WFM UK: Payroll Troubleshooting Common Queries: Payments

Overview

This article details various troubleshooting tips and areas to check regarding issues for payments within Payroll, including payment types, pay runs, payslips and employee pay.

Payment Types

Question / Problem: Unable to Add Specific Payment Type to Employees

Please ensure that the payment type has been assigned to the relevant PAYE.

To do so:
 

• Go to Payroll > Administration > Company Setup > select Company > Assign Pay Types > assign required Payment Type(s) > Save

Question / Problem: No ‘Create a BACS File’ Option on Payrun

The pay run must be set up to be a BACS Payroll in order for this option to display.

This is set up via:
 

• Payroll > Administration > Company Setup > select Company > View Pay Basis > select the required Pay Basis > tick Is this a BACS Payroll? setting

Question / Problem: Making an Additional Payment to a Former Employee
 

• To process an additional payment for a former employee, go to the relevant pay run and select the Add Leavers option
• Once the employee has been added, add any additional payment to the employee’s Payroll Summary

Please Note: An employee cannot be added back to a pay run if their P45 has not yet been processed.


Question / Problem: Employee Payroll Summary not Pulling Through a Payment Type

This can occur if the payment types in the employee payslips have been added as one-off payments, which is why the salary is not generated each month.

To resolve, add a Payment Type for the employee which is not a one off payment.

To do so:
 

• Go to Payroll > Employees > Employee List > search for and select Employee > View Payroll Summary > Payments > Create > Add Payment Type (e.g. Monthly Salary) > Save

Please ensure that this is not one with an asterisk *, as this denotes a one-off payment type rather than a calculated one.

Payruns

Question / Problem: Payrun no longer Showing in Current Payruns

Please check that the Pay Basis has not been selected to be no longer in use. 

To do so:
 

• Go to Payroll > Administration > Company Setup > select Company > View Pay Basis > select Pay Basis > check the Not in Use? setting

Payslips

Question / Problem: Can a Former Employee Receive Payslips via Email?

Employees have a 90 day read only access to their self service record where they can access their previous 13 payslips. It is advised to encourage employees to download their payslips before the end of this period.

If the employee is set up to receive payslips via email, their final payslip is sent through to their personal email address along with their P45. If this was not received, the employer can print it out by going to:
 

• Payroll > Employees > Employee List > search for and select Employee > Employee Payroll Info > Past Payslips > Print

Employee Pay

Question / Problem: Employee Pay Not Polled through to Payroll

Submitted Rotas
This error can occur if Rotas are submitted to Payroll before an employee was attached to the Payroll, and consequently, the payments have nowhere to feed through to.


Question / Problem: Employee Changed from Hourly to Salaried but their Salary is not Showing on their Payslip

When an employee changes from shift / hourly paid to a salary, the calculated payment type must be manually added to their Payroll Summary for the first time they are paid after the change in order for it to keep re-occurring and calculating throughout the year.

To do so:
 

• Go to Payroll > Employees > Employee List > search for and select Employee > View Payroll Summary > Payments > Create > Add Payment Type (e.g. Monthly Salary) > Save

Please ensure that this is not one with an asterisk *, as this denotes a one-off payment type rather than a calculated one.

It is also advised to not add an End Date or the payment type will stop it from re-generating each pay period.


Also See

WFM - Payroll Troubleshooting Articles