2021-2022 employee data lost

Mark THACKER
Mark THACKER Member Posts: 4 Novice Member Novice Member
edited January 2024 in Reckon Payroll

Today I opened the Payroll App on my phone, all year each month it has opened straight into the App and I can do the payroll entries and upload to the ATO.....but today it asked me to sign in. It said there was a problem, so I had to reset the password and I was able to log in....but now all of the employee and pay data for the last 11 months is not accessible. Last year I had to set up Branch 2 for the business to use this App, but now I can't get to that data. How do I get to the 2021-2022 data?

Comments

  • Rav
    Rav Administrator, Reckon Staff Posts: 16,720 Reckon Community Manager Community Manager

    Hi @Mark THACKER

    Sorry to start with the basics but, have you logged in with the same email address & password that you used when the account was initially created?

    What is the ABN that you've been using with the Payroll App?

  • Mark THACKER
    Mark THACKER Member Posts: 4 Novice Member Novice Member

    Hi Rav,

    Yes I have logged in with my email address as usual but the password didn't work, so that is now reset adn I can log in. As I mentioned for the previous 11 months I just opened the App on my phone and didn't get asked to log in, but today was different. The ABN is 13108135191 and it has been branch 2 that I've been using this tax year.

  • Rav
    Rav Administrator, Reckon Staff Posts: 16,720 Reckon Community Manager Community Manager
    edited July 2022

    I've just had a look in our system using the ABN and I can see there have been quite a few branch registrations created for your ABN but I do see the branch 2 account as well which is still available and has data attributed to it.

    I can't disclose account details on this public site but your branch 2 account is registered to an email address that is not the same as the email address that you've used to register to this Reckon Community account you're using. Instead that account looks to be under a personal email address as opposed to the business email that you've used.


    Sorry to be cryptic but hopefully that points you in the right direction as I think this is case of mistaken email address/account details. The reason I say that is because there is actually a separate Payroll App account that IS registered under the business email but for GST branch 1. From the looks though, that account has never been used and I believe that's what you're currently logged in under right now.


    Hopefully that makes sense but let me know if you have questions.

  • Mark THACKER
    Mark THACKER Member Posts: 4 Novice Member Novice Member

    I think I know what you mean... to get from STP to Payroll last year I think I had to set up with another email address. Because I didn't have to log in all year for the App (until today) I'd forgotten I had to do that. Thank you Rav.

  • Rav
    Rav Administrator, Reckon Staff Posts: 16,720 Reckon Community Manager Community Manager

    Good stuff, let me know if you still have any trouble.

  • Rav
    Rav Administrator, Reckon Staff Posts: 16,720 Reckon Community Manager Community Manager

    Hi @Mark THACKER

    Just checking in, were you able to get logged in ok?

  • Mark THACKER
    Mark THACKER Member Posts: 4 Novice Member Novice Member

    All good, thanks Rav.