Reckon Hosted Portal can't access

Kim McFarlane
Kim McFarlane Member Posts: 11 Reckoner Reckoner
in Accounts Hosted

Hello I have been trying since yesterday to access the reckon portal to lodge a STP payroll lodgement and can't get the loading page. Is there a problem? Is there something I can do from my end? I have cleared my browser history and I can't find anything else I can do. This was a lodgement I was trying to do at around 5pm. I did another client earlier in the day around noon and their access appeared to work. URGENT HELP PLEASE. This should have been finalised yesterday.

Answers

  • Rav
    Rav Administrator, Reckon Staff Posts: 16,418 Reckon Community Manager Community Manager

    Hi Kim,

    What is happening when you try going to the Portal page? Is there a specific error message appearing?

    If you try going to the Portal directly from this link https://portal.reckon.com/ does it load correctly for you?

  • Luisa
    Luisa Member Posts: 6 Novice Member Novice Member

    Hi Rav,

    I am having the same problem, I am using Hosted, when I am selecting Export it is defaulting the following page and URL, how do I change this to the link as per your message above.

    image.png


  • Rav
    Rav Administrator, Reckon Staff Posts: 16,418 Reckon Community Manager Community Manager

    Thanks for this Luisa, I've had a chat with our teams about this and we're looking into it at the moment.

    In the meantime though, if you open a separate tab on your browser and go to https://portal.reckon.com/ and login you should be able to access GovConnect normally.

    You'll just need to download the STP file you've created in Hosted so that you can upload it to GovConnect and I'll link some instructions on how to do this here.

  • Loretta
    Loretta Member Posts: 1 Novice Member Novice Member

    Hi Rav

    I am also having the same issue as Luisa when you select export it just sits at a URL screen and does not progress further.

  • Kim McFarlane
    Kim McFarlane Member Posts: 11 Reckoner Reckoner

    Hello Rav

    Thankyou for this. Yes I can access the customer portal directly, but then I can't access the Payroll STP lodgement file. I can download it to my desktop and try that way. Hopefully this will work.

  • Kim McFarlane
    Kim McFarlane Member Posts: 11 Reckoner Reckoner

    Hello Rav

    Thankyou, yes I was able to lodge this way after downloading the lodgement file to my computer first. I now have a workaround if this happens again.

  • Bev13
    Bev13 Member Posts: 11 Reckoner Reckoner

    Thanks Kim, this process has worked for me too. 😃

  • Rav
    Rav Administrator, Reckon Staff Posts: 16,418 Reckon Community Manager Community Manager

    Hi everyone, just a further update on this.

    Our dev team have just completed some work and this issue is now be solved and you'll be able to access the Portal from within Hosted as normal.

    I've just tested in my file and its working as it normally does again.

    Let me know if you still have any trouble with it.

    Appreciate your patience with this everyone and apologies for the hassle its caused today.

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