Troubleshooting
Basic steps to resolve simple issues.
Clear your browser cacheYou can clear your browser cache and cookies to resolve any failed to load error.
Traffic light system has one red lightIf traffic light system has one red light, you need to immediately take action.
Employees with gmail email addresses not receiving emails from the systemIf you have employees with gmail email addresses that are not receiving emails from the system, there is a workaround.
Migrate section employees to clockIf employees aren't showing on the clock hardware you need to migrate section employees to clock.
Enable leave accrual tab on the systemYou can enable the leave accrual tab on the system in a few easy steps.
The system prompts employees to clock in again when they try to clock outIf employees are prompted to clock in again when they try to clock you, you need to check your system settings.
Sections without sales or clock in data populated in the rotaIf you have a section that has not received any clock in data from our provider, you'll need to contact us.
New starter wizard missing identification tabIf the identification tab is not appearing on the wizard, you can resolve this in a few easy steps.
Unable to click on the add section buttonYou can click on the add section button only if you have the correct permissions.
Holiday stats widget displaying terminated employees and incorrect absence statisticsIf the holiday stats widget is displaying terminated employees and incorrect absence statistics, you'll need to contact us.
Incorrect accrual shown when running a holiday reportIf you have incorrect accrual shown when running a holiday report, you can resolve this in a few easy steps.
Cannot delete a candidate from the recruitment portalIf you can't delete a candidate from the recruitment portal, you'll need to contact us.
Rota variable showing a currency symbol when set to a numberIf your rota variable is showing a currency symbol instead of an integer, check the system settings.
Leave accrual weeks out of sync with absence periodYou can see an issue where the week numbers do not match up correctly with the absence period weeks.
Can't run the carry forwardIf you can't run the carry forward process as absence period showing already run, you need to check the carry forward process.
Can't link a sickness after 7 daysIf you can't link a sickness after 7 days, you need to check your settings.
Incorrect holiday round upIf you report incorrect holiday round up, you can resolve this in a few easy steps.
Biometric scanners show incorrect hourIf your biometric scanner shows incorrect hour, you'll need to contact us.
Employee numbers are being reused, changing sequenceIf you have added a new starter on the system but the employee number already exists, you'll need to contact us.
Unable to unlock an employee's accountIf you are unable to unlock employees accounts, you can easily resolve this.
Unable to see leavers or terminated employees on the systemYou can see leavers or terminated employees on the system, in a few easy steps.
Employees clocked out but no times are showing on the rotaIf some employees have clocked out but their clocked-out times aren't displaying on the rota, you'll need to contact us.
Red crosses within the employee salary screenIf you have red crosses showing within the employee salary screen, you can resolve this in a few easy steps.
Terminated employee's receiving payslip notification emailsIf a terminated employee has received an email notification regarding payslips being uploaded, you need to check the tax year and period.
Shift data not sending to PayWise+An employee has worked shifts on completed days, but nothing is showing in early pay for them you need to check several things.
Re-add missing employee on a rotaIf you have a missing employee on a rota, follow this article to resolve this issue.
Employees have clocked in on the incorrect employmentIf your employee has clocked in on the incorrect employment, you'll need to contact us.
Employee document count doesn't match the listed documentsIf your employee document count doesn't match the listed documents, you need to check several things.
Employee's documents not displaying on all employmentsIf the employee's documents are not displaying, you need to check how the documents are added.
Employee missing P60If an employee is missing P60, this could be due to several reasons.
Greyed out menu iconsIf certain menus are greyed out when going on an employee's record, you can resolve this in a few easy steps.
An employee's terminated employment show before their current employmentIf an employee's terminated employment show before their current employment, you can resolve this in a few easy steps.
Unable to find employee with payroll number PayWise+ errorIf you're unable to find employee with payroll number, you need to check the system for duplicates.
Unable to borrow a pending leaver on to a rotaIf you're unable to borrow a pending leaver on to a rota, you need to check his leaving date.
