Novatti payments not working again (CAS-346779-C6V1J6)

Anita_8363986
Anita_8363986 Member Posts: 43 Reckoner Reckoner
in Reckon One

Hi Rav,

I'm wiriting on this forum as I'm getting no helpful response from Novatti support. Reckon payments are not working (I notice on Wednesday and I don't know for how long it wasn't working). As you know, this has happened many times before.

I emailed Wednesday, Novatti support got in touch Thursday. They told me that I needed to get on board again (re-onboarding). I asked why this keeps happening and they said a token has expired.

I have logged on to reckon and submitted the request.

They asked me to upload required KYC documents so their risk team can review and approve. I have received no email telling me which documents to submit and where to submit them. When asking how I do this, the answer was "As with previous onboarding processes, you may have received an email requesting KYC document uploads". Am I supposed to find an old email?"

I am told that to prevent token expiry, "please load once a month". What does that even mean? I've asked for clarification and received no response.

This is extremely frustatrating. I'm still yet to know how to proceed. I've not received any helpful response to my questions. What documents do I upload and where to I upload them? How do i "load" once a month to stop this from happening. I want to get Reckon payments working ASAP.

Comments

  • Rav
    Rav Administrator, Reckon Staff Posts: 13,918 Reckon Community Manager Community Manager

    Hi Anita

    Thanks for flagging this. I've just had a quick look at the ticket you've specified and I can see the latest update from you a few minutes ago states the service is working, is that correct?

  • Anita_8363986
    Anita_8363986 Member Posts: 43 Reckoner Reckoner

    Hi Rav,

    Yes. Fortunately the service is now working and it didn’t take too many days to resolve this time.

    I’m still yet to receive any correspondence from Novatti support since yesterday.

    I’ve just found out that if a customer doesn’t submit a payment for a week, the service can become inactive. No one has ever mentioned this despite the number of times Reckon payments has stopped working. I can’t guarantee a payment each week but if there’s some way I can keep this active, I’d like to know what it is.

    I’ve asked the question but Novatti support seems to be very poor.

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