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greenoliver
greenoliver Member Posts: 1
edited January 3 in Reckon Payroll 🚀

Hi,

I tried logging into my reckon payroll account to add a new payrun and was able to successfully receive a text with the code to enter into the app but after entering the code and confirming my identity by scanning my fingerprint, the app only continues to show a loading screen. The same problem also happens when I'm accessing it via the computer.

I have tried another account and it works fine. I'm just not sure why this particular account doesn't work.

Thanks

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  • Rav
    Rav Administrator, Reckon Staff Posts: 15,987 Community Manager Community Manager
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    Hi @greenoliver

    Are you using an iPhone or Android device?

    The reason I'm asking is, this can occur if there is a mismatch between biometric login settings in the app vs the iPhone's phone settings.


     I'll outline the steps to follow below.

    1. Open your iPhone Settings.
    2. Go to Face ID & Passcode and enter your passcode.
    3. Tap on Other Apps.
    4. You'll see a list of apps that are using FaceID and the Payroll App should listed here as well. Toggle the switch to enable FaceID unlock. The toggle should be green.
    5. Open the Payroll App and login.


    Let me know how you get on.

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