Reckon one GovConnect - Setup Errors

We have 3 log ins for our Reckon one account and one book. 
A colleague of mine successfully set up the Reckon one Gov Connect and is able to use it fine. The other to accounts followed all the instructions for set up but get the error message 'something went wrong' come up  at the top of the screen 5 times everytime we go into gov connect in reckon one. 
No matter what we do we can't change any settings. We have tried sorting this out with the Support team with no luck other than being held on hold for hours before the phone is answered. Hoping this will be quicker.