When did the change to licensing occur - Enteprise

Is there someone who can confirm when the licensing changed for Hosted, that we are no longer allowed a single user licence for the Enterprise edition of Reckon.

As I have to do 3 rebuilds over the weekend, I would prefer to be running it locally as it may be slightly faster.

I just got of the phone with support and they are telling me I can no longer get a licence key for Enterprise…..

Comments

Tanvi_kataria

Hi @PeterC67

What version of the software you are looking the license key for?

Regards

Tanvi

PeterC67

Enterprise
We have Hosted, and as I have to do some data work (extensive) over the weekend I though it would be faster and easier doing on my computer - then over the AWS platform

Eric Murphy

That's concerning, we use that a lot for that exact reason; creating backups offline.

Did you ask them for a reason for this on your call?

PeterC67

Yep. The support person said that this allowance ceased in January 2025.

Absolutely frustrating as so many people on the forum have recommended this as a way to be able to do some of these things that take extended periods of time via the Hosted platform, and I have done this before without any issues….damn SSD dying, that is why I needed a new installation key

John Graetz

Peter. Do you have specific login details for each of the other entities and do they have their own licenses? My understanding is that provided each entity has its own licence, you should be able to gain access to each entity. Reckon did question me some time ago when they thought that I was misusing the system, but when I explained that each entity had its own license, there was no problem. I am not sure if this is the same issue that you are referring to. Usually it is only me who is using Reckon for each single entity. John L G

RFF

I was advised of this licensing change on Monday when I tried to renew my desktop point of sale software. They stated that it was "wrong" to use the Enterprise software in the way my business has been using it for many years. How to insult a customer…. They continued to say that advising me over the phone was suitable means of communication that Enterprise was no longer included as part of Reckon Hosted. Within two weeks of having to renew my accounts hosted, they have a fantatsic way of ensuring their customers look elsewhere for a suite of products.

What I would like to know, is what was/is the correct way of using reckon accounts hosted and reckon accounts desktop (enterprise)? Especially considering the two databases cannot be synced….

Kris_Williams

You have to download your backup from Hosted and restore to Reckon Enterprise desktop and when finished backup, upload to hosted and restore

SOS

I also express my frustration regarding Reckon's recent decision to withdraw the Desktop Accounts Enterprise from the Accounts Hosted license. This change was implemented without any prior notice, and I discovered it only when I was unable to activate the desktop version.

As someone who primarily uses the Desktop version and relies on Hosted as a backup or when working remotely, this change has effectively doubled the cost of my Reckon product. The lack of communication around such a significant shift is unacceptable.

Customer Service told me that the Desktop version was a "free" product that could be withdrawn at any time, and that there were too many customers to notify in advance. This contradicts how the product was previously presented to me - as an integrated component of the Accounts Hosted Enterprise package and key in my choice of an accounting product.

I am now questioning Reckon's reliability as a business partner. Accounting software is a fundamental part of business operations, and changes of this nature, made without consultation or warning, suggest a disregard for customer impact.

Additionally, I’ve found it increasingly difficult to get responses from customer service via email, which adds to the frustration.

I urge Reckon to reconsider this decision, provide clear and timely communication about product changes in the future, and offer support to affected customers.

SOS

Recently posted by Reckon Staff

#TipTuesday - Backing Up and Performing File Integrity Checks on Large Reckon Accounts Hosted Files

Datarec Reckon Staff Posts: 1,343

Steps to Prepare Reckon Accounts Enterprise on Your Computer:

Acquire a Reckon Accounts Enterprise Single-User Desktop License:
- Contact the Reckon Customer Service Team to request a licence which is included as part of your Hosted subscription.
- Provide your Customer ID, Hosted User ID, or Hosted Username, company name, and the primary contact's email address.
- You will be provided with the Installation Key Code (IKC) and a download link.
- Contact via email: onlinesales @Reckon .com.au (subject: "Accounts Hosted: Enterprise Desktop Licence request") or call 1800 RECKON (1800 732 566).
Do

Rav

Hi all

Sorry for the delay in getting to this post, I just wanted to provide some clarity and clear up any confusion.

