hi can some one tell me why my password wont work after the planned maintenance

stephenstephen Member Posts: 3
edited September 2019 in Accounts Hosted

Comments

  • ZappyZappy Accredited Partner Posts: 4,457 ✭✭✭
    edited August 2019
    You aren't using the correct password. Thanks for your question
  • stephenstephen Member Posts: 3
    edited June 2019
    Same password have had for 10 years
  • ZappyZappy Accredited Partner Posts: 4,457 ✭✭✭
    edited August 2019
    Are you looking at the right file? Passwords don't change themselves. I've been using Reckon for 20 years
  • stephenstephen Member Posts: 3
    edited June 2019
     mate  iam talking about the password that is under the user name admin it is only a 3 letter password and i  only have 1 company file
  • ZappyZappy Accredited Partner Posts: 4,457 ✭✭✭
    edited August 2019
    Have you tried leaving it blank?
  • IRRIGEAR LOWOODIRRIGEAR LOWOOD Member Posts: 8
    edited June 2019
    Hi Stephen,  We have had the same issue.  For us, we found it was CAPS.  Even though you've got it turned on, Reckon doesn't seem to be recognising it.  One employee found closing the window and re-opening.  The way I got in was by holding Shift key down for each capital letter.  Not sure if this helps you...but I'm sure you know that any help getting in is worth trying.
  • Anita ElliottAnita Elliott Member Posts: 7
    edited June 2019
    I can't log in this morning either is there a problem with reckon

  • RavRav Administrator Posts: 9,861 Administrator
    edited June 2019
    Hi folks,
    Can I please confirm which browser(s) you're all using when you run into this problem AND does it occur if you use any alternative browsers?

    Also, just to establish is this affecting the file admin password only not the Hosted service login?

    We're checking into a few things on our end but would be great to have some further info.

    Thanks everyone
  • IRRIGEAR LOWOODIRRIGEAR LOWOOD Member Posts: 8
    edited June 2019
    Hi Rav,
    We've been using Chrome, and having issues with CAPS.  It only affects the file password.  But once in the file, there is no CAPS either, which is frustrating as we only type in CAPS.
    I've just tried Edge, with no password issue.
    Cheers, Carly.
    Update* Other users have just tried Edge, but are having issues with CAPS, as well as Numlock.  It turns on, but then turns back off a few key strokes later.
  • Anita ElliottAnita Elliott Member Posts: 7
    edited June 2019
    I am using google chrome
  • RavRav Administrator Posts: 9,861 Administrator
    edited June 2019
    Hi folks,

    Early investigation shows that it looks isolated to Chrome only at this stage and clearing the browser cache will get everything back to normal. So far we've found this problem does not occur on other browsers but are continuing to test. I'd recommend logging out of Hosted and clearing your browser cache and then retry. 

    Let me know how you go.
  • Anita ElliottAnita Elliott Member Posts: 7
    edited June 2019
    Invalid credentials. Check your account name and password.

    This is the message that I get

  • RavRav Administrator Posts: 9,861 Administrator
    edited June 2019
    Hi Anita,
    If your admin password contains upper case letters/numbers etc, can you please try my suggestion further below of clearing the browser cache and confirm if that helps?
  • Anita ElliottAnita Elliott Member Posts: 7
    edited June 2019
    Just tried internet explorer and it won't work in that either

  • Anita ElliottAnita Elliott Member Posts: 7
    edited June 2019
    I have closed all tabs and cleared the cache and when I go to launch accounts 2018R2 this is the error that I get. I don't even get the correct page where you log in.
    Invalid credentials. Check your account name and password.

  • Data RecData Rec Reckon Staff Posts: 768 ✭✭✭
    edited September 2019
    DATA RECOVERY: Error message is "Invalid credentials. Check your account name and password" when launching Reckon Accounts Hosted

    Regards,

    Reckon Data Recovery Team

    You can request assistance via the case request web form below.

    https://www.reckon.com/au/data-services-request/

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