Activating Desktop Version

pgsails_10864374

I use Hosted onlne works fne and I also have the desktop version Enterprise.

After installing the latest version in July recently software advise re activation require.

After entering the correct code a window advise congratualtons activation correct.

But the software again advises not activated.

I have contacted the online chat and not resolved, phoned and spoke to a person again unable to resolve and advised they would pass this on and I would receive help. Nothing heard.

Sent an email with all details of the problem screen shots of all windows again nothing heard.

Any help appreciated

Unknown

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GerryWinter

SMS me your customer ID and Pin and i will see what i can do for you.

Rav

Hi there @pgsails

Really sorry to hear you've tried to get help for this and it hasn't solved it for you.

I have contacted the online chat and not resolved, phoned and spoke to a person again unable to resolve and advised they would pass this on and I would receive help. Nothing heard.

Sent an email with all details of the problem screen shots of all windows again nothing heard.

I'd like to follow up, particularly what you've outlined above. Do you have a case number at all for the calls and/or email that you've sent through to us?

Cheers

pgsails_10864374

Disappointing that a long time customer needs to go to a community post to advise Reckon of a massive fail.

Told it will be escalated but nothing happens.

Online chat and Phone support both a complete fail.

Reckon are great for software that requires re activation / instead of being simple it is difficult and staff are not in the loop and don't know how to resolve problem.

A very unhappy customer.

Rav

Hi @pgsails

Not sure if you saw my reply above but as I said I'm happy to follow this up and see where things have gone wrong on this occasion. If you can give me the case number that will be great as I can use as a starting point.

Cheers

Unknown

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pgsails_10864374

Thanks Rav,

Need all the help possible, advised by online chat to uninstall and re install this made no change.

Have logged and entered my problems but as yet no ticket has arrive so not much help, there.

I have software that reports as expired and no one at Reckon seems to be able to resolve this issue.

So far online chats x 2, Phone x 1 emails x 3 ( no reply to emails) the online chats and phone contacts not helpful as no further advanced.

I would have though if they could not resove this issue it would get escalated, istead the last advise reinstall will fix it. Has not worked.

I would have though getting this nailed and fast is good for Reckon. If this type fail was in the public domain not a good look for the software. Poor support and unable to solve what should be a simple problem worrying.

pgsails_10864374

emails sent to customerservice@reckon.com

Rav

@pgsails

A member of the team will be responding to the email you've sent through today shortly.

Cheers

pgsails_10864374

Ok.

Proves never give up wins.

This is how it works obviously Reckon won't confirm this and when pressed said will pass it onto their team.

It hit the bin.

I have Hosted Accounts and the desktop verions is complimentary. But you need it as no internet no books or record or anything so esential that the desktop version is there just in case.

Every year close to anniversary payment time the desktop version goes into need to re activate mode and can't be activated until about a week after this date. I have been trying along with the chatline phone call

takers are unable to resolve re activation because the software is lamed out and can't be activated until they unblock it.

This they say is not possible.

I just asked why you would do this, beats me.

But the same thing has happened every year.

I guess wait a week and then try my bet is there will be no problem.

Software now activated how strange.

Unknown

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pgsails_10864374

OK.

Reckon have phone me thinking I still had an issue.

Advised activation of Desktop version possible and done. Software now works and after discussing the issue again Reckon have the idea it is just a complimentary thing they throw in with the online.

I advised the desktop is absolutely vital. Often we hear about a large business which only runs online / Coles or a Woolworths. The internet goes down and nothing is available they shut their doors to all trade.

The same would happen if you only had online Reckon. No access to customer jobs details quotes if the internet fails. The Desktop version if updated at least every few days could provide near real time details, invoices, customer records, jobs and quotes.

Confirmed the Desktop version is deactivated and made to be re activated on the paymnent anniversary. Not sure must be some weird thinking at Reckon if you don't pay the software won't work but as I'm on auto renewal they are certain to be paid. Why you would put your good paying customers through this trouble is strange.

Worse is the the Reckon help staff should be aware of this and advise customers this is happening not keep telling them do a reinstall or try these code numbers which can't work until the software is turned back on.

Hopefully Reckon take this on board. Remember you need us / customers who pay the fees we do need looking after. Reckon needs to fix this , it is unacceptable.

I'm done.

pgsails_10864374

Phone call today from Reckon.

This is the fix unless they change how this works.

If you have Hosted online as your main software and Enterprise Desktop as a backup you need to do this once the new version is available to download in your members area.

Call Reckon and ask them to add the desktop version to your profile. This must be done for the new version as it can only be done manually.

Due to being only a complimentary bonus and as such not a license holder and won't auto update this information.

This explains why activation did not occur until Reckon updates this in your profile.

Hopefully Reckon help staff are like me now better educated and I will look for my diary reminder to call.

Acctd4

Good to know! Thanks for that info @pgsails 😊

pgsails_10864374

Ok.

Just an update.

If you have Hosted Accounts and use the complimentary Desktop version.

This will deactivate on the anniversary date of your Hosted Accounts subscription.

Just contact support an email asking if they could kindly manually add the complimentary version to your Account Profile.

Takes a day or so.

Reckon Support is 10 out of 10 just ask they are helpful.