Well this is a mess, isn't it. All I see is a black screen. Client unable to even get that far.

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  • Updated 5 years ago
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Unable to log in means unable to do any work, which means unable to earn any money. This is absolutely unacceptable, especially at the price you charge.
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Julie

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  • furious

Posted 5 years ago

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Jason Caruana

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they don't Care just stalling , very poor customer service 
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Samantha Keating

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As a professional partner I find myself embarrassed by this "Upgrade".  My clients are screaming due to being unable to login and use a product that they have paid for.  I will not be recommending this to anyone in the future, good old desktop seems to be the way to go with Reckon or perhaps I should defect?
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Adam

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we moved to saasu 2 years ago now.. and would never look back its the future. Love it
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Jason Caruana

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Samanatha , with all this time on my hands being play with XERO , note dont have anythig to do with them , 
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Samantha Keating

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Hi Jason, I finally connected to Reckon although it took me over three hours.  I have to say that the speed with which the reports are writing is impressive.  They have a problem with how the windows are showing onscreen, the One Window/Multiple Window option doesnt seem to work.
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Margaret Manchee

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You are so lucky Samantha! Must feel like winning the lottery! It keeps saying "Connection Lost"....
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Samantha Keating

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I took someone else's advice and kept refreshing the page with the black screen.
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Michelle O'Donnell

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Just keep trying guys as we have 16 users and have had to keep logging of and relogging on and got in! Other tip is to reset password through the Control Panel (administrator needs to do this)...
Give it a go and see how it works.....
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Cathy O'Harding

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Can't even get to the control panel ... Don't log out I am warning you I did and now the system won't recognise my new details and I can't get through to tech support to help me I have been on hold for nearly 2 hrs
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Margaret Manchee

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Yes Cathy. Same here. Can't get through. Think they have 5 tech supports for 5000 customers...
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Sandra

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Disgraceful!! 3 Hours trying to log in. Might be time to move to MYOB!!
(Edited)
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Nathan Elcoate, Accredited Partner

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MYOB is worse, trust me!
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Rosamund Davison

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Anyone work out how to get past the black screen yet - this is ridiculous!!!

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Margaret Manchee

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It now says "Gateway- Unable to connect to the host". 
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Margaret Manchee

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Does it mean their server is down? Any IT guru can translate please?
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Julie

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Intuit Quickbooks is the way to go. All the funtionality of the old Quickbooks (now Reckon) and more streamlined than Xero
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John Smith

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BLACK SCREEN !!! And cannot get through on Reckon Support. My business is at a stop costing me money - FIX IT !!
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Jason Caruana

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Juile ill check out Intuit quickbooks , i forgot about them guys as i want to support Aussie company ! 
well if Aussie company want to leave customer high and dry then so be it ,  
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Ashley Joyce

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I'm in the same boat as others in this thread it seems. Logged on this morning everything seem to be working as expected. Now when I try & log back in again.... I'm getting black screen & "Gateway: unable to connect to host"
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Dan

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I had the black screen thismorning and kept refreshing till it connected

It worked eventually but it will only move you on to the next problem

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Nathan Elcoate, Accredited Partner

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It seems to be just a matter of waiting and trying. I have some clients in and some still struggling, but one by one they are going back in.
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Julie

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And why is there no communication from Reckon in regard to this. They should, at the very least, be notifying us all by email (phones are constantly engaged) and updating is re these issues. Most of my Reckon Hosted clients are making the switch to Intuit. Speed is good and price is great.
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Nathan Elcoate, Accredited Partner

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Except the reporting is no where near as good... nor is the system as flexible...
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Julie

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Disagree. Reports are able to be cutomised exactly as Reckon and the system is extremely flexible. I have 6 clients on it at the moment so am using it daily. I  have been a fan of the old Quickbooks/Reckon since version 1 - nearly 20 years. Still love the desktop version of Reckon, but for a Cloud accounting system - Intuit is the way to go.
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Margaret Manchee

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Hi Julie, is it hard to switch over? 
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Julie

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No very easy. They are offering a free conversion from Reckon/MYOB/Xero at the moment if you are a pro advisor. It is free for a limited time to do the training course to become a pro advisor. I do suggest doing a few of their online training videos before the all day training session, which is full on., They are also offering a lifetime $5.00 pe rmonth (instead of $35.00 per month) for pro advisors clients. And this is for 5 users. Cant beat that deal!
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Margaret Manchee

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Thanks Julie. It's worth looking into the alternatives.
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Julie

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The new programs like Xero and Intuit are the way that bookkeeping is headed. So,I am suggesting to my sub contractors to get good knowledge oh these. The days of the Reckon/MYOB duopoly is over. And they've both got to real with their pricing.
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Kay Laws Accredited, Accredited Partner

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I have just change over to Reckon from MYOB because MYOB's pricing is excessive in comparison to Reckon, as for Xero  cheaper software comes at a reduced functionality, meaning a need to purchase add ons costly change. Not to mention the constant issues with Bank Feeds. All software has it's issues regardless of wether it is desktop or cloud based

At the end of the day the grass is not always greener, change is not a decision to be taken lightly!!!


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Nancy Mallia

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This is really disappointing, I can't even launch the new verison. Since 8:30 am i'm trying to get through to tech support, I emailed tech support and still no reply. Can someone tell me if Tech support is on long weekend???
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Farid

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Iam currently on hold for more than 1.5 hours ???? 
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Margaret Manchee

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Hi Nancy, the tech supports were active earlier on. They have gone completely quiet...just keep poking them...
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Cathy O'Harding

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I just got through be patient you will get through but all they can do is escalate your case they won't be able to do anything for you on the phone. I almost feel sorry for the guys answering the phones because they are just the poor blokes on the other end of the phone ... I am hoping with my fingers crossed that they will find my proper file and it will all be working when my accounts girl comes in tomorrow! Oh boy what a stuff up!
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Margaret Manchee

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Still engaged ....
Not sure they feel sorry for us though? This wouldn't have happened if they "think" about their customers...
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Cathy O'Harding

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The guy I spoke to kept saying sorry but yes I don't think they have thought about their customers ... one of those seemed like a good idea at the time!
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RL

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In one year of operating in New Zealand and this is what Australia gets. What do they use in NZ? How can this be battle tested looking at this level of response.
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Nathan Elcoate, Accredited Partner

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The new system launched in NZ about 3 weeks ago Ron, not 12 months ago. NZ have the same system as Aus.

I found by doing the speed test and then logging in with Chrome it worked. Have managed to log 3 computers in this way. It is very slow though.


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Samantha Keating

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I did the speed test too, but it still took three hours for me to log in using Mozilla!
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Sandra McLeod

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I am NZ, we had the product upgrade about a month ago......
I have had this on and off today, I log in, next time I go to use it (after a meeting - max half hour) it says it has timed out, and then can't log in.  Leave it for half hour or so and then have success.
However, I have now been sitting on the black screen for some time now..... seriously Reckon, it is almost time to look at compensation for the frustration users are facing!

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