Reckon Portal Issues - Current Status ~ 29 May

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  • Updated 2 years ago
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Hi everyone,

As you're aware, our teams delivered the brand new Reckon Portal last week which comes with a whole host of new features.

For some users though, it hasn't been the smoothest transition and been a rather bumpy ride over the last few days. The teams fully recognise that and I'd like to sincerely apologise for the frustration and inconvenience caused.

The majority of issues that were raised last week have been resolved. There are however a couple that the teams are currently working on -
  • Receiving a "Application has encountered an unknown error" message when attempting to open a Reckon One book. This issue is not widespread and appears to be affecting a small number of users only.
  • The inability to perform certain actions within a Reckon One book eg. add invoices, add bills, receive payments etc.

This is our highest priority at the moment and our Portal & Reckon One teams are working on addressing these issues with the utmost urgency.

CLICK HERE FOR LATEST UPDATE
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Rav, Community Manager

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Posted 2 years ago

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Tony

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This reply was created from a merged topic originally titled When will all the Reckon One problems be fixed.

After the Reckon One update everything was fine for me, all my functions worked correctly, I didn't have any of the issues other members were complaining about, but now I am encountering a number of similar problems.
Only half of the dashboard has appeared, I can't add bills, I can't add invoices, I can receive payments for invoices and I see some of the banking features are missing. Also when you go to the settings page a lot of the features are missing from there also.
Lets hope these problems are fixed very soon, and we don't have similar problems this time next month, end of tax year and BAS period.
I've recently moved to ReckonOne from a QB stand alone desktop accounting software, I was informed that online was going to make life so much simpler and quicker, at the moment it is neither.

Tony.
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Tuhin Kapadia

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Not working on Firefox Mozilla ? Waiting for a long time, works on ipad Safari
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Rav, Community Manager

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Hi Tuhin,

What happens when you're using Firefox? Is this on login? Can you please try refreshing the page and failing that, clearing the browser cache and cookies before retrying.

Cheers
Rav
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Tuhin Kapadia

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Have tried everything, still the problem persists and is not working
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Tuhin Kapadia

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Not working, same as last Friday, have cleared cookies, cache etc.

I had send email to customer service first thing yesterday, no help or reply from them as yet.


There is something seriously wrong with the system, can`t take so long.


30th May 2017, 10am.
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Rav, Community Manager

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Hi Tuhin,

Is this when you're attempting to login itself OR when you try to launch your book by selecting 'Open App'
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Tuhin Kapadia

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As soon as password is entered, nothing happens after that, it stays frozen.

Hope this helps.

Regards.
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Tuhin Kapadia

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Still not working, I emailed customer service and left my number and they are asking me to call them, I called and was on hold so I send an email if they can call me, still waiting for them to return call.

31st May 2017, 11.20pm
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Tuhin Kapadia

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I too spoke to customer service / tech help, none of them have any idea what is going on. I was told to either change my browser from Firefox to Chrome which I refused.

So, they asked me to try uninstalling / reinstalling Firefox, which I did and still does not work.

It works on Safari ipad but it is too time consuming to enter transactions on ipad.

I hope they can get it all sorted out asap.
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Rav, Community Manager

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Hi Tuhin,

Can I grab the current version number of Firefox that you are using when having this issue?
Are there any updates available for the browser? If so, can you please update and advise if the issue persists?

Thanks
Rav
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Tuhin Kapadia

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10th June 2017.

FYI, for all Reckon One users running Firefox Mozilla :

Rather than uninstalling Firefox, try refreshing Firefox (click on Help / Troubleshooting Information and then refresh Firefox on the top right).

(Please note when you refresh Firefox, it removes all the add-ons and other extra features, which will have to be re-installed.)

Once Firefox is refreshed, try running Reckon One without any add-ons, if it works then most likely one of the add-ons was creating issues.

In my case, Ad-block has to be disabled for Reckon to work with Firefox.

Hope this helps.
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Sharon

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This reply was created from a merged topic originally titled Paying off invoices.

