Hotmail/Outlook

54668
54668 Member Posts: 73 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: 14,205 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?

  • 54668
    54668 Member Posts: 73 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: 14,205 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?

  • 54668
    54668 Member Posts: 73 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: 73 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: 14,205 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.

  • 54668
    54668 Member Posts: 73 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: 14,205 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.

  • Rav
    Rav Administrator, Reckon Staff Posts: 14,205 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 👇

    image.png

    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.

  • 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: 14,205 Reckon Community Manager Community Manager
    edited September 2024

    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 🙂

  • Lilliss
    Lilliss Member Posts: 6 Reckoner Reckoner

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

  • 54668
    54668 Member Posts: 73 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: 14,205 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.

  • 54668
    54668 Member Posts: 73 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: 310 Reckon Staff Reckon Staff
    edited September 2024

    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

    Jason.png
  • 54668
    54668 Member Posts: 73 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: 310 Reckon Staff Reckon Staff

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

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

    Jason.png
  • 54668
    54668 Member Posts: 73 Reckoner Reckoner
    image.png

    We don't pay for outlook usually

  • Jason_Z
    Jason_Z Reckon Staff Posts: 310 Reckon Staff 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.

    Jason.png
  • 54668
    54668 Member Posts: 73 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: 73 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.

  • 54668
    54668 Member Posts: 73 Reckoner Reckoner

    Hi all, I am revisiting this as the number of customers who cannot open the files is growing. They are receiving them as winmail.dat files whereas it is showing that I am sending pdfs.

    Please advise

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

    Hi @54668

    I'd recommend checking out the help guide for this as it has some info on why this occurs and steps to try - https://help.reckon.com/article/8sqebol1re-how-to-prevent-email-recipients-getting-winmail-dat-attachments-for-outlook-office-365

  • 54668
    54668 Member Posts: 73 Reckoner Reckoner

    Thanks Rav - will try on Tuesday and let you know

  • 54668
    54668 Member Posts: 73 Reckoner Reckoner

    When we log in to the portal as directed in the link, there is no 'admin' available. From researching, could it be maybe because we purchased Microsoft 365 Family, not business?

    We are now paying a subscription just to be able to email from Reckon at all, with a growing list of recipients who are unable to open the files we send

    Are we the only company with this problem? Would like to hear what others have done to resolve this

  • Acctd4
    Acctd4 Accredited Partner Posts: 4,208 Reckon Accounts Hosted Elite Expert Reckon Accounts Hosted Expert

    @54668 I have a client who previously also had this issue, however the (RA) upgrade to 2024 seemed to resolve it. (They don’t send many so actually decided to continue with my workaround of just saving an invoice to PDF & attaching it independently)

    Have you tried using the Outlook app (program) rather than the webmail browser ? 🤔

    Shaz Hughes.png

    Email | Website | Google Reviews | Facebook Reviews

  • 54668
    54668 Member Posts: 73 Reckoner Reckoner

    HI Shaz - thank you for your response! I believe we do use the Outlook app. My younger go to person just left her employment here so I am on my own (not a good thing). I am a bookkeeper and just want to turn things on and do my work.

    When sending statements, I am saving the few I know can't receive them as pdf and sending them individually. It works. I guess I will continue with this, and hope the 2025 upgrade fixes all. I have only had this problem since the Microsoft upgrade in Sept.

    Thanks as always Shaz 😃

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