Hotmail/Outlook

54668
54668 Member Posts: 42 Reckoner Reckoner
in Reckon Accounts (Desktop)

Has something recently changed with Hotmail/Outlook as I am unable to send emails from Reckon since last week…this is the set up in Reckon

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I am waiting on our external IT people getting back to me, but I thought I would try our community first

I need to sort this before end of month to send out statements…..

Thanks!

Answers

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

    HI @54668

    What is happening specifically when you attempt to send an email from Reckon Accounts? Are you encountering an error message? If so, can you please post a screenshot of the error here.

    Is this affecting all emails you send out from Reckon Accounts or just some/selected?

    Reckon.png

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  • 54668
    54668 Member Posts: 42 Reckoner Reckoner
    image.png

    Hi Rav, this is the error message. I am getting it from payslips, invoices, statements

    Nothing has changed in regard to emails, still able to send/receive on the computer, just not from Reckon

    Thanks….

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

    Thanks for the info and sorry to ask the basics but, you're 100% certain there haven't been any changes to your email account credentials? ie. the password.

    When the below prompt appears when emailing, are you entering the correct password for your email account?

    image.png

    Sorry, I know its a bit silly to ask but just have to check this off.

    Also, is this error message now appearing constantly or are some emails being sent out from Reckon Accounts?

    Reckon.png

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  • 54668
    54668 Member Posts: 42 Reckoner Reckoner

    No, you are right to ask….my reputation precedes me…..

    I have entered the password numerous times, come out of Reckon, gone back in etc

    No emails are being sent from Reckon that I know of

  • 54668
    54668 Member Posts: 42 Reckoner Reckoner

    Is this the problem? Our IT guy told me last week we didn't need to do anything

    image.png

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

    To be honest, I'm not sure 🤔

    Let me make some inquiries internally and see if there's anything I can turn up and I will come back to you.

    Reckon.png

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  • 54668
    54668 Member Posts: 42 Reckoner Reckoner

    A challenge for you….I am not back at work until Friday, just so you don't think I am ignoring you

  • Lilliss
    Lilliss Member Posts: 6 Reckoner Reckoner

    Hi Rav

    We are experiencing the exact problem with Reckon not emailing payslips and we also received that email as well. I just saw you are looking in to it internally - i will watch this space! :)

    Thanks Rav.

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

    Thanks @Lilliss

    Can I just confirm that you're using the same setup as @54668 in the opening post? Specifically with your server settings.

    Reckon.png

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

    Hi again folks

    From initial findings it does sound like the changes implemented by Microsoft have had some impact on outbound Hotmail/Outlook account emails sent via the webmail service.

    Based on the info from Microsoft, its recommended to download the Outlook mail application which can you do so for free. Refer to this section HERE.

    If you're already using the Outlook mail app with your Hotmail/Outlook.com email account on your PC, point your email settings in Reckon Accounts to the Outlook app instead 👇

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    Reckon Accounts will then use the Outlook app on your PC to send out emails generated from Reckon Accounts.

    I know that's a fair bit to get accustomed to so if you're not sure how to implement this please reach out to our technical support team and one of our technicians will be able to assist.

    Reckon.png

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  • Lilliss
    Lilliss Member Posts: 6 Reckoner Reckoner

    Hi Rav

    Yes we are using the same setup as 54668

  • Lilliss
    Lilliss Member Posts: 6 Reckoner Reckoner

    Thanks Rav, however using that option doesnt allow you to enter the email details ??

  • Rav
    Rav Administrator, Reckon Staff Posts: 16,354 Reckon Community Manager Community Manager
    edited September 24

    That's correct @Lilliss
    Rather than adding your email account details into Reckon Accounts directly to use a webmail service, you'll instead use the Outlook app on your PC for emails.
    You'll need to add your email account details into the Outlook app.

    Give our support team a buzz and one of our tech's can walk you through this, they can also run a remote support session if required 🙂

    Reckon.png

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  • Lilliss
    Lilliss Member Posts: 6 Reckoner Reckoner

    ok thanks Rav 👍 what is the best number to call for tech support?

  • 54668
    54668 Member Posts: 42 Reckoner Reckoner

    Hi Rav - I have tried all I can, still getting the below message. Is there a number to ring that the person can look at this discussion and know the background? Thanks!

    We have (with the help of my young colleague) unistalled outlook and reinstalled. Have set Reckon to the Beta V2

    image.png

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

    Yes definitely, give us a buzz on 1300 137 657 or shoot through an online support ticket to the team by clicking HERE.

    Reckon.png

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  • 54668
    54668 Member Posts: 42 Reckoner Reckoner

    Hi Rav, sorry but I am no closer. I rang and spoke to someone at Reckon, she said the new version of outlook is not compatible with Reckon and to get onto Microsoft to have Outlook classic or 360 installed. We are using the free version of outlook. Microsoft have no support desk, all online, and the older versions are not available to download.

    Case # 320369

    I have no idea where to go from here. I am not up to all this technical stuff, I am lost.

  • Jason_Z
    Jason_Z Reckon Staff Posts: 33 Reckon Staff
    edited September 27

    Hi @54668

    While we look into the issue with emailing using outlook (new) could you try and install outlook (classic) using this link I found on Microsoft's support page.

    Keeping the email provider as Outlook, I’ve had success emailing with the classic version.

    image.png

    Let me know how it goes

  • 54668
    54668 Member Posts: 42 Reckoner Reckoner

    Hi Jason, thanks for the input. We have downloaded classic, but when emailing from Reckon it seems to want us to pay. Is that correct?

  • Jason_Z
    Jason_Z Reckon Staff Posts: 33 Reckon Staff

    No, you should not be paying anything to send emails.

    Could you provide a screenshot of where it is asking this?

  • 54668
    54668 Member Posts: 42 Reckoner Reckoner
    image.png

    We don't pay for outlook usually

  • Jason_Z
    Jason_Z Reckon Staff Posts: 33 Reckon Staff

    Hmmm, I see. It looks like the link I provided leads you through Microsoft 365, which may require payment.

    Please don’t pay for it. I might need to follow up with you after I do some testing on my end.

  • 54668
    54668 Member Posts: 42 Reckoner Reckoner

    Thank you

    Feel free to log in to my computer if you need to. I am losing my mind

  • 54668
    54668 Member Posts: 42 Reckoner Reckoner

    Hi team, so an update from me. We had to email our debtor statements out today, so this is what was done yesterday…we paid the subscription ($109 per annum) as above so we could use Outlook Classic. In Reckon we have Outlook chosen in the send forms preferences.

    I have been able to email all our statements this morning.

    Hope this helps anyone else.

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