Hi, when will we be able to receive money and mark invoices as paid?
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Rav, Community Manager

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Hi Sharon,

This is something we're working on as we speak and I hope to have further information on progress very soon to share. Will keep you posted.
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Michael Crocombe

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Hi Rav,
Whilst I understand that this upgrade brings features and fixes.  Reckon seems to seriously neglected the potential (and now real impact) on customers.    The timing could not have been worse. Near end of Month, near BAS time etc.

Not being able to login & invoice, created issues for me.  It has been resolved now, but still this leaves me concerned for the future when another upgrade is required.

What compensation is Reckon offering to say sorry?

Regards
Mike
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Rav, Community Manager

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Can definitely appreciate how inconvenient not to mention frustrating its been Mike.
In regard to compensation, unfortunately that's not something I can comment on. Our current focus and priority is on investigating and resolving these issues for all impacted users.

Our teams are just as disappointed with some of the issues that have cropped up over the last few days and we're doing everything we can to put this right as quick as we can.

Cheers
Rav
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Tracey

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Bad timing to upgrade near EOFY I say.... Driving me crazy as I am trying to get some things together for my accountant to have a look at.
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gr

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Something minor with the upgrade. Two website tabs now open instead of one. Can this be fixed too?
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Keith Zilm

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This is what the 'portal' will do! Some banks and gov dept's do the same thing.
Annoying me also!
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Rachel

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Is anyone else missing their Bank Feeds in the Bank Accounts module?
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Rick

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I had that problem on Friday, was advised by support to deactivate my book (makes it read only) and re-activate. This restored the missing bank transactions.
This cost another $11 as the new portal did not take into account that I had already paid a day or two before.
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Heather Dunn

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I agree very difficult when you can not receive payments,  invoice or pay accounts.
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Meg

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I run a web & graphic design studio and NO website launch is ever made without thorough and extensive testing.

To have our accounts completely unusable - your customers being charged extra just to work their way around your faulty product - is very publicly sloppy. Very immature. What was the rush that was important enough to skip proper Q&A guys?

At the very least, a roll-back to the functional version should be made while you work on these debilitating problems. Is there a reason why this has not been done?

This is not just disappointing for all of us, it dangerous. Your entire product is at jeopardy here - help us out and give us something we can continue to work with while you work under less public scrutiny.
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Rav, Community Manager

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Hi there Meg,

I can definitely understand where you're coming from, and I'm really sorry that you and our other users have been impacted by this over the last few days. This is our main focus and the teams are working extremely hard to get this sorted. We're not quite there yet but definitely getting closer toward a fix.

In regard to testing and QA, I can assure you that extensive testing was conducted across all elements of the Portal, its functions and connections, over a prolonged period of time. None of the issues currently present after portal launch were encountered during testing.

Stay tuned, I should have further info to share soon. Apologies again!
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Kylie

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Given a lot of the functionality is missing in the invoicing module, is it possible to roll back to the previous version so we can continue working? I've now been experiencing this issue for several days and am unable to do any work without this.
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Chris P

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This reply was created from a merged topic originally titled Chrome - Mac - Can't log in New Reckon One Portal.

Chrome up to date.
Cookies and Cache Cleared.

Can log in with Firefox

I know you guys have a lot to fix, just adding this to the list :)
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Chris

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This reply was created from a merged topic originally titled ReckonOne Problems - Customer can't pay Invoice. Can't make payment of Invoice!.

Hi,

There have been a few issues after latest major update.
Customer Pay Invoice button in email is not working.

Error Message:


"The invoice is not available. Please contact the sender for more information"

Also in customer Invoices, there is no way to pay Invoice now! Receive Payment/Make Payment button is no longer showing!

These errors are major & need fixing asap.
Thanks.
 
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torch

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FWIW, the online demo book (or site) is horribly broken. I can't get it to work at all and this is right in the middle of assessing the software against all the major competitors. 
This is our first experience with Reckon and it looks like being our last.
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Rav, Community Manager

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Hi Torch,

Can you elaborate further on this. What are you having trouble with specifically within the Demo book? 
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torch

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http://www.localnewsplus.com.au/trimmed.mov

I can't use the demo book at all. I select it, click on the dashboard (or most other options) and it drops me back to the generic Reckon screen. Multiple browsers, cleared caches, even restarted. If this is an indication of the QA for the product (and reading a few comments here appears it is) then this software is not for us.
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Kaelene McElligott

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Having trouble with the Demo book as well, while trying to evaluate the product. It's stuck at a Supplier screen and won't let me save or cancel. Just keeps saying Unexpected Error if I try to get out of that area.
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David Young

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Is there any timeline on the fix for this, I haven't been able to invoice, create estimates or perform any data input since the new portal went live. I originally had a few little annoyances with the product, but overall I found it was good value.

