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EOFY Reckon Payroll App

DBS

Hi @Rav

We have completed all our payruns for the FY2023 and would like to complete the EOFY Finalisation asap.

We are currently on the Basic Payroll App Plan.

(We were on the Premium Plan since 31 March 2023, however we received an email from Reckon on 09/06/23 advising that our Premium plan subscription was cancelled with no reason provided. I will post this as another question after we finish our EOFY Finalisation so that it doesn't get confusing. We did call the 1300 number to resolve this and spoke with a CSR, however he was not sure why this occurred and has not called us back with a resolution.)

We had not completed any of the STP Phase 2 checklist or switched to STP Phase 2 whilst we were on the Premium Plan. We would rather start working on this and switch over after we have submitted our EOFY Finalisation.

Can you please advise if the instructions for completing the EOFY Finalisation are the same as last years and that if we can use the following video or written guide that are available on the website to complete the Finalisation?

https://community.reckon.com/discussion/8031355/creating-an-end-of-financial-year-finalisation-in-the-payroll-app

https://help.reckon.com/article/dxemdx8slf-payroll-app-end-of-financial-year-report

Have there been any reported issues with the EOFY Finalisation or anything that is being worked on?

Will we encounter any issues with the EOFY Finalisation due to being reverted from the Premium Plan to the Basic Plan as a result of the automated cancellation?

Or, are we good to go and can we go ahead and complete the EOFY Finalisation?

Accepted answers

All comments

Rav

Hi @DBS

Sorry to hear you've had some trouble recently with your plan. Can I just clarify where this was left at by our team member after your call. Is it being investigated further? Did you receive an email from your app store provider (Apple or Google) to indicate any reason for the cancellation?

In regards to your query about EOFY finalisation. Yes, you're good to go in pushing ahead and completing it. The instructions from the video and help guide still apply although some of the screens might look a tad visually different since the app has been through a heap of upgrades since I created that post above but the info is still correct.

We'll need to get your premium plan side of things sorted in order for you to continue on with STP Phase 2 afterward so would be keen to hear where things are at.

DBS

Hi @Rav

Thank you for your prompt reply.

We completed the EOFY Finalisation yesterday and all went well.

In regards to the issue with the cancellation of the Premium Plan, below are the details around this:

On 31/03/23 at 5.03pm we signed up to the Premium Plan to take advantage of the 50% off offer for 12 months. We received an email from Google Play stating "You’ve made a subscription purchase from Reckon Limited on Google Play. You will be automatically charged $4.99/month for 12 months, then $9.99/month starting from 29 Mar 2024, unless you cancel. You can cancel at any time."

Order number: GPA.XXX-XXXX-XXXX-XXXX9

Order date: 31 Mar 2023 5:03:09 pm AEDT

We were charged $4.99 on 31/03/23.

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On 30/04/23 we received an email from Google Pay stating "Your subscription from Reckon Limited on Google Play has renewed."

Order number: GPA.XXX-XXXX-XXXX-XXXX9

Order date: 30 Apr 2023 4:02:03 pm AEST

We were charged $4.99 on 30/04/23.

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Between 20/05/23 and 22/05/23 ( we are not certain of the exact date), we added a new debit card to Google Play and after adding in the new debit card, we removed the previous debit card.

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On 09/06/23 we received an email from Google Play stating "Your Reckon Payroll subscription from Reckon Limited on Google Play has been cancelled."

Order number: GPA.XXX-XXXX-XXXX-XXXX9

Order date: 31 Mar 2023 5:03:09 pm AEDT

I did advise in my initial post that we received an email from Reckon to advise the Premium Plan was cancelled, however the email was from Google Play and not from Reckon. I apologise if this confused you.

There was no reason provided in the Google Play email for the cancellation.

The order date noted in the Google Play cancellation email refers to the original subscription order date from 31/03/23.

I can also confirm that we were not charged $4.99 at the end of May.

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On 12/06/23 we contacted Reckon and spoke with a CSR. He ran through a couple of things.

Selecting the Subscribe Option on the App did not return an error but we would only receive 1 month free and all future months would be $9.99. (instead of being charged $4.99 for the remaining 12 months until 28/03/24).

Selecting the Resubscribe option did return an error message. It was something along the lines of "there are no purchase to resubscribe".

The CSR was not able to provide a solution and said he would need to escalate it to to either the Technical or Digital Team (we cannot recall exactly who he made reference to), and that he would call us back with a resolve. We have not as yet received a return call.

___________________________________________________________________

Are you able to assist us with subscribing back to the Premium Plan at $4.99 until 28/03/24?

Also, does the Phase 2 Checklist and the switch to Phase 2 need to occur by 30/06/23, or can this occur after 30/06/23 as long as it occurs before the first payrun is done for the FY2024?

Thank you again for your assistance thus far. I look forward to your reply.

Rav

Thanks for that @DBS

Can you shoot me the ABN you've registered to your Payroll App account and I'll try to track down where things have got to on our end.

DBS

Hi @Rav

The ABN is 66 141 678 846

Thank you.

Rav

Hi again @DBS

I think I've got this sorted for you now.

What you'll need to do from here is re-subscribe to the premium plan as you normally would. You'll get put on to our current offer which is a free 30 day intro period then after that your previous pricing ($4.99 for 12 months) will kick in.

Apologies again that it wasn't followed up on earlier. Let me know if you have any questions.

DBS

Hi @Rav

We have re-subscribed and it appears that it has worked as indicated. Thank you so much for assisting with this.

I have one other question I am hoping you can answer.

Does the Phase 2 Checklist and the switch to Phase 2 need to occur by 30/06/23, or can this occur after 30/06/23 as long as it occurs before the first payrun is done for the FY2024?

Rav

Good to hear, thanks for confirming 👍

Does the Phase 2 Checklist and the switch to Phase 2 need to occur by 30/06/23, or can this occur after 30/06/23 as long as it occurs before the first payrun is done for the FY2024?

The latter. You'll need to complete the Checklist prior to your first pay run for the 2023/24 financial year which need to be STP Phase 2 compliant.

DBS

@Rav

Great - thank you so much for the confirmation!

Thank you also for your prompt replies and for resolving the issue with the Plan. I am very grateful.