Troubleshoot Reckon connection and reference data

Use this guide when a Reckon file, account or tax list is missing, or when a push appears to have failed. Do not send the same transaction again until you know whether Reckon accepted the first attempt.

Check connection and file readiness

1. Ask a company administrator to open Companies → Reckon Integration. Check Connected to Reckon, the selected product and the saved file in the intended company group.
2. If Not Connected appears, the administrator selects Reckon Accounts Hosted and Connect to Reckon Accounts Hosted, then completes authorisation. Credentials not configured is a setup issue, not something a user can fix by resending a transaction.
3. On the saved file's Reference Data panel, check each list's ready, loading or error status and Last synced. For an error, use Retry sync; for idle data, Sync now; for ready data needing a refresh, Resync. Wait for Syncing to finish, then reopen the transaction workflow and confirm the options. An ungrouped file says reference data is available when assigned to a company.
4. If discovery says the connection lacks file-listing access, the Companies page instructs the administrator to Disconnect and reconnect Reckon with the necessary authorisation, or to use its manual company-file-path option. Confirm credentials and file path before changing a connection. Remove file disconnects that saved file from BookFlo; its confirmation says existing bills, receipts and history remain unchanged.

For example, if the account list is missing while coding a fictional AUD 319.00 invoice dated 17-09-2026, confirm the intended client file and its Reference Data status first. Do not choose an account from another file merely to complete the form.

Supported push destination

The Reckon One product and Active Book picker are visible in Companies. The current backend expressly rejects bill, receipt and bank-feed pushes to Reckon One. For these workflows, use a properly authorised Reckon Accounts Hosted file; connecting a book is not evidence that these pushes are enabled.

A push timed out or its result is unclear

1. Stop; do not immediately use Push again or create a copy. Review the item in its history and look for a recorded Reckon transaction or push error.
2. Check the destination file in Reckon for the same date, payee/reference and amount. An AUD 319.00 invoice that arrived despite a timeout must not be resent.
3. If the item remains uncertain, follow the specific on-screen recovery/duplicate-risk prompt in the appropriate Bills, Receipts or Bank Feed workflow. The bill push route requires explicit approval before resending after an unknown outcome; it warns that a duplicate may result. Do not treat an error badge alone as proof that Reckon received nothing.
4. If you cannot establish the outcome, pause and ask the administrator or support to investigate using the visible error details. Keep the original draft/history record until resolved.

Expected result: You either restore the correct file's reference lists or identify the transaction's true Reckon status before another push. Resync refreshes reference data; it does not undo a pushed transaction or reconcile a bank account.

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