Personal Plus 2022

Michelle_6886974
Michelle_6886974 Member Posts: 17 Reckoner Reckoner
in Personal Plus and Home & Business

After paying for my annual subscription, I'm now locked out because I need to "renew the licence".

The "Update Online" option, sends me through a loop of Script Error messages before sending me to my Details page which informs me I've paid for the product. It's a never ending cycle.

No instructions were provided on how else I can activate the product? So now I have to wait until business hours to call (god knows how long that process will take) so I can access a product I've paid for.

Do better Reckon!

Answers

  • Lucas
    Lucas Reckon Staff Posts: 563 Reckon Staff Reckon Staff

    Hi @Michelle_6886974,

    We do apologise for the inconveniences that this is causing you. Our sales team should be able to assist you in getting the software reactivated again as it may have generated a new key for you after renewing the annual license. But I can't be absolutely sure at the moment.

    Based on your feedback provided, I will ensure that we check the Update option to see if we can replicate what you have experienced and provide a fix for it.

    Thank you and speak soon.
    Lucas

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  • Michelle_6886974
    Michelle_6886974 Member Posts: 17 Reckoner Reckoner
    edited January 22

    Hi Lucas,

    This process is fundamentally flawed at best!

    I have just called 1800 732 566 (the number on the activation screen) and been told I have to uninstall the previous version of Reckon before I can download the new version. This is absolutely crazy! When I paid for my annual subscription, there was no mention of having to uninstall and reinstall the program and there was absolutely nothing mentioned on the renewal notice or the confirmation of payment documentation. How am I supposed to figure out how to uninstall the program without completely stuffing everything up!

    This is incredibly frustrating!

    Do you know who can help me get back into the program I have already paid for?

  • Lucas
    Lucas Reckon Staff Posts: 563 Reckon Staff Reckon Staff

    Hi @Michelle_6886974,

    Please call our support line for Reckon Accounts on 1300 137 657 | Mon – Fri: 8.30am – 7pm

    They will be able to assist with the uninstallation of the software and may also be able to remote into your computer to assist with the installation for the software.

    Thank you and speak soon.
    Lucas

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  • Michelle_6886974
    Michelle_6886974 Member Posts: 17 Reckoner Reckoner

    Thanks Lucas, am I going to be charged for this?

  • Lucas
    Lucas Reckon Staff Posts: 563 Reckon Staff Reckon Staff

    Hi @Michelle_6886974,

    You definitely will not be charged for this at all, our support is always available to you free of charge.

    Thank you and speak soon.
    Lucas

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  • Michelle_6886974
    Michelle_6886974 Member Posts: 17 Reckoner Reckoner

    @Lucas turns out that no one on that number was available to help. They were more helpful than the 1800 number, but still did not know the process and could not assist.

    After paying for my subscription, this is the email I received which states "Please enjoy continued full access to your software for the next 12 months." And that updates may be available.

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    At no time, did I receive an email stating I would have to uninstall a program and reinstall another one. And now I'm left with no access and no way to backup my data before proceeding.

    This is not good enough. Can you please advise a solution?

  • Michelle_6886974
    Michelle_6886974 Member Posts: 17 Reckoner Reckoner

    Can I please get an urgent response as I am still locked out of my file.

  • Lucas
    Lucas Reckon Staff Posts: 563 Reckon Staff Reckon Staff

    Hi @Michelle_6886974,

    You should have been assisted by an agent to uninstall the software and reinstall it again. Could you please try again today and also directly email me your phone number so we can investigate, why you were not assisted.

    Thank you and speak soon.
    Lucas

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  • Michelle_6886974
    Michelle_6886974 Member Posts: 17 Reckoner Reckoner

    Thanks @Lucas, what's your email address?

  • Lucas
    Lucas Reckon Staff Posts: 563 Reckon Staff Reckon Staff
    edited January 24

    Hi @Michelle_6886974,

    If you click on my profile, you should be able to directly message me the mobile number so we can investigate the call for you.

    Please try calling again on the following:

    1300 137 657
    Mon – Fri: 8.30am – 7pm
    Reckon Accounts Hosted, Reckon Accounts, Reckon Personal, Payroll Premier & general enquiries.

    Thank you and speak soon.
    Lucas

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  • Michelle_6886974
    Michelle_6886974 Member Posts: 17 Reckoner Reckoner

    Hi Lucas,

    I have messaged you my mobile number.

    I am deeply concerned by this renewal process.

    The agent I spoke to yesterday, was able to extend my access to Personal Plus 2022 for a week so I can at least get into my file. Remember, I've already paid for access and received an email saying "Please enjoy continued access to your software for the next 12 months". The agent was unable to step me through the process of deleting the program.

    Given there are probably no updates to the program (besides perhaps updating a new tax table), can you please extend my access to the 2022 version for this renewal year. I do not want to go through the process of deleting the software and downloading it again. I was never advised this would be the process. This will give me a year to find an alternative program, even though I've been using Reckon/Quicken for many, many years.

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