email not working

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Camsbookkeeper
Camsbookkeeper Member Posts: 7
edited February 2022 in Reckon Accounts (Desktop)

I have tried to email invoices out to customers and an error keeps coming up. We have had no changes to our programme - please help. The category I chose is wrong. it should be Reckon Accounts Desktop but there wasn't an option for this category

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  • Rav
    Rav Administrator, Reckon Staff Posts: 15,720 Community Manager Community Manager
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    Hi @Camsbookkeeper

    What is the specific error message that is appearing? Can you post a screenshot here.

    Is this occurring to all customers you're trying to email or just a specific one?

    (Reckon Accounts Desktop category is the one called 'Accounts Business Range', I've moved your post over to it)

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  • Camsbookkeeper
    Camsbookkeeper Member Posts: 7
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    The message is:

    Thank you Rav.

    Invalid Email Details

    Either your Email address or Password is incorrect. If your Email address is incorrect please edit it in your Send Forms Preferences

  • Camsbookkeeper
    Camsbookkeeper Member Posts: 7
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    I've tried to send a dummy invoice to my own email and that didn't work either.

  • Kris_Williams
    Kris_Williams Member Posts: 3,403 Reckon Accounts Hosted Expert Reckon Accounts Hosted Expert
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    Your email is working ok, independently of Reckon?

  • Camsbookkeeper
    Camsbookkeeper Member Posts: 7
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    Yes Kris, it is working independently of Reckon.

  • Rav
    Rav Administrator, Reckon Staff Posts: 15,720 Community Manager Community Manager
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    Thanks for getting back to us @Camsbookkeeper

    Just one other question, is your email account a Hotmail or Live email address?

    ℹ️ Stay up to date with important news & announcements for your Reckon software! Click HERE for more info.

  • Camsbookkeeper
    Camsbookkeeper Member Posts: 7
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    It is a gmail account

  • Rav
    Rav Administrator, Reckon Staff Posts: 15,720 Community Manager Community Manager
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    Ok thanks, when you attempted to send the dummy invoice are you being presented the email setting window (screenshot example below). If so, re-enter your email account password.

    Do you have your email preference settings set to the Gmail option (screenshot below) or have you manually entered it using the 'Other' option?


    If this window is not appearing for you go to Edit ➡️ Preferences ➡️ Send Forms ➡️ Remove your email account details from here (you can do so by clicking the 'Default' button or switching the Email Provider type to a different one) and save it. ➡️ Go back in and enter your email provider details (use the Gmail option) ➡️ Test by sending another dummy invoice



    ℹ️ Stay up to date with important news & announcements for your Reckon software! Click HERE for more info.

  • Camsbookkeeper
    Camsbookkeeper Member Posts: 7
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    No.. tried all of the above. Hasn't worked.

  • Rav
    Rav Administrator, Reckon Staff Posts: 15,720 Community Manager Community Manager
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    Hmm ok strange. Let me have a chat with our tech support team about this one and I'll get back to you shortly.

    ℹ️ Stay up to date with important news & announcements for your Reckon software! Click HERE for more info.

  • Rav
    Rav Administrator, Reckon Staff Posts: 15,720 Community Manager Community Manager
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    Ok @Camsbookkeeper

    Can you please check out and follow the steps in the help guide linked below. The tech team have tested it after replicating the error message you're receiving and performing the steps listed resolved it for them -


    ℹ️ Stay up to date with important news & announcements for your Reckon software! Click HERE for more info.

  • Camsbookkeeper
    Camsbookkeeper Member Posts: 7
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    Thank you so much for your help. It appears that gmail had an upgrade and the settings changed. All fixed now.