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Frequently Asked Questions

Logging in​

I forgot my password. What do I do? On the login screen, click Forgot Password?, enter your email, and follow the link sent to you. See Logging In.

I didn't get my invitation email. Check your spam or junk folder. If it's still missing, ask your administrator to send it again.

A menu or button in this manual is missing on my screen. You probably don't have permission for it. Access depends on your role — ask your administrator. See Roles and Access Rights.

I'm working in the wrong company. You are always signed in to one company at a time. See Switching Between Companies for how switching works.

Employees​

An employee has resigned. Should I delete them? No — mark them inactive instead. This keeps their past payslips and reports. See The Employee List.

A new employee worked elsewhere earlier this year. Record their previous pay and tax from their TP-3 form so tax is calculated correctly. See Previous Employment.

Payroll​

I added a bonus after running payroll, and it's not showing. Add payroll items before running. If you add one after a run, run payroll again for that period. See Running Payroll.

An employee's pay looks wrong. Check their salary and the payroll items for the period, then look in the Audit Log to see if anything was changed.

Can I undo a finalised payroll run? It is difficult once finalised and paid. Review carefully before confirming. If you find a mistake afterwards, you usually correct it in the next period. See Running Payroll.

Leave and claims​

Approved leave isn't affecting pay. Make sure the leave was approved before you ran payroll, and that its leave type is set correctly (for example, unpaid leave reduces pay). See Setting Up Leave.

Staff member can't claim an expense. Check that the right claim type exists. See Claims.

Reports​

I need an old payslip. Choose the earlier period when producing the payslip, or open Past Payroll. You don't need to re-run payroll.

When are the government forms due? Each form has its own deadline set by the authority. Check current deadlines with the relevant authority. See Government Forms.

Still stuck?​

If your question isn't answered here, check the Glossary for any unfamiliar words, or contact your company administrator for help.