Who to Contact

This article goes over who should be contacted in the event of an issue with the use of the Payroll Integrations Inc. Application. 

Incorrect Data on the Payroll File Received by the recordkeeper

1. What data is incorrect? 
   • Demographic Information (Name, DOB, hire date, term date, etc): Plan Sponsor needs to update directly in the payroll system. Payroll Integrations pulls demographic information directly from the employee's profile in payroll and we are unable to edit any demographic information for them. 
   • Deduction amounts: The Plan Sponsor should reach out to Payroll Integrations Inc utilizing the "Submit a ticket" section on the left of this screen so that we can investigate the issue. Select the "Missing Contribution(s) on File Sent to Recordkeeper" option so that we can direct your question to the appropriate team. There could be a deduction code that isn't mapped in our system, or it could have not come over properly from the recordkeeper. Payroll Integrations Inc will pull in the necessary parties to fix the issue. 
   • Match Amounts: Most likely the match is either not set up properly in payroll, not assigned to employees in payroll, or not mapped in our system. 
     • The Plan Sponsor should reach out to Payroll Integrations Inc first utilizing the "Submit a ticket" section on the left of this screen so that we can investigate. Select the "Issue with Payroll File being sent to the 401k Provider" option so that we can direct your question to the appropriate team.  If pulling in the payroll company is necessary we will let the Plan Sponsor know.
2. No File Sent
   • If there was payroll run in the payroll system but it didn't make it over the recordkeeper, the Plan Sponsor should reach out to Payroll Integrations by submitting a ticket utilizing the "Submit a ticket" section on the left of this screen. Select the "Issue with Payroll File being sent to 401k Provider" option so that we can direct your question to the appropriate team.
3. Incorrect Employee Status on file
   • The Employee status is being pulled directly from payroll in most cases (there are a few payroll providers that we cannot pull status from but instead infer the status based on their hire/term dates) If the employee status is wrong, first have the Plan Sponsor check the employee's status in payroll. If is listed properly there, then reach out to Payroll Integrations Inc. via the "Submit a ticket" section on the left of this screen and select the "Issue with Payroll File being sent to 401k Provider" option so we can direct your question to the appropriate team.

Updates from the 401k Recordkeeper moving into the Payroll Platform

1. Employee deferral update is showing in the 401k system but not in payroll
   • Check with your 401k provider first to find out when they send those changes to Payroll Integrations. Most send them on a weekly or biweekly schedule so you mind not see the changes happen immediately. If they confirm that the change in question has already been sent to Payroll Integrations. Put in a ticket utilizing the "Submit a ticket" section on the left of this screen and select the "Issue with updates not showing in Payroll" option so we can direct your question to the appropriate team.
2. Employee deferral update is updating in payroll but the update is inaccurate
   
   • Put in a ticket utilizing the "Submit a ticket" section on the left of this screen and select the "Issue with updates not showing in Payroll" option so we can direct your question to the appropriate team.

For any further assistance, please submit a help desk ticket here and we will get back to you as soon as possible.