Cannot send payment summaries (and now payslips) by email

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  • Updated 3 months ago
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Hi,

I tried to send Payment summaries by email, however after I ticked all staff, I need to select "Select Forms To Send" but there is no form to choose and at the bottom it said "Currently there are no forms marked to be sent". 

I have asked the person who processed payroll for prior years, she said she manually download the payment summaries and manually email one by one, because after consulting with the Reckon technical support, they said we are not able to send by email.

We have over 700 payment summaries to send, it would take days to send manually.

Now I cannot email the payslips as well. Exactly the same problem last year. After failed to send payment summaries by email, she was not able to email payslips. We always send all payslips by email.

This is so frustrating. Can someone please suggest what to do? Thank you very much.
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Deborah Soelaiman

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Posted 1 year ago

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Rav, Community Manager

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HI Deborah,

Can you take a look at the following KB article, is your situation the same as what is outlined there?

Send Forms list is blank and there are no Payment Summaries to email
(Edited)
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Deborah Soelaiman

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Hi Rav,

Thank you for your reply.

It is similar situation. 

I have done step 4 and when I did step 5, there is no forms marked to be sent, I pressed ESC. I repeat step 5 many times (more than 20 times), but still nothing. Is it step 4 or 5 that I should repeat? It said repeat step 4 as many times as needed, is it a typo?
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Christine Hall

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I am having the same issue with payslips.  I can select them to email however when I say send they are not showing in the window to select them to send.  There are no other forms waiting to be sent.
(Edited)
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Deborah Soelaiman

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Hi Christine,

I am having the same problem with you. Have you tried the link Rav gave above? I did but does now work.
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Deborah Soelaiman

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Sorry, I mean it did not work.
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Christine Hall

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I have two files and it's not working in either. I tried Rav's suggestion but still is not working. I can send myself a report via email so am at a loss as to wht the payslips have suddenly stopped.
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Deborah Soelaiman

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Hi Rav,

Could you please confirm which step to repeat? I have done step 1 to 4c, then there is no forms marked to be sent.

I did step 5, still there is no forms marked to be sent.

Step 6 "Go to Send Forms to Email again. Can you see the email for the dummy employee? If not, repeat step 4". Does it mean I should do step 5, Go to "Send Form" then ESC? Because if I should repeat step 4, should I create another dummy employee, process another pay then prepare a payment summary.

Just want to make sure I do the correct one. I google this and some people was saying he/she spent an hour or so. I have 700+ payment summaries, I would expect it takes longer.

Many thanks.
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Christine Hall

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Hi Deborah

I repeated step 4 about 100 times for 1 file and only about 10 for the other one.  Like you I looked at other comments and I think you will just have to keep repeating it till it works.  I even downloaded the file to see if it would send locally but the same thing occurred. 

Good luck
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Deborah Soelaiman

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Hi Christine,

May I know how did you do it? And how many staff do you have?

I went to File > Send Form > ESC more than 1,000 times but still did not work :( So frustrating. Trying to call Reckon but is put on hold for 20 minutes now.
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Deborah Soelaiman

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The problem is now fixed :)  I clicked File > Send Form > ESC more than 3,000 times. Spent so many hours, but at least the problem is fixed.

Thank you, Rav.
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Amelia Reavey

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This happens to me EVERY new financial year!  I generate the PAYG summaries, it freezes and BAM! Lost ability to email summaries and payslips. So frustrating.
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Deborah Soelaiman

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Hi Amelia,

Perhaps trying to email payment summaries by smaller batches to avoid it freezes.

I agree it is so frustrating. Reckon should have fixed this years ago.
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Amelia Reavey

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we only have 8 employees so it shouldn't be a problem! ha!
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Paul Green

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Just happened to me as well. I followed instruction and no luck. I closed Reckon Accounts, reopened and emails now appear in Send Forms.
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Amelia Reavey

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I got the PAYG summaries to work but now I can't send payslips either!
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Jayden Watts

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Grrr....now I have this problem sending payslips....guess I better do some reading....
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Jennifer Rajendran

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Same issue.  Could not send payment summaries by email on reckon hosted.  So have to download and send manually by email.  Upgraded to Reckon Hosted 2018 and now cannot email payslips either.  WTH.
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Deborah Soelaiman

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Hi Jennifer,

Try to do this: File > Send Form > ESC as many times as the number of payment summaries failed to send. Last year I had 700+ payment summaries, 4 times trying to send = 2800+ payment summaries corrupted. This was fixed after I repeated that steps 3,000 times. Good luck.
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Jennifer Rajendran

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Thanks Deborah.  I tried that about 50 times.  I only have 12 payment summaries for 2017/2018 and 6 payslips for this week.  I will try that again when I have the time to spare.  Can't believe you did that 3000 times!!!  Why is reckon not solving this problem?
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Deborah Soelaiman

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Took me hours to do it :(  Reckon could not fix it, so I had no choice :(  This year it went smooth. I tried to send few payment summaries to see everything looks good, then sending all 700+ payment summaries in one go without any issue.
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Heather

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That worked for me in the end - only have 187 employees - however had to do it over 800 times - as if you have tried to email more than once it includes all of those and any glitches.  It will work but you have to keep on going.  Good Luck!