Already on premium but it still requested me to update and keeping failed

Hannah
Hannah Member Posts: 1 Novice Member Novice Member
edited January 3 in Reckon Payroll 🚀

Dear sir or madam,

I have a reckon payroll app which has been upgraded to premium before. I would like to switch to STP phase 2 but the Payroll Web said 'STP Phase 2 is the next step in the Single Touch Payroll (STP) journey. Upgrade to Premium to make the switch. Your free trial has expired, so you no longer have access. To gain access again, upgrade your subscription in the Payroll Mobile App.' But when I logged into the mobile app, it asked me to upgrade, and I filled in my app store password, then it shows the error message 'Your code limit has been reached. You have redeemed the maximum number of these codes per Apple ID.' Please see attachments.

I have called your technical and payment team and they both confirmed that I am on premium and pay $5 each month currently.

Please advise me what I should do now to ensure the app could be used functionally.

Thanks.

Han

1.jpg
2.jpg
3.jpg


Answers

  • Lucas
    Lucas Reckon Staff Posts: 233 Reckon Staff
    edited November 2023

    Hi @Hannah,

    This is a strange one, I will need to investigate this issue further.

    I do apologize for the inconvenience, and I will get back to you as soon as possible.


    Cheers,

    Lucas

  • Lucas
    Lucas Reckon Staff Posts: 233 Reckon Staff

    Hi @Hannah,

    Could you please privately message me your email address and book name, so I am able to request access and further investigate.

    I will need to have someone in our development team take a look at the information you have provided and see what could be causing the issue for you.


    Thank you for your patience and understanding.


    Cheers,

    Lucas

Categories