Couldn't load your book when logging into app

Andrew_10059430
Andrew_10059430 Member Posts: 4 Novice Member Novice Member
edited July 2024 in Reckon Payroll

I'm trying to log on to my payroll app on an ipad and keep receiving an error message, "Couldn't load your book." Log on is correct and I receive a third factor authentication code. This problem has been occurring since I first tried to log in after July 1. Any suggestions?

Answers

  • Rav
    Rav Administrator, Reckon Staff Posts: 14,205 Reckon Community Manager Community Manager

    Hi @Andrew_10059430

    If you login to Reckon Payroll on a PC at payroll.reckon.com does your book load correctly?

    Also, do you have the latest version of the app installed on your iPad? The current version is 8.0.1

  • Andrew_10059430
    Andrew_10059430 Member Posts: 4 Novice Member Novice Member

    Hi Rav,

    Yes, my book does load when I log on on a PC (didn't realise I could do this, so thanks). App is up to date 8.0.1

  • Rav
    Rav Administrator, Reckon Staff Posts: 14,205 Reckon Community Manager Community Manager

    Thanks for confirming @Andrew_10059430

    Ok when it comes to the app, do you have this installed on your phone as well or just the iPad?

    Can I get you to just test logging into the app on a different device eg your phone and just let me know if the same thing happens there with the Couldn't load your book message appearing?

  • Andrew_10059430
    Andrew_10059430 Member Posts: 4 Novice Member Novice Member

    I can access my book on my android phone, and I received a message saying the monthly subscription is increasing before it opened. When I try to log in with the iPad the first message says, "In-app purchases are not allowed." Then it says can't load book.

  • Andrew_10059430
    Andrew_10059430 Member Posts: 4 Novice Member Novice Member

    Thanks for your help Rav, I can log into my book on android and on another iPad and on PC. I suspect it is an issue with my iPad. I will try uninstalling and reinstalling.

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