Please help. Can't fix 1 Employee to proceed.

estrahan
estrahan Member Posts: 7 Novice Member Novice Member
in Reckon Payroll

Hi,

I'm completing the STP2 checklist, and I've got one employee who is listed as a Foreign Resident as there were not enough details supplied. I have tried deleting in Reckon One under Contacts but it still wont let me.

In the Payroll section, when I click on the Employees link the page just sits trying to load, so I can't edit this employees profile or delete it either.

If this could be rectified then I could proceed.


Thanks for your help. (I have payroll to process on Monday! So I'm freaking out a bit!)

Erin

Comments

  • estrahan
    estrahan Member Posts: 7 Novice Member Novice Member

    Ok, I have fixed Part 1 and been able to complete the checklist and update to STP 2.

    I fixed it by: Finding an Expense Claim linked to this employee, removing his contact, and then deleting his Employee Contact Card under CONTACTS --> EMPLOYEES in left hand side menu.

    I have now called Reckon Support to lodge the problem with loading any information in the Reckon payroll to do with Employees. I can load Pay Items, Suppliers, Settings but I CANNOT load Employees, Super Funds, Send Invites to use Reckon Mate. I'm really hoping this can be sorted soon as I have Payroll on Monday. Reckon has advised me tech support doesn't work on weekends and so I will have to wait until Monday for it to be rectified ! Eek!


    Anyone else had this trouble?

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

    Hi there @estrahan

    Is this still occurring for you if you access Reckon Payroll today?

    What is happening on-screen when you try to access your employees in Reckon Payroll? Are you encountering an error message? If so, what is it?

  • estrahan
    estrahan Member Posts: 7 Novice Member Novice Member

    Thanks so much for your response RAV. Yes this still happens when I login today.

    the employees page just sits on 3 blue dots as if something is loading.

    if I click on Pay Runs I can see the list of pay runs but it just says that there is an error and pay runs canโ€™t load.

    the same error comes up when I click on super funds or invite to Reckon Mate under settings.

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

    Thanks @estrahan

    I think we might need to take a closer look into what's happening there. Are our support team already having a chat with you and investigating this?

    I was about to shoot through a request to access your book however it looks as though this has already been done so I think our team might already be on the case.

    Let me know if that's correct.

  • estrahan
    estrahan Member Posts: 7 Novice Member Novice Member

    Thanks Rav,

    The technical team are still working on this problem. I now have two GovConnect accounts linked to our ABN, 2 books in Reckon Payroll with the same Software ID for STP2, and still no access to employee information or payrun details.

    I am currently processing and calculating payroll for all our workers (18) manually with paper tax tables.

    Hopefully somebody will be able to help me soon. I'm a little stressed.


    Thanks,

    Erin

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