Logging into Reckon Hosted from USA

RHow
RHow Member Posts: 5 Novice Member Novice Member
in Accounts Hosted

My EA was unable to log-on from the US to get into Reckon Hosted - could someone help me understand what might have blocked this or help with a solution. I am in Melbourne.

Thanks RH.

Answers

  • Kris_Williams
    Kris_Williams Member Posts: 3,612 Reckon Accounts Hosted Elite Expert Reckon Accounts Hosted Expert

    did they get so far as to request a code?

  • RHow
    RHow Member Posts: 5 Novice Member Novice Member

    No - they didn't get to multi-factor authentication - it was blocked before that

  • Kris_Williams
    Kris_Williams Member Posts: 3,612 Reckon Accounts Hosted Elite Expert Reckon Accounts Hosted Expert

    did they try using a VPN?

  • RHow
    RHow Member Posts: 5 Novice Member Novice Member

    no - I thought about that - is that necessary?

  • Kris_Williams
    Kris_Williams Member Posts: 3,612 Reckon Accounts Hosted Elite Expert Reckon Accounts Hosted Expert

    I don’t know if necessary but worth a try

  • Rav
    Rav Administrator, Reckon Staff Posts: 16,354 Reckon Community Manager Community Manager

    Hi @RHow

    Do you know what was happening specifically when they tried to access Hosted? Were they encountering a particular error message? If so, what is it?

    Were they accessing Reckon Accounts Hosted from the main URL? https://hosted.reckon.com/

    Reckon.png

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  • RHow
    RHow Member Posts: 5 Novice Member Novice Member

    Thanks Kris and Rav,

    yes she used that URL although when I click on it it looks like this on my browser which is what she used

    https://hosted.reckon.com/RAHV2/ReckonAccountsLogon.aspx

  • Kris_Williams
    Kris_Williams Member Posts: 3,612 Reckon Accounts Hosted Elite Expert Reckon Accounts Hosted Expert

    I copied your link and opened in Safari and I got the right window. Has she tried a different browser? Firefox is what I use, but as I said Safari on iPad worked too

    IMG_5781.jpeg

  • Rav
    Rav Administrator, Reckon Staff Posts: 16,354 Reckon Community Manager Community Manager

    @RHow yes correct, the https://hosted.reckon.com/ URL will unfurl to the one you've specified above once you reach the login page so that's normal.

    The suggestion from @Kris_Williams about trying another browser as a test is a good one.

    I think we might need a bit more info on what trouble she's running into specifically eg. what's happening on-screen when she tries to navigate to the Hosted login page and also info from what sort of PC or setup she's trying to access it from etc.

    Reckon.png

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  • RHow
    RHow Member Posts: 5 Novice Member Novice Member
    edited July 17

    thanks both - this is what happens when the correct username and password are put in

    image.png

  • Rav
    Rav Administrator, Reckon Staff Posts: 16,354 Reckon Community Manager Community Manager

    Thanks for this @RHow

    I've just had a look at the provisioning of the account on our end and everything looks good ie. the account shows as fully active and enabled.

    I know this is a basic thing to ask but is the user 100% certain they are entering in the correct login credentials?

    Are you able to login successfully to this account if you attempt to do so? (if you're aware of the login credentials).

    Reckon.png

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