Payroll MFA not working

Conp
Conp Member Posts: 6 Novice Member Novice Member
in Reckon Payroll

I have been trying to log into Payroll this evening and the system will not send me the MFA SMS to complete the login!

I cant get into Payroll it needs to be completed today and no help available!!

can anyone help???

Comments

  • JacqFrancis
    JacqFrancis Member Posts: 2 Novice Member Novice Member

    i have been using MFA Codes and receiving them via sms for stp without any problems.

    i am now trying to log onto my accounts and am not receiving an sms, even though reckon is saying sent. help! i cant log in!

  • Andrew_10165494
    Andrew_10165494 Member Posts: 5 Reckoner Reckoner

    Me too.

    No SMS recvd from multiple attempts.

    Other party SMS recv'd ok so phone is good .

    Nowhere to go…

  • aabooks
    aabooks Member Posts: 5 Novice Member Novice Member

    Nope - I'm not receiving the MFA text either. I need to work tonight - what is going on?

  • willg62
    willg62 Member Posts: 1 Novice Member Novice Member

    Me too

    no one gets paid today

  • Conp
    Conp Member Posts: 6 Novice Member Novice Member

    Thanks Andrew, this is very frustrating and was one of the main reasons I resisted to going to an online system. I was assured that this would not happen!!!!

    Now I have a payroll that cannot be complete before its due!

    And who cares at Reckon?? not contactable!

  • Conp
    Conp Member Posts: 6 Novice Member Novice Member

    So much for the Reckon Status

    "All systems operational"

    Pity no one can log in!

  • Glenda_7846464
    Glenda_7846464 Member Posts: 37 Reckoner Reckoner
    edited May 23

    I have tried to log in around 10 pm tonight too and I am not receiving the code either!!

  • garyeds
    garyeds Member Posts: 8 Reckoner Reckoner
    edited May 23

    I've logged a support ticket but I don't know when that will be attended too. I'll keep you posted.

  • Andrew_10165494
    Andrew_10165494 Member Posts: 5 Reckoner Reckoner

    One would hope that some supervisory diagnostic would red line on the mega login retries tonight and alert someone to fix….

    Although that alert would probably go out by SMS too , so thinking better start a manual work around now to get pays out.

  • JacqFrancis
    JacqFrancis Member Posts: 2 Novice Member Novice Member
    edited May 23

    I'm not glad that you are all having problems, but glad it's not just me / something I've done.

    Thanks for lodging tickets, I don't know how to do that. My plan is to try again in the morning and ring the help line if still a problem

  • aabooks
    aabooks Member Posts: 5 Novice Member Novice Member

    I've logged a suppot ticket on this - still waiting for a response…….

  • wlbtl
    wlbtl Member Posts: 2 Novice Member Novice Member

    The last time I received MFA code was yesterday. I usually received within seconds on my phone sms. Today I also tried accessing STP portal with no luck. I have also tried turning off my phone and on again just to reset the connection. Help, I need to access the account to pay wages.

  • Angletons
    Angletons Member Posts: 5 Novice Member Novice Member

    I'm set up to use MFA sent to my phone, its been working fine until 6pm tonight, now I'm not receiving codes. I'm tried restarting my phone and PC, turn flight mode on and off. I need to process pays tonight for our business and can't access Reckon, and tech support is closed. I don't know my reset PIN. Can anyone help?

  • Andrew_10165494
    Andrew_10165494 Member Posts: 5 Reckoner Reckoner
    edited May 23

    Few of us in the same boat tonight …. see these threads.

    https://community.reckon.com/discussion/8035501/mfa-sms-code-not-sending

    https://community.reckon.com/discussion/comment/20645770#Comment_20645770

  • Acctd4
    Acctd4 Accredited Partner Posts: 3,754 Reckon Accounts Hosted Elite Expert Reckon Accounts Hosted Expert
    edited May 23

    I don’t think resetting your PIN will help - It seems to be a widespread issue tonight as there are multiple other posts on this also. Not sure if it’s a Reckon or telco issue (My phone’s with Optus & I’m not getting codes either 😳😣)

    Unfortunately Reckon aren’t open after hours so if it doesn’t resolve overnight, we won’t know more until tomorrow 😢

