Overview:
As an user, you may view and download your playslip from the employee profile. However, sometimes issues occur which prevents the user from viewing their payslips. This guide aims to show you how you troubleshoot this issue.
TABLE OF CONTENTS
- Issue 1: Error message shows when trying to view payslip
- Issue 2: Payslip does not show up at all
- Issue 3: Payrun is still in draft status on Payroll System
Issue 1: Error message shows when trying to view payslip
This issue occurs because the employee data does not match with the data on the payroll system. There will be a popup mentioning 'There was a problem with your submission'.
Resolution to Issue 1: Resync employee profile data to payroll platform
1. Determine the affected user's company name and region.
2. Go to Payroll > Company Legal Name of affected user.
3. Click on the 'Sync Data' button.
4. It will take a few minutes to sync depending on how many employees are loaded into your workspace and you will receive an email notification whether the sync was successful or not.
5. If sync was not successful, the email notification will inform you which field is incorrect where you are then required to correct before clicking on the 'Sync Data' button again.
6. Once the sync has been successfully completed, you may check back on your user's employee profile to verify whether the payslip is now showing or not.
7. Please contact our support team for further assistance if issue still occurs after data sync.
Important note:
- If the affected user does not show up in the employee list, they may be marked as terminated. Please click on the 'Include terminated employees' slider to show terminated employees.
Issue 2: Payslip does not show up at all
This issue occurs because the payslip was not published on the payroll system.
Resolution to Issue 2: Re-publish payslip
1. Determine the affected user's company name and region.
2. Go to Payroll > Company Legal Name of affected user.
3. Click on 'Go to Payroll System' button.
4. On the payroll system, go to Payroll > Payslips, then select the right month and year.
5. Click on 'E-Publish Payslips' button.
6. There is a popup where you can select to publish the payslip on a preferred date, choose to either send or not send an
email notification and choose to either attach or not attach the payslip PDF to email.
7. You may click on the 'Choose employees' button to see which employees to publish.
8. Once you have completed the settings, click on 'Send payslips now' to publish payslips.
9. The published payslip will now be available on the employee profile.
10. In case payslips still do not show, please escalate your case to our support team for further assistance.
Issue 3: Payrun is still in draft status on Payroll System
This issue occurs because the payrun is still in 'Draft' status on Payroll System.
Resolution to Issue 3: Process draft payrun
1. On the Payroll system, look for the payrun in 'Draft' status and click on the 'View' button.
2. Process the payrun.
3. Once the payrun has been processed and payslips have been published, the payslips should show on the employee's profile.
4. In case payslips still do not show, please escalate your case to our support team for further assistance.
Still Need Help?:
Reach out to our support team should you need further assistance.
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