Set up Reckon STP app yesterday, can't log in today

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  • Updated 1 month ago
  • (Edited)
I've tried to log on today but get the message "Incorrect Email or Password".  
I wrote the password down carefully yesterday, but have tried many variations today with no luck.
Then I clicked on "forgot password" and entered my email address.
I then get a message "sorry, the address is not known to Reckon"
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S Maier

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Posted 1 year ago

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Rav, Community Manager

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Hi S Maier,
When you set up the app yesterday, did you actually register an account for the app and go through the setup of the company/employees?

Did you use the same email address as the one used for this Reckon Community account?
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S Maier

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Hello, yes I did the complete set up of two employees, and then phoned the ATO to provide them with the software ID. 
I did use the same email for both the app and this page.
Thanks, Sonja
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S Maier

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Hello Rav, just wondering if you have any suggestions?  I'm still not able to log in today.
Thanks Sonja 
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Rav, Community Manager

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Thanks for that Sonja, are these screenshots from today? ie. is the app allowing you to login intermittently?

Can I please just double check which email address you're using to login to the app?
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S Maier

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The 'Register Software ID' screenshot is from Wednesday when I completed the set up.
The 'Welcome back' screenshot is from yesterday.
I haven't been able to log in at all since my initial set up on Wednesday.
Email address is sonja@benveling.com.au
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Rav, Community Manager

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Thanks, I'll need to raise this with our app & Portal teams for some closer investigation as to what is actually causing this. I'll have to come back to you when I get more info from the team
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S Maier

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Thank you very much for your help
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S Maier

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Rav, Community Manager

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Hi Sonja,
Can you please confirm if you're able to log in successfully now?
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S Maier

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Hi Rav, I've just tried to log on now, but unfortunately was not able to.
I did try on Saturday morning and I was able to log in for a short time.  I did not log out, rather I kept it open until I could do a pay run. But when I went to do it I had been kicked out and was back at the sign in screen.
I have not been able to log in again since then.
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Rav, Community Manager

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Thanks Sonja, and its still the same message you're receiving? ie. incorrect email/password
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S Maier

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Yes that's right, it says 'Incorrect email or password, please check your details and try again'
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adrian kenny

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i am having exactly the same problem. i just can't get past the login stage even though i made my first lodgement the ATO last week. 
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Jacquie Buchanan

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I am also having a problem I can't get passed the simply record the pay run in this app page which freezes! i have previously submitted a pay run successfully 
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Cindy Carpenter

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I am having the same problem - cannot log on and when choose 'forget password' it says the email is wrong but the email is the same one I used to register on the app and with ATO and make a first pay run