iris elements has not migrated all years

from taxfiler! what a start!

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hi

followed instructions and done the migration today from tax filer. However, i can see that not all years' accounts and tax returns have been migrated for all types of businesses and individuals (most are missing)! i contacted their live chat and i was told to raise a case to which they cannot guarantee when they will deal with (needless to say we have monthly filing deadlines). What a start! seriously thinking of turning my back asap.

Replies (16)

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By Crouchy
23rd Mar 2024 13:25

I've not done a migration yet, but I really dont understand why Iris are not automatically moving the data over, they after should have the expertise to do this

you can only assume its so they can't be blamed when it goes wrong

its poor service

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Replying to Crouchy:
neand
By neanderthal
23rd Mar 2024 13:37

well this doesnt change the least the fact that we are being messed about and get no support ! talk about customer service. once people received assistance and support for parting with their money! whatever happened to that?

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By Tom+Cross
23rd Mar 2024 15:37

I’ve been having various interchanges with Iris, for the last four weeks or so.
It’s not unfair to say that they all give you the impression that Iris should be put in ‘special measures’.
They seem incapable of resolving very basic issues.
And still they remain arrogant in their attitude.

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By OldParkAcct
23rd Mar 2024 15:53

When I did this last month found it took 24 hours for all the historic data to appear. But when it did surprised that it’s basically very similar to taxfiler… apart from the irritating 2 factor ID.

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neand
By neanderthal
25th Mar 2024 12:44

i received a private message rom accountingweb (!) from an iris employee who said would pass the details to iris. then iris email at about 12 today to ask me to log in re progress of case. i do and try everything they suggest but nothing works and problem is there. there is no reply feature to reply to them! as usual they put blame on others like browsers, my computer, the rain etc. i told them i am moving to another software if by the close of the day they dont fix it as we also a business and we cannot be harrassed by substandard suppliers.

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Replying to neanderthal:
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By Leywood
25th Mar 2024 13:59

Yes Iris staff do that, it’s been mentioned before.

Would be so much better if their staff actually posted responses on here for the benefit of all.

But they seem content to just take the regular batterings to their reputation. Their arrogant stance is due to still having so many clients that they they will continue to survive no matter what.ie they didn’t give a flying fig. Like sage.

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By Postingcomments
25th Mar 2024 14:21

They don't mind that you keep complaining, because you keep paying.

Near this thread is another one where someone is talking about agreeing to be bumped onto Iris's other payroll offering as they shut down an old one.

It's an odd kind of loyalty a lot of you have, where you keep submitting yourselves to them for more invoices and beatings. Then come on here looking for sympathy when it goes wrong for you, yet again. But ok.

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Replying to Postingcomments:
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By DKB-Sheffield
25th Mar 2024 14:32

I, for one, am not looking for sympathy.

I'm moving to Elements with eyes wide-open (because it seems to suit my needs, and I haven't found a comparable product- only time will tell).

However, if there is a known issue, it's good to share.

I'm not complaining - at all. Bugs exist in all systems (take Horizon). If it's a 'common bug' (again, per Horizon)... knowing others are experiencing the same... and (hopefully) knowing that the provider is looking into it (contra to Horizon) provides some comfort.

I'll update if, and when, I get to the bottom of this!

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By DKB-Sheffield
25th Mar 2024 14:21

I have the same issue... random pulling through of historical returns (one clients has 2014/15 and 2021/22 only).

I left it 24 hours to see if it would rectify itself but no joy.

I've now emailed support (never received an email 'welcoming' me to the support network.

If anyone from IRIS is able to comment (in here as opposed to PM) on whether this is a global issue (that is being worked on behind the scenes) or an individual issue (requiring specific action) that would be good.

A bit of guidance/ info on here may save a lot of 'support' time - given the readership - if this is a known fault (even if the response is non-commital).

I strongly suspect this issue is not specific to neanderthal and me.

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Replying to DKB-Sheffield:
neand
By neanderthal
25th Mar 2024 14:32

I agree that it cannot be an isolated issue. funny though no-one before me complained about this issue on accountignweb! anyway ive given them through their spy employee on this forum by 3 today to fix it or i am kissing goodbye to this so unhelpful and arrogant supplier. i am not saying others are better but cannot be worse?

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Replying to neanderthal:
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By Matrix
26th Mar 2024 07:07

Please can you advise, do you still have access to all the data in Taxfiler after the export?

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Replying to Matrix:
neand
By neanderthal
26th Mar 2024 07:13

i can still access taxfiler

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Replying to neanderthal:
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By FactChecker
26th Mar 2024 13:49

For how long (and is that a written commitment)?

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Replying to FactChecker:
neand
By neanderthal
26th Mar 2024 13:53

no idea. but i am so glad left this dark unprofessional useless software business because this is the impression i got dealing with them from their conduct described above... sad

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By DKB-Sheffield
29th Mar 2024 10:58

I promised to post an update... so here it is (albeit slightly delayed)!

As I explained, I contacted Iris on Monday in relation to this matter. It took a little time to be setup on the 'ticketing' system, but I managed to submit a ticket on Tuesday lunchtime.

Early Tuesday afternoon, I received a reply to say a fix would need to be run at 4:30 Wednesday morning BUT to continue using Elements 'as normal' Being slightly risk-averse I did not tempt fate in so-doing. I had plenty of things to occupy me having planned for expected system down-time due to migration.

I was informed the fix would 'run through' for 24-48 hours - and to contact them if nothing had happened by Thursday afternoon.

Historical data appeared on my account at some point between 10pm Weds and 11am Thurs. I haven't checked ALL historical data for ALL years yet, but I'm happy in that 2022/23 (SA/ CT) and 2023/24 (CT) has pulled through - saves re-keying and carry-forwards (my main bug-bear).

I was not, however, able to confirm the reason for this, nor whether it is a common fault.

All in, I was pleasantly surprised with Iris support on this occassion. I may have just been lucky, or I may have been the last in a long line of common issues (fault identified, fixed planned, party-line answer)... I dunno.

For anyone reading this... flag the issue through the support portal - no other avenue in the first instance. If Iris can't help - and assuming the issue is identical to that in the OP - I'm happy to DM you my case reference number for Iris to compare it to.

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Replying to DKB-Sheffield:
neand
By neanderthal
29th Mar 2024 11:07

thanks but too late - i've headed for other seas now!

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