Self-service meetings won't loadIf the self-service meetings don't load, you can resolve this with help of this article.
Section not showing on employment correctlyIf section is not showing on employment correctly, you need to check the end date.
Secondment not reverting backIf the secondment is not reverting back, you'll need to check the secondment date.
New starters cannot loginIf new starters can't login, you need to check your system settings.
Employee isn't showing on some closed rotasIf you have an employee that isn't showing on some rotas, you can resolve this in a few easy steps.
Unable to include employees on the claim form using the add employee buttonIf you are unable to include employees on the claim form using the add employee button, you need to check the section id.
Unable to add tronc on a specific dateIf you're unable to add tronc on a specific date, follow the advice within this article.
Unable to add holiday in next leave periodIf your employees are unable to add holiday in the next leave period, you need to check a few things.
Outstanding notification doesn't loadIf you have an outstanding notification which doesn't load, you'll need to contact us.
Birth certificate asking for passport and visa expirationIf the system is asking for a passport expiration and visa expiration when entering a birth certificate, you can easily resolve this.
ATS onboarding wizard showing a blank profile tabIf you are unable to onboard or approve employee from ATS, you can easily resolve this.
The un-terminate button doesn't workIf the un-terminate button doesn't work, you'll need to contact us.
The system does not allow foreign post codesIf you need to add a post code outside of UK, you'll need to contact us.
No option to add bank details in the onboarding wizardIf you are unable to add bank details when onboarding an applicant, you need to check if your settings are correct.
Biometric clock turns off and it's unresponsiveIf your biometric clock keeps turning off and is unresponsive there might an issue with the device and might need replacing.
Vacancy no longer showing within the list of all vacanciesIf your vacancy is no longer showing within the list of all vacancies, you'll need to contact us.
The link for the system is appearing incorrectly in emailsIf the link for the system is appearing incorrectly in emails, you can resolve this in a few easy steps.
An addition to basic pay not processed to payrollIf any recent pay changes haven’t reached payroll, contact us.
Document isn't visible in self-service and doesn't need acknowledgementIf a document isn't showing in an employee's self-service, you can resolve this in a few easy steps.
The accrual for an hourly paid employee is incorrectIf your hourly employee's leave accrual is incorrect, you can resolve this in a few easy steps.
A change made has not reflected on the rotaYou can update changes that didn't pull through on the rota for an employee, in a few easy steps.
Incorrect national insurance number on new starters profileIf you have entered a national insurance number for a new starter incorrectly, you can resolve this in a few easy steps.
Documents uploaded to the incorrect employeeIf you have a document uploaded to the incorrect employee and you're not able to delete it, you need to contact us.
Wage cost not splitting across the week for salaried employeeIf the wage cost not splitting across the week for salaried employee, you'll need to check their shifts.
Duplicate employee numbers created in the systemWe have created some new employments and there has been some duplication of the system generated employee numbers.
Since the migration, sites are unable to clock inIf the sites can't clock in, you need to check the clocking in system.
Employee background check displaying red lights in diagnosticsA red traffic light on an employee profile may indicate an upcoming background check expiration.
The new starter wizard is skipping over a tabIf the new starter wizard doesn't let you enter details in one of the tabs, you'll need to check your system settings.
A posted vacancy has not appeared on recruitment siteIf a vacancy is not appearing on recruitment site, you can easily resolve this.
Erecruit vacancies not showing on pageIf eRecruit vacancies are not showing on page, you need to check how they are set up.
Second level approver is not receiving the notifications after being approved by the first approverIf the second level approver is not receiving the notifications, you'll need to check the permissions.
Agency staff clock in optionAgency staff cannot clock in Access People Hospitality.
Some section groups are not appearing in the organisation structureIf some section groups are not appearing in the organisation structure, this could be due to several reasons.
System rejected an applicant with a job offerIf a vacancy closes before the provisional offer is accepted, the system will send rejection emails to all other applicants.