HR troubleshooting: Latest pay slip is not displayed

Introduction

This article will help HR admins looking to answer the following question from employees, Why can't I see my pay slip? We have listed the troubleshooting steps below for missing pay slips broken down by payroll platform integration.

Common pay slip display issues

Have you met the automatic payslip importing criterion?

There are certain conditions that need meeting in order for payslips to important automatically into your Employment Hero (EH) HR platform from your applicable Payroll platform. If your employee was checking for their payslip before the Employment Hero HR platform meets these conditions, they unfortunately will not see their pay slip displayed.

  Select which Payroll platform you integrated with for the relevant instructions.

EH Payroll KeyPay QuickBooks Xero MYOB

The HR platform requires three conditions to import payslips automatically from the Payroll platform. These are:

  • A finalised pay run.
  • A published payslip.
  • The paid date is within three days of the current date (three days prior and/or three days after the current date)
The HR platform will check once a day for eligible payslips.

Have you manually imported pay slips?

If the automatic conditions have come and gone and the employee in question still does not see their payslip, then you can manually import the payslips in question from your Payroll platform into your Employment Hero HR platform.

  Select which Payroll platform you integrated with for the relevant instructions.

EH Payroll KeyPay QuickBooks Xero MYOB

You can manually import payslips into your HR platform via the Add-ons feature within general settings. The steps on how to do this are:

  1. Click the General Settings menu.
  2. Click the Add-ons submenu. 
  3. Click the Actions button. 
  4. Click the Update button. 
    Payroll_4.jpg
  5. In the payslips section, click the Update from Payroll button. 
  6. Select the required pay run from the drop-down menu.
  7. Click the Import button.

    Helpful Hint

    The Payslips section will show a green Updated button once the HR platform has successfully imported your selected Payroll platform payslips.

    The HR platform might prompt you to enter your admin credentials if your Payroll platform disconnected from your HR platform because:

    • The admin has been off-boarded.
    • The admin's permissions changed to a non admins permissions.

    Ensure the account you enter has full admin permissions on your Payroll platform

    Payroll_12.jpg

Have you checked the employees' connection to Payroll is active?

If the automatic conditions have come and gone and you have also manually imported the pay run, and the employee in question still does not see their payslip, then it would be good to double check that the employee in question still has an active connection to your chosen Payroll platform.

  Select which Payroll platform you integrated with for the relevant instructions.

EH Payroll KeyPay QuickBooks Xero MYOB

You can check the employee has an active connection to your chosen payroll platform via their personnel file under the Pay Run Detail tab. The steps on how to do this are:

  1. Click the Personnel menu.
  2. Click the Employees submenu.
  3. Select the required employee.
  4. Click the Pay Details tab.
  5. Click the Pay Run Details tab.
  6. Check the employee has the Synchronise with Payroll tick box selected.
  7. Click the Save button.
    EH_Payroll_1.jpg
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