Logging into Payroll App - Something went wrong

System

This discussion was created from comments split from: I can’t log in.

Diana_10861774

I am having the same problem and haven't been able to log in for several months. I have also tried the online web page and it just hangs while loading.

on the app on my phone it just puts me in a loop once I have put in my log in saying something went wrong. we cant complete your request. Reload the page or log out. I have tried both reloading and logging out and it brings me back to the same white page saying something went wrong.

I have also deleted the app on my phone and reloaded and the same thing happens.

My ABN is 15067089794 with 002 branch if thats any help

Thanks

Rav

https://community.reckon.com/discussion/comment/20629679#Comment_20629679

Hi Diana,

Have you ever been able to login to this Payroll App account successfully or not at all?

Are you attempting to migrate data from the old STP app (now retired) or are you looking to start fresh on the Payroll App with a new account?

Diana_10861774

Hi Rav,

yes I have used it with no problem since migrating last year.

from searching through your community posts the only thing that sounded similar is that i use fingerprint log in. This worked fine the last two times I logged in. I have tried disabling this in my phone but I can’t disable it in the app because I can’t log in and it seems that disabling it on my phone doesn’t disable it on the app as the first thing it does is ask for the fingerprint and then goes to the log in

thanks Diana

Rav

Thanks for getting back to me Diana.

Usually the biometric login (fingerprint/FaceID) mismatch is a bit different and not quite the same in terms of the 'Something went wrong' error page you're encountering.

With that said, I think I might have come across a possible cause of this though. I can see a different/separate Payroll App account for a different entity under the same email address which ordinarily shouldn't be possible so that's something I'll need to look into a bit closer.

It was setup toward the end of April this year, would you say that's about the time that you lost access to the ABN 15067089794 account?

Diana_10861774

Yes April is about when I lost access. I have a book that has been shared with me on reckon one and the owner of that book has set up the payroll app using their own log in so maybe thats causing the problem?

Rav

Hmm it could be potentially. Leave this with me for a bit and I'll get my devs to take a look at it to give me a bit more info. I'll keep you posted.

Diana_10861774

Hi Rav,

how are you going with sorting it out. I have been getting text messages with a verification code occasionally but I haven’t been trying to log in so I was hoping that was something you were going behind the scenes? Thanks Diana

Rav

Hi Diana

Apologies for the delay in getting back to you on this. Let me chase up the devs to see how far they've got to with their work on this. Will get back to in the next few minutes.

Rav

Hi Diane, back again.

Ok, I've got some news from our dev team about this. They've let me know that its the shared access that is causing a conflict and looks to be the cause of the problem here. They have also advised the below steps which should solve it and get your access restored.

Please note though, it involves removing yourself from the account you were added to as a 'staff' member in the Reckon Portal. I'll outline the steps below -

• Login to the Reckon Portal here - https://portal.reckon.com/
• Click on Account on the left then Staff
• Click on the menu button (3 dots) on the staff listing
• Select the Remove option
• Once that is done, login to your Payroll App account and you should be able to access it normally but please let me know either way

Diana_10861774

Hi Rav,

thanks for that. The accounts that I am listed as staff are not the ones that are using the payroll app does that matter?

the one using the payroll app that is causing the conflict has me as administrator so should I remove myself as administrator or is it that I am listed as staff elsewhere that is the problem?

thanks for your help

Diana

Rav

Just the other one that is using the Payroll App should do the trick

Diana_10861774

Hi Rav,

still no luck. I’ve removed all my shared access from the account that is using the app and it’s made no difference.

any ideas?

thanks Diana

Rav

Hi Diana,

I've just had another look at your account this morning and its still showing the other account as being linked to yours.

When you go through the steps from my reply here does it show that the other account has now been removed? ie. it doesn't show up in the list anymore?

Diana_10861774

Hi Rav,

could you please tell me which book it is. I removed the only one I know of that is using the payroll app. I wasn’t listed as staff for that one anyway.

perhaps it’s another book using the app that I’m not aware of

thanks

Rav

Hi Diana,

Just before that, I've made one small change on my end just now which I'm hoping solve this for you without having to go through any unlinking etc but can you please close the app in full and then retry one more time and let me know?

Diana_10861774

Still no change unfortunately. I closed the app twice but no luck

Rav

Alright, no worries. I'm going to shoot your a Private Message now with some details of the linked account that is still appearing with yours.