Payroll not opening

NicC

Trying to open payroll whilst working remotely in Canada and it keeps telling me to go back and set up a new book for the company when we have an existing book and payroll we processed last week. Wondering if a software or browser issue? anyone else come across this?

Alexis McKeown

Dear @NicC ,

Are you sure you're signing in with the correct email address/password combination to the payroll software?

As you're overseas, there may be some complications - are you using a VPN or similar to access Australian sites?

Kind regards,

Alexander McKeown

Reckon Senior Technical Support

NicC

Yes- correct login details. Not using a vpn.

it can't find our payroll book it seems. we had major issues with the data migration last week. maybe that has caused the issue. anyway experience so far with reckon one has not been great.

i need to process payroll today or my team will be screaming at me. i have given support access so would appreciate someone getting this sorted out asap

nic

Rav

Hi @NicC

Really sorry to hear you've had a rough start with us, that's certainly not the experience we're aiming for particularly with a new customer so my apologies for that.

I've just had a look and I can see what the issue is and I've made a correction for it. Can you please give it another go when you have a chance and confirm if you're able to access Reckon Payroll correctly.

Let us know when you can.
Cheers