Cannot Complete Employee update after updating to STP2

Sue_K
Sue_K Member Posts: 8 Novice Member Novice Member
in Reckon Payroll

I am having issues with just one employee. He was missing an email and phone contact however the system will not let me update. I keep getting the message:

“Error when trying to update employee details

 ErrorCode occurred while creating employee from the payrun.”

I have tried adding details via both using the complete employee details pop up that comes as well as just a direct edit of his contact details under his page. I have tried entering the mobile number as one number and with spaces but I just cannot get past the error message and therefore he is sitting there incomplete. Any suggestions so I can fix this before next Thursday's pay run please? We are only using the Payroll software.

Answers

  • Rav
    Rav Administrator, Reckon Staff Posts: 13,740 Reckon Community Manager Community Manager

    Hi there @Sue_K

    Have you already started the STP Phase 2 Checklist in Reckon Payroll? If not, then can you please use the Product Switcher in the top left corner to go back to your Reckon One book then close Reckon Payroll.

    Once you're back in, go to the Employees menu in your Reckon One book and add in the email address and phone number (in the mobile number field) to the employee here. Once that is done, open Reckon Payroll again and those details should appear.


    Hopefully that helps but let me know how you get on.

  • Sue_K
    Sue_K Member Posts: 8 Novice Member Novice Member

    Thanks Rav, unfortunately I have already completed the Checklist. I had another employee that needed email and phone updated though to 'complete' and that one worked fine.

  • Rav
    Rav Administrator, Reckon Staff Posts: 13,740 Reckon Community Manager Community Manager

    No worries, thanks for trying @Sue_K

    Ok, a couple of things -

    First, I'm going to send through a request to share your Reckon One book with us for support purposes only. If you're ok with us taking a look, please review and accept the request that will come through to your email and let me know when you have.


    Secondly, can you send me a private message and let me know the following details -

    • Name of the employee that this applies to
    • The mobile phone number and email address that you were trying to add in for them


    I'll see if I can try it out on my end and if it doesn't work then I'll get it over to my devs to investigate.

  • Sue_K
    Sue_K Member Posts: 8 Novice Member Novice Member

    Just granted the access and messaged you, thanks heaps

  • Rav
    Rav Administrator, Reckon Staff Posts: 13,740 Reckon Community Manager Community Manager

    Thanks @Sue_K

    Got the details from your message and just tried it out on my end but unfortunately ran into the same error. I've put the details of this together into a case though and shot it over to my devs so they'll take a look and hopefully have it solved quick-smart.

    I'll let you know as soon as I hear back from them about this.

  • Sue_K
    Sue_K Member Posts: 8 Novice Member Novice Member

    Cheers thanks Rav, it's probably something I've done but hopefully they can sort it for me.

  • Rav
    Rav Administrator, Reckon Staff Posts: 13,740 Reckon Community Manager Community Manager

    Morning @Sue_K

    My devs have just got back to me and advised that this should now be all fixed up for you.

    When you have a chance can you please check over this particular employee's info and just confirm all is correct and ok.

  • Sue_K
    Sue_K Member Posts: 8 Novice Member Novice Member
    edited August 2023

    I've just checked and it looks fine. Thanks heaps for your prompt assistance!

  • Rav
    Rav Administrator, Reckon Staff Posts: 13,740 Reckon Community Manager Community Manager

    Awesome, glad to hear its all sorted 😊

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