Can't email payslips

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  • Updated 4 years ago
two weeks ago I could email payslips just fine. Last week my Reckon Accounts Hosted froze completely.  When I restarted it I have lost my ability to email payslips. I can select the payslips to email but when it opens the window to select forms to send they would normally be there to select but now there is nothing there...HELP! So frustrating.
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Amelia Reavey

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Posted 4 years ago

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John Graetz

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Hi Amelia

There was a similar problem to this in this forum over the past couple of days, but in that instance the issue related to Payment Summaries.  The issues however are the same and there is a fix available.  Please refer to the following link which Reckon provided to that user:
http://kb.reckon.com.au/issue_view.asp?ID=4700
John
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Lyn

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Thank you John,
I realized that the past two week's payslips had not been emailed through this window.  I then deleted them and I'm sure they won't pop up again.  I am the company bookkeeper and invoice the company for my hours.
I am not a staff member and as such I do not get a payslip from the company.
I did remove one of the staff's email addresses in their file and put mine in place.  I sent that payslip to myself and then reinstated the original email address.
And... on opening the emailed payslip it was all good.  No negative numbers (accept the ones that are suppose to be there (PAYG Tax).
It now seems my problems are solved.
Thank you for your tips John.

The Reckon Tech support person I spoke with yesterday did not know of this problem.  I told him that the community has a lot of people talking about it.  I was put on hold while he spoke to someone else there to find out what to do.  That is when he came back onto the phone and asked if I could log out of my file and could he log in and have a look at it.  He got back to me a half our later and he had fixed it. (by opening and sending over and over until it worked)

I do hope that this gets put into their log for atterntion.

Kind regards,
Lyn
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John Graetz

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Hi Lyn.  Glad that fixed that issue for you.  I have just done a pay run myself and noted that in the "Select Forms to Send" window, everyone of them shows as a negative.  I can't say that it make any difference though, as you and I have both found out by actually sending them.  Perhaps I have noticed them show as negative in the past and just ignored it but I cannot remember seeing them show up this way.  As it turns out, it doesn't matter as they still go through correctly.  I also had two from a previous pay appear, so I hit the "remove" button (not the delete one) and that got rid of them.  You might notice that when you go to the "Select Forms to Send" window, the one that you sent off as a test, will not show up where it was previously on the list, but it will now be at the bottom of the list, so don't panic thinking that it cannot be sent anymore.  I just discovered this myself.  John G
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ARC BookKeeping, Accredited Partner

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Hi John & Lyn,

After reading your posts I thought I would have a quick look on the desktop version... (all be it Premier) and guess what.... yep, that second window has negatives... I had never noticed that.

RECKON Writers... whats up with the program writing that it shows as a negative and even why do we need to go through both email windows??

Angie Carlyle
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John Graetz

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I couldn't agree with you more Angie.  Probably the reason for the double windows has to do with everything else which involves printing.  With the desktop version, to print something requires two clicks, but with progress under Hosted we now have to click five times plus waiting time (for view to be completed) to end up with the same result.  The stupidity of the payroll printing and email processing is that if you select say one payee in the first window, by the time you get to the "Select Forms to Send" window, the request has been over-ridden and we are back with every pay slip having been selected.  Once again, more time being wasted because of progress.  Under the Citrix platform we did not have these problems.  I suspect that the people who program these things never have to use the system they design.  Put them into the field for a couple of weeks and they might have a totally different perspective.  John G
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Denise Herbst

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Unfortunately this did not work for me and I resorted to printing and sending out..Very frustrating.
Same issue that has only happened for the first time this week - after the new upgrade.
Sent out all Payment Summaries at the start of this week and it did freeze up halfway through the emailing process. And now processing pay and the payslips to email will not appear
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Denise Herbst

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I have the same problem.  Tried to email the payment summaries. Reckon froze and unable to send anything email related to employees.
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John Graetz

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There is a major issue here, but one which does not affect everyone.  On the other hand, so many people are complaining about this problem that it needs to be addressed at the Reckon level.  What is Reckon doing about this?  Why are they silent on this issue?  Are they doing anything or can't they give a stuff about the massive inconvenience being caused to their customers?  Come on Reckon - tell us what is going wrong and what you are doing about it, instead of keeping silent.  Your attitude is just not good enough.

Are you reading any of this Mirko???  John G.
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Mirko, Alum

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Apologies for the delayed response John. I've been slightly MIA for some of the threads over the past week dealing with some of the issues that arrose with the share price download. I will raise your comments with our technicians and Development team to review. ^Mirko
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John G, Information Support Analyst

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Hi Delene,

Welcome to the Reckon Community.

If your problem is in relation to payslips, then please see the KB Send Forms list is blank.  You may have a corrupt payslip in the list that is preventing you seeing subsequent payslips.

If it is about Payment Summaries only then please look at the KB: Payment Summaries to be emailed disappear from the Send Forms list .  You may have prepared them in a different Hosted session.

Hope this helps.

regards,
John
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John Graetz

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Thank you Mirko - I wondered what had happened to you!!.  John G
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Rebecca Flood

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I, too, am having this problem.  Called Tech Support a little over a week ago.  They sent me the above link.  I have tried opening and closing the Send Forms window MANY times over a number of days and still nothing.  This is not good enough.  It seems a little ridiculous that this is the only way to fix the problem.  We are trying to run a business.  Who has time to sit clicking buttons for hours just to send off payment summaries and pay slips!


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Lyn

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I completely agree. What annoys me is that so many people are having this problem and not one word of recognition from Reckon. You would think that they could at least send out an email with some kind of acknowledgement. Even if it is to say they are aware of it and working on a solution. But absolute silence is just poor form.
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Kellie Riek

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Any news from anybody? Having the same issue now....