    Shaz Hughes Dip(Fin) ACQ NSW, MICB

    *** Reckon Accredited Partner (AP) Bookkeeper - specialising EXCLUSIVELY in Reckon Accounts / Hosted ! ***

    * Regd BAS Agent (No: 92314 015)* ICB-Certified Bookkeeper* Snr Seasonal Tax Consultant since 2003 *

    Accounted 4 Bookkeeping Services

    Ballajura, WA

    shaz@accounted4.com.au

    https://accounted4.com.au

    (NB: Please give my post a Like or mark as Accepted Answer if I have been able to resolve your query as this helps others when seeking solutions!)
  • wlbtl
    wlbtl Member Posts: 2 Novice Member Novice Member
    edited May 23

    Me too. Tried to log in to Reckon hosted and STP. Wages is due! If there are many of us having this issue, maybe it is Reckon? My phone provider is Vodafone. Last time I received the MFA code was yesterday.

  • John Graetz
    John Graetz Member Posts: 1,655 Reckon Star Reckon Star
    edited May 23

    It is now after midnight e.s.t. and I am also another one who is not getting the MFA code. I am with Telstra so I assume that it is a Reckon issue. Not good when things have to be done.

    John L G

  • garyeds
    garyeds Member Posts: 8 Reckoner Reckoner
    edited May 23

    Just logged on to Hosted this morning Friday 24/05/24 @ 6.17am and it sent a MFA code straight away. Looks like they have corrected the issue. Would be great if they were proactive and broadcasted that they had issues instead of remaining Radio Quiet. Hope everyone else is also back up.

  • Rav
    Rav Administrator, Reckon Staff Posts: 16,418 Reckon Community Manager Community Manager

    Hi everyone

    Thank you so much for your reports on this issue with MFA last night and I sincerely apologise that you experienced this problem in getting access to your Reckon services.

    The issue with MFA codes via SMS not being delivered has been resolved however I'm looking to obtain some further information on the cause of the issue from our internal teams. If you attempt to login and have your MFA codes sent via SMS, they should come through normally.

    If you're still experiencing issues with your MFA codes not coming through, please let me know.

    I've merged the separate posts that were published last night here so its centralised and everyone receives this and any ongoing notifications. Again, my sincere apologies for the inconvenience and frustration this issue caused overnight. If you have any questions please leave a reply below.

  • Angletons
    Angletons Member Posts: 5 Novice Member Novice Member

    I woke up this morning and I’m now receiving the SMS codes again. Thank god, I can do the wages now. Is everyone else now receiving them?

  • Kris_Williams
    Kris_Williams Member Posts: 3,628 Reckon Accounts Hosted Elite Expert Reckon Accounts Hosted Expert

    Might be a good idea to download a backup every day and if this problem occurs, restore to Reckon Enterprise on Pc as a plan B. If urgent work needs to be done it can be done without needing MFA and then either uploaded when all is working well or redone online if feasible.

  • Rav
    Rav Administrator, Reckon Staff Posts: 16,418 Reckon Community Manager Community Manager

    Good morning @Angletons

    Yes, MFA via SMS should be back to normal. I'm really sorry for the hassle and trouble this has caused.

  • Conp
    Conp Member Posts: 6 Novice Member Novice Member

    Thanks Rav for sorting this out, however i'm still concerned that this can impact us again in the future and are not comfortable about that.

  • Angletons
    Angletons Member Posts: 5 Novice Member Novice Member

    yes I agree, what’s stopping it from happening in future? And what if it happens again for a longer time frame. Is it better to be using the MFA app instead?

  • Rav
    Rav Administrator, Reckon Staff Posts: 16,418 Reckon Community Manager Community Manager

    Totally understand where you're both coming from @Conp and @Angletons.

    We're working through the cause of what happened last night and in particular why the usual processes we have to to alert us of an issue such as this didn't kick in. There's a fair bit for us to unpack here and that's what we're doing right now with a view toward ensuring there aren't any repeat occurrences moving forward.


    Just as a separate point, would changing your MFA method from SMS to an authenticator app such as Google Authenticator be a better option for you? An authenticator app doesn't use SMS but rather the codes are generated via the app itself on your phone after its setup. I'll add a bit of info on this HERE in case it could be something that suits better than SMS.