If you're an active Reckon Accounts Hosted customer on an annual subscription, you can request access to a complimentary single-user edition of Reckon Accounts Enterprise Desktop.

You can request access to the complimentary edition of Enterprise by giving our Customer Service team a call and they will provision this to your account. You'll then be able to download and install this from the Reckon Members Area.

We'll ensure that all our contact centre teams are across this so that we're all on the same page and if you have any questions please let me know.

Cheers

Kris_Williams

this is contradictory to what a friend of mine was just told, and she has just had to pay $1000 to renew the desktop version when she already has the Hosted version

RFF

https://community.reckon.com/discussion/comment/20658295#Comment_20658295

Rav, the confusion is definitely at your end. We, the customers, know what should be happening. Why is Reckon trying to annoy their loyal customers?

Kris_Williams

So my friend was told just now that the V34 she downloaded and installed from the Reckon Members site was only a trial version. After all these years of Reckon Hosted why would one assume that. There was no label to imply that but as she found out today when the subscription was to be renewed it would no longer work - it has been working for 6 weeks so how long is the trial!

Rav

I definitely hear what you're saying, and I want to reassure you that we’re not trying to be difficult or make things harder for our customers. There's certainly no sense in us doing that so I've again had a chat with our sales and support teams to ensure we're on the same page in terms of expectations and our communication around this.

To reiterate again, if you're an active Reckon Accounts Hosted customer on an annual subscription, you can request access to a complimentary single-user edition of Reckon Accounts Enterprise Desktop from our customer service team.

@Kris_Williams I'm not quite sure what's happened in the case of your friend but I'm happy to get that looked into if they'd like to shoot me a DM with their customer ID and any other details.

I also almost exclusively use the desktop software and was told the same. I had renewed my Reckon Hosted licence and telephoned to request the Complementary desktop licence for Reckon Accounts Enterprise, as I do every year. I was told that if I wanted to use the desktop software as well, I need to purchase a separate licence. After I queried that, she checked with her supervisor and then repeated what she told me the first time. She said the complimentary licence was no longer available.

I am very angry that this has happened, and with no notice at all! I asked to speak directly with her supervisor and was told that that was not possible and that I should send an email to Customer Service. Like that's going to be of any use.

Eric Murphy

@Ed if you use desktop exclusively then just subscribe to enterprise desktop and do away with Hosted if you don't need it

Hi @Eric Murphy . It would have been helpful to have some time to consider my best option before my automatic annual renewal of the Hosted account went through. I still use Hosted as one way of backing up the desktop data, and to allow access to my interstate accountant around tax time. Also, what I was sold was the Hosted version and one desktop licence!

Yes, perhaps I will purchase just the desktop licence but, in the meantime, I have to fall back to the Hosted version as my only working option.

Rav

Hi @Ed

I've asked the Customer Service team to take another look at your case and this should now be straightened out for you. Your existing complimentary copy of Reckon Accounts Enterprise should be accessible.

Apologies for the misunderstanding on your earlier call with the team today. The above info from my earlier reply in this post is still correct and we'll ensure the teams are across this.

Active Reckon Accounts Hosted customer on an annual subscription, you can request access to a complimentary single-user edition of Reckon Accounts Enterprise Desktop from our customer service team.

Hi Rav

Thank you so much. I was thinking that I now have a product from a business with a monopoly attitude with no consideration even for those who have been customers for decades. Such a distasteful and helpless experience.

I have now opened the desktop software and it appears to again be fully functioning. :)

May I confirm Rav … this is not an exception you have granted for this year only. Reckon is taking a 'grandfathering' approach here, and I will have ongoing access to the complementary desktop license so long as I continue with my annual Hosted license?

Hi @Rav. Sorry, I didn't use the @ symbol before your name to notify you of my previous message.

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