cant log in

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  • Question
  • Updated 2 months ago
I registered last week as a new Reckon STP phone app user. Trying to log in just now - I am trapped in a loop putting in my ABN, getting told I am registered and to log in, and when I try to log in again it goes down the same path. HELP please? 
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Jacqui Wilkins

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  • confused

Posted 2 months ago

  • 2
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Rav, Community Manager

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Hi Jacqui,
This us usually due to you signing in with different login details to when the account & ABN was first registered in the app. The most common cause we've come across is just a simple typo in the email address when the account was first created.

Can you let me know the ABN you registered into the app last week and I'll take a look.
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Jacqui Wilkins

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Hi Rav, thank you, the ABN is 13 136713249. Jacqui
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Rav, Community Manager

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Thanks Jacqui,
I've taken a look at your registration and I can see that your account is under the same email address that your Reckon Community is under. That's a good thing in terms of no errors with your account creation.
The next thing is, can I get you to uninstall the app in full from your phone and then reinstall it. Once that is done, login one more time and confirm whether the same thing occurs for you. It shouldn't, but let me know either way.
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Jacqui Wilkins

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thanks Rav - still trying - getting stuck at 68% download...
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Minah Kim

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Hi Rav,

Something has happened to me so I've uninstalled and reinstalled it.
I am able to log in as usual now however all the payroll history has gone.
Could you please help me.
My software ID is 9587210518
Thank you,
Minah 
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Jacqui Wilkins

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Hi Rav

i can't even get it to load now - might have to abandon and find another solution, and call the ATO again with a new softward number!
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Jacqui Wilkins

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Hi Rav - whaever the problem was, it seems that (overnight) the issue with re-loading the app resolved and I was aso able to login easily. staying with it for now.