  • Conp
    Conp Member Posts: 6 Novice Member Novice Member

    I have used SMS MFA in other applications and have never been let down, I guess there is always a chance it can happen. For payroll though it is so critical to be able to access these files when required, and I don't know if the authenticator apps can be 100% relied on either. (I don't have much experience with these)

    As I previously stated I am not comfortable with this now and are seeking reassurance that file access is secure and reliable.

    Is the possibility of having both available (SMS and Auth app) as a fail safe an idea???

    Really unsure, makes the old desktop payroll version a lot more comforting!

  • Andrew_10165494
    Andrew_10165494 Member Posts: 5 Reckoner Reckoner

    Assuming the MFA is only a requirement for STP, then moving the MFA requirement to the ATO upload would benefit:

    • we can still process payrolls other than ATO upload when failures phones/sms/ whatever this time. Uploads can be followed up later.
    • Logons for the more frequent non payroll tasks become faster & easier.

    So after a successful password, instead of being stone walled by a failed MFA, a user could continue but without the ability to STP.

    OR

    MFA only appears at ATO upload.

    Could that work Rav ?

  • Conp
    Conp Member Posts: 6 Novice Member Novice Member

    Any Update on what caused the issues last Thursday?

  • Angletons
    Angletons Member Posts: 5 Novice Member Novice Member

    Hi Rav, I’m not receiving the MFA SMS again this morning….. I can’t log in again

  • Rav
    Rav Administrator, Reckon Staff Posts: 16,418 Reckon Community Manager Community Manager

    Hi @Angletons

    I've just tried out MFA on a test account and it seems to be working fine. My device is connected to Telstra and it came immediately.

    Which provider are you with? Can you switch your device to flight mode for 1-2 minutes. After that turn flight mode off and your phone will be forced to poll your network provider and any queued messages should come through. Try logging in again after that and see how you go.

  • Angletons
    Angletons Member Posts: 5 Novice Member Novice Member

    Hi Rav, I’m with Telstra.

    Yep that just worked!!

    Thank you

  • Michelle_7070859
    Michelle_7070859 Member Posts: 41 Reckoner Reckoner

    MFA not working this afternoon. Two different staff members on different mobile networks and can't get verification code text.

  • Acctd4
    Acctd4 Accredited Partner Posts: 3,754 Reckon Accounts Hosted Elite Expert Reckon Accounts Hosted Expert

    Hi @Michelle_7070859

    This is a known issue that’s just occurred this afternoon - Reckon are currently investigating to get it rectified ASAP 🤞🏻

    Shaz Hughes Dip(Fin) ACQ NSW, MICB

    *** Reckon Accredited Partner (AP) Bookkeeper - specialising EXCLUSIVELY in Reckon Accounts / Hosted ! ***

    * Regd BAS Agent (No: 92314 015)* ICB-Certified Bookkeeper* Snr Seasonal Tax Consultant since 2003 *

    Accounted 4 Bookkeeping Services

    Ballajura, WA

    shaz@accounted4.com.au

    https://accounted4.com.au

    (NB: Please give my post a Like or mark as Accepted Answer if I have been able to resolve your query as this helps others when seeking solutions!)
  • Michelle_7070859
    Michelle_7070859 Member Posts: 41 Reckoner Reckoner

    Hi Shaz

    Thank you as this was a new thing for us and thankfully could get on this morning.

    Cheers

    Michelle

  • Acctd4
    Acctd4 Accredited Partner Posts: 3,754 Reckon Accounts Hosted Elite Expert Reckon Accounts Hosted Expert

    Good to hear @Michelle_7070859 👏🏻

    Shaz Hughes Dip(Fin) ACQ NSW, MICB

    *** Reckon Accredited Partner (AP) Bookkeeper - specialising EXCLUSIVELY in Reckon Accounts / Hosted ! ***

    * Regd BAS Agent (No: 92314 015)* ICB-Certified Bookkeeper* Snr Seasonal Tax Consultant since 2003 *

    Accounted 4 Bookkeeping Services

    Ballajura, WA

    shaz@accounted4.com.au

    https://accounted4.com.au

    (NB: Please give my post a Like or mark as Accepted Answer if I have been able to resolve your query as this helps others when seeking solutions!)

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