Payroll mobile app freezing when submitting EOFY

System
System Member Posts: 259 Moderator Moderator
in Reckon Payroll
This discussion was created from comments split from: EOFY.

Comments

  • PatK
    PatK Member Posts: 20 Reckoner Reckoner

    I’m trying to do my eofy report in the payroll app. When I go to submit it to the ATO, there is some action as if it’s going through then the page freezes. I’ve tried a number of times including turning my phone off and trying again. But I can’t get it submitted. Any ideas?

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

    Hi @PatK

    Thanks for flagging this, can I just confirm if you're currently on the latest version of the Reckon Payroll mobile app? The latest version at the moment is v8.0.5

    Also, are you using the iOS or Android version of the app?

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

    Dear @PatK ,

    Have you checked if your Payroll App and phone's operating system is up to date?

    If so, can you try submit the EOFY through the Payroll Web version on https://payroll.reckon.com/login ?

    If you get an error on there, we may have better diagnostics on the issue you're having.

    Kind regards,

    Alexander McKeown

    Reckon Senior Technical Support

  • PatK
    PatK Member Posts: 20 Reckoner Reckoner

    thanks Alexis and Rav. The issue has sorted itself out. It turns out that when I submitted it on my IOS device, it actually did get submitted but there was no recognition on the app to say it was successful. It certainly looked like it hadn’t gone because it was still saying “Submit “ But when I checked the ATO site, there it was. So all good

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

    Dear @PatK ,

    Wonderful to hear - it may just be a minor hiccup from your app. I might suggest restarting your phone or uninstalling/reinstalling.

    It shouldn't occur again, however, so treat this as an optional step.

    If you have any further issues, you're always welcome to post them to the Community. 😊

    Kind regards,

    Alexander McKeown

    Reckon Senior Technical Support

  • PatK
    PatK Member Posts: 20 Reckoner Reckoner

    ok. I went to uninstall i.e. delete the app. I don’t know if deleting the app will remove all the data or not! I’m too scared to press that button as I don’t know if it will be deleted or not. How can I tell if I have the latest version please? I’ve tried restarting the phone but that made no difference yesterday.

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

    Dear @PatK ,

    This will not delete your payroll data nor cause any issues with figures.

    It will simply clear off data on the phone, not any created/submitted submissions or payruns.

    To see if you have the current/latest version, go to Settings and scroll down.

    You should see the Version: tag just below the Sign Out button.

    The current version is Version: 8.0.5.

    Kind regards,

    Alexander McKeown

    Reckon Senior Technical Support

  • PatK
    PatK Member Posts: 20 Reckoner Reckoner

    thanks again Alexis. I can see that I do have the latest version. I went one step further with the option to “Delete the App” the next step said that if I proceeded “ All data will be deleted.” I’m not going to risk that!

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