Transfer GovConnect to a different user account

Leith_10861373

I first raised this request with support on the 25th June but 2 and a half weeks later I'm still not getting anywhere.

Need to transfer the GovConnect service from one user account to another user account.

I successfully transferred the Reckon One -Payroll Lite subscription to the new account myself but the associated GovConnect service remains in the old account.

I have control of both accounts but can't see anyway to transfer GovConnect myself and Reckon support seem unable or unwilling to perform the transfer, despite making follow up contact many times I have not received any feedback to advise what the problem is.

If anyone can give any assistance it would be much appreciated.

Thanks.

Rav

Hi @Leith

What is the case number you have with our support team for the transfer of ownership request?

Let me know what it is and I'll follow up with them to see where things are at.

Leith_10861373

Hi Rav

Case number I received from my first email to Reckon support on 25 June is Case no: CAS-116375-S5L6K5. My numerous follow up phone calls provided no success, I was told a mix of 'we're busy so you just have to wait' or multiple times I was told 'someone is working on it now and they will get back to you by tomorrow' which never happened.

On Tuesday 6th June I rang support and spoke with Sana Ahmad <sana.ahmad@reckon.com> and while on the phone she emailed me to request account details but not sure whether she was linking back to the initial case number or starting afresh. Last communication from Sana was on Friday the 9th July when she advised "Its escalated , waiting for the responses." I have not received a reply from my attempt this week to email Sana requesting a further update.

Thank you for your assistance Rav, I am due to process payroll tomorrow so would love to get this sorted already.

Rav

Thanks for that. I'll have a chat with the support team to see what's happening with the case. Will come back to you shortly.

Rav

Hi again Leith.

One of our senior tech support team members will be giving you a call shortly to sort this out.

Cheers