Super not calculating in Reckon Payroll

Suzanne DiStefano
Suzanne DiStefano Member Posts: 69 Reckoner Reckoner
in Reckon Payroll

Has anyone encountered an issue where Reckon Payroll didn't calculate super on a pay run and how did you fix this?

This happened on the first week of August and we have had an open ticket with Reckon support since then, still no resolution which is extremely frustrating and very average to be honest.

Thanks.

Answers

  • Tanvi_kataria
    Tanvi_kataria Reckon Staff Posts: 516 Reckon Staff Reckon Staff

    Hi @Suzanne DiStefano

    Apologies for the inconvenience.

    Do you have the Case number that we can have a look for you?

    Regards

    Tanvi

  • Suzanne DiStefano
    Suzanne DiStefano Member Posts: 69 Reckoner Reckoner

    Hi Tanvi,

    Thanks for reply. Case is CAS-352029-W8R2M0

    I have emailed and called to escalate today, the representative told me that someone would call me back as soon as I hung up the phone but no one ever did! Not happy.

    Also, when i try to revert the payrun to draft to see if i can edit I get an error message saying the payrun cannot be reverted to draft. The error message says 500 Internal server error.

  • Tanvi_kataria
    Tanvi_kataria Reckon Staff Posts: 516 Reckon Staff Reckon Staff

    Also, it happens if the Pay Preferences are not enabled for Super. Please confirm the set-up.

    You can check that by following the steps:

    • Login to Reckon Payroll
    • Go to Payroll Settings and select Pay items
    • Click on Superannuation
    • Check the preferences for the super items

    Find the screenshot attached for your reference -

    image.png

    Feel free to reach out if any concerns. Thank you!

    Regards

    Tanvi

  • Tanvi_kataria
    Tanvi_kataria Reckon Staff Posts: 516 Reckon Staff Reckon Staff

    Thank you @Suzanne DiStefano

    Let me have a look and get back to you.

  • Suzanne DiStefano
    Suzanne DiStefano Member Posts: 69 Reckoner Reckoner

    I have had a look at our preferences and they are correct as per your screenshot above.

  • Suzanne DiStefano
    Suzanne DiStefano Member Posts: 69 Reckoner Reckoner

    Do you have a resolution for me Tanvi?

    Regards,

    Suzanne

  • Suzanne DiStefano
    Suzanne DiStefano Member Posts: 69 Reckoner Reckoner

    Good morning Tanvi,

    Any update please?

  • Tanvi_kataria
    Tanvi_kataria Reckon Staff Posts: 516 Reckon Staff Reckon Staff

    Morning Suzanne

    Apologies for all the inconvenience and thank you for your patience.

    Our Development team is currently investigating the issue causing the 500 Error when reverting the pay run back to Draft. We're working to resolve this as quickly as possible and will keep you updated on progress.

    Regarding the pay run where Super is not being calculated, I'm currently reviewing the details. I’ll be sending you a direct message shortly to request some additional information—your assistance would be greatly appreciated.

    Thank you for your patience and support!

    Regards

    Tanvi

  • Suzanne DiStefano
    Suzanne DiStefano Member Posts: 69 Reckoner Reckoner

    Book has been shared. Thank you

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