Check the company file first
Confirm that the company-file location has not changed, the dedicated Payreq API user remains active with a password and the Full Access role, and the file is in multi-user mode. Do not sign in to Reckon using the Payreq API user.
See Reckon's Authentication - Hosted API guide for the maintained company-file and API-user instructions.
If Payreq shows a connection problem
Open Account settings, then Connections and Reckon Accounts Hosted. Check the country, full company-file location and the case-sensitive Payreq API-user details. Select Update Reckon Connection or Connect to Reckon Accounts Hosted, whichever is shown, then complete the Reckon authorisation with an account permitted to grant access.
Stop one invoice subscription
Open Subscriptions, select the organisation and subscription, then select Unsubscribe.
Disconnect Reckon
Open Account settings, select the disconnect option and read the confirmation carefully.
Disconnecting deregisters every subscription linked to that company file. This is intended behaviour: it stops Payreq routing documents to a place that can no longer receive them. Invoices already delivered are not affected.
If you want to stop one organisation's invoices but keep the connection, unsubscribe from that subscription instead, as above.
If the connection stops working
When a connection fails, Payreq marks it as needing attention and sends a warning email each day for 14 days. If nothing is done in that time, the connection is dropped and its subscriptions are deregistered, the same as a manual disconnection. Reconnecting after that means subscribing again, so act on the warning emails rather than waiting.
Which support team to contact
Contact Payreq Support if Payreq cannot complete the connection or forward an invoice after these checks. Contact Reckon Support for company-file access, user roles, hosted-service availability or accounting work inside Reckon. Do not send passwords in a support ticket.
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