Migrate to new app

i have down loaded the new app, I click on open and a screen comes up on my phone " Migrate existing data" with 2 icons and an arrow pointing from the old app to the new app, but screen is frozen, I go back to the app store and press open and the same screen comes up. if i click on the new icon that is installed on my iphone, the same screen comes up and is frozen, I have tried this many times with the same result, I have deleted the app and reinstalled it and the same screen appears. I closed off the end off YTD on the old app and paid my first pay run to my staff for July 21, but I have been unable to send my report to the ATO as I cannot get the new app work.

Please help, thanks Colin


  • swakhlu01 .
    swakhlu01 . Member Posts: 483 Payroll App Expert Payroll App Expert

    @Colin Brown I understand from the description you paid the salary for July 2021 but have not done the Payrun yet.

    When you mention you closed off the YTD on old App I am assuming you ran the FY 20/21 End of year finalisation report to ATO.

    My understanding is Reckon Payroll App is unable to migrate FY21/22 Data from the old STP App if some data from the old App is not correct.

    Looks like some adminstrative intervention is required from Reckon support staff to get your account back on track.

    In the meantime these FAQs on migration from Reckon site might be helpful.

  • Rav
    Rav Administrator, Reckon Staff Posts: 15,072 Community Manager Community Manager

    Hi @Colin Brown

    Just to clarify, when you say the screen is frozen, does it not show any options to proceed with the migration eg.

    This may happen if you have display assist settings switched on in your phone eg. Zoom/Magnification/Increased Font Size/Display Accessibility etc.

    If you go into your phone settings and switch them off and reopen the Payroll App it should return to a normal view where you can access the options to proceed.

    Let me know how you get on.