Troubleshooting & Errors
Resolve common payroll issues and errors quickly
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".