How can I troubleshoot common payroll processing and salary payment issues in Workpay?
In this guide, we’ll cover the most frequent payroll processing and salary payment issues in Workpay, along with actionable steps for their resolution. The information is organized into common problems, causes, and their corresponding solutions for clarity.
Causes and Resolutions for Payroll Issues
1. Failed Payroll Payments
Cause: Beneficiary or account details are incorrect or invalid. Solution:
Verify the beneficiary's account details for accuracy.
Correct any errors in the account information.
Ensure that your wallet has sufficient funds, and the payroll is approved before reattempting the payment.
2. New Employee Not Appearing in Payroll
Cause: A mismatch between the employee's country/residency setting and the payroll's country. Solution:
Update the employee’s country/residency setting in their profile to match the payroll's country.
Save the updated profile.
Reprocess the payroll to ensure the employee is included.
3. Salary Processed but Not Received in Bank Account
Cause: Disbursement issues or bank-side delays. Solution:
Verify the disbursement status in your payroll records.
If funds were disbursed and not reversed, instruct the employee to contact their domicile bank to trace and resolve incoming fund issues, such as network delays, holds, or account-specific issues.
4. Refunded Salary Payments
Cause: Incorrect payment details. Solution:
Recheck and correct the payment details.
Reinitiate the payment by navigating to Payments > Add Payment Record in the Workpay app.
Note: It is unnecessary to convert the original payment to a draft before reinitiation.
5. Handling Unpaid Dues
Problem: Remaining settlement amounts are not automatically updated as unpaid dues. Solution:
Manually enter the settlement amount due in the Payment submodule.
Summary and Best Practices
Always double-check the accuracy of employee and payment details before processing payroll.
Ensure sufficient funds are available in the wallet to avoid payment failures.
Update employee profiles promptly for country or residency mismatches.
Coordinate with banks in case of delayed or missing payments to resolve external issues effectively.
Regularly reconcile unpaid dues manually if the system doesn’t reflect them automatically.
By understanding these common payroll issues and their solutions, you can streamline your payroll management process in Workpay and address discrepancies quickly and effectively.