Hosted Issue - 6th November 2014

  • 3
  • Announcement
  • Updated 5 years ago
  • (Edited)
Archived and Closed

This conversation is no longer open for comments or replies and is no longer visible to community members.

We are aware some customers are currently experiencing difficulties logging in.

Our team is currently looking at the resolving this.

Thank you for your patience and understanding.



UPDATE: Hi All, as at 11:48am our Technical Team have advised that Hosted at a systematic level is functioning normally. Login times may initially be impacted, but will improve in due course as login demand decreases. If you are having further issues, please let me know as we will be looking into things on case by case basis.

^Mirko
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Mirko, Alum

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Posted 5 years ago

  • 3
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Janet Bellinger

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Got In!
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Joanna Morris

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Half your luck!!! Still no joy here.
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David Bennett

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Am now finally online, 
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Norman Partington

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Our staff are getting annoyed, it is payday
Satisfaction levels are low!
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Dallas Russell

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Haven't done manual pays for a while.  So glad we don't have 100 staff........
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Jerry b

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Yea i was in for a bit, but wont let me back in now!!
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Mirko, Alum

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As at 9:55AM AEDST - our tech team are still working on this matter. We have all hands on deck and look to have this resolved ASAP. We will have regular updates for you. ^Mirko
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Kim St George

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MIRKO...CAN U READ? W E  W A N T  A N  E T A!!! I dont care how often you update us we want a bloody eta!!
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Kim St George

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If you have no idea just say so. ASAP? What does that even mean, ASAP could mean next christmas! This is not good enough!!
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Jo Delaney

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That's it I'm done with Reckon, changing providers !!!!

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VISHAL RAVAL

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Guys...It just worked for me....Try your luck!!
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Mark M D Sons

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im in now - I will be switching to another program though as this shift to online has been a terrible experience !! your IT department should hang their heads in shame
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Kim St George

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So multiple people can now get in but still no update>? Mirko this is terrible!
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Judy

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Not Happy, still not able to log in - first the black screen of death and then the white screen! Please do not do upgrades at the beginning of the month!



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Mirko, Alum

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Hi Judy, no upgrades have been performed on Hosted in the last few weeks. ^Mirko
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June Dwyer

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I have to agree with everyone, the switch to Accounts Hosted has been very frustrating.  Once again I cannot log in - even though I was logged in this morning.  Why can you not send out universal email once it is up & running so I don't have to sit at my desk & keep trying.
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Kim J

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Are you kidding Mirko!  Reckon still isn't working from the initial upgrade.
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Jo Delaney

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not working for me

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Mirko, Alum

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10:15 AM - Our team is still working on the matter. Further updates shortly.
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Bianca

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I'm still unable to get in - My REGULAR black screen... Mirko what happened to our ETA??? How are some people able to get in but not all??? A response would be GREATLY appreciated.  I've also been looking at other accounting systems in this down time as i have NOTHING to do, switching to online was the worst decision i ever made
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Bianca

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I am finally in... Still not happy I've lost 3 hours of my time - Expect a bill for my time.
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Leanne Mobbs

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Don't bother submitting a bill, they won't pay it anyway. We sent them an invoice for lost time etc when they did the first update & we were unable to access for over 3 days, and it's still not paid, no response, no apology, nothing!! Reckon don't give a damn about their customers!!
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Al Kelly

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This is absolute incompetence and the perpetrator should be summarily dismissed. I got in at 6.30am (Brisbane time) and am now heading home, as I have run out of work to do that does not require access to Reckon. I am incredulous that this has happened after all the hue and cry that followed the switch from Citrix. It is shameful.

Regards,

Al
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Sam Barkla

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Thank you for the update. I understand (unlike most people posting comments) that these things happen. Everyone is busy. That's just life. If you want to be on a hosted program then you should understand the pros and cons.
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Jeff Langtip

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What pro's and cons? Internet issues yes.... accepted but not issues from Reckon. That should not be happening. Who pays the wages of the persons sat around waiting to log in... these failures throw our business way behind. 
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Kerrie H

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Time is very precious these days and lost time is wages that cannot be recovered by businesses.  The worst problem with Reckon is that they do not keep you updated, it has taken a minimum of 3 hours to put a message on the initial login screen, very poor service!
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Gemma Jupp

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If this were the only issue Sam then yes I would be more understanding that "these things happen". However the program is unstable and clunky and I have one problem or another every day! The customer service at Reckon is horrendous - but I do feel a bit sorry for poor Mirko just the same. Shooting the messenger much. Meanwhile twiddling my thumbs because I STILL can't login
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Peter Neale

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Finally got in @ 10:04 AM (AEDST).  Woopee!!
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Gemma Jupp

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Still trying sigh
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David Bennett

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I agree with Sam, I know it is frustrating.  My biggest issue is that it is becoming very obvious that the program is being used almost 24 hours a day but the responsiveness when there is an issue seems only to happen in Australian working hours.  Reckon needs to have support 24 hours a day.
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Jeff Langtip

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I was at my desk (sad, yes) at 4am. as I tried to catchup... The REKON support starts at 8am? What sort of support is that ?

