New payroll app migration issues

Heather_10597491
Heather_10597491 Member Posts: 6 ✭
edited September 2020 in Reckon Payroll App & Web
I have downloaded the new Payroll App and when I launch it it offers to migrate the existing data from the Reckon STP App. However when I click yes it tells me this ABN number is already registered and won't let me go any further. If I try to set up a new company it again tells me that this ABN is already registered. So how are you meant to use the App?

Comments

  • Rav
    Rav Administrator, Reckon Staff Posts: 14,823 Community Manager Community Manager
    edited April 2020
    Hi Heather, 
    Great to hear you've downloaded our new Payroll app but at the same time, I'm sorry to hear you're having trouble.

    Can you let me know the ABN you've registered to the STP app currently and I'll just check a couple of things on my end.
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  • Heather_10597491
    Heather_10597491 Member Posts: 6 ✭
    edited April 2020
    Hi Rav,

    Our ABN is 61097262863.

    Regards,

    Heather
  • Rav
    Rav Administrator, Reckon Staff Posts: 14,823 Community Manager Community Manager
    edited April 2020
    Thanks Heather,
    I think I've found the cause of why this might be happening. I can see there was a registration in GovConnect for your ABN under the same email address back in 2019. I'm guessing this is not required since you're using the app, correct?
    If so, I can delete it and then you'll be able to proceed with the migration.

    I'll wait to hear from you first though before making any changes.

    Cheers
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  • Heather_10597491
    Heather_10597491 Member Posts: 6 ✭
    edited April 2020
    Will I still be able to login to the ATO portal for BAS reporting and super payments?
  • Rav
    Rav Administrator, Reckon Staff Posts: 14,823 Community Manager Community Manager
    edited April 2020
    The ABN registration in GovConnect isn't related to BAS or super payments. Its a service used in conjunction with full fledged Reckon software for STP submissions only. When I look at the GovConnect registration, it hasn't been used at all, only the STP app has.
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  • Heather_10597491
    Heather_10597491 Member Posts: 6 ✭
    edited April 2020
    Ok in that case you can go ahead and delete it.
  • Rav
    Rav Administrator, Reckon Staff Posts: 14,823 Community Manager Community Manager
    edited April 2020
    No problem. I've gone ahead and done that now.
    Try it again now, hopefully this should do the trick.
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  • Heather_10597491
    Heather_10597491 Member Posts: 6 ✭
    edited April 2020
    The migration appeared to be happening but was stuck for about 20 minutes. I then closed the app and reopened it. The company information is there but it hasn't imported any previous pay runs.

  • Rav
    Rav Administrator, Reckon Staff Posts: 14,823 Community Manager Community Manager
    edited April 2020
    Ok thanks Heather.
    Looking into the migration part of it with the team now. Will come back to you shortly.
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  • Rav
    Rav Administrator, Reckon Staff Posts: 14,823 Community Manager Community Manager
    edited April 2020
    Hi Heather,
    Our teams have performed some work on our end which will hopefully sort this.
    There are just a few steps you'll need to go through on your end.

    1. Completely close and log out of the app. You must logout from within the app and close the app fully by swiping it away from your running apps.
    2. Log in to the Reckon Payroll app.  You will get a message asking if you would like to migrate.
    3. Tap YES to migration. You will encounter a migration error message. This is expected.
    4. Tap OK to the message and the migration will proceed again and should go through successfully.
    Can you please let me know how you get on either way.

    Cheers

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  • Heather_10597491
    Heather_10597491 Member Posts: 6 ✭
    edited April 2020
    Hi Rav,

    Yes, success! Everything seems ok. Thank you for you help.

    Regards,

    Heather
  • Rav
    Rav Administrator, Reckon Staff Posts: 14,823 Community Manager Community Manager
    edited April 2020
    Awesome! Thanks so much for letting me know and really appreciate your patience with us.


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