When i add my business ABN to the Reckon Portal GovConnect, it says 'unable to create subscription w

Katrina CruteKatrina Crute Member Posts: 19
edited April 2019 in Accounts Hosted
Hi Rav,
I must admit I have two logins, and I can't remember which one I used, but both of them give me the same error message "Unable to create Subscription for STP" ABN 71047807780... any idea if this is a wide spread problem, as it seems to be.. I am using Hosted

Comments

  • RavRav Administrator Posts: 10,781 Administrator
    edited July 2018
    Hi Katrina,
    The only reason for that message is that the ABN has already been registered for STP in the Reckon Portal.
    If you're Reckon Accounts Hosted user, the login credentials that you need to use is the user name you would normally enter in your Reckon Accounts Hosted login screen. Please do NOT user your user ID unless that is also your user name.

    More info -
    Signing up/Logging in to the Reckon Portal for Single Touch Payroll
  • NadineNadine Member Posts: 55
    edited August 2018
    Hi Rav
    A new staff member set themselves up with a login to our company STP portal when I already had a login to it. Now we have two logins and neither of us have access anymore to the company data anymore and we are getting the message to create a subscription but the the error message mentioned above; because we already have a subscription. I spent an hour on phone with support, trying to explain this and they just kept telling me to set up a new subscription, which I clearly can't do. Even when we login with the original login, there is no access the company data so something has gone completely wrong and I can't get a work around from Reckon.
  • RavRav Administrator Posts: 10,781 Administrator
    edited August 2018
    Hi Nadine,
    Sorry but I'm not really following what's happened here, let me try clarify;

    You already had Reckon Portal account with STP set up and working (correct?)

    Then, your new colleague set up their own Reckon Portal account and tried to create a STP entity in that account for the same ABN that has already been created in your account (correct?)

    If the above is correct, then they (your colleague) wouldn't have been able to do so because the ABN has already been registered for STP under your original account. The error message they would have seen when trying to do so is the 'Unable to create subscription for STP' message which in this case is correct. Any ABN can only registered once in a Reckon Portal account for STP and then you can share it with others using the Share function.

    However, in this scenario there shouldn't be any impact to your first Reckon Portal account where the STP entity was initially created as long as you're logging in with the same credentials.
  • RavRav Administrator Posts: 10,781 Administrator
    edited August 2018
    Let's focus on the original (first) Reckon Portal account that was created..
    Firstly, are you logging in with the same login credentials that were used when the account was created?

    As long as you are and verify yourself with MFA, the STP entity should still be there.

    Can you confirm that you're using the same login.
  • NadineNadine Member Posts: 55
    edited August 2018
    Hi Rav Yes you follow correctly and you would think the original account login would still work however it doesn’t. I think she used my login then added herself as staff. But through her login she couldn’t see the files that had been uploaded or upload. So then we tried using the original credentials (mine) which still works, as in let’s me log in....but the company link is now gone, there are no company details at all, it almost looks like a personal login now, and I obviously can’t resubscribe to the company. As a company account exists somewhere!! I don’t know how to get it back to how it was when it was working successfully.
  • RavRav Administrator Posts: 10,781 Administrator
    edited August 2018
    Hmmm ok, is there any reason she was adding herself as a 'Staff' member in your Reckon Portal account rather than just creating her own account and then getting you to share the STP entity with her?

    I'm still not 100% as to what is causing the original account to not show the STP entity but lets try this;
    Head into the 'Staff' option on the left in your Reckon Portal account, is your colleague listed in there?
    If yes, remove them and logout. Log back in, are you able to access GovConnect now?
  • NadineNadine Member Posts: 55
    edited August 2018
    Hi Rav
    I went on leave for two weeks, gave her my login, and she did that. I don't know why!! Frustrating though, as I had it all functioning beautifully.
    I did as you suggested, however the company information is still missing. i.e. this is now what it says under company instead of the company name.


    image

  • RavRav Administrator Posts: 10,781 Administrator
    edited August 2018
    I think I'm going to need to chat about this with either the STP or Portal dev, or possibly both. Unfortunately, they've finished up so I'll have to do this first thing Monday. 

    Before that, can you shoot me the following details in an email to [email protected]

    The ABN this relates to:
    Your Reckon Portal user name:
    Your colleague's Reckon Portal user name:
    Your permission for us to investigate your Reckon Portal account for this query
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