Email - Inconsistent when emailing Remittance or Payslips

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  • Problem
  • Updated 3 years ago
  • Acknowledged
Under the new Hosted, I find that email of Remittance Advice and also the Pay Slips is a bit inconsistent.

Several employees are telling me that their payslips did not arrive by email yet they have valid email address.

Several Suppliers advise they have not received their remittance advice by email.

These emails always worked perfectly before Hosted upgrade.

To resolve I simply resend and somehow they all then go. Does Reckon know about this "BUG"?

Bit annoying for all concerned as who needs to receive their remittance advice twice?
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Robin

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Posted 5 years ago

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Gary Price

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All the emailing issues with Reckon would be solved if they would A): allow us access to our email logs so we can check on progress or B) allow the program to use our own email client.

I have too many people who don't receive their emailed invoices for it not to be a system fault.
After 2 years we still have a problem where you do not receive a payslip intermittently. Good idea to BCC to yourself so you cam pass onto employees. As far as I know Reckon will in the near future integrate Microsoft Outlook. 
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Sally McIntosh, Accredited Consultant, Accredited Partner

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Hi Robin & Gary,

Do you have set up in your preferences for your email to be included as a bcc?

That way you will get a copy of these emails so you know if they have been sent or not.

I do this myself and then when someone says they never received it I can reforward it to them which includes the time & date they were originally sent too!

Kind regards,

Sally McIntosh (sally@samsolutions.com.au)

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Gary Price

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Thanks Sally,  Yep I have everything BCC'd to me, so I know that at least an attempt to send it has occurred.  What I don't know is if the original recipient has received it.
In the case of invoices I sometimes need to send a reminder.  The client says: nup! never received it.  I can go back and tell them that it was sent at 5.52pm on Friday 4th August...can you please check?  NUP!, have checked all my email folders including spam and it is not there!
So I conclude that they are either telling porkies or they haven't received it.

I guess I must have a lot of clients who tell porkies...or they didn't actually receive it, or it was blocked at their end, or they supplied an incorrect email address.

How am I supposed to tell? :)
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Robin

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Thanks Sally, For the Pay Slips yes I do have BCC to myself. However, there are far too many suppliers for me to keep track of (apart from filling up my email inbox).

Ideally I would like to have confidence in the software that I am using so that my job is easier, not harder. I really don't need an increased workload.

My question still is, 'do Reckon know about the email inconsistency'? And how will they resolve it?
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John G, Information Support Analyst

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Hi Robin, Gary,

Nice to hear from you and sorry to hear of these problems.  There are a couple of avenues to explore.

Firstly, you might have a corrupt payslip email that is preventing others from emailing correctly.  It might even hold up other form types.

Have a look at this KB:  Send Forms list is blank and there are no Payment Summaries to email.
It deals with another issue, but you should follow through its steps to ensure that there are no corrupt emails in your Send Forms list.  

Secondly, inconsistent sending of emails have been reported by some users in the original Hosted, so it is not a 'New Hosted' issue.  It is more likely that you are experiencing it to a problematic level for the first time.  We have not been able to reproduce this issue so we cannot offer any insight to the problem.  Users have found reducing the batch size of the emailing job helpful.
  
So try sending your emails in a number of smaller batches and see if you get a better response.  You can later increase the batch size until an optimal level is reached.  

Hope this helps.

regards,
John
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Sally McIntosh, Accredited Consultant, Accredited Partner

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I know I have had delays between hitting send and receiving them myself (I bcc too).
I actually have a folder in my email where I put them to get out of my inbox.
I know Norton antivirus has always had an intermittent issue with accepting attachments.
They may also need to add Reckon's email address to their list of approved recipients.
Kind regards,
Sally McIntosh ( sally@samsolutions.com.au)
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Gary Price

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For whatever reason the problem persists of intermittent non arrival of Invoices sent to clients.  In my case the vast majority of issues occur with Government Departments and agencies - my largest customer base.  I can only guess the "rahosted" header is the cause.  I bcc everything I send to my email account and they all arrive.  However I have no way tracing anything sent to anyone else via the rahosted email.  No logs available!

So I am looking at whatever alternatives / workarounds I can.
It is of course possible to send them to my account then forward them on to the client, but that is just as time wasting as the disabling of copy /paste functionality.

I would be interested to hear what inventive solutions other might have that allow me send via my default email app
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Kim J

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Hi All,
I agree, I would like to rely on the software we purchased.  I save everything as a pdf, then send from my email.  I did have a lot of clients saying it went to their junk box. Very unreliable.
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Gary Price

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I would love to know why the developers can't implement the option to email directly from your default email application.
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Property Mogul

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Simple really, email filters look for 2 things, the domain of the email address and the actual domain of the location email is being sent from. Integrating the software to alternate emails would result in high volume false positives. The system does allow for sending from personal email address, but it is not perfect. The ability to export pdf allows you to attach to any email client. As mentioned not pretty but it works.

Further reading:
They're meaty (especially the second one) but well worth the read, if you want to understand Emailing-Spam.

