General FAQ
Q: Why don’t I see a recent update in my payroll platform?
A: Most updates won’t appear until the effective date given to us by the Record Keeper. Keep in mind, if this effective date doesn’t fall in your current pay cycle, it won’t be applied until the next pay date. Example: If your pay period ends 8-10 days before the check date, and an employee made an adjustment for 10/17, but the pay period ended 10/15, that update will appear on the next pay cycle that includes 10/17.
Q: Why didn’t the match code update when the deferral was updated?
A: In many payroll platforms, deduction codes and earnings codes are not linked. Please find the page in our Help Center specific to your payroll platform (start here) to learn how to reach out to your payroll provider for assistance.
Q: John Doe transferred divisions within our company but is populating a termination date on the Payroll Integrations file - how do I make sure they aren’t terminated on the Record Keeper side?
A: Many payroll platforms treat a transfer as a termination for that division. Please reach out to your payroll provider for alternative solutions on transfers. If necessary, we can filter off that employee from their previous division so they no longer populate.
Q: My file didn’t show up at my Record Keeper! What should I do?
A: Please submit a Support ticket and be sure to answer YES, payroll is blocked. Most likely, the file was submitted on time but something delayed the acceptance of the file on the Record Keeper side.
Q: Hours on the file are blank / We do not track hours for salary employees / My Record Keeper is saying I need to have hours on the file
A: Our system cannot report hours if they are not being recorded in payroll. Many payroll providers can offer the solution of “assumed hours” which do not affect the employee’s pay but will report necessary hours on our files. Please submit a request with your payroll platform rep to add this so we can report them for you.
Q: I ran an off cycle payroll and it isn’t showing up at my Record Keeper.
A: It is common for off-cycle or bonus payrolls to be future-dated. Most payroll platforms cannot release that data to us until the date passes. If you submit a ticket with us, we might be able to pull it manually.
Loans
Q: Why didn’t the 401k loan deduct on the effective date?
A: 401k loans usually come to us with an effective date that happens to be a check date. If your pay period does not actually include that date, it may start on the next check date. This will not put the loan in default or cause a re-amortization. Reach out to your Record Keeper if you have questions about these dates.
General
Q: Why don't you have a phone number?
A: Solving problems almost always requires us to screen-share. Therefore, we prioritize gathering information via tickets and escalating to a virtual meeting if necessary.
If you need further assistance, the best way to reach us is to Submit a Ticket so our Support team can help you!
