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Cannot Complete Employee update after updating to STP2

Sue_K

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.

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Rav

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

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

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

Just granted the access and messaged you, thanks heaps

Rav

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

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

Rav

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

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

Rav

Awesome, glad to hear its all sorted 😊