✅RESOLVED - Reckon One & Reckon Payroll access issues (15 December)

Rav
Rav Administrator, Reckon Staff Posts: 16,612 Reckon Community Manager Community Manager
edited December 19 in Reckon One

✅ ISSUE RESOLVED - CLICK HERE FOR THE LATEST UPDATE

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Hi everyone

We're currently investigating reports of Reckon One and Reckon Payroll being inaccessible to users.

When logging into Reckon One, you may be encountering the below error message.

Our sincere apologies for the inconvenience this is causing. We've got our teams investigating as we speak and more updates will follow below.

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Merry Christmas & Happy New Year everyone! 🎅🎆

I'm on leave from 23 December and back on deck again January 6th.

If you're working through the holiday period, we've got support available and you'll find our holiday hoursHERE.

Comments

  • Syed
    Syed Member Posts: 8 Reckoner Reckoner

    Today on Sunday 15 Dec 24 I am trying to open my reckon one account to pay wages for our emplyees but the screen takes me again and again to the same screen showing open payroll button. I have logged in successfully but not able to open my payroll. Is there any system issue? This is an urgent need as employees need to be paid.

    Please help.

    Syed Javed

  • duxnutsshane
    duxnutsshane Member Posts: 9 Reckoner Reckoner
    edited December 15

    Same issue for me mate…. Trying to open Reckon One and it takes me to a Payroll Premier screen and I can't access my book or pay staff….

    1.png
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  • BCFinance
    BCFinance Member Posts: 1 Novice Member Novice Member
    edited December 15

    It's not just payroll. I have over 100 books and I cannot get into any of them. Have tried on 2 separate computers and get the same screen about upgrading payroll subscription but almost 90 of the books do not have payroll.

  • Rav
    Rav Administrator, Reckon Staff Posts: 16,612 Reckon Community Manager Community Manager
    edited December 15

    Hi folks

    Thanks for flagging this. Let me report this internally to our teams and get this looked at ASAP.

    Updates to follow.

    Merry Christmas & Happy New Year everyone! 🎅🎆

    I'm on leave from 23 December and back on deck again January 6th.

    If you're working through the holiday period, we've got support available and you'll find our holiday hoursHERE.

  • JoelPR
    JoelPR Member Posts: 1 Novice Member Novice Member
    edited December 15

    Same issue. At first was just taking me back to the My Products page, but then now is taking me to a Payroll Premier error, which I don't have.

    Very frustrating cause I was in the middle of monthly account reconciliation. Probably started around 2pm ACST or so.

  • Dean
    Dean Member Posts: 11 Reckoner Reckoner
    edited December 15

    On iPhone app, it simply tells me there is an error and taking longer than expected, then tells me a "Couldn't Load Your Book" Screenshots included. Screenshots 1 and 2.

    On a browser, I get a different issue. For some reason, you guys now want to try and load the payroll as "Premier" instead of the "Essentials" plan. Screenshots 3 and 4 show it trying to load "Premier"

    Screenshot 4 shows my current ACTIVE "Essentials" plan.

    HELP!!!!!!! 😀

    I will also try calling support tomorrow.

    FYI. I am NOT a Reckon One customer and as I am a 1 man band, I never will be and only use Reckon Payroll to satisfy the ATO for STP.

    Phone app 1.PNG
    Phone app 2.PNG
    Browser 1.png
    Browser 2.png
    Browser 3.png

  • 1192688
    1192688 Member Posts: 10 Reckoner Reckoner
    edited December 15

    Similar Problem. When I try to log in to Reckon One it tries to log me into Reckon Payroll which I don't have, Hope this is fixed soon as I have Invoices to Process Urgently.

  • Jan_10861662
    Jan_10861662 Member Posts: 27 Reckoner Reckoner
    edited December 15

    Similar problem When I try to login to Reckon One for my invoices. Just tried my separate sub for payroll Both the same< the platform is trying to upgrade to Premier. I need to process invoices on weekends and not a problem needed before Xmas! I will check again sometime during week when I have time!

  • Chris Bollard
    Chris Bollard Member Posts: 9 Reckoner Reckoner
    edited December 15

    Same problem here. I need to process invoices before 10am Monday or they wont be paid before Christmas.

    Come on guys get it together

  • Rav
    Rav Administrator, Reckon Staff Posts: 16,612 Reckon Community Manager Community Manager

    ℹ️ UPDATE

    Hi everyone

    I've moved your posts over to this main announcement so you all receive email notification of updates as soon as they're posted here.

    Just as a quick update, we've got our teams investigating this as we speak. I don't have a great detail to share just yet but I'll keep you posted with new information as soon as I receive it.