We have people now with nothing to do that can not log in AGAIN.
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Krischan

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10 am and I'm in in SA. Very unhappy about the down time and the higher yearly fee - that's not the fee I originally signed up for, and on top there is a lot of down time. Not just that, but RECKON's users are telling you on this forum what isn't working for them, and there seems to be no recognition for thew user's issues... ie speed up printing process. Ok this is different issue, but all tied together to create unhappy users, users using downtime to research alternative accounting software. Please listen to your users, we are not here for the sake of complaining, but because it affects our business!
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Jeff Langtip

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No happy AGAIN. What does our business do while this is down AGAIN ? We will search for an alternative. I believe we should be receiving credits or refunds for these regular failures.
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Lisa Grant

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I agree. This downtime causes major losses in productivity and profitability and yet we are offered nothing in the way of compensation from Reckon!!!
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Leanne Mobbs

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I'm another one who came in early today to use Reckon Online. These constant crashes & inability to access is NOT a sign of a great product, nor of a company that gives a damn about it's clients. I'm starting to think that a class action or action through Fair Trading may get your attention because you obviously don't care enough to do the right thing by your clients!! Hurry up & fix it so we can ALL access our accounts & then leave it the hell alone once it's up & working properly!! Either that, or employ some IT specialists who have at least half of an idea what they are doing when they do updates etc.....PLEASE!!
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Mirko, Alum

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As at 10:40am our tech team is still working on this matter. Number of users has been steadily climbing over the past half hour. Login times may be impacted as large numbers of users attempt to log in. ^Mirko
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Jim Lindrea

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So we can log in now!  Great work!!

What about all of the other issues we all face day to day that slow everything down I have them in a post below, but I have included them here

Extended loading times to open the program (even when you are not confessing to issues)

Cant put in password at the start up screen-keyboard will not work, I have to close and go through the whole process again

Tab going Backwards

Freezing 5-10 times a day

Cant change or edit the text in fields ( I have to retype the entire field if there is 1 spelling mistake)

Plus many more.  This update you did a few months ago, I have been told a number of times it is to make the software more reliable....How can you keep saying this?

Why cant we go back to the way it was?


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Lisa Grant

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My business has completely ground to a halt yet again thanks to downtime with Reckon hosted! Who will compensate me for major loss in productivity? I have staff unable to fulfill their duties, customers waiting on invoices and information, suppliers waiting on purchase orders.... Not good! If this was a rare happening...OK but this is all to frequent and although I have been using QB for 15 years,  I think it may be time to look at something more reliable???
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Scott Hannaford

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What a joke, I can't process our wages but my employees will fail to see the humour.  Is this the level of reliability that I am paying for?  Not a happy customer, and fast running out of reasons why I should stay with the product.
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Jim Lindrea

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What are we expected to do??  I have spent countless hours in front of this ridiculous program.  So many bugs, so many issues, where to begin.  I had to pay for a renewal yesterday! then today with customers waiting with their credit cards to pay me I have to say " Sorry I cant write you an invoice today, would you mind coming back!!!!!  I am going to loose it! 


Dose anyone else have these issues?

Extended loading times to open the program (even when they are not confessing to issues)

Cant put in password at the start up screen-keyboard will not work, I have to close and go through the whole process again

Tab going Backwards

Freezing 5-10 times a day

Cant change or edit the text in fields ( I have to retype the entire field if there is 1 spelling mistake)

The print process is too long, I have to click print about 7 or 8 times before there is a hard copy

I have so many more, just no time to even think about them.  I rang up technical support and was speaking to Dean.  He was the most unhelpful, rude and arrogant customer service person I have dealt with.  I simply asked if any of the above issues are being dealt with, I read out a list of issues I am having, he responded with "one at a time please".  I replied  I just want to leave it with you because I don't have much time to talk, he said "we cant address any of the issues if you can't stay on the line.  I had been on hold for over 35 min at that stage.  I said "can you please get back to me...email or phone call"  he replied "No , you need to be on the line"  I said "and how long is that going to take?"  He said  "The real issue is you don't have the time spend on fixing it"  I replied with "I have a job and I do it well. I don't have time to do yours as well"  Dean said "what do you mean by that"  and the conversation from there did not get any better, I didn't have 1 of my issues even looked at and I am in the same position, I had to pay the renewal or I couldn't log on at all

I feel these issues are getting worse.  I would like some indication on what is being done.  I am about to go consumer affairs because of their lack of service.  Do I have any other option?



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Kim J

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Yes Jim, I feel your pain!   I too am having all those issues, and some.  Reckon customer service are exactly as you described.  I am currently looking for a replacement package.  Just not good enough, I don't have the time for work arounds.
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Michelle Mills

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Having all the same issues.  Also no longer get sent the CD for a local copy of the program that I use on a single laptop for our own personal accounts .... would have had to be paying for the new introduced more expensive user fee (not that we were told this) despite being a loyal customer for over 10 years.  Our next renewal will not have any option other than the higher cost and we have 10-11 users each year ...

There are issues with processing import GST, the old method causing an accounting disaster and the method advised by Reckon is ridiculous unbelievably unworkable that it is like having the Mad Hatter doing your accounts!  I sent them the MYOB method that works and allows to have the correct GST calculating ... Reckon can not fathom why a business would use a landed costing for it's products, actually they did not understand that there were different costing methods nor that the entering of import GST is not the same as the 10% GST on local purchases and sales ....Surely if you offer an Accounting Program to Businesses you would have a consulting Accountant to check the methodology of the program!!!  Reckon want to leave business liable for big tax troubles.

Staff are so rude, would be nice to get an Australian that could understand what you are asking.  It would be nice to get a response to queries.

Not all of your customers Reckon call for ID 10 T queries ...

The unstable platform is your issue and should have been resolved before going live with your customers data.

I have looked at QuickBooks but this is only suitable for smaller businesses .... I will be getting recommendations from our accountant and other business associates to change as Reckon have no desire to keep their loyal customers.

Boooooooooooooo to Reckon !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!


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Craig bancroft

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I agree - The number of times this system has "an issue" is incredible - As a one person business - I have to do my admin when I get a window I cannot afford to wait around while the system gets fixed "again" -  I was going to wait until the end of my subscription, but I am now thinking the cost of downtime is not worth the saving - I will be seriously considering another provider 
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Gary E

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Please update us Reckon. When will we be able to use the service we pay for?

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