I have had an issue since 7am 26th, I can login and select and get into my book but I can't "add" an invoice or bill, nor pay for existing bills or receive payments for invoices. After speaking to tech support twice I was told there was an issue with billing as my subscription renewed on the 25th, the day your new portal started, so I am in read only mode, I even tried paying again as I need to operate, but no dice. Surely my issue is a simple fix, update my Reckon one account to paid. I feel all other useres pain of not being able to operate their businesses....
Hi Brad & Bris, Just checking, are your files shared with you? Ie. Have you checked the 'Shared with me' tab Or the 'Partners' area on the Portal screen if you are Partners. If still no go, can you both send me your Customer ID, Reckon One user name and contact details in an email to [email protected] please. Cheers Rav
I still have no access to the mobile app after installing the new update 3.5 restarting phone and trying different combinations of username. Some assistance would be appreciated. Thanks.
We have also had issues this morning with not being able to add an invoice or a bill. This cripples our business and is petty unacceptable for a paid service. When will this be sorted out??
Hi Geoff, Are you using your PIN or password to login? I believe you will need to use your full login password in this release to login. Failing that, what is happening when you try to login? Any error messages?
This reply was created from a merged topic originally titled Can't access my Reckon One account since update. Hi, Is anyone else having trouble accessing their Reckon One books, I haven't been able to access my RO account since the update on Thursday, I have contacted them and they are working on it but three days without it is getting ridiculous, any suggestions of what more I can do, needless to say my work is piling up
Hi guys, I'm not sure about this one as it's the first I've seen of this particular issue. Let me check in with the Portal guys about it and get more info. Will come back to you Cheers Rav
Hello Rav Thank you for your response, when I log in I have the menu down the left and then the rest of the screen is as shown in the picture attached, it shows my company name top left and my name as administrator, I tried changing passwords etc
Just checking, what is the 'Status' of your books when you're select the 'Edit' option from the dropdown next to the 'Open App' button? And are your subscriptions all up to date or did they expire quite recently? ie. in the last couple of days?
Rex - you mentioned that you tried paying again, was that through the portal itself? Sorry, I'm not in the office at the moment but can I ask where things were left after your chat with our support team?
I am using my password and I get an error msg saying There was an error, please try again. If the problem persists please contact support. (404 Not Found)
Thursday for me. The thing is, when it is all back up and running there will be hundreds, if not thousands of businesses that will have suffered and all will be forgotten until the next time something like this happens.
Lost books and spent too much time on this with no reasonable response from four calls to Reckon. Very poor and with no end in sight. Let us know what is happening please.
Hi guys, I'm really sorry about this, I definitely understand how frustrating this is for you especially since it's been a while without access now for some of you. Our Portal team is aware of the issue you're experiencing and they're working through this to formulate a solution and we're trying to do everything we can to put it right. Thank you so much for your patience everyone, I know you're doing it tough right now. As soon as I have further information on this I'll let you know right here.
intermittent Out age continuing ...When thats going to end ? if i check reports or some time inbetween ,page getting following error --"This site can’t be reached app.reckonone.com’s server DNS address could not be found" DNS_PROBE_FINISHED_NXDOMAIN. upsetting me and my accountant.Disturbing upgrade...
Hi Rav, to add to the list.... I have just been contact by a client because she can't add any transactions to her bank account. The 'actions' option is gone from all banking screens. Under both her log in, and when I log into her book as well. Thanks.
Hi Rav, FWIW, despite my account saying the invoicing module was 'active' I went through the edit process to re-add it (was charged $11NZD) but there are still no options to add a new invoice. In case it is relevant, I have three books on my account but only one of them has the invoice option (which is not working). Cheers Chris
Hi Rav, Just jumping on Chris' thread. I also have my account status as active but as before I still cannot add an invoice or a bill. My renewal date for my subscription is not until end of June, I don't believe it is an issue with my subscription but more a bug within the system. Has this been raised with the ReckonOne IT? It seems there are quite a few people with this issue as well. Regards, Gabbee
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Thank you, back end support as we have access to the final book and it doesn't look like there is any data lost.
Thank you for your response, when I log in I have the menu down the left and then the rest of the screen is as shown in the picture attached, it shows my company name top left and my name as administrator, I tried changing passwords etc
Just checking, what is the 'Status' of your books when you're select the 'Edit' option from the dropdown next to the 'Open App' button? And are your subscriptions all up to date or did they expire quite recently? ie. in the last couple of days?
Rex - you mentioned that you tried paying again, was that through the portal itself? Sorry, I'm not in the office at the moment but can I ask where things were left after your chat with our support team?
I am using my password and I get an error msg saying There was an error, please try again. If the problem persists please contact support. (404 Not Found)
that is the msg I get
Thanks for quick response. The status says 'active' for the three options (including invoicing).
Cheers
Chris
if i check reports or some time inbetween ,page getting following error --"This site can’t be reached
app.reckonone.com’s server DNS address could not be found"
DNS_PROBE_FINISHED_NXDOMAIN.
upsetting me and my accountant.Disturbing upgrade...
FWIW, despite my account saying the invoicing module was 'active' I went through the edit process to re-add it (was charged $11NZD) but there are still no options to add a new invoice. In case it is relevant, I have three books on my account but only one of them has the invoice option (which is not working).
Cheers
Chris
Just jumping on Chris' thread. I also have my account status as active but as before I still cannot add an invoice or a bill. My renewal date for my subscription is not until end of June, I don't believe it is an issue with my subscription but more a bug within the system. Has this been raised with the ReckonOne IT? It seems there are quite a few people with this issue as well.
Regards,
Gabbee