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Keep getting an error when setup an employee

307723455594884259

Hi Support team,

We have recently joined Reckon Payroll Premium and I have successfully setup 16 employees, however, two of our employees cannot be setup in our Payroll system for some reason. I have attached the error msg we kept getting every time I tried to save. I also tried self boarding option but no luck either. Would you please share some idea of what might be wrong? I don't see anything different for the 2 employees from the other 16 employees that I have done.

Kind regards,

Leah

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Rav

Hi @307723455594884259

Is this still occurring if you logout then log back in and try again?

If so, is there anything majorly different in terms of the set-up of this particular employee in comparison to the others who have been successfully added?

307723455594884259

Yes its still happening and there's not major difference. Well, one of the employees is myself and one is my boss.

Rav

Thanks for getting back to me.

Ok, we might need to take a closer look into what's causing this error.

There's one thing I can think of which might give us an immediate indication of where the issue is stemming from although it might be more suited to a conversation with our technical support team but I'll outline it below.

Note: This assumes you're using Google Chrome.

When you create this employee and run into this error message, click on the menu button in your browser ➡️ More Tools ➡️ Developer Tools (example below).

Click the Console tab. There may be an error listed probably in red which will give us an idea of what information Reckon One is looking for and not finding or some other invalid data in the setup.

Take a screenshot of what appears and post it here.

With all that said, we're starting to get into more advanced troubleshooting with the above so if you're not comfortable with attempting the above, that's totally understandable. Instead, give our technical support team a call when you have a moment and one of our technicians can check this out and if needed also kick off a remote support session as well.

307723455594884259

Hi Rav,

I have tried your method and took a screenshot of the internal error msg. Hope this helps.

Thanks,

Leah

Screenshot 2026-04-10 at 11.02.53 pm.png

Eric Murphy

Leah, click the arrow on the red error on the right in your screenshot to expand it

307723455594884259

Screenshot 2026-04-13 at 12.47.38 pm.png

Hope this helps.

Kind regards,

Leah

Rav

Hi Leah

Apologies for the delay in getting back to you, I was out of the office for a bit but back now.

Thanks for doing the above, I think you've done everything you can to troubleshoot this and there aren't any obvious causes we're seeing from that error in your screenshot. I think we need to take a closer look at what's causing this from our end.

When you have a chance, can you please give our technical support team a call on 1300 756 663 or shoot us a web ticket simply by clicking HERE and one of our technicians will investigate.