When a pension is showing as pending and is not completing in a timely manner, there could be a couple of reasons why.
Delay Pension Submissions
This option can be found in pension settings. The setting allows a user to delay the submission of their pension for a set number of days after which the payroll is run. For example, if the pension delay was set to 3 days and the payroll was run on the 15th of the month, the pension would remain in a pending state until the 18th of the month.
You should check this setting first to see if the configured delay is the reason the pension is in a pending state.
Pension Provider Response
If you've confirmed that delayed pension settings aren't causing the pending status, the issue is likely due to your pension provider not responding to Paycircle's API call. When Paycircle submits a pension, the provider should process the data and respond with success or failure. Without a response, the pension remains pending indefinitely.
The People's Pension
There are several reasons why a submission may be held in a pending state, highlighted below.
If there's a data mismatch after receiving a submission via the API, The People's Pension will delete the submission before processing contributions, but will not respond to the API call to confirm the deletion.
For mismatching employee IDs, The People's Pension will contact the primary account contact to correct and resubmit the data.
Other mismatches, like address changes, can be processed once details are confirmed with the employer/account contact.
In both scenarios, the API call from Paycircle → The People's Pension will not have been responded to, resulting in an indefinite 'pending' loop within Paycircle. This must be resolved directly with The People's Pension and we encourage you to check for any emails from The People's Pension that may highlight the problem data.
Note: The above information was provided to Paycircle support by a representative at The People's Pension and is accurate at the time of publishing (18th December 2024).
Can Paycircle support / product cancel the pending submission for us?
No, it is not possible for Paycircle support / product engineers to cancel a pension submission once it is in a pending state. In this scenario, the pension provider receiving the submission must provide a response in order for the pending status to be cleared.