Reckon Help Line - on hold for 1hr and a half so far..........

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  • Updated 3 months ago
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I have been on hold for an hr and a half so far to Reckon Tech support for Payroll Premier...I understand that its a very busy time of year and there are is the whole new Single Touch Reporting etc but its  very frustrating.  I tried again this morning and after one hr I was hung up on?!! I am getting errors with my STP file ...
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Jenny M

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  • frustrated!

Posted 3 months ago

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Beth Zielinski

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I have been waiting for 4 hours today! Terrible!!!
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Jenny M

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That's terrible Beth - did you manage to speak to them and have your problem sorted?

Jenny
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Beth Zielinski

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I did in the end. A got a call back (before they removed the option) after 4.5 hours!
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Susan Blanchard

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I am glad I am not alone.  I started my journey on Monday 2/7 at 3:13pm.  I have errors with STP file.  Been on the phone twice and cut off after waiting forever (Yesterday and again today) to get someone to talk too.  I have emailed my error hoping for an explanation and a remedy.  Still waiting.....
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Jenny M

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I too have been cut off!  I am on the phone again now since the lines opened at 8am and there are 16 people already in the queue! We have been using Reckon business range for 15 years and will be considering changing soon if they cannot assist their customers with help due to issues with their new software..every year there is a gliche when the new software is released..not good enough Reckon!
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Susan Blanchard

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I had to change to Chrome to successfully upload my files. I did wait hours but its sorted now. If u can leave your number to get a call back its a bit easier.
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Jenny M

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Thanks Susan, I will try the chrome option....Reckon seemed to have removed the call back option :( 
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Susan Blanchard

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I had to change to Chrome to successfully upload my files. I did wait hours but its sorted now. If u can leave your number to get a call back its a bit easier.
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Jenny M

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Hu Susan, do you mean logon to the Reckon portal in your Chrome browser?
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Rav, Community Manager

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Hi Jenny,
Really sorry to hear we've kept you waiting, the teams have definitely been kept busy over the last couple of days. They're doing their very best in helping everyone through these massive changes that have come into effect as quickly and thoroughly as possible. 

In regard to your issue, what are the specific STP errors you're experiencing?

If this is related to Payroll Premier, the most common error and its solution is listed in this KB article below -

“Invalid Company Information error” in GovConnect STP when submitting pays from Payroll Premier
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Jenny M

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Hi James,  you are very welcome - I know how frustrating this is! ....happy to help if I can....I only had 25 employees ....wow fun job indeed :(  ha ha, more like 2021!
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James Humphry

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Hi Jenny, I have updated all records. Fixed the company error. Did you find out why Payroll exports 2 files for the STP?  I have uploaded both and they appear the same. Haven't submitted yet.
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Jenny M

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That's great that you are no longer getting this error.  Tech support said that there are supposed to be two reports exported however you need to select the report with the numbers displayed (the longer file name).  Good Luck! Let me know how you go :)
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James Humphry

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Successful. Your a champ!
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Jenny M

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Yey!!  so glad it worked for you also :)  Now we can get back to all the EOFY work :( 
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Justine Jenke

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I have been on hold for 3 hours today..........we downloaded the software yesterday and all was going well - however tried logging on today and I need to go through everything again........link to file won't work........had the same problems last year......our computer technician says it will keep doing this every day.........extremely frustrated. We will be changing our software by the end of financial year.
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Justine Jenke

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Same problems again today - cannot get into Payroll Premier, so will need to phone again........
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Boyd Houweling

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I have been on hold for 1hr 47min.. There was no option for a call back given.. What are they doing to address the issues?

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Caroline Suhardjono

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HI, I have been trying to call as well. I managed to install and register...but then I still be prompting to do registration each time I open the software. Then I pressed Leave button and the software keep closed again.
So I could not upgrade or use the software. 
Anyone can help ??
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Beth Zielinski

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Hi Caroline,
I had this too.
I registered online (take note of the registration number)
Then when you go back in, select the 'Over the phone/Already registered' option and there will be a field where you can enter your registration number,
This worked for me, hope it does for you also.
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Caroline Suhardjono

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Thanks - it worked ...