Reckon Hosted - unable to access file

Linda Hawkins
Linda Hawkins Member Posts: 33 Reckoner Reckoner
in Accounts Hosted

Morning, we have a new client who's old bookkeeper is refusing to allow them access to their file. He has set up MFA, and the only log in they have is connected to his email address. How can we provide them with access, and remove him? HELP PLEASE!

Payroll is due to be paid tomorrow (Friday 26 July 2024)

Comments

  • Tanvi_kataria
    Tanvi_kataria Reckon Staff Posts: 293 Reckon Staff

    Morning @Linda Hawkins

    Do they have active Hosted Subscription? If so, what's the User ID?

    Also, if you can please explain a bit more on when you said, old bookkeeper is refusing to allow them access to the file?

    • Do you mean that the MFA Codes are being sent to their number and hence the new client can't login to Hosted?
    • Do you mean that the file has been set-up under Old Bookkeeper and has not been shared with anyone?
    • Also, please provide the email address registered with the Hosted Account.

    Please feel free to reach out for any concerns/issues. Thank you!

    Regards

    Tanvi

  • Linda Hawkins
    Linda Hawkins Member Posts: 33 Reckoner Reckoner

    Hi Tanvi!

    If they go to the log in screen, it simply comes up with the old bookkeepers log in. They are a preschool, who have no idea on how to even log in. How could they obtain their user ID?

    The old bookkeeper is the only log in (that we are aware of), and he has MFA set up on his mobile. He has been terminated, and refusing to hand over anything.

    Should I disclose the email address on here?

  • Tanvi_kataria
    Tanvi_kataria Reckon Staff Posts: 293 Reckon Staff

    Please provide me with the following and I will be able to take a look for you.

    Email address

    • Username (that old bookkeeper used)
    • Contact number associated with the MFA code.
    • Provide me your contact details as well, so I will be contacting you if any additional information is required.

    You can message me directly and will be able to help you with that. Thank you!

    Regards

    Tanvi

  • Linda Hawkins
    Linda Hawkins Member Posts: 33 Reckoner Reckoner

    Thank you, have message you

  • Linda Hawkins
    Linda Hawkins Member Posts: 33 Reckoner Reckoner

    Thank you, have message you

  • Linda Hawkins
    Linda Hawkins Member Posts: 33 Reckoner Reckoner

    Any updates?

    @Tanvi_kataria

  • Linda Hawkins
    Linda Hawkins Member Posts: 33 Reckoner Reckoner

    Any updates?

    @Tanvi_kataria

  • Linda Hawkins
    Linda Hawkins Member Posts: 33 Reckoner Reckoner

    I have now logged a support ticket

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