If this isn't resolved very soon then I am going to have no choice other than to look elsewhere. I can assure you I'd rather not do that. I know you've been working hard communicating issues to back of house and keeping us informed and I thank you for your efforts.
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*UPDATE - 29/5 4:45pm* 

Hi everyone,

I've just received word from our Portal team that the issue where Reckon One books have lost functionality/reverted to read-only mode has been resolved.

Any users affected by this issue, please log out of Reckon One and then back in for access (provided that your subscriptions are valid).

If you continue to have the same issue, please let me know by replying BELOW this post.

Work is continuing for the issue related to some users receiving the "Application has encountered an unknown error" and further updates will be made on this as soon as possible.
(Edited)
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Steph Luck

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Issue remains, I still have 4 client books that appear to be 'read only'.... sorry!
(Edited)
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Rav, Community Manager

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Thanks for letting me know Steph, I've asked our Portal team about this and it may be due to Reckon One caching the session. Can you please logout and give it approximately 20-30 minutes before trying again? Please let me know how you get on
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David Young

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Well I've managed to send out an invoice, so hopefully things are stabilising.
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Csaba Tőke

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Since the update I can't reach my books. I have called customer service 100 times. A ticket was logged, but I didn't get a notification about it, although I have asked for it. Heaps of promises, but no resolution. This is blocking my business to operate. I am running out of my patience. 
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Meg

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Nup. Still read only :/
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andrew cook

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I have tried to enter bills as paid, I cannot do this still. Have tried Firefox, Chrome and Explorer. The add bills and invoices seems to have appeared again.
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andrew cook

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I also am unable to "Make a Payment" from the day to day tab.
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Steph Luck

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I'm down to 3 books in read only... so we're improving! However my clients patience is not! 
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Chris P

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Try the App to make a payment
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Rav, Community Manager

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Morning team,

It sounds like things are improving for some and not so much or as quickly for others. How are things going this morning?

Let me know

Cheers
Rav
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Steph Luck

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Still got 3 in read only
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Keith Zilm

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I cant even log in again today!. I got in yesterday morning but when I tried again last night and again this morning, It comes up 'username and password does not match'
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Meg

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No good still... Still read-only on every browser and every device...
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Rav, Community Manager

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Hi folks,

I've just sat down with our Portal Manager to have a chat about your cases and have some updates for each of you below.

Steph Luck - As discussed earlier, we're working on this as we speak and will be in touch with more information as soon as possible.

Csaba
 Toke- we are currently working on your case as it requires further investigation from our Portal and Reckon One teams. Unfortunately, the customer service teams will not be able to provide an instant fix to this one over the phone. However our Portal Manager is across your case and I'll give you an update as soon as I have further information.

Keith Zilm - Can you please ensure that you are logging in with your existing Reckon One login credentials. ie. Your existing Reckon One user name & password not the newly created account linked with Google.

Meg - Can you please reactivate your books through the Portal by going through 
Settings (on your book) > Modify > Reactivate > Enter your payment details > Once this has processed your book will become active.

Andrew Cook - We'll need some more information from you for this one. Can you please send me an email to community@reckon.com with your Reckon One user name, the book name you are having these issues with and where in the Portal it is being accessed from.
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andrew cook

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I also had a problem with my payroll. I entered a new payrun and altered the casual hours. But this did not save, and I ended up paying staff the incorrect hours.
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Meg

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Rav,
I first log in to ReckonOne then select Edit on the right of my book (only other option is Share) and it tells me my account is already currently 'active'.  Would you like me to first Deactivate, it and then Reactivate it?
Can you please tell me if I be charged for this?
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gr

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I had no problems until today. I now can't create or copy invoices or bills or receive payments or pay bills, or copy journals. Not sure what else is missing.
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Rav, Community Manager

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Meg - I'll shoot you an email shortly.

