I can’t log in

EvoJelley
EvoJelley Member Posts: 14 ✭
in Reckon Payroll App & Web

Hi I tried to switch the payroll app from my iPad to my phone and now I can’t log in at all as it says I’ve already registered my company.

Comments

  • Rav
    Rav Administrator, Reckon Staff Posts: 15,072 Community Manager Community Manager

    Hi @EvoJelley

    It sounds like you're attempting to register a new account as opposed to logging in to the existing account.

    If you opt to sign in and use the email address and password for your account it will allow you through as normal. Let me know how you get on.

    Cheers

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  • EvoJelley
    EvoJelley Member Posts: 14 ✭

    It doesn’t work. I’ve been trying to get this resolved for weeks. Can you look up the details for my account? Maybe the email address is different? Thanks

  • Rav
    Rav Administrator, Reckon Staff Posts: 15,072 Community Manager Community Manager

    What's the ABN that you have registered and been using on the Payroll App account up until now?

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  • EvoJelley
    EvoJelley Member Posts: 14 ✭

    ABN is 51624550247 thank you

  • swakhlu01 .
    swakhlu01 . Member Posts: 483 Payroll App Expert Payroll App Expert

    Whilst the Reckon Community support team is looking into your issues, this post from last year might be of some help -

    https://community.reckon.com/discussion/8029611/something-went-wrong-payroll-app

  • EvoJelley
    EvoJelley Member Posts: 14 ✭

    thanks for the info however I don’t have that message come up

  • Rav
    Rav Administrator, Reckon Staff Posts: 15,072 Community Manager Community Manager
    https://community.reckon.com/discussion/comment/20629676#Comment_20629676

    @EvoJelley

    I've searched using that ABN you've provided and its an invalid ABN both in our systems and more importantly, the Australian Business Register (ABR). Can you please double check that number and provide the correct one.

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  • EvoJelley
    EvoJelley Member Posts: 14 ✭
    3351C695-3671-4F5D-B332-6E2EB10C209F.jpeg

    this is the message and details for the business

  • Rav
    Rav Administrator, Reckon Staff Posts: 15,072 Community Manager Community Manager
    edited June 2022

    Thanks for that.

    Yes the ABN 51624550257 is already registered to a Payroll App account and has been in use. I do believe however I can see where things are going wrong for you.

    The email address that you have created your Payroll App account under looks to be the exact same email address that your Community account is registered under HOWEVER, you entered it as ending in .com.au whereas the email address on your Community account ends in just .com

    Which is the correct email address?


    If you login to the Payroll App using the same email address but ending in.com.au it will allow you into the account.

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  • EvoJelley
    EvoJelley Member Posts: 14 ✭

    I’ve made an error adding .au so now it will recover to a an email address that does not exist. The real email address is just .com

  • EvoJelley
    EvoJelley Member Posts: 14 ✭

    Can it be changed? This will be the third week of being locked out and not being able to access the payroll data.

  • swakhlu01 .
    swakhlu01 . Member Posts: 483 Payroll App Expert Payroll App Expert

    @EvoJelley Hopefully you can recover through your mobile number if it is the correct one. You will need to log into the Reckon Customer Portal (see link below) using the wrong email Id and your password. You should then be able to Edit the email Id to the correct one that you have the App registered to. May need customer support team intervention if it does not work.

    Click the profile icon on the top right to get to the profile page once you login in.

    ReckonPortalpage.jpg

    https://portal.reckon.com/

  • EvoJelley
    EvoJelley Member Posts: 14 ✭

    Thanks but the password is not working otherwise I would just log into the app using the same method.

  • swakhlu01 .
    swakhlu01 . Member Posts: 483 Payroll App Expert Payroll App Expert

    @EvoJelley so what happens if you select "I forgot my sign-in details" in the reckon portal and ask for a new password for your real email ID. I am guessing that will send you a password reset for your original account in your mail box.

  • EvoJelley
    EvoJelley Member Posts: 14 ✭

    Can I cancel that account as it’s the wrong address and open a new account under the correct email?

  • EvoJelley
    EvoJelley Member Posts: 14 ✭
    https://community.reckon.com/discussion/comment/20629863#Comment_20629863

    It goes to a nonexistent email address

  • swakhlu01 .
    swakhlu01 . Member Posts: 483 Payroll App Expert Payroll App Expert

    @EvoJelley I may have to leave this topic for the Reckon Community support team @Rav as I am reluctant to give you advice on creating new accounts as I am not sure how these are administered in the system.

  • Rav
    Rav Administrator, Reckon Staff Posts: 15,072 Community Manager Community Manager
    edited June 2022

    Hi @EvoJelley

    Apologies for the delay in getting back to you. This should be sorted for you now. Please login using the correct email address ie. ending in just .com and it should work this time.

    Or if you need to reset the password, the reset email will come through to your correct email this time.

    Reckon Logo - Signature.png
  • EvoJelley
    EvoJelley Member Posts: 14 ✭
    https://community.reckon.com/discussion/comment/20629916#Comment_20629916

    Thank you I am finally back in🎉

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