We recommend that you first go through a troubleshooting session with the Hosted Technical Support team before you submit a data file for analysis.
Once you have been advised by the Technical Support Team to submit a data service request you can do so by clicking the link below.
In your service request you will need to:
- describe the problem as accurately as you can
- provide the sequence of steps you are performing that results in the error
- provide specific examples of any records that are affected where possible
- provide the complete exact text of error messages that may arise
Send us the Reckon Accounts company data file (QBW) for analysis.
Your Reckon Accounts Hosted data file set would be comprised of multiple files with the same name with different file extensions.
Example file names:
My Company File.QBW
– this is the main data file component which you need to send us
–the main data file component may also appear as "My Company File" without the QBW file extension
My Company File.QBW.TLG – these are supplementary files you do not need to send
My Company File.QBW.ND – these are supplementary files you do not need to send
My Company File.QBB – this is a backup file
My Company File.QBM – this is a portable file
The company file will typically have a red icon alongside the file name.
You will need to download a copy of your specific company data file from the Hosted platform to your local computer.
This ensures that all users are logged off from the company data file.
It gives you a secondary copy of the data file separate from the file on the Hosted platform.
Once you have found the correct data file that you want to send us, follow the steps below.
We recommend that you provide a copy of a good older backup if once is available.
Data Recovery Team
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