Payroll FAQs
Here is a list of all current FAQs related to Payroll. If issue is not resolved after going through the steps in this guide, please search through Zendesk articles or have your super user submit a Zendesk ticket.
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- Why did employees not populate into a payroll cycle?
- Why are visits not included in payroll?
- Why is a premium not included in payroll?
1. Why did employees not populate into a payroll cycle?
If your organization runs payroll by employee Groups/Departments, this behavior is due to the Employee’s profile not being configured to any Groups/Departments.
To check this, go to the Employee’s profile > Demographics > then scroll down to find the Group/Department fields and check if they are populated with the Groups/Departments configured in the Payroll Period.
If not, update the Employee profile with the correct Groups/Departments. Then, re-generate the Payroll in the Payroll Period > Payroll Run & Export, by either:
- Deleting the payroll run and click “Run Payroll” for a fresh payroll run. OR
- If your payroll has already been submitted, click “Re-run” to apply Post-Period Adjustments.
2. Why are visits not included in payroll?
Case 1 - The Visit was not approved at the time payroll was run
To check this, view the Visit’s details > View Revisions > List, Note the most recent date/time the “approval_status” value was updated to “True.” Then, in the same Payroll Period > Payroll Run & Export, compare the payroll run date/time against the Visit approval date/time.
In the case where the Visit approval time is later than the payroll run time, the Visit is expected to be missed in the payroll.
To resolve this,
re-generate the Payroll in the Payroll Period > Payroll Run & Export for the visit to be accounted again by either:
- Deleting the payroll run and click “Run Payroll” for a fresh payroll run. OR
- If your payroll has already been submitted, click “Re-run” to apply Post-Period Adjustments. (Click here for a GIF on how to re-generate the Payroll)
Case 2: The Service Code that the Visit has used does not have a Pay Code attached
To check this, view the Visit’s details > Information > check if the Pay Code (Regular) field is populated.
To add one, go to Accounting > Accounting Setting > Service Codes > “Edit” the Service Code as shown in the Visit’s details > add a Pay Code to the Regular Pay Code field.
Once this is done, re-generate the Payroll in the Payroll Period > Payroll Run & Export by either:
- Deleting the payroll run and click “Run Payroll” for a fresh payroll run. OR
- If your payroll has already been submitted, click “Re-run” to apply Post-Period Adjustments. (Click here for a GIF on how to re-generate the Payroll)
3. Why is a premium not included in payroll?
Case 1 – Calculated Premiums
Calculated Premiums such as Mileage are automatically calculated and applied upon Payroll generation. If a certain Calculated Premium is missing in the payroll run, it is likely that it was not added to the Payroll Period.
To check this, go to Accounting > Payroll > “View/Prepare” the respective Payroll Period then click Check Pay Settings. The Calculated Premium needs to be listed for it to processed in the payroll run.
To resolve this, in the same Check Pay Settings tab > click “Add Premium” to add the Calculated Premium.
Then, re-generate the Payroll in the Payroll Period > Payroll Run & Export to see the Calculated Premium accounted again, by either:
- Deleting the payroll run and click “Run Payroll” for a fresh payroll run. OR
- If your payroll has already been submitted, click “Re-run” to apply Post-Period Adjustments. (Click here for a GIF on how to re-generate the Payroll)
Case 2 - Visit Premiums
If this is happening to certain visits, it could be due to the following:
1. No Premiums are attached to the visit
To check this, view the Visit’s details > Premiums > check if there are any premiums listed.
Click on the “Add Premium” button to attach Premiums to the Visit as desired.
Once this is done, re-generate the Payroll in the Payroll Period >
Payroll Run & Export to see the newly added Visit Premiums accounted by either:
- Deleting the payroll run and click “Run Payroll” for a fresh payroll run. OR
- If your payroll has already been submitted, click “Re-run” to apply Post-Period Adjustments. (Click here for a GIF on how to re-generate the Payroll)
2. The attached Premium does not have a pay code configured
If a Visit Premium is not captured in the payroll run, ensure that the Premium has a Pay Code configured.
To check this, go to Accounting > Accounting Settings > Premiums > "Edit" the respective Premium and check if a Pay Code is selected in the Pay Code dropdown.
To resolve this, select a Pay Code in the same dropdown for the Premium. Then, re-generate the Payroll in the Payroll Period >
Payroll Run & Export by either:
- Deleting the payroll run and click “Run Payroll” for a fresh payroll run. OR
- If your payroll has already been submitted, click “Re-run” to apply Post-Period Adjustments. (Click here for a GIF on how to re-generate the Payroll)
Case 3 - Employee Daily Premium
A missing Employee Daily Premium may be due to the Apply Date of the Premium not being effective during the Payroll Period.
To check this, go to the employee’s profile > Time Sheets & premiums > Premiums, note the Apply Date column of the Premium. “Edit” the Premium to update the Apply Date to be covered by the date range of the payroll period so that it is processed in the payroll run.
Once this is done, re-generate the Payroll in the Payroll Period > Payroll Run & Export to see the Employee Daily Premium accounted by either:
- Deleting the payroll run and click “Run Payroll” for a fresh payroll run. OR
- If your payroll has already been submitted, click “Re-run” to apply Post-Period Adjustments. (Click here for a GIF on how to re-generate the Payroll)
Additionally, the Employee Daily Premium can be missed in the payroll run if it was added after Payroll was run.
To check when the Premium was added, follow the steps above (i.e. go to the employee’s profile > Time Sheets & Premiums > Premiums) but this time, note the Date column of the premium.
To resolve this, re-generate the Payroll in the Payroll Period > Payroll Run & Export to see the Employee Daily Premium(s) accounted again by either:
- Deleting the payroll run and click “Run Payroll” for a fresh payroll run. OR
- If your payroll has already been submitted, click “Re-run” to apply Post-Period Adjustments. (Click here for a GIF on how to re-generate the Payroll)
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