GR - I'm really sorry but the Portal team are re-looking at instances of books reverting to read-only mode right now. I'll post a further update on this as soon as I have more info.
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Heather Dunn

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still not working may need to move to another system
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Heather Dunn

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STILL CAN NOT RECEIVE FUNDS INVOICE OR MAKE PAYMENTS PLEASE HELP
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Rav, Community Manager

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Hi Heather,

Apologies for the delay in getting back to you, I posted this on another comment in this thread but I'll just add it here too as it may apply..
The major issues affecting books that were in read-only mode *incorrectly* earlier this week has been resolved and the team are finding that cases coming through now are due to payment related reasons ie. declined, unpaid etc for example.

Not saying this is the same in your case, but just to get ahead of it to give you a quick fix if it is.

Can you please confirm? If it's not the case for you then happy to get the team to take a closer look.

Cheers
Rav
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Heather Dunn

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Rav my payment s are up to date
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Rav, Community Manager

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Great! Thanks Heather.

If you can flick me your Reckon One user name, customer ID and just a screenshot of what you're seeing when you attempt to perform one of these actions in an email to community@reckon.com I'll take it to our Portal team.

Cheers
Rav
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NewsAlert PR

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This reply was created from a merged topic originally titled new reckon one portal.

Absolutely done with Reckon service.  The new portal has not worked from day one for me (what was wrong with the old one??!!).  All of my books have disappeared from my user profile and I continue to get diverted to a portal page wanting me to subscribe -- despite my subscription being current. Despite questions on the forum (that thread has now closed -- which, incidentally doesn't mean the problem is fixed!!), two emails and a call to the helpline, I still am unable to access any of my books. I have not even had a response. I have BAS to do, invoices to send out -- and no response from the "help" team.  It has obviously been a very poorly planned, poorly resourced rollout.  What do i do from here, please Reckon Community?!!!
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Rav, Community Manager

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Hi NewsAlert PR

I've sent you an email earlier, can you please check it out and let me know how you get on.

Cheers
Rav
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Peter Young

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Arr technology, what did we do before it.
Look at this as a good reason to do something real.
Yes its a pain in the arse Yes it should have been tested better, but its not unusual these days.
Good reason to go fishing.
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Peter Young

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Still Fishing
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Csaba Tőke

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What is Reckon's strategy to fix this poorly managed go-live?  I will try to call the customer service today hoping for sg. better. I need to access my data asap.
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Rav, Community Manager

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Hi Csaba,

Check out the post I've just published here for the latest update on your case.
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Csaba Tőke

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Hi Rav,

I had a chat with customer service today, everyone is friendly, but none has an idea about the reason why I am locked out of my books. This is also a permission problem, the issue can be reproduced.

Is there anyone over there who could trace the code while reproducing the issue and catch the reason for not allowing me to see and reach my books through the web?  If you give me all the permissions I am happy to review the code and architecture design too or assist any developer how to do it.

Can you please update me about the results of the investigation? 

I have been locked out for 7 days now, not a good feeling.

Thanks,

Csaba

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Rav, Community Manager

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Hi Csaba,

I know that our Portal Manager had the details of your case and was being investigated. Let me grab an update on where things are with that.
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Chris

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I would have to agree this was a pretty poorly managed update. I think safety & user access & data should always stay ahead of features. Testing should be very comprehensive & done in a very controlled environment, not in the public ReckonOne space.

Edit - SORRY I SPOKE TO SOON PREVIOUSLY ... I was able to pay Invoices today .. but now it has been disabled again!!!! This is turning into very poor form!!!!

The one big thing left to fix is the 'Pay Invoice Button' from email.
If I were to send a customer an invoice via email they would get the error message:
" The invoice is not available. Please contact the sender for more information "

These issues need to be fixed asap!!!
(Edited)
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Jodie

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Well still can not access anything, accountant has rang and you have no answer for her.  I have emailed and have no reply.  It has nearly been a week since I have not been able to access my data, this is beyond a joke not happy at all how is this an improvement :(
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Rav, Community Manager

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Hi Jodie,

I've got your email from earlier this morning and am checking with the Portal team in relation to it. I'll get back to you as soon as I hear back.

