Technical support

Before filling out our technical support form, we encourage you to take advantage of our useful tips and resources below.

Attention contractors: All AUSkey issues must be directed to AUSkey Technical Helpdesk.

If you are an Assisted School Travel Support Officer and your enquiry relates to the DoE portal (e.g. user credentials, password reset), pay, leave, superannuation and HR system support, please contact EdConnect on 1300 32 32 32 (select option 3, then 2) or log an online query (staff only).

Please follow these basic troubleshooting steps before escalating your issue for further review:

  • update your web browser
  • update your Java software
  • clear your browser's cache and cookies (this works if MyGov appears instead of your AUSkey details)
  • try a different web browser
  • restart your laptop/desktop computer.

Pay claim

System

ASTP Online

Description

Submitting the contractor pay claim form and using the 'Variation' field.

There is a character limit for the variation box at the bottom of the contractor pay claim form, however no error message generates when the contractor exceeds this limit.

The 'Submit' button appears to work but the claim simply closes and does not submit to ASTP. Contractors do not receive a confirmation of the claim being successfully sent.

Workaround

If a contractor attempts to resubmit that claim, they can open the pay claim again and, before submitting, email finance.astp@det.nsw.edu.au with the variation details referencing the:

  • run number
  • payment period date
  • detail the variations in full in the email.

Before submitting the claim in the variations inbox, type the reference. Please refer to email sent to finance on (DATE SENT) at (TIME SENT).

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