Reckon One states my payroll app subscription has lapsed

Hi again

I seem to be having more trouble with reckon one. I have the payroll app for both our businesses and have a subscription that is due to renew on 18/4 but reckon one says I am not subscribed. (the other business is ok though) So i rang the reckon helpline and they said to cancel the subscription and then resubscribe, which I did but the same error code comes up. A few months ago Apple starting charging me for my two subscriptions on the same date ( I have two ABN's) but before they were due on different times of the month, so not sure if its something to do with Apple? Hope this can be rectified? Many Thanks

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Rav

Hi @Pertaringa

When you look at the subscription of these accounts in your Apple App Store account, does it show that the subscription is active for and that your usual monthly payment to Apple has been made?

When you login to Reckon One either on the app or on the full experience on your PC, what is the message that appears? If you could attach a screenshot that would be handy as well.

You've mentioned you have two ABN's, are the Reckon One books for each of these under the same account or do they live in separate accounts ie. under different email addresses?

Pertaringa

Hi Rav

Yes I have two separate emails. My subscriptions both show as active in Apple account but in the payroll app the renew date is out of date for the one with issues

Attached is a screen shot of message in Reckon one

many thanks

Rav

Thanks for that @Pertaringa

I think we're going to need to take a closer look at what's going on there.

I've found the book from your screenshot example on my end but can I just get a few more details from you.

What date was the last subscription payment that Apple processed? You should be able find this in your Apple App Store billing.
Also, you mentioned there were some issues with Apple previously which included the other book. Can you let me know more info about that including details of the other book ie. the email address it is registered under. Please feel free to shoot me a private message with these details.

Pertaringa

hi Rav

The one I am having trouble with is the book registered to Edward Hill Payment was last paid on 20/3 but I cancelled it on 28/3 and re subscribed on 28/3 and according to Apple it is still valid. Email for app is <removed>

The issue was that Edward account was initially due on the 8th of the month but on 20 Feb Apple decided to coincide both subscriptions to be paid on the 20th of month but when you go into the app is still states renew date 8 March! It appears to be an Apple issue?

The other account is all fine now , it just had the issue with the draft payrun.

thanks

Rav

Thanks for that. Leave this with me for a bit and I'll see what I can do.

Rav

Hi @Pertaringa

My dev team are investigating this for us but I'm also going to send through an access request to your book just so the team can take a closer look.

The access request will come through separately in an email to the email address the book is registered under. Can you please take a look when you can and grant access.

Also, are you able to take a screenshot of what is appearing in the mobile app for you at the moment, similar to the screenshot that you posted above from your Reckon One book on the web, but on the app instead along with a screenshot showing the subscription in your Apple App Store.

Feel free to send these to me in a private message if you prefer.

Cheers!

Rav

Actually disregard that, I believe this may be sorted now.

Can you please login to this account again when you have a sec and let me know if you're able to access and use your book now?