Reckon Payroll upgrade for Reckon One - Frequently Asked Questions (FAQ) 🙋‍♂️

Rav Administrator, Reckon Staff Posts: 14,823 Community Manager Community Manager

Upgrading to Reckon Payroll - FAQ & Important things to know

Hi everyone!

We've put together a few important things to know and answers to common questions when it comes to Reckon Payroll so your upgrade is as smooth as possible. Check it out below!

I have logged in and entered my MFA, why am I being told that I don't have permission?

To be able to log into Reckon Payroll, you must have System administrator access or Payroll administrator access. This is determined by the role assigned to you.

To learn more about permissions, check out our help guide HERE.


Why am I seeing 'Contact number is required' after selecting the Complete Employee, when I have entered a contact number for this employee?

The ATO requires a contact number to be included in STP Phase 2 pay run submissions.

We send the phone number that is listed in the employee's mobile number field and if this is not populated in Reckon One, you'll just need to add it in Reckon Payroll under Contact number.


Why am I getting the error Employee's LeaveStartDate can not be before Hire Date?

There is currently a clash in the way the data is saved in Reckon One when the leave date for an employee is prior to their hire date. When attempting to correct this in Reckon Payroll, the validation will cause an error to be displayed.

The workaround is to go to Reckon One and adjust the leave date or hire date accordingly, ensuring the leave start date is not before the employee's hire date.


There seems to be differences in the layout when viewing my employee's in a pay run?

There are some slight differences in how we display certain values and data in the pay run in Reckon Payroll compared to Reckon One.

1️⃣ Pay Run Statuses

Previously in Reckon One, you'd see the Paid status on an individual pay run, and then have to go to the Single Touch Payroll screen to check the status of the submission.

However since sending your STP submissions is integrated within Reckon Payroll, there is no need to access GovConnect to send your data to the ATO. Submissions are sent directly from the pay runs screen, so we've included the DONE status which refers to the pay run as submitted to the ATO which is much simpler 🙂

2️⃣ Pay Run Summary

We display all values in the pay run list in Reckon Payroll, grouping them by the pay item type, and provide a pay run summary for each pay run.

3️⃣ Superannuation

Superannuation contributions are grouped under the one Superannuation category in Reckon Payroll, rather than split under Deductions & Employee super contributions and Company summary as in Reckon One which is simpler and more streamlined.


Why am I not seeing all my books in the book switcher?

When accessing the Payroll Book Switcher, only those Reckon One books that have the payroll module will be displayed for you to select.

If you are accessing the Reckon One Book Switcher, you will see all books associated with your login.


Why can I not save changes to the Account defaults under Settings > General?

If you are attempting to save changes to the Account defaults, and they are not saving, its because you don't have the required fields completed under Company Details.

The workaround is to go to Settings ➡ Company Details and fill in the required fields -

  • Contact Name
  • Contact Email Address
  • Contact Phone
  • Contact Address

Once saved, go back to Settings ➡ General and save the Account default changes.


Why can't I login to Reckon Payroll directly with my SSO login (Google/Office) or user name (eg. johnsmith)?

This is coming to Reckon Payroll very soon!

If you're currently logging into Reckon One with an account that uses an SSO login eg. Google/Microsoft Office or have a user name as opposed to a email address, then please login to Reckon One as you normally do then access Reckon Payroll via the Check it out banner or if you've already upgraded to Reckon Payroll, click on Payroll in the left menu in Reckon One.

Check out our help article linked below for more details on any of the above and for more useful information relating to Reckon Payroll -


  • estrahan
    estrahan Member Posts: 7

    How is everyone going with this upgrade? We are having a few technical difficulties. Hoping the tech team can get it rectified soon.

  • Rav
    Rav Administrator, Reckon Staff Posts: 14,823 Community Manager Community Manager

    Hey there @estrahan

    By and large everything seems to be going ok, we have come across a couple of little niggles that are affecting a small number of users which we're in the process of ironing out at the moment. I've flicked you a reply on your other post HERE 😊

  • Manorford
    Manorford Member Posts: 8

    I have an issue where the system is telling me something went wrong when doing the transfer and checking of the new codes at the Allowance point. Can anybody assist??

  • Rav
    Rav Administrator, Reckon Staff Posts: 14,823 Community Manager Community Manager

    Hi @Manorford

    I've flicked through a reply on the separate post you created earlier this morning HERE.

    Cheers 🙂