URGENT I CAN'T LOG IN TO PAYROLL

727019
727019 Member Posts: 82 Reckoner Reckoner
in Reckon Payroll

Hi, today is my payroll day and I don't have any payroll to log into can someone please look into this for me urgently, thanks Bernadette

Comments

  • Tanvi_kataria
    Tanvi_kataria Reckon Staff Posts: 349 Reckon Staff

    Hi @727019

    If you can please explain a little bit more, saying that you don't have any payroll to log into -

    • Do you mean that you don't have access to any company book/file?
    • If not, are you able to login and what happens after that.

    Regards

    Tanvi

  • 727019
    727019 Member Posts: 82 Reckoner Reckoner
    edited November 21

    Hi Tanvi,

    I have logged in to the STP Portal and my payroll file is not available, have attached a screen shot

    image.png

  • Rav
    Rav Administrator, Reckon Staff Posts: 16,612 Reckon Community Manager Community Manager

    Hi Bernadette

    If you click on the Reckon One tab on the left, does your book appear there for you to launch?

    Merry Christmas & Happy New Year everyone! 🎅🎆

    I'm on leave from 23 December and back on deck again January 6th.

    If you're working through the holiday period, we've got support available and you'll find our holiday hoursHERE.

  • 727019
    727019 Member Posts: 82 Reckoner Reckoner

    Hi Rav, no I just get a message loading subscription information…. and a cirle going round and round

  • Rav
    Rav Administrator, Reckon Staff Posts: 16,612 Reckon Community Manager Community Manager

    Hmmm, I can definitely see your book in your account and its accessible 🤔

    Do you happen to have multiple Reckon Portal accounts and may have logged into the incorrect one by any chance?

    Also, if you close out of that browser and open an incognito browser window and then login, does that make any difference at all?

    Merry Christmas & Happy New Year everyone! 🎅🎆

    I'm on leave from 23 December and back on deck again January 6th.

    If you're working through the holiday period, we've got support available and you'll find our holiday hoursHERE.

  • 727019
    727019 Member Posts: 82 Reckoner Reckoner

    I can get in incognito, I will work with that for now as I really need to get moving on this payroll then I will look at it again and let you know how I get on, thanks for your help.

  • klaura
    klaura Reckon Staff Posts: 255 Reckon Staff

    Hi 727019,

    What browser are you using? Have you tried accessing payroll using a different browser?

    Best regards,

    Karren

  • Rav
    Rav Administrator, Reckon Staff Posts: 16,612 Reckon Community Manager Community Manager

    Ok, well glad you've managed to get in at the very least to get your payroll done.

    The next time you try logging in using your normal browser, try clearing the site's cache and cookies first. See example below (click on it for a larger view).

    Clear Cache - Reckon Portal.gif

    Hopefully that gets things back on track but let us know how you get on.

    Merry Christmas & Happy New Year everyone! 🎅🎆

    I'm on leave from 23 December and back on deck again January 6th.

    If you're working through the holiday period, we've got support available and you'll find our holiday hoursHERE.

  • 727019
    727019 Member Posts: 82 Reckoner Reckoner

    Hi Rav,

    I processed my payroll, restarted computer and have been able to login so I'll just monitor it, Thanks,

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