Reckon Customers support not responding to calls or emails

IreneIrene Member Posts: 16
edited July 15 in Accounts Hosted
Customer support not responding to calls or emails - cannot access Reckon hosted since Tuesday. Log in and password not working

Comments

  • NatalieNatalie Member Posts: 11
    edited July 2019
    Same here. Being holding the phone for 45 mins now!
  • IreneIrene Member Posts: 16
    edited June 2019
    It's appalling - we pay for this support
  • SalSal Member Posts: 8
    edited June 2019
    I have also attempted and been on hold for 3 hours over the last 10 days not able to speak to anyone, would be nice if you were even told if you were progressing in the queue, cant use a product we are paying for 
  • RavRav Administrator Posts: 11,109 Administrator
    edited June 2019
    Hi Irene, Natalie & Sal
    I'm really sorry to hear we've kept you waiting on your calls to our support teams, they've been kept really busy at the moment and we're working hard to clear the queues as quickly & thoroughly as possible.

    Are you all experiencing issues with logging in to Reckon Accounts Hosted currently? 
    I've tested logging in myself and with a number of colleagues and didn't encounter any issues, there aren't any system or database issues at the moment either.

    Can you confirm you are using the correct login details and ensure its being typed in rather than copied & pasted?
  • jennifer byrnejennifer byrne Member Posts: 44
    edited June 2019
    so many complaints with support. Poor customer service
  • IreneIrene Member Posts: 16
    edited June 2019
    Yes Rav, Its pretty poor that we cannot get through on the phone and no one responds to any emails. I have used the same log in and password for a while now .. been away on LSL for 5 weeks and have come back and not accepting my log in, have tried resetting password and log in and try using the information sent via email but not even that works.  Could someone please call us at the practice?
  • NatalieNatalie Member Posts: 11
    edited July 2019
    Thanks Rav. It's all good now. Someone finally answered my phone after waiting for nearly an hour. Not happy with the wait but they did solve my problem.
  • IreneIrene Member Posts: 16
    edited June 2019
    RAV?
  • IreneIrene Member Posts: 16
    edited June 2019
    Can anyone help please, I still cannot log in.

  • RavRav Administrator Posts: 11,109 Administrator
    edited June 2019
    Hi Irene,
    Your login credentials will not change even if there hasn't been a login for an extended period of time.
    Now that you have reset your password details etc, you need to ensure you MANUALLY TYPE this in yourself and not copy & paste it from the reset email. You shouldn't have an issue regaining access provided you do this.
  • IreneIrene Member Posts: 16
    edited June 2019
    Rav - its not working , has locked us out. Everything has been manually typed - reset password and username this morning and still not working. Can you help please?
  • Robyn Kelly (Partner)Robyn Kelly (Partner) Accredited Partner Posts: 554 ✭✭
    edited September 2019
    You could always try a Reckon Accredited Partner: https://partnersearch.reckon.com/
  • kenl90kenl90 Member Posts: 24
    edited July 15
    I've been trying for 3 straight days trying to get someone to respond to my email request or the phone. At one stage I waited on the phone for 1.5 hours and gave up. Last 2 days, I can't even get to wait! Voice message saying that there's no capacity to take any more calls. Still waiting....
  • LeanneLeanne Member Posts: 88
    edited July 2019
    I am having same problem. tried calling last Wednesday and got the message call centre at capactiy. same on Thursday.  Posted my problem on community no response. Currently on hold to call centre for 1 hour 6 minutes. not impressed.
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