Reckon Accounts Hosted Update

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  • Announcement
  • Updated 5 years ago
  • (Edited)
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Hi All,

As per our previous emails this week, we've been continuing to make progress on overcoming issues that have been raised by both partners and customers since the launch of the new Reckon Accounts Hosted service last weekend.

We're encouraged to now hear that from many of you that the experience has vastly improved over the last day and benefits of the new version are coming through.

We appreciate this ongoing feedback and we will continue to provide you with updates.

Speed of the service

You should now find that logging into the Reckon Accounts Hosted service is much quicker.

Users are now reporting anywhere from a few seconds to a minute logging in (even on average internet speeds).

Our team is still monitoring log in times today and continuing to make further improvements.

If you are still having log in difficulties please contact us on 1300 799 150.

Updating your web browser

While the new Reckon Accounts Hosted is compatible with all major web browsers, we highly recommend updating to the latest versions to ensure optimal performance.

From customer feedback this week, we have found that many users are having the best experience when using the latest Chrome browser.

We’ve published an article on current browsers, including links to where you can download your preferred version, here.


Usability concerns

Since this major update for the Reckon Accounts Hosted service a number of users have raised usability concerns that we're looking at very closely, and we will make changes if necessary.

If you are experiencing problems with any of the following, these links will take you to support notes from our team on the Reckon Community:

Updates to these notes and new notes regarding usability of the new Reckon Accounts Hosted service will be posted on the Reckon Community on an ongoing basis.


Support availability

Whist we are still experiencing longer than usual delays in our contact centre, we are doing everything we can to get your call answered and resolved as quickly as possible. Our phone lines will remain open until 8pm (AEST) today and tomorrow, you can also read frequently asked questions or seek assistance via the Reckon Community.
Kind regards,

Pete Sanders

Managing Director - Business Group
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Mirko, Alum

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Posted 5 years ago

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Megan Drechsler

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Hi Pete, this is not good enough. the only time many of your main customers - SMALL BUSINESSES - get to do accounts is on the weekend. I find myself AGAIN unable to access the system and unable to get support. Will you pay my fine from the ATO because I can't do my BAS? sorry this is not good enough. I'm moving.
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Kay Smart, Accredited Consultant, Accredited Partner

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Support is open over the weekend
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Michael Standen

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Only at exorbitant cost!
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Tanya Bangay

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Hi there,

I have done all the steps suggested (ie restart computer, check to make sure web browser is most current version) but still find I can't login. I have been trying since 3pm with no luck. Could you help please? Have tried logging in on iPad and computer. 

Thanks
Tanya
(Edited)
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Mirko, Alum

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Hi Tanya, which browser and operating system are you using? Having you tried any others? What part of the login process do you actually get upto?

Cheers,
Mirko
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Tanya Bangay

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Hi there, 

I have spoken with your staff this morning and they have resolved this problem for me. Thanks for the reply.

Tanya
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Megan Drechsler

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yes Kay, but not after 4pm Adelaide time.
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Kaare Ziirsen

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Support was open yesterday when I called, but they could not help. I wanted to run the local version of Quickbooks, to get away from the unuseable hosted version so I could catch up on a weeks lost work. Unfortunately only supervisors can help with this and guess what ? They only work on week days so I could wait until Monday to get help with this. So instead of being able to catch up on the weekend I will now loose another 2 days. So this is 7 days of uselessness.
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Mirko, Alum

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Hi Kaare, please email me at Community@reckon.com with your customer ID and I will arrange for the desktop license first thing monday morning. Thanks, Mirko
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gramps376

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Usability concerns

Since this major update for the Reckon Accounts Hosted service a number of users have raised usability concerns that we're looking at very closely, and we will make changes if necessary.

It should be clear by now that making some serious changes is necessary.


To get around this click on the Shift key or the Windows key once and try again.  If the problem persists, you will need to log off Hosted and close your browser and try again.

This bandaid solution works for about 30 seconds to 1 minute, then shift key is stuck again. Impossible to get any work done without cursing.


At a minimum Reckon needs to stop the shift key being "stuck" on and properly integrate the clipboard (no 5 step process).  When will these usability issues will be fixed properly?

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