Can’t sign in says email or password incorrect

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  • Updated 2 months ago
App STP can’t log in says email or password incorrect
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julie

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Posted 2 months ago

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Rav, Community Manager

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Hi Julie,
Are you using the same email address & password that you used to create the app account?
Please review that first, and if you're still having trouble try the 'Forgot password' option on the login screen.

Let me know if you still have any trouble.
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julie

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I believe it is same password and email will let me go to next screen and asks to look up company then tells me I’m already registered and to log in which I did and it tell me to look up company again and tells me already registered and to log in going round it circles getting no where
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Rav, Community Manager

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Ok thanks Julie, I think I know what might have happened here. From what it sounds like and similar cases I've come across, this is usually down to a problem with the email address that was used when the account was first created. More specifically, its usually because there's a typo in the email address/incorrectly spelled and now when you're trying to login in with the 'correct' email address, its asking you to register a ABN again but it won't allow you to.

Can you let me know the ABN you're trying to register into the app and also confirm if the email address you're using to sign into the app is the same email address your Community account is registered under.
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julie

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88091108502 same email
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Rav, Community Manager

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Thanks Julie,
I've had a look and yes you've made a small typo in the email address when you first registered the account which is why its giving you trouble now.

Usually, I'd just be able to delete the incorrect account and free up the ABN from it but because there have been STP submissions sent already to the ATO I'm not able to.
So instead, here's what you need to do.

- Log into our Portal here https://portal.reckon.com with your current app account sign in details ie. the 'incorrect' email address. Its basically the same email address that your Community account is under but instead of @bigpond.com you've spelled it as @bidpond.com

- Once you're logged in, click on 'Profile' in the top right corner and edit your email address to the correct one & save it.

- Log back into the app using the correct email address and you'll have access to your account as normal.

Let me know how you get on.
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julie

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Fixed thanks
I am not an accredited Reckon person, but a GP who has battled my way through this.
I was surprised to learn that Reckon MyGov Connect account (that you use to log in to STP from Reckon Hosted) was separate to the Reckon account and had to be set up separately. It had a different username and password (Essentially it is a accessing the government site). 
I found it easiest to set up talking to a Reckon assistant on the phone and they talked me through it.
I had just assumed that they were the same accounts and passwords.
Hope that helps
Richard
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julie

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Thanks Richard seems to be an issue with email address I believe hopefully fixed soon