Reimbursements not loading

Saz02h
Saz02h Member Posts: 46 Reckoner Reckoner
edited January 2024 in Reckon Payroll

We are in a pay run and having this issue not being able to load in any reimbursements? We did not have this issue last week

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Best Answer

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

    Hi @Saz02h

    How did you give this other person access to your book? Did you share your companion Reckon One book with them or some other way?

    More specifically, did you also share the STP entity in GovConnect to them as well?

    Any shared users must have access to both the book and also the STP entity in order to access and use Reckon Payroll.

    Let me know when you can

    Cheers

Answers

  • Saz02h
    Saz02h Member Posts: 46 Reckoner Reckoner
    edited September 2023

    We are in a pay run and having this issue not being able to load in any reimbursements? We did not have this issue last week

    image.png


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

    Hi @Saz02h

    If you refresh the page using Ctrl and F5, does that help to load the pay item list?

  • Saz02h
    Saz02h Member Posts: 46 Reckoner Reckoner

    No it is still the same error.


    we have also logged out and in numerous times

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

    Thanks for trying @Saz02h

    We just pushed through an update to Reckon Payroll and its just gone live in the last couple of minutes. Can you give it about 5-10 minutes and then logout of Reckon Payroll altogether, log back in and try again.

    Hopefully that has got things back on track but let me know how you get on.

  • Saz02h
    Saz02h Member Posts: 46 Reckoner Reckoner

    We are still having the same issue, this has not seemed to fix it on our end. i will try again in another 15 minutes but let me know if there is anything else i can try.

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

    Just a couple of things to check off.

    Are your reimbursement items setup correctly? Have you been able to use them in a pay run in Reckon Payroll before?

    If you go to Settings ➡️ Pay Items ➡️ Reimbursement, are the relevant reimbursement items active and have an account assigned to them?

  • Saz02h
    Saz02h Member Posts: 46 Reckoner Reckoner
    edited September 2023

    hi Rav

    yes we have used the reimbursements last week and the week prior with no issue

  • Kali
    Kali Member Posts: 401 Reckon Star Reckon Star

    @Rav what did this update correct? Why are these type of things not communicated to everybody?

  • Saz02h
    Saz02h Member Posts: 46 Reckoner Reckoner

    The only other difference is we created a new user, and we are logged in via that. Not sure if that affects this though as we have been able to do everything else in the payroll?

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

    @Saz02h

    If you're still experiencing this on the existing payrun you're trying to create, please delete the pay run altogether and recreate it.

    After doing so, the pay item list should populate correctly on a new pay run. Let me know how you go.



    @Kali

    I don't want to derail this post from the OP's query but for some context, the release today was a minor one specifically to address some dips in performance and loading times. Nothing really exciting to report in terms of features/functionality or other fixes. I'm keeping a very close eye on what's happening with Reckon Payroll as I'm sure you've seen already across the Community. When we have releases or updates that have fixes or updates to functionality, I'll certainly be communicating this to the community.

  • Saz02h
    Saz02h Member Posts: 46 Reckoner Reckoner

    Ok i will try that next week and let you know. We just processed the pay manually to get it in today and will update the program next week.


    thanks

  • Saz02h
    Saz02h Member Posts: 46 Reckoner Reckoner

    Hi Rav

    we had the same issue this week, it appears to only be on one of the new users we set up after migrating from payroll premier, we have given them full access as a user with payroll administrator access and they still cannot add reimbursemnets. all other functions are working fine when they are logged in. any suggestions

  • Saz02h
    Saz02h Member Posts: 46 Reckoner Reckoner

    thanks rav i changed all the permissions and this seems to have fixed my issue

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