could not login@community manager

Sarah_10864404
Sarah_10864404 Member Posts: 19 Novice Member Novice Member
edited January 2024 in Reckon Payroll
IMG_3334.PNG

Hi there, i registered reckon payroll last thursday, but it would not let me login.

can you please check this for me?

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  • Rav
    Rav Administrator, Reckon Staff Posts: 13,970 Reckon Community Manager Community Manager

    Hi Sarah,

    When you registered your account on Thursday were you able to login successfully back then? ie. is this a new error that's only just occurred today?

    If so, can you let me know the ABN that you've registered to your Reckon Payroll App account please.

    Cheers

  • Sarah_10864404
    Sarah_10864404 Member Posts: 19 Novice Member Novice Member

    I registered reckon one. and then download the reckon payroll app. never login in successfully. I thought it was not set up my account yet. but uptill now , i still could not login.

    the abn is 69 650 143 767

  • Sarah_10864404
    Sarah_10864404 Member Posts: 19 Novice Member Novice Member

    i am new to reckon, if i only want the payroll service for now. can i cancel the reckon one. and reregistered as reckon payroll .

  • Rav
    Rav Administrator, Reckon Staff Posts: 13,970 Reckon Community Manager Community Manager

    Thanks Sarah. I've just had a look and yes the error message you're currently receiving is due to your active Reckon One book having the exact same name as your Reckon Payroll App account.

    Currently the Payroll App cannot create an account successfully when it is given the exact same name as a Reckon One book that you have previously registered under the same email address.

    Your Reckon One book is currently active, so to solve this you can login to your Reckon One book from here and slightly rename your book by clicking the menu button on your book in the book launch screen > Settings > Change your book name

    Below is a quick screen recording as an example (click on it for a larger view)

    Change Book Name.gif


    Once you've renamed your Reckon One book you can cancel it if you wish if you have no intention of using it anymore.

  • Sarah_10864404
    Sarah_10864404 Member Posts: 19 Novice Member Novice Member

    thank you Rav. will try it now. let you know later.

  • Sarah_10864404
    Sarah_10864404 Member Posts: 19 Novice Member Novice Member

    can you show me how to cancel reckon one. Rav?

  • Rav
    Rav Administrator, Reckon Staff Posts: 13,970 Reckon Community Manager Community Manager

    You can deactivate your Reckon One book from the same portal screen above. I'd recommend only doing that after you've renamed the existing Reckon One book.

    There's more info on how to deactivate your book in the help guide linked below -

    https://help.reckon.com/article/jkxqpraah0-jkxqpraah0-deactivate-your-subscription

    Deactivate your subscription

    https://community.reckon.com/home/leaving?allowTrusted=1&target=https%3A%2F%2Fhelp.reckon.com%2Farticle%2Fjkxqpraah0-jkxqpraah0-deactivate-your-subscription
    To deactivate your subscription, you can contact the Support team on 1300 756 663 or deactivate via your portal settings. Deactivating your subscription will not delete any data. The book will remain…


  • Sarah_10864404
    Sarah_10864404 Member Posts: 19 Novice Member Novice Member
    ζˆͺ屏2022-09-12 上午10.56.29.png

    i renamed it as c123 ,now just deactivate my subscription? would it affected the reckon payroll app account?

  • Sarah_10864404
    Sarah_10864404 Member Posts: 19 Novice Member Novice Member

    hi Rav, the issue continued.

    IMG_3336.PNG


  • Rav
    Rav Administrator, Reckon Staff Posts: 13,970 Reckon Community Manager Community Manager

    Give it another go now Sarah, it should work this time but let me know if not.

    Cheers

  • Sarah_10864404
    Sarah_10864404 Member Posts: 19 Novice Member Novice Member
    IMG_3337.PNG

    Hi Rav, what should i do now

  • Rav
    Rav Administrator, Reckon Staff Posts: 13,970 Reckon Community Manager Community Manager

    Select the continue option and follow the prompts.

