single touch payroll not letting me 'Add Product'

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Rebecca Walter
Rebecca Walter Member Posts: 4 ✭
edited June 2019 in Reckon One
Hello, I have for months now been working with Reckon via email to try and fix my many issues with the GovConnect and STP system and everytime we get passed one hurdle another seems to take it's place. At the moment we seem to be stuck on this one problem and everything they have suggested just hasn't worked so they have suggested I ask the Reckon community for assistance.

I can login and everything seems fine, a little window pops up saying "Welcome to STP (Single Touch Payrol) and asks me to select my Reckon product to add to my Single Touch Payroll. I select the product that I want, Reckon One, and then I click on 'Save my Settings' ??. The pop up window disappears for 1 second and then reappears, this happens over and over and over again, every SINGLE time I login. 

Has anybody had this before, what I am doing wrong here?

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  • Rav
    Rav Administrator, Reckon Staff Posts: 15,416 Community Manager Community Manager
    edited June 2019
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    Welcome to the Community Rebecca,
    This sounds like a fairly strange problem.
    Did the team go over any steps to try ascertain the cause of this? ie. changing browsers, clearing browser cache & cookies etc?

    Has the STP entity actually gone through the full setup process at any stage on your attempts?

    Can you advise the ABN that you're trying to register for STP and also confirm if the email address for your Reckon Portal account is the same one used for your Reckon Community account.

    ℹ️ Stay up to date with important news & announcements for your Reckon software! Click HERE for more info.

  • Rebecca Walter
    Rebecca Walter Member Posts: 4 ✭
    edited June 2019
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    Hi Rav, yes it seems like a strange problem to me as well, especially as I haven't been able to find a single instance where somebody has had the same thing.

    At lot of the responses I get back are "can you please try again as we have made some changes' exactly what changes they have made I have no idea. The most recent response I had from them was as you mentioned changing browsers, clearing cache & cookies. Even after I tried all that I had the exact same problem.

    ABN 89702342482 and yes email is the same

    I have never been able to get beyond this point. I can click 'cancel' instead of 'save my settings' and I have tried clicking the 'Company & Adviser Info' to see if anything comes up but nothing happens, I can see that it is trying to do something but it never does anything. 

    I just really need to get this organised before EOFY.
  • Rav
    Rav Administrator, Reckon Staff Posts: 15,416 Community Manager Community Manager
    edited June 2019
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    Thanks Rebecca,
    I've just gone ahead and asked our Reckon Portal team to take a closer look into this on our end of things because it certainly sounds like there's an error stemming on our side.

    Let me come back to you on this, I should hear back from the team a little later today.

    ℹ️ Stay up to date with important news & announcements for your Reckon software! Click HERE for more info.

  • Rav
    Rav Administrator, Reckon Staff Posts: 15,416 Community Manager Community Manager
    edited June 2019
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    Hi Rebecca,
    Apologies for the delay in getting back to you on this.

    I've just heard back from the Portal team on this, unfortunately it looks like the STP entity/ABN registration, for a lack of a better explanation, got 'stuck' which is why it was giving you this strange problem.

    When you've got a chance, can you please log back in and register the ABN again & go through the setup process. It should work correctly this time but please let me know either way.

    ℹ️ Stay up to date with important news & announcements for your Reckon software! Click HERE for more info.

  • Rebecca Walter
    Rebecca Walter Member Posts: 4 ✭
    edited June 2019
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    Hi Rav,

    Thank you so very much for looking into this. I have done as you suggested and wow it is finally working, just in time for me to finish up the financial year, thank you again so very very much for this. I was starting to lose hope.

    Cheers
    Bec

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