can't sign in to STP mobile app

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  • Problem
  • Updated 1 month ago
I installed the Reckon mobile STP app a few days back and set up the account with all the details required. Also advised the ATO of the software ID. However every time I go back and try and sign in I have no luck - always get 'incorrect email/password' message. Password is definitely correct. I don't have any other Reckon account so the 'forgot password' link is no use.

Details are:

Email: peter@souvenirsaustralia.com
Software ID: 3678519290
ABN: 22109351484

Please help.

Thanks
Peter
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Peter Byron

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Posted 1 month ago

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Rav, Community Manager

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Thanks for the details Peter, I've had a look and  can see what's happened here.
When you first registered for the app it looks like you've used a different/incomplete email address to the one you've listed above. This is why its not allowing you to login now with the 'correct' email address.

I've deleted this erroneous account now along with the ABN registration to it. What you need to do now is sign up for a new app account and use your correct email address. The app will take you through the setup again. 
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Peter Byron

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Thanks Rav. I have done that now and it seems to be OK except for one thing. It wouldn't save my name in the contact name fields under Company details. I tried a couple of times.

Also I assume I will need to call the ATO again to give them the new software ID number as it is different. Is that correct?
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Rav, Community Manager

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Hi Peter,
After attempting to update the details and hitting save, does it revert to TBC in those fields?

Yes you'll have a new Software ID with this registration which will need to be registered with the ATO.
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Peter Byron

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Yes, that's right. I entered my name and hit save 2 or 3 times and it kept reverting to TBC.
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Rav, Community Manager

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Hi Peter,
I've reported this to our app devs but in the meantime could you try doing the following;
Add in your name in the fields and save it > Logout of the app > Log back in and go into Company > You may notice it says TBC again. Edit it one more time to your name in both fields and then Save.

Doing the above, hopefully should add in your name correctly.
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Peter Byron

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Hi Rav,

I just logged back in to do that and discovered that my name was already saved in there so all good now.

Regards
Peter