Can't migrate to new app and account is locked after failed login attempts - HELP!

Chris_10591984
Chris_10591984 Member Posts: 20 ✭
in Reckon Payroll App & Web

I tried to log into the old STP app, but after updating, it would not allow me to do that with Touch ID. I tried to enter the email and password several times, but always got an error message, that I could not currently log in. I thought I might try to move accross to the Reckon payroll app as advised, but it would not recognize my email/ password combination at all. So I tried to reset my password in the Payroll App which was apparently succesful (as I was told that the reset password email was sent to my email address). However, I never received any email. Now I am locked out of the STP App and can't do anything with the Payroll App either. I have wages to record urgently, PLEASE HELP!!!

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  • Rav
    Rav Administrator, Reckon Staff Posts: 15,101 Community Manager Community Manager

    Hi Chris,

    First things first, we need to tackle the locked STP app account before doing anything on the Payroll App.

    To unlock your account you need to reset your password. To do so, you'll need to tap the 'Forgot Password' option on the login screen and then 'Help I forgot my sign-in details' on the next screen that opens. Follow the prompts to reset your password for the STP app.


    I thought I might try to move accross to the Reckon payroll app as advised, but it would not recognize my email/ password combination at all. So I tried to reset my password in the Payroll App which was apparently succesful (as I was told that the reset password email was sent to my email address).

    Did you ever use the Payroll App previously or is this the first time you've tried doing so?

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  • Chris_10591984
    Chris_10591984 Member Posts: 20 ✭

    Hi Rav

    Thanks for your reply. No, I have not used the Payroll App previously.

    I tried to reset my password on the STP App, but I only get the error message: "An error occured. GraphQL error: Invalid or missing data - please correct and try again." sigh...

  • Rav
    Rav Administrator, Reckon Staff Posts: 15,101 Community Manager Community Manager

    Hmm ok, that's a strange looking error. Are you using the Android or iOS version of the STP app?

    Where did that error message appear? ie. after hitting the 'Forgot Password' option OR the 'Help I forgot my sign in details' link on the next screen?

    Were you able to enter any details on to reset the password or did it immediately come up with that error?

    Can you do me favour and uninstall both apps from your phone and then reinstall ONLY the STP app and try again to reset the password.

    Let me know how you get on.

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  • Naiviv Lui
    Naiviv Lui Member Posts: 4 ✭

    I am having the same problem that other people are having.

    Hi when I try to migrate data from the STP APP to the Reckon Payroll App it shows my company ABN and name and says "This ABN & branch number is already registered". It does not give any way of completing the migration. It just gives options to Sign in with another account or set up a new business, neither of which I think I need to do.

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