Trouble accessing STP

Julie C
Julie C Member Posts: 98 Reckoner Reckoner
in Accounts Hosted

I am trying to access my STP in Reckon GovConnect. I am able to login using credentials, when clicking GovConnect, it is prompting to setup a new user.

Any help appreciated

Best Answer

  • Kris_Williams
    Kris_Williams Member Posts: 4,277 Reckon Hall of Famer Reckon Hall of Famer
    Answer ✓

    @Rav can help you better than I can, so follow his advice

Answers

  • Kris_Williams
    Kris_Williams Member Posts: 4,277 Reckon Hall of Famer Reckon Hall of Famer

    you must be logging in with the wrong email or password, are you doing this from within Reckon Hosted or going to portal.reckon.com?

  • Rav
    Rav Administrator, Reckon Staff Posts: 14,205 Reckon Community Manager Community Manager

    Hi @Julie C

    It sounds as though you might be logging into GovConnect using an account that is different to what your STP entity may have been originally registered under.

    Do you have multiple Reckon Portal accounts?

    Also, what is the ABN? I should be able to track down where its registered on our end.

  • Julie C
    Julie C Member Posts: 98 Reckoner Reckoner

    Hi Kris,

    I'm using the portal.reckon.com

  • Julie C
    Julie C Member Posts: 98 Reckoner Reckoner
    edited July 21

    Hi Rav,

    I only have the 1 account. ABN 59 913 104 326

  • Rav
    Rav Administrator, Reckon Staff Posts: 14,205 Reckon Community Manager Community Manager

    Thanks @Julie C

    I can see the ABN is registered to a Reckon Portal account using the same email address that you use for your Reckon Community account.

    Are you logging in by entering the email address and password into the login fields when you visit portal.reckon.com or are you clicking the Continue with Google button? In your case it should be the former, not the latter.

    Also, which browser are you using? Is it the same if you attempt to login to GovConnect using a different browser?

  • Julie C
    Julie C Member Posts: 98 Reckoner Reckoner
    edited July 21

    I'm using the email address, I am unable to reset the password. I use Chrome for a browser

  • Rav
    Rav Administrator, Reckon Staff Posts: 14,205 Reckon Community Manager Community Manager

    I don't think there's a need to reset your password as you mentioned you're able to login to the account ok in the opening post.

    Its sounds very strange though as it certainly sounds as though you're doing everything right.

    Can I get you to please send me 2 screenshots in a private message:

    • A screenshot of GovConnect ie. where it shows the message to setup your first STP entity.
    • A screenshot of the Profile page of your Reckon Portal account. It will look something like this 👇
    image.png

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