    Apologies for the hassle this is causing at the moment and we really appreciate your patience.

    Merry Christmas & Happy New Year everyone! 🎅🎆

    I'm on leave from 23 December and back on deck again January 6th.

    If you're working through the holiday period, we've got support available and you'll find our holiday hoursHERE.

  • Robyn Millard
    Robyn Millard Member Posts: 13 Reckoner Reckoner

    Same issue here too.

  • One_Financing
    One_Financing Member Posts: 1 Novice Member Novice Member

    Same problem here.

    I don't use payroll.

    Reckon error 15.12.2024.png

  • Rav
    Rav Administrator, Reckon Staff Posts: 16,612 Reckon Community Manager Community Manager

    ℹ️ UPDATE

    Hi everyone

    Work is currently ongoing in addressing this issue and we've got some active calls happening across the dev team as we speak.

    The team have tried a few things in an effort to get services back online, unfortunately without success so we're continuing to investigate.

    Apologies again for the inconvenience this is causing at the moment, we're working to put things right as quick as we can.

    More info to follow.

    Merry Christmas & Happy New Year everyone! 🎅🎆

    I'm on leave from 23 December and back on deck again January 6th.

    If you're working through the holiday period, we've got support available and you'll find our holiday hoursHERE.

  • IT_ZAP
    IT_ZAP Member Posts: 4 Novice Member Novice Member

    Same problem here. I don't use payroll.

  • sclarke
    sclarke Member Posts: 9 Reckoner Reckoner

    Same issue here, don't even use payroll. Also my plan had "somehow" changed itself to the highest tier, not sure if that was related.

  • sclarke
    sclarke Member Posts: 9 Reckoner Reckoner

    Also, it's frustrating when you have a known issue but make zero ACTIVE effort to notify users. You have all our contact details, an email out to advise of a major distruption instead of just a forum post would be a big step in the right directon.

  • Rav
    Rav Administrator, Reckon Staff Posts: 16,612 Reckon Community Manager Community Manager

    Hi @sclarke

    If add Reckon One under My Reckon Software in your Reckon Community profile, you'll receive notification of important information, such as this and other significant updates for Reckon One as soon as they're published.

    Simply ensure you've added Reckon Payroll along with Reckon One under My Reckon Software in your Reckon Community profile and you'll automatically be notified as soon as new announcements are published!

    Click HERE to go to your Reckon Community profile settings to add your software.

    Merry Christmas & Happy New Year everyone! 🎅🎆

    I'm on leave from 23 December and back on deck again January 6th.

    If you're working through the holiday period, we've got support available and you'll find our holiday hoursHERE.

  • sclarke
    sclarke Member Posts: 9 Reckoner Reckoner

    I didn't know that existed, have just subscribed so thank you for bringing that up!

  • Rav
    Rav Administrator, Reckon Staff Posts: 16,612 Reckon Community Manager Community Manager
    edited December 15

    ℹ️ UPDATE

    Hi everyone

    We're not quite out of the woods yet but the team have been making really good progress on this. Access to Reckon One is now available, if you try and login now you should be able to access your book.

    With that said, we're continuing to run some tests on our end so there may be a few more hiccups still to come but fingers crossed we're getting closer to getting things fully back on track.

    As always, I'll keep you posted with more info as soon as its available.

    Merry Christmas & Happy New Year everyone! 🎅🎆

    I'm on leave from 23 December and back on deck again January 6th.

    If you're working through the holiday period, we've got support available and you'll find our holiday hoursHERE.

  • Rav
    Rav Administrator, Reckon Staff Posts: 16,612 Reckon Community Manager Community Manager

    ✅ ISSUE RESOLVED

    Hi everyone

    This issue has now been resolved. Access to Reckon One is now fully available.

    We'll review this incident in the morning to understand what caused this and put steps in place to avoid a repeat of this occurring again.

    Thank you again to everyone for your patience while we worked through this, I completely understand that it was a frustrating issue, particularly on a weekend so I do apologise for inconvenience this caused.

    Merry Christmas & Happy New Year everyone! 🎅🎆

    I'm on leave from 23 December and back on deck again January 6th.

    If you're working through the holiday period, we've got support available and you'll find our holiday hoursHERE.

  • Syed
    Syed Member Posts: 8 Reckoner Reckoner

    Thanks for resloving the issue. I just logged in and it works. Processed our payroll and sent emails. All good.

    Syed

  • Dean
    Dean Member Posts: 11 Reckoner Reckoner

    Many thanks for fixing this nice and fast.

    I was able to log in now as well.

    May I suggest that the "Reckon One" option not be clickable unless your subscription has this? To ensure no issues later?

This discussion has been closed.

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