Payroll App-Migration dint work

tenille
tenille Member Posts: 6 Novice Member Novice Member
edited January 3 in Reckon Payroll

HI. I have a client whom I am trying to do their STP finalization and we can't log into their payroll app. It says migration didn't work.

Name is Brain Bone and ABN 27 305 591 201

Can someone help us please?

Thanks, Tenille

Comments

  • Rav
    Rav Administrator, Reckon Staff Posts: 16,612 Reckon Community Manager Community Manager

    Hi @tenille

    Have you previously been able to login to this Payroll App account successfully? ie. is this error message a new occurrence OR has it always been the case when trying to access the account?

    Merry Christmas & Happy New Year everyone! 🎅🎆

    I'm on leave from 23 December and back on deck again January 6th.

    If you're working through the holiday period, we've got support available and you'll find our holiday hoursHERE.

  • tenille
    tenille Member Posts: 6 Novice Member Novice Member

    I think its been the case since the rollover and just never got fixed.

  • Rav
    Rav Administrator, Reckon Staff Posts: 16,612 Reckon Community Manager Community Manager

    Thanks @tenille

    From the sounds of it the migration of data from the old STP app to the Payroll App must have failed when it was attempted and the attempts to do so have now been exhausted.

    This isn't something I can solve myself but instead I've put the details together and sent it over to my dev team who can hopefully give me a hand.

    I'll let you know as soon as I hear back from them on the next steps forward.

    Merry Christmas & Happy New Year everyone! 🎅🎆

    I'm on leave from 23 December and back on deck again January 6th.

    If you're working through the holiday period, we've got support available and you'll find our holiday hoursHERE.

  • tenille
    tenille Member Posts: 6 Novice Member Novice Member

    Great, thank you, much appreciated!!

  • tenille
    tenille Member Posts: 6 Novice Member Novice Member

    Hi @Rav any luck yet?

  • Rav
    Rav Administrator, Reckon Staff Posts: 16,612 Reckon Community Manager Community Manager

    Its currently with our developers to perform some work on their end to try and reset your migration status and there's a fair bit involved with that from what I understand. Its in the right place at the moment and I'll let you know as soon as I receive word that its done.

    Merry Christmas & Happy New Year everyone! 🎅🎆

    I'm on leave from 23 December and back on deck again January 6th.

    If you're working through the holiday period, we've got support available and you'll find our holiday hoursHERE.

  • Rav
    Rav Administrator, Reckon Staff Posts: 16,612 Reckon Community Manager Community Manager

    Hi @tenille

    Just getting back to you on this. My Dev team have just got back to me today and confirmed that the migration status has been reset and you can try it again now.

    Ensure that you're logging in with the same email address and password as your former STP app account.

    Merry Christmas & Happy New Year everyone! 🎅🎆

    I'm on leave from 23 December and back on deck again January 6th.

    If you're working through the holiday period, we've got support available and you'll find our holiday hoursHERE.

  • tenille
    tenille Member Posts: 6 Novice Member Novice Member

    Hi Rav,

    So we did all that and 20 minutes later it was still thinking. The app got closed and now we can still log in but when we try to do the migration again it says the ABN & branch number is already registered. This has become a very painful & drawn out exercise, what can we do next?

  • tenille
    tenille Member Posts: 6 Novice Member Novice Member

    @Rav please see above

  • Rav
    Rav Administrator, Reckon Staff Posts: 16,612 Reckon Community Manager Community Manager

    Hi @tenille

    Can you please perform the below steps -

    • Logout of the Payroll App (if you can)
    • Close the app in full ie. swipe it away from any other apps running on your phone at the moment
    • Head over to this page https://payroll.reckon.com/ preferably on a PC
    • Sign in with your usual login details and follow the prompts to migrate
    • Once that is complete, reopen the Payroll App on your phone and sign in

    Merry Christmas & Happy New Year everyone! 🎅🎆

    I'm on leave from 23 December and back on deck again January 6th.

    If you're working through the holiday period, we've got support available and you'll find our holiday hoursHERE.

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