iPhone Payroll App seems to not like being used early in the morning

Dean

I am one of those people that is working before 6am and doing Pay Runs.

I find very frequently that the app is useless early morning and just times out or fails to do things like create a pay run or mark paid etc.

Are Reckon doing maintenance before 6am or something???

It is driving me insane.

Rav

Hi Dean

Thanks for flagging this. We're not running any maintenance tasks at those times so I don't think its related to that.

I saw your post around 6:23 this morning so jumped on the app and played around with a few things and it seemed to work ok in my case, although that is after 6am rather than before as you've mentioned.

Have you noticed this occurring every day? How long ago would you say this started occurring for you?

Are you encountering any error messages when you notice this occurring?

Are you on the latest version of the Payroll App? (Current v8.1.10) Which model of iPhone and version of iOS are you running?

Dean

Hi Rav,

Thanks for replying. I find it comes good after 6am. I forgot to add that. I am usually trying between 5am and 6am. I am usually doing this weekly on a Tuesday. I would say it started about a month ago.

I am using an iPhone 14 Pro on iOS 18.3

App Store shows no updates for Reckon so I assume I am running latest version.

Rav

Thanks for that Dean.

I'm usually up around that time (thanks to adjusting to the little one starting big school 😅) so I'll give it another test tomorrow.

I'll have a chat with the mobile team around this as well.

Will keep you posted.

Rav

Sorry one other question, are there any other error messages that appear? Or is it just general slowness?

Dean

Going from my memory here… I get messages saying taking longer than normal

Then once I assume it times out, all I get is pop ups saying failed.

Lucas

Hi @Dean,

Are you by any chance traveling or in a location that may not have the best internet access, when attempting to use the app?

Thank you and speak soon.
Lucas

Dean

@Lucas

I work remotely (at home) and was on my normal WiFi for the phone. No issues with anything else I was doing on either phone or PC.

Lucas

Hi @Dean,

Thanks for letting us know. Could I make the recommendation of attempting to use the web browser version of Reckon Payroll Web and see if that makes a difference?

You will need to visit: https://portal.reckon.com/ and select Payroll on the left column.

If you have any issues, could you please let us know, incase It's just the device being used as the problem.

Thank you and speak to you soon.
Lucas Andrews
Technical Support Agent

Dean

@Lucas

I will need to register the device with the ATO to do STP on the PC, but I will try it next week. I just find the phone app convenient.

Lucas

Hi @Dean,

You won't need to register your PC with the ATO. Simply login with your existing app sign-in credentials on the URL I linked above.

Thank you and speak soon.
Lucas

Dean

Thanks @Lucas

I have already done this week's pay run but I will test via the PC next week if I get the same error on the App. No point testing unless I am getting the error.

Lucas

Hi @Dean,

That's no problem. Feel free to come back anytime and let us know how you go, even if it works, we love hearing that as well.

Thank you and speak soon.
Lucas

Dean

@Lucas

Letting you know the app ran super fast without issue this morning at around 5:45am so looks like whatever was the issue has been resolved.

Lucas

Hi @Dean,

That's awesome to hear! I'm glad that this was resolved for you.

If you ever require assistance in the future, please reach out and I will do my best to assist you.

Thank you and speak soon.
Lucas