How do I delete my accounts? Originally set up with wrong email address, tried setting up again with correct email address and now i can't

  • 1
  • Question
  • Updated 3 weeks ago
How do I delete my account on the single touch payroll app? It was originally set up with an incorrect email address, so I tried setting up another account with the correct email address and now i can't seem to do anything? I can't change the email address or register with the correct email address as it won't accept the business name because it's already being used. I just want to delete everything and start again!!
Photo of Mal Wright

Mal Wright

  • 144 Points 100 badge 2x thumb

Posted 2 months ago

  • 1
Photo of estela

estela

  • 132 Points 100 badge 2x thumb
Youll need to waste 2 hours of your life waiting on the line to get through to technical support and only they can delete it for you
Photo of Mal Wright

Mal Wright

  • 144 Points 100 badge 2x thumb
I phoned Reckon support and they told me they don't do support for the app and to post on Community?? They told me they can't delete it.
Photo of estela

estela

  • 132 Points 100 badge 2x thumb
Well that's what I did and they helped - even though it took hours waiting and then weeks waiting for them to do it.
Photo of Mal Wright

Mal Wright

  • 144 Points 100 badge 2x thumb
Estela, are you able to tell me what phone number you contacted them on and what options you used, if possible? The number I called didn't have any options for technical support for the STP App.
Photo of Rav

Rav, Community Manager

  • 83,826 Points 50k badge 2x thumb
Hi Mal,
Can you advise the ABN you have registered to the app and also confirm if the CORRECT email address that you have registered to the app is the same email address for your Reckon Community account?
Photo of Cathy Waldon

Cathy Waldon

  • 82 Points 75 badge 2x thumb
I also registered with a mispelt email address. I have since changed it but cannot log into the app. Can you please help me Rav? I have tried both phone and email support for many weeks without a solution. Are you able to please delete my account so that I can start over? ABN is 63068362498
Photo of Mal Wright

Mal Wright

  • 144 Points 100 badge 2x thumb
The email address I used for Reckon Community is the correct email address.
I haven't been able to register using my ABN with the correct email address as I have already registered it with the wrong email address, therefore when I try to register using the correct email address, it won't let me.
Photo of Mal Wright

Mal Wright

  • 144 Points 100 badge 2x thumb
Thank you so much!!! Not sure why they couldn't just help me with this over the phone. I've registered again, now just have to figure out what I'm doing 
Photo of Darryn

Darryn

  • 492 Points 250 badge 2x thumb
Have you been able to login to the app?
I had the exact same issue, but haven't been able to login since the e-mail address was fixed:
https://community.reckon.com/reckon/topics/how-do-i-reset-an-incorrect-stp-app-username-e-mail-addre...

Photo of Mal Wright

Mal Wright

  • 144 Points 100 badge 2x thumb
Yes, I have been able to log in.
Photo of Rachel

Rachel

  • 102 Points 100 badge 2x thumb
Having the same trouble.. attempted to correct email address now cant login.. can you please advise how we can delete/reset so we can start again?
Photo of Mal Wright

Mal Wright

  • 144 Points 100 badge 2x thumb
I didn't do it - Rav (the guy who has been commenting above) helped me out and reset it all for me.
Photo of Cathy Waldon

Cathy Waldon

  • 82 Points 75 badge 2x thumb
I also registered  with a mispelt email address. I have since changed it but cannot log into the app. Can you please help me Rav? I have tried both phone and email support for many weeks without a solution. Are you able to please delete my account so that I can start over? ABN is 63068362498
Photo of Rav

Rav, Community Manager

  • 78,840 Points 50k badge 2x thumb
Hi Cathy,
I've deleted the ABN registered to the app. If you're still logged in at all, please logout of the app and close it in full ie. swipe it away from your running apps.
Give it a couple of minutes and then sign back in with your existing app account and the app will take you through setting up your ABN again.
Photo of Cathy Waldon

Cathy Waldon

  • 82 Points 75 badge 2x thumb
Thanks a bunch :)
Photo of Rachel

Rachel

  • 102 Points 100 badge 2x thumb
Hi Rav, can you also please delete ABN 53607544813 so we can start again? it was setup with incorrect email address and when they have updated this it wont let them back in again.  Is there a support line for the Reckon App?
Photo of Rav

Rav, Community Manager

  • 78,840 Points 50k badge 2x thumb
Hi Rachel,
I've gone ahead and deleted that ABN registration for you.
Its available to register again on the app under the correct account.
Photo of Rachel

Rachel

  • 102 Points 100 badge 2x thumb
Thanks so much Rav!
Photo of vicki

vicki

  • 120 Points 100 badge 2x thumb
How can we contact Rav? I can not remember both my login and my password. i think I have also stated with the incorrect email address


(Edited)
Photo of Rav

Rav, Community Manager

  • 81,934 Points 50k badge 2x thumb
Hi Vicki,
I've had a look at your ABN registration and the email addresses. The ABN is registered successfully and while neither of those email addresses were used, it looks you may have used another (different) one of your business email addresses.

Regardless, I've deleted the ABN registration now and you can register it on the app again under your correct account.
Photo of vicki

vicki

  • 120 Points 100 badge 2x thumb
Thanks Rav
when i log on to the reckon portal I am still not able to sign in to even get started. Am i correct in thinking that I am registering from the beginning, with my name, email, phone and password. When i do this I am told that the user name is already taken. I am back at square one again Rav
Photo of vicki

vicki

  • 120 Points 100 badge 2x thumb
Rav
do you have any suggestions as to why I still can not log on?
Photo of Rav

Rav, Community Manager

  • 81,934 Points 50k badge 2x thumb
You need to login to the app using the email address you already created which is vicki@schoosstudio.com.au and the relevant password.

The app will ask you to setup your ABN after logging in.
Photo of Rav

Rav, Community Manager

  • 81,934 Points 50k badge 2x thumb
You need to login to the app using the email address you already created which is vicki@schoosstudio.com.au and the relevant password.

The app will ask you to setup your ABN after logging in.
Photo of Darryn

Darryn

  • 512 Points 500 badge 2x thumb
Rav monitors comments and posts here, but will probably respond faster to a new post outlining your problem.  If you can login to post here, that combination should work on the app.  Are you getting an error screen like mine - https://community.reckon.com/reckon/topics/how-do-i-reset-an-incorrect-stp-app-username-e-mail-addre... ?