Issues logging in - Incorrect Email or Password

Options
Oanh Nguyen
Oanh Nguyen Member Posts: 4 ✭
edited January 2020 in Reckon Accounts (Desktop)
Previously was able to login submit/do the payroll/tax. After connecting to Reckon GovConnect, I am unable to login on my iPhone and iPad. I'd like to revert to how it was before, undo the GovConnect.

I am running a business and need this fixed ASAP, please help! I have contacted technical support and they directed me here to post for any issues related to the iPhone and iPad app.

Thanks

Comments

  • Joydeep Singh
    Joydeep Singh Reckon Staff Posts: 15 Reckon Staff
    edited January 2020
    Options
    Hi Oanh,

    Are you getting any error messages. Post some screenshots if you have so that we can check it further.
  • Oanh Nguyen
    Oanh Nguyen Member Posts: 4 ✭
    edited January 2020
    Options


    I was previously able to login, and now no longer can after doing the GovConnect which I linked to it because I thought it would connect to MyGov. But now I want to undo this and revert back to how it was before

    My login in details are accurate and correct, I use a password manager and nothing has changed, password, email are still the same. Again I was able to login before doing the GovConnect
  • Rav
    Rav Administrator, Reckon Staff Posts: 15,392 Community Manager Community Manager
    edited January 2020
    Options
    Hi Oanh,
    Can you let me know the ABN you have registered to your app account please.

    Also, is the email address you are using for your app account the same one registered to this Community account?

    Also, I need some further info. You've mentioned you were using the app successfully on previous occasions however you've also mentioned GovConnect. Can you let me know the reason you were using/attempting to use GovConnect when you were previously using the app.
    Reckon Logo - Signature.png


    ℹ️ Stay up to date with important news & announcements for your Reckon software! Click HERE for more info.

  • Oanh Nguyen
    Oanh Nguyen Member Posts: 4 ✭
    edited January 2020
    Options
    Hi, my ABN is 69 610 007 371 and my email is the same one registered on here and Reckon app. The reason I was connecting to GovConnect is I was going through and updating my information/profile and came across GovConnect which I thought it would link to MyGov which in this case didn't and just messed things up! I didn't know 
  • Rav
    Rav Administrator, Reckon Staff Posts: 15,392 Community Manager Community Manager
    edited January 2020
    Options
    Thanks for getting back to me Oanh.
    I've had a look at your account and there are a couple of things to go over.
    First, I've deleted the GovConnect registration you created as there was no need for it so you don't need to worry about that anymore.

    Secondly, have you changed the email address for your app account recently? I just want to confirm that you're logging in with the same Gmail address listed on your Community account as that is what is registered to your app account.
    If you are and its still not letting you through then I'd recommend you reset your password by following the 'Help I forgot my sign-in details' option on the login screen & follow the prompts to reset your password.
    Reckon Logo - Signature.png


    ℹ️ Stay up to date with important news & announcements for your Reckon software! Click HERE for more info.

  • Oanh Nguyen
    Oanh Nguyen Member Posts: 4 ✭
    edited January 2020
    Options
    I am now able to login after changing my password, thanks for the help!

    Yes I did change it recently, AND was ABLE to login with the new email address before after a couple of days GovConnect did something that made me unable to login.

Categories