Help
The questions pilots actually ask. If yours isn't here, email Ben — the person who replies (usually within a few business days) is the person who wrote the code.
My figures look wrong — what should I check first?
Three usual causes, in order: a pay item classified differently than you expect (open Pay items — your call outranks our suggestion); an employee attributed to the wrong state (open Employees — an override outranks their home address); or a pay run counted in a different month than you expect (we count by payment date, not period end — that's how payroll tax works). Every state row has a "Show the working" expander so you can see exactly where a number came from.
We're part of a group of companies. Can I use these figures?
Only as your single entity's component. Grouped employers share ONE tax-free threshold across the group, so standalone figures understate the group's liability. CountProof asks about grouping up-front and keeps a warning on your dashboard if you're grouped. Group threshold support is on the roadmap.
Why is this month showing no figures?
Figures come from posted pay runs whose payment date falls in the calendar month. A draft run doesn't count (it isn't wages yet — we show it as a note), and a run paid on the 1st of next month belongs to next month's return.
An employee is missing from the figures.
If they have no home-address state in Xero and no override set with us, their wages are excluded and flagged — never silently guessed. Fix the address in Xero or set their state on the Employees screen.
Why do different states have different due dates?
Most monthly returns are due the 7th of the following month, but NT's is the 21st, and several states move the December return into mid-January. The dashboard shows each state's actual due date from a verified deadline table.
Where does June's return go?
NSW, VIC, QLD and the ACT have no June monthly return — those wages settle in the July annual reconciliation against the instalments you paid during the year. The Reconciliation screen tracks that position all year.
Does CountProof lodge my returns or give tax advice?
No, deliberately. CountProof does the working; you (or your adviser) review and lodge. That boundary is also why the Xero connection is read-only. Nothing here is tax, legal or financial advice.
Can CountProof see tax file numbers or bank details?
No — the OAuth connection can't even request them. The scopes are read-only payroll and settings, and employee records are whitelist-sanitised the moment they arrive: state, name and pay lines, nothing else.
What happens to my data if I disconnect?
Disconnecting revokes the Xero connection and immediately deletes every mapping, override, scheme record and cached figure we hold for that organisation. No retention window, no residue.
How do I add covered workers for portable long service leave?
On the Portable LSL screen, mark each covered employee with their scheme sector and worker registration number. Levy estimates and the return CSV come from the same posted pay runs as everything else.