.:PM:.
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Robin

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Hi, My fortnightly Pay Slips have again randomly been emaild to some staff and not others. I have double checked that their email is correct, (as if they would have magically changed over the last few months), and they are all correct.

To resolve, I resend all emails and somehow the 2nd time they all go through.

What on earth is wrong with the email system?
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Robin

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Here I am two weeks later and out of 36 Pay slips another 14 random pay slips have not emailed. Goodness knows how many supplier remittance advices are not going out.
Can Reckon please fix immediately as I am losing credibility.
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Robin

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Dear Community / Reckon support - It has now been two months since the email problem showed up and it is still not fixed.
Once again out of 36 payslips only 12 of them were actually sent last night. Just as well that I cc them all to myself so that I can see what did not go properly.

I had to go in and resend 24 of them this morning. No doubt I am going to get another ear bashing from the staff this morning.

Can reckon please address this problem urgently.
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Gary Price

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Hi Robyn,  This is not exactly a solution to your issues, particularly since you obviously need to do batch emails, but...I have overcome my email concerns by adopting another way of sending them. Instead of clicking on the email button I click on print instead.  The invoice opens as normal as a PDF.  In my PDF reader (Foxit) I have the option to email the PDF. I click on email and it attaches to my default email client and I email direct from there.  I find it much more reliable that using the Reckon email, and if anything is amiss it bounces back to my email and not Reckons.
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Robin

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Thanks Gary,
I just want the software to work like it used to. I need a relaible Accounting package to do what is advertised.

MYOB looking more attractive every day.
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Robin

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Here is my response to Reckon:

Hello Shisir,

The solution you gave to check each of the 36 pay slips one at a time or the over 100 remittance advices one at a time is unacceptable. My business cannot operate that way.

In addition, Reckon needs to acknowledge that a large number of people are having this problem since Hosted changed. The Community web site has many people including myself complaining that emails are not working correctly and this has been the case for at least two months now.

Please have a senior Fault Technician ring me to advise what Reckon is doing to resolve this known issue. Or may I speak to the Managing Director of Reckon.

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Mirko, Alum

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Hi Gary & Robin, our IT & Development teams have identified the issue and are working on a resolution. I hope to report back more, once I obtain further information.
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Gary

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And--- 4 months later have we received the fix ? Maybe another web based system maybe the answer ?
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Robin

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Mirko and any other Reckon representative. Can we please have the Emailing of Remittance & Pay advices resolved URGENTLY. These failings are causing me great distress and I think that more than 8 months is enough to have them atter resolved.

can i please have a senior Reckon representative call me personally to assure me what steps reckon is taking to resolve this matter.
Thanks.
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Robin

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Dear All,
I am still waiting for the phone call. My number is 04769 10058
Please call to advise when this major problem will be fixed.
Robin
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Vanessa

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Like Robin and I am sure many others, I have been sending payslips and they are not all getting through to the recipients. I have them bcc'd to my address but interestingly, they may come to me but not always to the person who should be receiving them. These are random emails and not one person in particular so there is no fault with the email address or it going into junk or trash! This has been happening for months now and it needs to be fixed please!
Another thing is that when I go into email the payslips, many more than I want to send out for the current fortnights dates appear.This could be as many as 120 and I only need to send about 30. I have to uncheck all of them and then individually recheck all the ones I need to send. Very annoying and time wasting. Why do ones I have previously sent still show up on the list when the dates are set??
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Sally McIntosh, Accredited Consultant, Accredited Partner

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Hi Vanessa,
I'm not sure when the emailing issue will be fixed but in relation to seeing previously emailed payslips, the email payslip area is not like the tick box of to be emailed on invoices, quotes, etc. The reason is simply that you can always go back and email old payslips to employees as required. Although it is frustrating having to tick or untick employees for this emailing scenario, it is actually a good feature to be able to easily re-email old payslips.
Kind regards,
Sally McIntosh (Sally@samsolutions.com.au)
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Vanessa

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Hi Sally,

Thanks for this. Unfortunately the need to uncheck and recheck the ones you want to send has only started in the last 4 months or so. I've been doing pays for two years and previously my employer did them with no need to do this.

We only have to do about 35-40 each time but I am sure other businesses might need to do more.

If the need arises to send just one payslip from a previous date there is already the  ability to do this another way so there must be another glitch in the system that is not removing previously sent payslips.

It is frustrating and very annoying and also a waste of time to ensure that the correct ones are checked for the correct date.

Could you please look into this issue further.

Vanessa

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Vk

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Hi
I have recently subscribed to reckon one and have got the payslips email issue from day one. Some employees are getting their payslips via email and some not. I have checked and rechecked thier email id but not issue with that. I have processed pay 4 times now and the same issue every time. Not sure if the email issue has been resolved? but if someone has got a fix please let me know as it is painful to send payslips individually to each employee.

VK
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John G, Information Support Analyst

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Switch to appropriate category

Please reference the new conversation here: Some employees not getting their emailed payslips

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