Unable to migrate

Kym_10863290
Kym_10863290 Member Posts: 6 ✭
in Reckon Payroll App & Web

Previously used IOS phone for STP app and have tried to migrate to new android phone but system is unable to. Have spoken to phone help line and they were unable to assist and suggested contacting community. Hope you can help.

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  • Rav
    Rav Administrator, Reckon Staff Posts: 15,097 Community Manager Community Manager

    Hi @Kym

    What is happening specifically when you attempt to migrate to the Payroll App? Are you encountering an error message? If so, can you let me know what it is and/or if you can post a screenshot here that'd be great.

    Cheers

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  • Kym_10863290
    Kym_10863290 Member Posts: 6 ✭

    This is the message I get

    Screenshot_20220330-160348_Payroll.jpg


  • Rav
    Rav Administrator, Reckon Staff Posts: 15,097 Community Manager Community Manager

    Thanks for that.

    What is the ABN that you're trying to migrate to the Payroll App?

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  • Kym_10863290
    Kym_10863290 Member Posts: 6 ✭

    36 101 123 022

    Thankyou

  • Rav
    Rav Administrator, Reckon Staff Posts: 15,097 Community Manager Community Manager

    Thanks Kym.

    Ok, I'm not going to be able to fix this one myself so instead I've put all the details of this into a case and have sent it over to my app dev team to take a look at.

    I'll let you know as soon as I hear back from the guys and girls and what the next step is.

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  • Kym_10863290
    Kym_10863290 Member Posts: 6 ✭

    Appreciate your assistance. Kym

  • Rav
    Rav Administrator, Reckon Staff Posts: 15,097 Community Manager Community Manager
    edited April 2022

    Hi Kym

    I'm really sorry its taken so long for this to be addressed.

    My devs have just back to me and they've reset the migration attempts for your account so you'll be able to attempt migration again. HOWEVER you need to ensure that you're on the newest version of the Payroll App before attempting to migration again. The current/updated version of the Payroll App is v2.22.16, check your app store for any available updates to download.

    Let me know how you get on.

    Cheers

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  • Kym_10863290
    Kym_10863290 Member Posts: 6 ✭

    Thanks Rav. Sorry for not getting back sooner. Still having difficulties as seem to be going in circles. Am using correct version. I sign in, enter code, Yes to migrate from STP app, then get "This ABN & branch no is already registered. Have added screen shot. Appreciate any other suggestions. Thank you Kym

    Screenshot_20220421-124401_Payroll.jpg


  • Rav
    Rav Administrator, Reckon Staff Posts: 15,097 Community Manager Community Manager

    Hi Kym

    Ok this time here's what I'd like you to do.

    • Close the Payroll App in full ie. swipe it away from any other apps currently running on your phone
    • Go to https://payroll.reckon.com/ on a PC and sign in with your STP app email address and password
    • Follow the prompts to migrate


    Once completed, let me know if you've been able to migrate successfully

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  • Kym_10863290
    Kym_10863290 Member Posts: 6 ✭

    Goos morning Rav, yes did work and then went to my phone app and works there as well. Thankyou for all your help. Very much appreciated. Regards Kym.

  • Rav
    Rav Administrator, Reckon Staff Posts: 15,097 Community Manager Community Manager

    Glad to hear its all sorted, thanks for your patience with this Kym.

    Cheers

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