I'm really sorry for all the hassle and frustration this has caused.
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Jodie

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Hi Rav,
             As at this morning there has still been no fix and no email, while I understand that you are doing your best to fix this problem this is not helping me in the fact that I have new children wanting to enroll and I am unable to provide them with an invoice.  I have a committee who are wanting to hold a meeting and I can not provide them with any reports.  This is not making your company look good to them after I had to convince them to stay with you.  Who do I talk to to regain access to Reckon Hosted (at no cost to me) so that I can upload my last backup and continue to work while you find a solution.  I believe that this is not to much to ask.

Thanks

Jodie
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Rav, Community Manager

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Hi Jodie,

I just shot you through an email a little earlier. Take a look when you've got a chance.

Cheers
Rav
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Jodie

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Emailed
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Gabrielle

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Hi Rav,
We have been able to add bills and invoices tonight.
Thanks for all your help and providing regular updates.
Gabbee,
R.W.F Building Company
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Peter Young

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Im done with fishing.
Reckon has now exceeded Intuits software outage time ,congradulations, going for the record.
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Rav, Community Manager

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Definitely not a record we're aiming for! I'm really sorry about the hassle this has caused Peter.

Can you let me know what you're experiencing at the moment, is your book in read-only mode?

Shoot me an email to community@reckon.com with a brief rundown with your Customer ID, Reckon One user name and book name and I'll get it looked into.

Cheers
Rav
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Corinne

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Hi Rav, my clients are experiencing issues with their Reckon One program. I have one guy who is furious that he cannot create urgent invoices. It does appear to be in read-only mode. Is there any way this can be fixed as a matter of urgency? Thanks
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Rav, Community Manager

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Hey there Corinne,

Cheers for getting in touch, happy to look into this further but just wanted to clarify the current status on read-only books. The major issues affecting books that were in read-only mode *incorrectly* earlier this week has been resolved and the team are finding that cases coming through now are due to payment related reasons ie. declined, unpaid etc for example.

Not saying this is the same in your case, but just to get ahead of it to give you a quick fix if it is.

Let me know

Cheers
Rav
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Corinne

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Thanks heaps Rav - I don't think it's a billing issue in the case of this client. I've sent an email to  community@reckon.com , but have not yet heard back as to what the issue is. All other client files, which I have access to, seem to be working though :)
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Tony

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Hi Rav,
Mate you've been a busy man over the last week or so.
I am trying to enter received money that is not from a current invoice, but from an invoice created before coming across to Reckon One, I have been able to do this before the portal update, but now when I attempt it, it will not save. I move the mouse over the save button, it gets highlighted but nothing happens when you click on it, It is not saving. I am entering this type of payment the same as I have done before, I feel I am doing it correctly, it just wont save.
Cheers Rav
Tony
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Rav, Community Manager

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Hey Tony,
Definitely been pretty hectic over the last week for sure!

Can I just ask, which browser are you using when this occurs and does it happen on an alternative browser as well?

Are you able to use other areas of the book, ie. add new invoices, bills etc?
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Tony

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Rav, I am using firefox. Other features of my book are working fine, I created an invoice and emailed it, I have received and entered payments for invoices created in Reckon One. I am able to edit old entries that I put in a few weeks ago, ones that did not relate to invoices created in reckon.
I have just tried Chrome and I am able to enter a received payment using the NEW entry button, (so a payment not linked to an invoice created in Reckon). I was able to save that payment and it worked fine. I then went back to firefox, saw the new payment, was able to edit it and save it, but when I tried to add a new payment again it would not save, so went back to Chrome and tried, and it worked.
So it has worked on chrome twice, and failed on firefox everytime I have tried it today.
Hope this makes it easier for you to give me a solution.
Thanks
Tony
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Rav, Community Manager

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Cheers for that Tony
I've just replied to Tuhin above who is also having Firefox issues so I'll ask you the same thing..

Can I grab the current full version number of Firefox that you are using when having this issue?

Are there any updates available for the browser? If so, can you please update and advise if the issue persists?

Thanks
Rav
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Tony

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Rav when I get home I'll get these details for you, I normally update Firefox when asked, so would assume I'd have the current version, but I'll check.
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Tony

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Rav, I am using firefox version 53.0.3, and it says my version is up to gate.
Cheers
Tony

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