Emailing payslips to work email addresses via Reckon Hosted

Connie Halva
Connie Halva Member Posts: 7
edited August 2019 in Accounts Hosted
I am using the Reckon Hosted and have been finding that emailing payslips to employees using their work email address that they are not sending, however employees who have their personal email address are receiving their payslips. Had our IT guy look into it who emailed Reckon about the issue who basically just told me to ago on the Community forum.  Does anyone know why this has been occurring and how I can fix this issue? Prior to February there were no issues at all and I am not sure what could have happened. Thank you :)    

Comments

  • Sara - Balancing Numbers
    Sara - Balancing Numbers Member Posts: 75 ✭✭
    edited August 2019
    Hi Connie, I think the first thing to establish is - are they not Sending?  or not Receiving?  The first thing you could try is to copy in a non-work email address to one of your problem payslips, to establish the answer to this (being careful about confidentiality of course).

    Once you've got the answer to that question, you'll be able to work out if the problem is at the receiving end (work filters etc), or the sending end (RA Hosted).
  • Connie Halva
    Connie Halva Member Posts: 7
    edited April 2016
    The payslips are not receiving. I tried emailing to my work email but did not receive the payslip. I then tried with my personal email and received the payslip immediately.  It is a receiving issue. I am just unsure as to how this happened and how I can rectify the issue.
  • Annette Harris_6467896
    Annette Harris_6467896 Member Posts: 18
    edited April 2016
    Hi, go in the preferences & put a cc address in your payslips of your admin email & see if they come to you. I have this set up for all my invoices & payroll then I have a copy to forward if it doesn't get delivered to the address
  • Shannon Sciuto
    Shannon Sciuto Member Posts: 98
    edited February 2018
    Hi Connie, 

    I have setup Reckon Hosted to CC me into all outgoing emails like payslips and invoices issued.   Maybe try sending an invoice to your work email and cc to a personal email?  If the personal email comes through and not the work one, I'd say it would have to do with your junk mail filters.  Try checking your server junk folder (if you haven't already - although I suspect that's where the IT guy would have gone first) and try adding accountshosted@reckon.com to your safe senders list.

    I hope this helps!!

    Shannon.  
  • Connie Halva
    Connie Halva Member Posts: 7
    edited April 2016
    Hi Annette. I have tried this and still nothing. For some reason Reckon is not registering the work email addresses and is not sending anything through. I don't know if this is an issue I need to get my IT guy to look into or if it is a Reckon issue.
  • Connie Halva
    Connie Halva Member Posts: 7
    edited April 2016
    Hi Shannon. The personal email came through but not the work email. There is nothing in the junk email folder - I have also gotten everyone to check this too. When I send customer invoices via email I receive a copy to my inbox so the accountshosted@reckon.com email seems to be working properly. 
  • Annette Harris_6467896
    Annette Harris_6467896 Member Posts: 18
    edited April 2016
    I would think it is your work email not excepting the payslips throwing them into spam - silly question you have checked spam? Can IT check to see if they are coming in online prior to the server ie if you have bigpond as your provider you can sign into the email address and check what is coming in to it
  • Connie Halva
    Connie Halva Member Posts: 7
    edited April 2016
    Hi Annette. I have checked my spam and have asked all the affected employees to check their spam too. There is nothing in spam. 
  • Annette Harris_6467896
    Annette Harris_6467896 Member Posts: 18
    edited April 2016
    if all else fails ring reckon IT
  • John G
    John G Reckon Staff Posts: 1,570 Reckon Staff
    edited February 2017
    Hi Connie,

    Welcome to the Reckon Community and sorry you are having this problem.

    My payslip is sent to me at my work email address by Reckon from Hosted and hasn't missed a beat, so the issue is not a system one.

    You should consider the problem is email blocking.  The blocking could be happening at a number of levels but as personal email addresses receive the email it is more likely to do with your company.  You'll need the help of your IT person again.  

    Is your company email server identifying the email from accountshosted@reckon.com as spam - as bulk email?

    Do your local PCs have security software that may be blocking accountshosted@reckon.com?

    There is one other possibility, a long-shot, that somehow your work email domain has been black-listed by the hosted email server.  Once you have checked out the other possibilities and it is still a problem then call technical support and report the issue, letting them know you have done all these investigations.  It will take a little time to check this out as it must be logged with another department.

    Hope you get a resolution very soon.


    regards,
    John


  • Connie Halva
    Connie Halva Member Posts: 7
    edited April 2016
    Hi John.

    Thank you for your response. I have sent an email to my IT guy to see if he can look into the email blocking or to see what the issue could be.

    Connie