Payroll not opening

NicC
NicC Member Posts: 2 Novice Member Novice Member
in Reckon Payroll

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?

Comments

  • Alexis McKeown
    Alexis McKeown Reckon Staff Posts: 430 Reckon Staff

    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
    NicC Member Posts: 2 Novice Member Novice Member

    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
    Rav Administrator, Reckon Staff Posts: 16,576 Reckon Community Manager Community Manager

    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

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