Trying to upgrade to Reckon Payroll

melmar
melmar Member Posts: 7 ✭

I have been trying to upgrade to the new payroll but I keep getting the something went wrong error, does anyone know how to fix this? Thank you

Answers

  • Rav
    Rav Administrator, Reckon Staff Posts: 15,087 Community Manager Community Manager

    Hi @melmar

    Your post has been created in the Reckon Accounts Hosted category, can I just confirm that is the Reckon software you're using? (Info: I need to create a post.. which category do I select?)


    Also, where specifically are you encountering this error message? If you have a screenshot that would be great.

  • melmar
    melmar Member Posts: 7 ✭

    when I click on get started at the top of the screen and it tries to take me to payroll, reckon one is what im using..

  • Rav
    Rav Administrator, Reckon Staff Posts: 15,087 Community Manager Community Manager

    Thanks for that @melmar, I've moved your post over to the correct category.


    After you click on the Go to Payroll button in the green banner at the top, Reckon Payroll will launch. Does that error message appear immediately? ie. Reckon Payroll doesn't open properly?

    Or is there something you're attempting to do after Reckon Payroll opens when you encounter it?

    Are you following the process outlined in our upgrade how-to video here? Upgrading to Reckon Payroll from Reckon One 🚀

  • melmar
    melmar Member Posts: 7 ✭

    It tries to open the payroll screen but the error comes up first..

  • Rav
    Rav Administrator, Reckon Staff Posts: 15,087 Community Manager Community Manager

    If you've been using Reckon One for payroll and STP submissions for a while and are now in the process of upgrading to Reckon Payroll but encountering an error message, the first thing I'd recommend checking is 👇

    1️⃣ Check if your branch number in Reckon One is blank


    Check the branch number field in your Reckon One book by going to Settings ➡ Book Settings ➡ Branch Number

    Please ensure there is a valid entry in this field and it matches the branch number for your existing STP entity in GovConnect and select Save.

    ℹ️ If your ABN does not have a specific branch number the default is 001.

    Once you've done the above, launch Reckon Payroll again.


    Let me know how you get on.

  • melmar
    melmar Member Posts: 7 ✭

    Hi, I did set the book number to 001 awhile ago but still happening..

  • Rav
    Rav Administrator, Reckon Staff Posts: 15,087 Community Manager Community Manager

    Hi @melmar

    I've just sent an access request to your book so we can take a closer look into what's going on there. It'll come through via automated email to the email address that owns the Reckon One book.

    Can you please take a look when you have a chance and grant access. Let me know when you've done that.

    Cheers

  • melmar
    melmar Member Posts: 7 ✭

    Hi, I have granted access..

  • Rav
    Rav Administrator, Reckon Staff Posts: 15,087 Community Manager Community Manager

    Thanks for that. I've had a quick look and I believe what's causing the Something went wrong error on the Allowances section is because on of the allowance items doesn't have an expense account assigned to it whereas all others do.

    You'll need to assign an expense account to the travel allowance item by going to Settings ➡️ Pay Items ➡️ Allowance and click the Edit button.

    Or alternatively, if you don't require that particular allowance item you can delete it by selecting the menu button.

    Once you've done that, relaunch the STP Phase 2 Checklist and give it another go. It should work for you but let me know if you still have any trouble.

    Cheers

  • melmar
    melmar Member Posts: 7 ✭

    as soon as I click on payroll settings I get the same message :(



  • Rav
    Rav Administrator, Reckon Staff Posts: 15,087 Community Manager Community Manager

    Right ok, if its opening to the Something went wrong error message as soon as you launch Reckon Payroll then you can get around that by either;

    • Logging in using a different browser

    Or

    • Clearing the browser cache and cookies for that page

    Doing either of the above will return Reckon Payroll back to the opening screen so that you can then access the regular screens.

  • melmar
    melmar Member Posts: 7 ✭

    That worked thank you!