IMPORTANT INFORMATION FOR OUR RECKON USERS REGARDING SINGLE TOUCH PAYROLL PHASE 2

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Migration issue

kdiepkdiep Member Posts: 8

I'm just having issues migrating to the new payroll app.


Comments

  • RavRav Administrator Posts: 11,798 Community Manager

    Hi @kdiep

    Can you give it another go now and let me know if it works successfully for you this time.

    Cheers

  • kdiepkdiep Member Posts: 8

    It's now having issues creating a gov connect subscription.

  • RavRav Administrator Posts: 11,798 Community Manager

    Ok I'd like you to try these steps -

    • Close the Payroll App in full ie. swipe it away from any other running apps on your phone
    • Go to this web address - https://payroll.reckon.com/ preferably on a PC.
    • Sign in with your existing STP app login details
    • Follow the prompts to migrate
    • Once the migration has completed open the Payroll App on your phone and sign in
  • kdiepkdiep Member Posts: 8

    It says migration didn't work and to call for assistance.

  • RavRav Administrator Posts: 11,798 Community Manager

    Did you receive any other error message during migration prior to the 'Migration didn't work' error on the latest attempt?

  • kdiepkdiep Member Posts: 8

    I followed your prompt and logged in through the browser version. I clicked 'next', and it loaded for a few seconds and asked me to log in again, then gave the error message.

  • RavRav Administrator Posts: 11,798 Community Manager

    Ok thanks for that. Let me get this across to our devs to reset your migration status as it sounds like the attempts have been exhausted. I've sent that over to them and I'll come back to you once they've advised me that work has been done.


    In the meantime though, can I get you to login to the STP app and go through the 'Company Information' and employee information to verify all the information in each field has been completed and more importantly, is valid. The reason I'm asking this is because incomplete info is usually one of the more common reasons of migration failure. I'll link some info below on what info to check specifically -


    I'll let you know when you can try out the migration again.

  • RavRav Administrator Posts: 11,798 Community Manager
    edited November 2021

    Just adding to the above, I'd recommend that you check the email addresses are valid for all employees and in your company information section.


    I'll let you know when to attempt migration again once I hear back from the devs.

  • kdiepkdiep Member Posts: 8

    Awesome. Thank you so much.

  • RavRav Administrator Posts: 11,798 Community Manager

    Hi @kdiep

    The devs have just got back to me and you can now retry migration again HOWEVER, please ensure that you check over the details in the old STP app before doing so or the migration will likely fail again.

  • kdiepkdiep Member Posts: 8

    I've tried to migrate again after checking over the details of the employee and company as you mentioned. Now it's telling me again that the ABN and branch number is already registered.

  • RavRav Administrator Posts: 11,798 Community Manager

    Hi @kdiep

    Are you 100% certain that all the employee and company info is correct & valid?

    If so then try the migration again now and you shouldn't receive that 'ABN already registered' message this time.

  • kdiepkdiep Member Posts: 8

    I've just checked it again. Tried to migrate and it said something went wrong.

  • kdiepkdiep Member Posts: 8

    Sorry could I please have a follow up on this issue. Thank you.

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