What Causes This Problem
Pension providers like NEST maintain specific period dates for their schemes. Paycircle must mirror these dates exactly for the API connection to work properly. When there's a mismatch between:
The pension group dates in Paycircle
The period dates held by your pension provider
Employee assignments to pension groups
The pension submission gets caught in a pending scenario, preventing payroll from running.
Symptoms
Payroll cannot be processed and remains in pending status
Pension period end date reverts to the original when switching direct connection back on
System doesn't allow date changes unless pension is set to manual
No clear error message indicating the specific cause
Resolution Steps
Step 1: Check Employee Pension Group Assignments
Ensure all employees are assigned to the correct pension group that matches the period dates configured with your pension provider.
Step 2: Verify Pension Group Settings
Confirm that the pension group settings in Paycircle exactly match the period dates set up with your pension provider (e.g., NEST).
Step 3: Align All Configurations
Once you've verified that:
All employees are in the correct pension groups
Pension group settings match your provider's configuration
Period dates are synchronised
🤓 Important:
Paycircle syncs with data received via the API based on current employee setup.
The direct connection must reflect the exact same dates as held by your pension provider.
Multiple pension schemes require careful attention to ensure each scheme's dates are properly configured
Need Further Help?
If you continue to experience issues after following these steps, please contact support with:
Details of your pension schemes and their respective period dates
Information about employee pension group assignments
Any error messages you're receiving
This will help our support team provide more targeted assistance for your specific configuration.