could not login@community manager

Sarah_10864404

Hi there, i registered reckon payroll last thursday, but it would not let me login.

can you please check this for me?

Rav

Hi Sarah,

When you registered your account on Thursday were you able to login successfully back then? ie. is this a new error that's only just occurred today?

If so, can you let me know the ABN that you've registered to your Reckon Payroll App account please.

Cheers

Sarah_10864404

I registered reckon one. and then download the reckon payroll app. never login in successfully. I thought it was not set up my account yet. but uptill now , i still could not login.

the abn is 69 650 143 767

Sarah_10864404

i am new to reckon, if i only want the payroll service for now. can i cancel the reckon one. and reregistered as reckon payroll .

Rav

Thanks Sarah. I've just had a look and yes the error message you're currently receiving is due to your active Reckon One book having the exact same name as your Reckon Payroll App account.

Currently the Payroll App cannot create an account successfully when it is given the exact same name as a Reckon One book that you have previously registered under the same email address.

Your Reckon One book is currently active, so to solve this you can login to your Reckon One book from here and slightly rename your book by clicking the menu button on your book in the book launch screen > Settings > Change your book name

Below is a quick screen recording as an example (click on it for a larger view)

Once you've renamed your Reckon One book you can cancel it if you wish if you have no intention of using it anymore.

Sarah_10864404

thank you Rav. will try it now. let you know later.

Sarah_10864404

can you show me how to cancel reckon one. Rav?

Rav

You can deactivate your Reckon One book from the same portal screen above. I'd recommend only doing that after you've renamed the existing Reckon One book.

There's more info on how to deactivate your book in the help guide linked below -

https://help.reckon.com/article/jkxqpraah0-jkxqpraah0-deactivate-your-subscription

Sarah_10864404

i renamed it as c123 ,now just deactivate my subscription? would it affected the reckon payroll app account?

Sarah_10864404

hi Rav, the issue continued.

Rav

Give it another go now Sarah, it should work this time but let me know if not.

Cheers

Sarah_10864404

Hi Rav, what should i do now

Rav

Select the continue option and follow the prompts.

Sarah_10864404

I did and it tells : this ABN & branch number is already registered

Rav

Right ok, I've just made a small change on my end. Can you please try again by closing the app in full (swipe it away from any other running apps on your phone) and log back in. Follow the prompts to register your ABN into app and complete the process.

It should go through normally but let me know if you still have any trouble.

Cheers

Sarah_10864404

in the book details page, it is uploading for 5 mins . i am not sure if this is an trouble

Sarah_10864404

and it is still loading.....

Sarah_10864404

i swip out the app and log back in . but it continue the wait up notice:you can't use this app to manage your existing books...

Rav

Hi Sarah

• Close your app down in full
• Head over to https://payroll.reckon.com/ preferably on a PC and sign in with your existing Payroll App login details
• Follow the prompts to register your ABN and complete your account
• Once that is completed sign in to the app on your phone and it should allow you to access the account.

Sarah_10864404

It won’t let me creat account through web. It ask me do it on app first

Rav

You don't need to create a new account. You've already got an account under your email address. You need to sign in.

Sarah_10864404

After I put my email address and password. It leads me to this page. Won’t let me put my company details

Rav

Are you signing in (not creating a new account) using the same email address that your Community account is currently registered under?

When I check our system, I can see a Reckon Payroll App account under that email address.

Sarah_10864404

Yes , I just sign in using my email address and password I used in the reckon payroll app.

the email address is the same as my community account email address.

but different passwords

Rav

Hmmm ok, that's quite strange. It should be working as far as I can see from my end.

Can I get you to try one more time in the mobile app and if it still gets stuck loading, take a screenshot and post it here. I'll see if my dev team can do a bit of investigating to see why its getting stuck for you.

Sarah_10864404

This is Still not working

Sarah_10864404

I continued and put company details. It’s keeping on loading . Could not go through

Sarah_10864404

Still loading, please do some dev investigation if you need

Rav

Just leave this with me for a bit Sarah, I've put the details together into a case and sent it over to my dev team to take a look at.

I'll let you know as soon as I hear back from them more news.

Sarah_10864404

Thanks Rav, appreciate it

Rav

Hi Sarah,

My devs have been super quick and they've just got back to me in relation to this.

They've asked if you can please try logging into the Payroll App now and confirm if its successful for you or not.

Let me know how you get on.

Cheers