  • Sarah_10864404
    Sarah_10864404 Member Posts: 19 Novice Member Novice Member

    I did and it tells : this ABN & branch number is already registered

  • Rav
    Rav Administrator, Reckon Staff Posts: 13,970 Reckon Community Manager Community Manager

    Right ok, I've just made a small change on my end. Can you please try again by closing the app in full (swipe it away from any other running apps on your phone) and log back in. Follow the prompts to register your ABN into app and complete the process.

    It should go through normally but let me know if you still have any trouble.

    Cheers

  • Sarah_10864404
    Sarah_10864404 Member Posts: 19 Novice Member Novice Member

    in the book details page, it is uploading for 5 mins . i am not sure if this is an trouble

  • Sarah_10864404
    Sarah_10864404 Member Posts: 19 Novice Member Novice Member

    and it is still loading.....

  • Sarah_10864404
    Sarah_10864404 Member Posts: 19 Novice Member Novice Member

    i swip out the app and log back in . but it continue the wait up notice:you can't use this app to manage your existing books...

  • Rav
    Rav Administrator, Reckon Staff Posts: 13,970 Reckon Community Manager Community Manager
    edited September 2022

    Hi Sarah

    • Close your app down in full
    • Head over to https://payroll.reckon.com/ preferably on a PC and sign in with your existing Payroll App login details
    • Follow the prompts to register your ABN and complete your account
    • Once that is completed sign in to the app on your phone and it should allow you to access the account.
  • Sarah_10864404
    Sarah_10864404 Member Posts: 19 Novice Member Novice Member
    8C6DCC20-F131-41D9-AA66-6EFCA36A6F7F.jpeg

    It won’t let me creat account through web. It ask me do it on app first

  • Rav
    Rav Administrator, Reckon Staff Posts: 13,970 Reckon Community Manager Community Manager

    You don't need to create a new account. You've already got an account under your email address. You need to sign in.

  • Sarah_10864404
    Sarah_10864404 Member Posts: 19 Novice Member Novice Member

    After I put my email address and password. It leads me to this page. Won’t let me put my company details

  • Rav
    Rav Administrator, Reckon Staff Posts: 13,970 Reckon Community Manager Community Manager

    Are you signing in (not creating a new account) using the same email address that your Community account is currently registered under?

    When I check our system, I can see a Reckon Payroll App account under that email address.

  • Sarah_10864404
    Sarah_10864404 Member Posts: 19 Novice Member Novice Member

    Yes , I just sign in using my email address and password I used in the reckon payroll app.

    the email address is the same as my community account email address.

    but different passwords

  • Rav
    Rav Administrator, Reckon Staff Posts: 13,970 Reckon Community Manager Community Manager

    Hmmm ok, that's quite strange. It should be working as far as I can see from my end.

    Can I get you to try one more time in the mobile app and if it still gets stuck loading, take a screenshot and post it here. I'll see if my dev team can do a bit of investigating to see why its getting stuck for you.

  • Sarah_10864404
    Sarah_10864404 Member Posts: 19 Novice Member Novice Member

    This is Still not working

    57C5E0F9-107F-4AA2-93C1-13C4D3E2E177.png


  • Sarah_10864404
    Sarah_10864404 Member Posts: 19 Novice Member Novice Member

    I continued and put company details. It’s keeping on loading . Could not go through

  • Sarah_10864404
    Sarah_10864404 Member Posts: 19 Novice Member Novice Member

    Still loading, please do some dev investigation if you need

  • Rav
    Rav Administrator, Reckon Staff Posts: 13,970 Reckon Community Manager Community Manager

    Just leave this with me for a bit Sarah, I've put the details together into a case and sent it over to my dev team to take a look at.

    I'll let you know as soon as I hear back from them more news.

  • Sarah_10864404
    Sarah_10864404 Member Posts: 19 Novice Member Novice Member

    Thanks Rav, appreciate it

  • Rav
    Rav Administrator, Reckon Staff Posts: 13,970 Reckon Community Manager Community Manager

    Hi Sarah,

    My devs have been super quick and they've just got back to me in relation to this.

    They've asked if you can please try logging into the Payroll App now and confirm if its successful for you or not.

    Let me know how you get on.

    Cheers

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