issue with emailing pay slips

Meg Belton

I have been using Reckon One Payroll since September 2023 with no issues sending emails, since adding a new employee about 8 weeks ago the pay slips are not emailing correctly. Some employees get them, others don't and the admin copy is not coming through. I have checked all the email addresses as well as my user account and all seems accurate. Anyone got any ideas? Using the online platform does not allow for data rebuild like the old desktop version.

Lucas

Hi @Meg Belton,

That's strange for the email payslips to not go through for you. Could you please check the Reckon one book settings and ensure that you have an email filled here:

Please let me know how you go. Thank you and speak soon.

Lucas

Meg Belton

yes I have done that, I even removed it and retyped it to see if there was a glitch

Lucas

Hi @Meg Belton,

Do you know what could be a commonality between the emails that are being received and those that are not?

Have your employees checked spammed and added our email address as a safe sender by any chance?

Thank you and speak soon.

Lucas

Meg Belton

all the emails are company emails (Office 365) and they have been receiving the pay slips without issue up to a month or so ago. The staff do not usually know how to change settings/create rules without my input so I don't think it can be an issue with that. I did test and send to my personal gmail address and that worked but other employees still did not receive their copy. I can go and check their spam folders individually but I don't understand why suddenly the emails would go there after previously receiving into inbox

Lucas

Hi @Meg Belton,

If you could let me know, if the pay slips are going to the junk/spam folder it would be appreciated. I'm not sure what else could be causing them to not be received as there is no other reports from Reckon one users.

Thank you.

Lucas

Meg Belton

I've just checked junk on three other accounts and there is no sign of the pay slips. Three others have received them direct to inbox

Meg Belton

I've just tried to send only to myself and it hasn't come through - the settings have not been changed since we migrated from Payroll Premier.

email settings Reckon one book.pdf

Rav

Hi @Meg Belton

A couple of suggestions from me. Can you switch over to your companion Reckon One book, and check the email history by clicking the envelope icon in the top right corner.

Do all emails have a sent status or do any appear with a Failed status? Example below.

Secondly, can you please try adding email-reckonone@reckon.com as a safe sender in your email service and then try it one more time and see if you're able to receive the payslip email after doing so.

Let us know how you get on.

Meg Belton

I've checked the history - up until 5 August all pay slips went through after that some failed. I already have the email as a safe sender. I went in and changed my own email address to a personal address and it has come through but a copy has not come through to the work email for audit purposes

reckon email history_001.pdf

Meg Belton

The email to my personal address came through immediately - still nothing to the work email. It seems strange that it worked for nearly 12 months and now I am having an issue. I have changed employee email addresses and had some success but the pay slips are still not coming through to the CC address.

Lucas

Hi @Meg Belton,

Could you please ensure that you have a reply to email address entered here for me:

Thank you and speak soon.

Lucas

Lucas

Hi @Meg Belton,
You mention that all these emails are company emails and that the personal email has worked, have there been any policy changes by your IT or by the management of your security policies recently?

That may help us understand what variable has changed for employees not to receive pay slip emails.

Thank you and speak soon.

Lucas

Meg Belton

some of the company emails go through, this is why i am so confused. It's about half and half. As far as I am aware there have been no changes to our security settings but I will contact our IT company and see if they can shed some light on this. I just wanted to be sure I had done all I can at the Reckon level first as the IT group is quite expensive and when we run from a grant I can not afford to waste money. Even after changing to personal emails as the contact for the employees the copy does not come through to me and I am the registered user and use my address to login etc. Yes I do have my address in the area you mentioned above.

Meg Belton

@Lucas have you had any further thoughts as to what i can try? I will contact the IT group later this morning and would like to let them know what we have done from this end.

@Rav any other ideas? so far the settings reflect what has been suggested and they are the same as original set up. the issue is only fairly recent - last 3-4 pay cycles

Lucas

Hi @Meg Belton,

There is not much more we can try in regard to the emails not sending from your Payroll book as we have had no reports so far in regard to this issue. However, when this does occur its mostly due to the security settings of the email provider that have been adjusted. We hope that this is the case and that a security change can be made by the IT group to fix this issue.

If there has not been any recent changes, we will need to investigate this for you further.

Thank you and speak soon.

Cheers,

Lucas

Meg Belton

@Lucas thanks for your help, I will see what else I can try from this end and let you know if I am successful

Lucas

Also @Meg Belton, feel free to message me directly if it takes a few days to resolve this issue to grab my attention quickly. Thank you and speak soon.

Lucas