Troubleshooting
Resolve common payroll issues and errors quickly.
By Deborah1 author27 articles
- Employee error logging in: Username not foundA user is getting an error when logging into the payslip portal: Username not found.
- User unable to log in to Paycircle via two factor authentication (2FA / MFA)User unable to log in to Paycircle via authenticator following a mobile device change. I no longer have access to my authentication device and cannot log in to Paycircle.
- Error: 'A worker with this Payroll ID already exists'A worker with this Payroll ID already exists
- Error when viewing a pay element: 'You dont have permission'
- Authentication error when linking to pension providerAuthentication error linking to pension provider.
- View and reset payroll submission failuresView and reset payroll submission failures for the current period or from the companies list.
- Error: No bell notification when tagged in a noteWhy I haven't received a notification for a note?
- Unable to turn on direct connection to pensionThe Connect directly to pension provider option is greyed out.
- Error: The amount in [EMPLOYEESCONTRIBUTIONSONALLEARNINGSYEARTODATE] must be 0.00When I submit payroll, I receive an error message the amount in [EMPLOYEESCONTRIBUTIONSONALLEARNINGSYEARTODATE] must be 0.00 if the [NILETTER] is 'X', 'C', 'S' or 'W'.
- Error: 'Submission Failed Validate: 3001'When I try to run the payroll, I get the error 'Submission Failed Validate: 3001'.
- Error: 'There are no team members. Team members will need to be added before you can run this period'When I try to close the company, I get the message 'There are no team members. Team members will need to be added before you are able to run this…
- Backdated NI refund does not show on P32 reportBackdated NI refund does not show on the P32 report.
- Alert: 'Pending updates may cause unintended tax status reversal'I can see an alert 'Pending updates may cause unintended tax status reversal'.
- Error: 'This HMRC Submission ID is already in use'I receive an error that this HMRC Submission ID is already in use when setting up a team member.
- 2FA Error: 'Incorrect code'I receive an incorrect code error message when signing in with two-factor authentication (2FA)
- Report slow performance or other performance issuesI would like to report system performance issues I am experiencing.
- Error: Unable to extend SSP schedule: "The date must be no later than..."Unable to extend an existing SSP schedule due to error message "The date must be no later than..."
- Clear browser cache and cookiesHow to clear your cache and cookies to resolve browser related issues.
- Payslip notes not showing on preview payslipsPayslip note not showing on preview payslips during payroll calculation.
- Invite to register email not receivedGuidance on how to troubleshoot if an invite to register email hasn't been received.
- Error: "You do not have access to some services"Guidance on what to do when receiving the error - "You do not have access to some services".
- Troubleshoot an importGuidance on import troubleshooting
- Error: Team member showing as incompleteGuidance on how to troubleshoot an incomplete team member
- Error: Import validation freezingGuidance on what to action if the import validation freezes.
- Overview of cookie consent - non-direct customers onlyFurther details about consenting cookies in Paycircle
- Manage cookie consent - non-direct customers onlyGuidance on how to manage cookie consent in Paycircle
- Cookie policyGuidance on the Paycircle cookie policy