On a recent trip to one of my suppliers, their email system was down. To keep things moving, I pulled out my phone and said, “No problem, I’ll just show you your purchase order.”
I logged into my Reckon account, as I’ve done countless times before. I passed the first login stage, completed MFA, and accessed the account—only to be met with a “device is not supported” message. Assuming it was an error, I tried again, but the same issue occurred.
I raised a support ticket. On the first response, I was told I was using the system incorrectly and sent generic screenshots on how to log in—clearly without anyone properly reviewing my ticket. After three more attempts, I finally received this response:
Thank you for contacting Reckon and sharing the screenshot.
We’ve reviewed the issue with our backend team and confirmed that the Amazon platform hosting Reckon is currently not supported on Android devices. To proceed with creating a Purchase Order, we recommend using a desktop computer.
We appreciate your understanding and are here to help if you have any further questions.
My concerns are:
- At no stage were users informed of this loss of functionality.
- The ability to raise orders or search for products on the spot—such as when standing at a supplier’s counter—has been removed without consultation.
- This represents a material reduction in service, likely driven by financial considerations on Reckon’s side.
Given this, I believe it is reasonable to request a 30% credit on next year’s fees per login, reflecting the loss of functionality that was previously available.
I’d appreciate your thoughts on this matter.
