Password reset emails not received and not in junk

  • 1
  • Problem
  • Updated 4 weeks ago
I created my trial account about a month ago - now decided I want to sign up and pay for the service.
I can't remember my password. I've asked Reckon to send password about 6 times over the past 24 hours. Each time it says it's successfully sent a password reset email but I've not received any of them.
I've checked junk and spam email and searched the whole of gmail.
The email address I'm using is still receiving other emails fine.
I called tech support and waited 36 minutes and gave up.
I decided as this is a new account I could call "sales" but their wait time was "More than 10 minutes" (which is what tech support said)... so I gave up again.
Tis indeed frustrating...
Photo of Ian Main

Ian Main

  • 170 Points 100 badge 2x thumb
  • Frustrated

Posted 1 month ago

  • 1
Photo of Rav

Rav, Community Manager

  • 83,826 Points 50k badge 2x thumb
Certainly sounds less than ideal Ian.
Can I confirm, are you attempting to sign up to the Reckon One service or a different Reckon software?

If its Reckon One, have you received any emails from us throughout the course of your trial? Just want to confirm if this is affecting all emails from us to you or just the password reset mechanism.
(Edited)
Photo of Ian Main

Ian Main

  • 170 Points 100 badge 2x thumb
Thanks for your reply Rav,

I tried Reckon (might have been Reckon One but I'm not familiar with product names) about 2 weeks ago but was unsure about it so left it. Now I want to come back to it. This is what I did 2 weeks ago:

I installed Reckon STP App on my phone and got an email about that.

I've got an email from you saying "Your new Reckon Account - verify your email address". I can't remember if I clicked on Verify.

I've got an email saying "Reset your password"

These 3 emails are all from 3 weeks ago but now I'm not getting emails from you anymore.
  1. Can you help directly? The email address is: ian AT zenelevate DOT com
  2. Could you also reset the trial to 30 days please as I've not used it yet.
Thanks.
Photo of Rav

Rav, Community Manager

  • 82,950 Points 50k badge 2x thumb
Thanks for being so understanding Ian, and apologies again.

Let me know if you run into any trouble when you register again.

Cheers
Photo of Ian Main

Ian Main

  • 170 Points 100 badge 2x thumb
I'm pretty sure you've got some sort of bug/issue in your sign-up process as I've got a problem again.

Here's what I did (you should be able to reproduce it from this):

  1. Register on the web for a free trial ($18) then didn't enter CC details.
  2. Updated profile details (put in mobile and address)
  3. Setup 2 form factor using Google Authenticator
  4. Went to STP app, tried to login but password failed. Tried again several times.
  5. Went to web, changed the password to be something REALLY simple
  6. Went to STP app on mobile, still can't login.
  7. Went to Google Keep (text editor) and typed in password. Copied it into clipboard
  8. Went to STP app and pasted it. Still can't login.
  9. On phone, tried to register same email address but it's in use.
  10. I've double checked that I've used the same email address on web and on app.
Sigh.

Please pass this sequence to you DEVs so they can investigate.

I can't wait any longer (I need to pay myself :) ) so I'm going to go around this problem by registering a new email address but starting with registering the new email address on the STP app (not on the web)

Wish me luck.
Photo of Ian Main

Ian Main

  • 170 Points 100 badge 2x thumb
Oh and just a thought. When I registered the email address again (ian@zenelevate.com) I didn't receive a verification email. I did the first time when I registered it 3 weeks ago.
Photo of Rav

Rav, Community Manager

  • 82,950 Points 50k badge 2x thumb
Hi Ian,
I think there's still a fair bit of confusion here as the process you've gone through above is fairly complicated and to be honest, not required.
The trouble starts at step 1 and cascades from there because there's still a mix of you attempting to sign up to Reckon One but have the intention of using the app.

To make things simple, I've deleted the registration you've just created today and all you need to do from here is sign up ON THE APP ONLY.
Hit the blue 'Sign up' button on the app and follow the prompts to set up the account and register the ABN.
It will work this time provided that only use the app to register.
Photo of Ian Main

Ian Main

  • 170 Points 100 badge 2x thumb
As I said above, I was going to create a new account. I used accounts@zenelevate.com (and only registered using the app).

Is that'll be why the payroll run just crashed and now I can't login again!





Now I have to register the SoftwareID with the ATO for the 3rd time.

Please don't delete any more accounts. Thanks.