Product key is invalid error message when uploading to GovConnect

Options
Irene_9926115
Irene_9926115 Member Posts: 16 Reckoner Reckoner
edited July 3 in Accounts Hosted

Hi all, I am uploading the file on Reckon Gov Connect and i get an error: the product key is invalid.

What am I doing wrong please?

Comments

  • Acctd4
    Acctd4 Accredited Partner Posts: 4,004 Reckon Accounts Hosted Elite Expert Reckon Accounts Hosted Expert

    Hi @Irene_9926115

    This "Product Key Invalid" error often indicates an issue within the software or data related to the STP entity. This could be due to incorrect company or employee details, or a problem with the software's configuration. 

    1. Check Company Information & Employee Details:

    • Address Information: Ensure the company address & all employee addresses are accurate, including the postcode (must be 4 digits) 
    • Email & Phone Numbers: Double-check employee email addresses & phone numbers for any errors, especially special characters, unintentional additional spaces or incorrect formats. 
    • State Information: Ensure the state is correctly selected for all employees. 

    2. GovConnect Specifics:

    • Finalise Year: Ensure you are selecting the correct Report Type when uploading in GovConnect:
    image.png

    Shaz Hughes Dip(Fin) ACQ NSW, MICB

    *** Reckon Accredited Partner (AP) Bookkeeper - specialising EXCLUSIVELY in Reckon Accounts / Hosted ! ***

    * Regd BAS Agent (No: 92314 015)* ICB-Certified Bookkeeper* Snr Seasonal Tax Consultant since 2003 *

    Accounted 4 Bookkeeping Services

    Ballajura, WA

    shaz@accounted4.com.au

    https://accounted4.com.au

    (NB: Please give my post a Like or mark as Accepted Answer if I have been able to resolve your query as this helps others when seeking solutions!)
  • Irene_9926115
    Irene_9926115 Member Posts: 16 Reckoner Reckoner

    thank you for your message Shaz.

    I have checked all relevant company & employee's details and everything is looking accurate. In regard to the software configuration, we haven't changed anything. Not sure where to go from here.

  • Irene_9926115
    Irene_9926115 Member Posts: 16 Reckoner Reckoner

    We have only renewed one licence instead of previously two.

  • Rav
    Rav Administrator, Reckon Staff Posts: 14,288 Reckon Community Manager Community Manager

    Hi there @Irene_9926115

    Can I just confirm, are you creating your STP file from Reckon Accounts Hosted 2024 then uploading to GovConnect or have you upgraded to Reckon Accounts Hosted 2025 and creating your STP file from within the new version?

  • Rav
    Rav Administrator, Reckon Staff Posts: 14,288 Reckon Community Manager Community Manager

    Also, are you selecting the correct product to upload your file to within GovConnect? ie. have you selected the Reckon Accounts Hosted product before clicking the Upload button? You'll notice which product is selected by the little triangle on the product.

    Check out my example below where you'll see I've got multiple products within my STP entity but I've selected Reckon Accounts Hosted to upload my STP file 👇

    image.png
  • Irene_9926115
    Irene_9926115 Member Posts: 16 Reckoner Reckoner

    Hi Rav, definitely the 2024 and in reckon hosted

  • Rav
    Rav Administrator, Reckon Staff Posts: 14,288 Reckon Community Manager Community Manager

    Hmmm ok, that's interesting.

    Are you creating just a normal payrun STP file? Or are you creating an EOFY finalisation?

    Either way, can I please get you to generate a brand new STP .json file for this and try sending that new file through GovConnect again.

    Also, as Shaz mentioned above, please ensure you select the correct/appropriate report type when uploading your file.

    If the error message appears again, can you please take a screenshot of it and post it here.

  • Irene_9926115
    Irene_9926115 Member Posts: 16 Reckoner Reckoner

    Hi Rav, EOFY finalisation STP file.

    Yep tried a new .json file but will try again.

    Shall do

  • Irene_9926115
    Irene_9926115 Member Posts: 16 Reckoner Reckoner
    edited July 3

    all done Rav- here is the screenshot

    Screenshot 2025-07-03 112202.jpeg
  • Rav
    Rav Administrator, Reckon Staff Posts: 14,288 Reckon Community Manager Community Manager

    Yes there is a minimum character limit on posts to restrict spam or posts without sufficient detail on the Community.

    However if you edit your last post above, you should be able to add your screenshot to it since it has more than 20 characters in it right now.

  • Irene_9926115
    Irene_9926115 Member Posts: 16 Reckoner Reckoner

    Just checking you received the screen shot

  • Rav
    Rav Administrator, Reckon Staff Posts: 14,288 Reckon Community Manager Community Manager

    Thanks @Irene_9926115, can see it now.

    I'll be honest with you, I'm not quite sure why this is appearing as it certainly sounds like you're doing everything right.

    The only thing I can suggest at this point is for you to send the STP .json file to us and I'll see if we can do some testing on it just to see if there's anything that pops out. If that sounds ok, I'll set up a secure file transfer request but if you're not comfortable with sending it through I can totally understand that and can ask our technical support team to get in touch instead?

    Let me know when you can

    Cheers

  • Irene_9926115
    Irene_9926115 Member Posts: 16 Reckoner Reckoner

    its not even working with a single employee in stp - something has changed since the 24th June.

  • Irene_9926115
    Irene_9926115 Member Posts: 16 Reckoner Reckoner

    hi Rav, lets try talking to technical support first if that's ok.

  • Rav
    Rav Administrator, Reckon Staff Posts: 14,288 Reckon Community Manager Community Manager

    Of course its totally ok 🙂

    Let me see if I can get a member of the support team to give you a call. I believe I've found your account but can I please get you to send me a private message with your best contact number and an appropriate time to call. To send me a PM, just click on my name and click the Message button.

  • Rav
    Rav Administrator, Reckon Staff Posts: 14,288 Reckon Community Manager Community Manager

    Hi @Irene_9926115

    Can you do me a favour and in your company file head into Company ➡️ Company Information

    Can you please check if your ABN is listed correctly and only contains numeric digits and no letters.

    image.png
  • Irene_9926115
    Irene_9926115 Member Posts: 16 Reckoner Reckoner

    would you like me to change ABN to show in Tax rego Id instead of secondary ID?

  • Rav
    Rav Administrator, Reckon Staff Posts: 14,288 Reckon Community Manager Community Manager

    Yes please. I've just sent you a reply to your PM about it 🙂

Categories