Not able to create account Reckon STP account - An unexpected error

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  • Updated 2 months ago
I have tried to create a new account, and passed phone code verification, when app crashed and did not finish the creation of account till the end. I tried again, and got an info that account exists to try to Login. When I try to login I got following message "There was a problem signing you in An unexpected error occurred. This has been logged for investigation" Please note that I am able to log in the portal using this credentials. Thanks!
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Andelija

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Posted 2 months ago

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Rav, Community Manager

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Hi Andelija,
Can I just confirm, are you using the STP app or the Payroll app?
Which version of the app are you using? Android or iOS?

Is the email address you are using on the app account the same email address registered to this Community account?
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Andelija

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Hi Rav,

I am using iOS app, that is called STP.

version is v1.12.1

Let me provide you a bit more information.

I had similar issues with the previous version of the software. However, I was not able to create account till the end.  With next login, I finished the process, by adding the ABN and all required data.

Now, this is not the option. It seems that some data were cashed from previous login, and that creation of new one failed. When this happened last time, I had to reinstall the app. Even than I was not able to login, but I created new account.

Cheers,
Andjelija


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Andelija

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the email is not the same 
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Andelija

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Hi Rav,

any news on this?

Thank you,
Andjelija
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Rav, Community Manager

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Hi Andelija,
Apologies for my delay in getting back to you. Our devs have been trying to replicate this issue internally on our end with mixed results so far.

Can you confirm something for me though, when you were setting up the app the first time recently did you close the app on the company lookup screen?
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Andelija

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Hi Rav,

let me provide you a bit more details.

I use to be logged in with one account, I logged out, and try to create the new account.

1. add email
2. created password
3. enter the phone number
4. confirmation code arrived, and I added
5. It appeared that I was logged in(steps for adding ABN, and followed up steps did not happen).
but I got message something went wrong try it again.

6. when I tried to create account, I got message that account has been created, try to log in.
7. When I try to login - I got the message ""There was a problem signing you in An unexpected error occurred. This has been logged for investigation" 
"
8. and this message happens each time I try to login

Would you mind if I made a video with reproducing the bug, and attach it here? 

Thanks,
Andjelija
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Andelija

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Hi Rav,

I have managed to create the account that had the error above, it seems that you guys manage to reproduce the issue and clear both problematic email addresses.

However, there are some other issues regarding login and enrolment process :( such as, changes to phone number via portal usually does not reflect on changes, not only that it pulls last phone number that has been used on device, and even if I delete the app, and install it again, it does not help.
The user stays locked on that screen. Even after time out, if I try new login or the creation of account, on the step send code, I am not asked to add phone number, it simply pulls the last one, which did not finish the cycle.

It seems that you do not delete data, once user is logged out, and/or app has been deleted.

This could cause a lot of issues :(.

Should I raise other question(as I cannot use the app)?

Cheers,
Andjelija