Process to setup new book hung and now no permissions to edit or access via Dashboard

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  • Updated 8 months ago
Hi - trying to set up my first Reckon One book.

The book setup process appears to have got hung up and now the book seems stranded between creation and activation with no actions able to be taken. Could you please help 'unstick' this process or delete/restart the book opening process?

Details:

I filled in all details to the point of confirming the first transaction date and financial year, pressed submit and then the webpage seemed to hang with no resolution.

After waiting 10 minutes or so, I reloaded the website and tried to open the book from the Reckon One Customer Portal. This results in a blank dashboard with the message:

"You don't have permission to view any of the widgets.


In the mean time, check out the menu on the left to see what else you can do"

If I open the Account Settings/Staff/Application Permissions, the following message appears:

"Reckon One setup not complete, once complete you'll then be able to assign permissions to this user."

And this gives a red box that states Setup Reckon One now. Clicking on this box returns me to the non functioning dashboard.

Thanks for your help,
Michael

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Michael

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Posted 10 months ago

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Rav, Community Manager

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Hi Michael, sorry to hear your first Reckon One book didn't quite go to plan.

Can you shoot me your Reckon Portal account user name and the book name that was input when you went through the initial setup. Flick it through to community@reckon.com and I'll ask our devs to take a look.
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Cameron Smith

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What was the resolution of this please? Mine is doing the same, no permissions, "Reckon One setup not complete, once complete you'll then be able to assign permissions to this user", no permissions to assign permissions etc etc etc......................
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Michael

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I think it required the resetting of the book or account due to the initial setup not completing properly - that is a workflow that ReckonOne cannot handle. This along with a new problem just about every time I added data / setup and slow support (days for responses) meant I cut my losses and left the product. It is not worth the wasted hours and hours for saving a few dollars a month on a product that doesn't cut it.
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Cameron Smith

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Thanks for the response. So no support from old mate above whatsoever?
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Michael

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Yes there was support and they got this issue resolved for me, but it appears they didn’t take the step of fixing the problem in their use cases (if they have any) to stop it happening regularly.
With no template CoA, absolutely no application help or explanation of the ‘reckon’ way of doing things, problems occurring that would take a few days for support to get to; it was just too much when trying to set up and catch up a new set of accounts. Far from being the advertised cheap and cheerful , easy to use software with functionality that grows all the time, it was a bunch of poorly designed cobbled together functions that are not properly integrated, a lack of imagination in how to build the interface and who would use it, static functionality with bugs that were aged in the years and unresponsive support. And the mobile app was so weak as to be of little use unless all your accounts were up and going first. Reckoning the cost of Reckon showed it was terrible value.
End rant
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Rav, Community Manager

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Sorry to hear you feel that way and that you've moved on from Reckon One Michael.

In regard to support and customer experience, we set pretty high standards for not just our teams but our product as well so if that wasn't what you experienced, I apologise for that.

In terms of support, Reckon One has live, free technical support readily available via phone, email and soon to online chat, with very highly ranked first call resolution so I'm unsure the nature of problem that would take days to resolve. The issue you raised in your opening post was solved within 24 hours after I received your necessary details.

We've got a range of content to assist with application help including dedicated Reckon One certification to learn Reckon One, its navigation, features, functionality and modules. In conjunction we also offer workbooksdedicated webinars (live and recorded) and How-To videos of key tasks/activities.

The mobile app is currently undergoing a full overhaul which will introduce deeper functionality and expand the Reckon One experience on mobile. Further news on this to come later this year.

Reckon One is both evolving through added functionality such as new document storage capability, but also refined as well by looking at how we can do things better such as our recent payroll process changes and new bank reconciliation process as examples. Granted, there will always be further work with a younger online service like Reckon One is, or a hiccup along the way which we'll stamp out and we're fully behind ensuring our users are deriving value from the product.


Cameron - if you haven't spoken to our Reckon One technical team yet, please shoot me the email address you've used for Reckon One services to community@reckon.com and I'll see what I can do.