Is anybody having trouble logging from the Customer Portal to an account book?

  • 1
  • Question
  • Updated 10 months ago
Photo of Wallina

Wallina

  • 170 Points 100 badge 2x thumb
  • annoyed!

Posted 10 months ago

  • 1
Photo of Rav

Rav, Community Manager

  • 74,646 Points 50k badge 2x thumb
Hi Wallina,
Are you receiving any error messages at all? If not, what's happening when you try?
Photo of Wallina

Wallina

  • 170 Points 100 badge 2x thumb
No, it comes up with a blank page saying the page cannot be reached and to check address but I am already logged into my portal page to start with.

Photo of Rav

Rav, Community Manager

  • 74,646 Points 50k badge 2x thumb
Which browser are you using?
Can you please clear your browser cache and cookies , close the browser and then retry.

Also, does the same problem occur if you try logging in on an alternate browser as a test?
Photo of Wallina

Wallina

  • 170 Points 100 badge 2x thumb
Thanks for that, I have cleared browser and still having the same trouble. I have also tried in another browser and having the same trouble....
Photo of Wallina

Wallina

  • 170 Points 100 badge 2x thumb
Oh I forgot to mention that I use Edge and also Internet Explorer as an alternate. I have been using it on Edge prior and have had no problems.
Photo of Krystal-Lee

Krystal-Lee

  • 60 Points
I am getting an application error the last 2 days when trying to log in. logged into portal ok but wont open book. 

message reads : The application has encountered an unknown error.It doesn't appear to have affected your data, but our technical staff have been automatically notified and will be looking into this with the utmost urgency.
Photo of Wallina

Wallina

  • 170 Points 100 badge 2x thumb
No well, I am just getting that the page can't be reached! So frustrating as I have only just changed to this online product and I can't use it!! Anyway hopefully I can get it sorted..
Photo of Rav

Rav, Community Manager

  • 74,646 Points 50k badge 2x thumb
Wallina,
Can I just confirm, is this occurring when you attempt to open the Reckon One book itself? ie. the OPEN button

Can you please press Ctrl+F5 to do a hard refresh of your browser before pressing the Open button and also when you receive the blank screen. 
Photo of Wallina

Wallina

  • 170 Points 100 badge 2x thumb
That is correct Rav, when I select OPEN on the book it sends me to a blank page. I have done the Ctrl+F5 and it still doesn't work. I have tried on other devices and it is doing the same thing.
Photo of Wallina

Wallina

  • 170 Points 100 badge 2x thumb
I have two books and it's happening to both.
Photo of Rav

Rav, Community Manager

  • 74,646 Points 50k badge 2x thumb
Thanks for trying all that, can I please get you to give our Reckon One support team a buzz so we can have a technician take a look into this further and establish what is causing this. 

1300 RKN ONE (1300 756 663)
Photo of Wallina

Wallina

  • 170 Points 100 badge 2x thumb
Thanks Rav.