Reckon One payroll item not loading

Charlie Li_9672208
Charlie Li_9672208 Member Posts: 14
edited September 2018 in Reckon One
Dear Reckon One support,

We could not add additional pay items including Bonus and Backpay to one of our staff as those pay items keep loading (waited for more than 30 mins and restarted Reckon One and PC).

The pay items worked for everyone else excepted this particular staff who have same payroll setting with everyone else.

Could you please advise potential solution?

image


Comments

  • Luke
    Luke Moderator, Reckon Staff Posts: 221 Moderator Moderator
    edited August 2018
    Hi Charlie,

    Could you please try removing the Bonus and Backup line from the employee's record and then add it back in.

    Please let me know how you go.

    Luke.
  • Charlie Li_9672208
    Charlie Li_9672208 Member Posts: 14
    edited August 2018
    Hi Luke,

    thank you for your quick response. I tried that way (including use different internet explorer) and tried again after your response.

    I have attached a new screenshot showing the current status of those pay item. The Amount neither get calculated nor added into the summary of bottom of the page.

    Is there anything your helpdeak can do including refresh data or reload files?
    image

    Look forward to hear from you soon.
  • Luke
    Luke Moderator, Reckon Staff Posts: 221 Moderator Moderator
    edited August 2018
    Hi Charlie,

    Could you please try using a different web browser such as Google Chrome?

    Luke
  • Charlie Li_9672208
    Charlie Li_9672208 Member Posts: 14
    edited August 2018
    Hi Luke,

    As stated in previous comment, i have tried different browsers and restarted PC/login and log out Reckon One for multiple times already.


  • Luke
    Luke Moderator, Reckon Staff Posts: 221 Moderator Moderator
    edited August 2018
    Thanks Charlie, I wasn't sure if you used Google Chrome or not as you stated you used Internet Explorer.

    Nevertheless, it may be a good idea to get one-on-one attention from one of our Reckon One technicians who look into your particular book further. The number for Reckon One technical support is 1300 756 663.

    ?Luke