Payroll corruption Reckon Hosted

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Gemma White
Gemma White Member Posts: 20 ✭
edited August 2019 in Accounts Hosted
Went to do a back up last Friday and got this error "WARNING" Your list of user names and passwords appears to have been tampered with, or has become damaged. You may encounter problems logging in". then another Warning came up "The Reckon accounts administrator is editing the information  for user " I called up and was told to reset all passwords and clear browsing history. I did this and then on Monday when i went to do payroll there was a lot of information missing from employees files. I called and spoke for 2 hours with Rahul Solanki and he took control of my computer and could not work out what has happened. He said he would escalate it to the engineers. I have emailed him 3 times this week and no answer. I just tried to call and told that no calls are being accepted due to high call volumes. Information keeps disappearing at random intervals and if i do a rebuild sometimes it may come back and other times it does not. This is URGENT as peoples identities are at stake and i am unable to pay them.

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  • Datarec_ReckonLtd
    Datarec_ReckonLtd Reckon Staff Posts: 1,065 Reckon Staff
    edited August 2019
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    Hi Gemma,


    When you encountered that warning message, were you able to login?

    How many users do you have that would be logging into the data file at the same time?

    Are you logging in to the company data file as the default username "Admin" or your own separate 'non-Admin' username?


    Can you indicate specifically what information you are referring to when you stated
    'there was a lot of information missing from employees files"?

    How often have you been making a backup of the data file on the Hosted platform?

    How many backup files are present in your Hosted B: drive?

    Have you considered temporarily restoring (give it a different name) an older good backup so that you can process a pay run?

    You could then submit a data service request so we can perform an analysis of your data file
    You can request a service by filling out the web form https://www.reckon.com/au/data-services-request/



    Regards,

    Data Recovery Team



    Regards,

    Reckon Data Recovery Team

    How to ask good questions on the Reckon Community

    Data Services Tip - Try this first before requesting a data service

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