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Login issue - New free Reckon Payroll app

Daniel TamDaniel Tam Member Posts: 8
edited October 2021 in Reckon Payroll App

l have download the new Reckon Payroll. l have an issue to login. But l 100% sure my email and password is correct. It always sign in failed. sometime l can login.

Does anyone got the same issue like me? Can anyone help me?

P.S my password is same as the old STP password.

l use iPhone 11 pro Max.

Comments

  • swakhlu01 .swakhlu01 . Member Posts: 283 ✭✭✭

    @Daniel Tam You mention sometime you can log in. Is the failed sign-in only occuring sometimes?

    Have you migrated the data across from the STP app?

  • RavRav Administrator Posts: 11,789 Community Manager

    Hi @Daniel Tam

    Does the message that you're getting on-screen actually say 'sign-in failed' or something else?

    Is this the first time you're attempting to login to the Payroll App OR have you been able to login and use it successfully on previous occasions?

    Are you still able to login successfully to the old STP app using the same email address & password combination?

  • Daniel TamDaniel Tam Member Posts: 8

    Does the message that you're getting on-screen actually say 'sign-in failed' or something else?

    Yes, it keeps show "  'sign-in failed incorrect username or password Please try again ' as you can see the attached photo.


    Is this the first time you're attempting to login to the Payroll App OR have you been able to login and use it successfully on previous occasions?

    This is not my first time to login to the New Payroll App. l have been able to login and use it successfully on previous occasions.


    Are you still able to login successfully to the old STP app using the same email address & password combination?

    Yes, l still able to login successfully to the old STP app using the same email address & password combination


    P.S , Please help ............


  • Daniel TamDaniel Tam Member Posts: 8

    Yes, l have used the new Payroll App for many times . But l have trouble to login the new app. l have tried to reset the password. it also unsuccessfully to do. Please see the attached photo.


  • RavRav Administrator Posts: 11,789 Community Manager

    Hi @Daniel Tam

    Can you do me a favour and reset your password one more time and please ensure that you have at least one of each of these characters in the password you designate -

    • Upper case character
    • Lower case character
    • Numeric character
    • Special character eg. !


    Give that a try and let me know if you're able to login successfully after that.

  • Daniel TamDaniel Tam Member Posts: 8

    l have successfully login last night around 11:50pm on 21 Oct 2021 with the old password. However on 22 Oct 2021 at 11:53 am , l cannot login back again.

    l just tried to reset the password, however it show " An error occurred." Network request failed.

    What is wrong with that?

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