How to use this page
Find the symptom, read the usual cause, and follow the link to the article that explains it. When a message is shown, search a few of its words in Messages you may see. Most of these are setup steps, so Setup checklist: before the first employee, leave request and pay run is the first place to look.
Two worked cases
Employees and hiring
| What you see | Usual cause | What to do |
|---|---|---|
| There is no Add button on the employee screen | By design: employees are added from the hiring process or by import | Use Hire: offer, candidate profile, appointment and conversion or Import (The employee record) |
| A candidate did not get the offer email | The email on the offer is wrong, or the mail was held back | Check the email, then Resend the offer letter link (Hire: offer, candidate profile, appointment and conversion) |
| Converting a candidate is refused | The code, email or user name already belongs to someone, or your company has reached its number of users | Use different values, or free a user |
| An employee cannot be found in a list | The employee is inactive, not in working status, or in another branch | Check Work status and branch (The employee record) |
| Saving payroll details is refused because of a bank account | The account number is already on another employee | Correct the number (An employee's payroll details) |
Attendance
| What you see | Usual cause | What to do |
|---|---|---|
| An employee has no attendance at all | No shift is assigned for that weekday, or the device user id is missing | Employee shift and the Device user id (Shifts: the shift, its roster, employees and overrides, Attendance devices and RFID cards) |
| A punched day shows Absent | The punch has not arrived or been processed yet, or the employee is not in a shift for that date | Wait for the next processing; check the shift (How attendance is recorded) |
| A day shows Missed though the person was on time | The shift times, the grace minutes or the device clock are off | Compare the punch with the shift and the Attendance configuration |
| A manual entry is refused | The day already has an entry, or a whole-day leave covers it | Edit the existing entry, or cancel the leave (Manual timesheet) |
| A night shift lands on the wrong date | The roster's start and end times do not show a shift across midnight | Check the roster (Shifts: the shift, its roster, employees and overrides) |
Leave and requests
| What you see | Usual cause | What to do |
|---|---|---|
| An employee cannot choose a leave type | The year has no leave rule for their job type and that type | Add the rule (Set up leave types and rules) |
| "Leave facility exceeded" | The days asked are more than the rule's days plus the balance | Reduce the request, or add an opening balance (How leave works: types, rules, balance and carry-forward, Opening leave balances) |
| A leave request is refused because of attendance | An attendance record already exists on a whole day of it | Remove the record, or ask for half days |
| A leave cannot be cancelled | It has already started | Ask HR |
| A manager sees no requests | The employees have no reporting person and the department has no manager | Set them (Who approves what) |
| Approving leave fails | An attendance record now exists on a day of the leave; or every paid leave approval is refused as "leave facility exceeded", which is a known fault | Check the attendance; otherwise tell support (Approve or reject leave) |
| An overtime request is refused | Dates are outside the attendance year, overlap another request, or are over the daily limit | Correct the request (Overtime: request, approval and payment) |
| An office visit request is refused | No numbering series for office visits, or an overlap | Add the series on Document numbering (Office visit requests) |
Payroll
| What you see | Usual cause | What to do |
|---|---|---|
| An employee is not on the pay run list | Not in working status, no basic salary, no tax rule for the fiscal year, already has a payslip for the period, or joined after the period | Run the month's payroll |
| "For this post salary not set till" | No salary for the designation, or no salary on the employee | Designation salary and grades |
| "Income tax rule not set" | The fiscal year has no tax rule for the employee's group (single or married) | Tax rules: slabs, discounts, rebates and relief |
| The pay run says nobody can be paid | All selected employees already have a payslip, or none qualifies | Check the list |
| An approve button is missing | The user is not a salary approver for the branch, or lacks the permission | The Approver tab on the Company page (Who approves what) |
| A payslip cannot be deleted | It is approved: delete is ignored for approved payslips | Look at the Status (Recommend, approve or disapprove payslips) |
| The tax looks wrong | Tax is projected for the whole year and depends on the slabs, reliefs and limits | Check Payroll configuration and the Tax rule; see How a payslip is worked out |
| Grade pay disappeared after Payroll configuration was saved | Saving that page switches grade pay off | Tell support (Payroll configuration) |
| SSF, or the tax of SSF employees, is missing after Payroll configuration was saved | The SSF percentages were not entered again before the save | Enter them again and save; then check one payslip (Payroll configuration) |
| A promoted employee's pay is wrong for the month of the promotion | The promotion took effect part way through the pay month | Check that payslip with your accountant before approving; tell support (Promote or transfer an employee) |
| An employee shows a medical tax discount they never claimed | A known fault in a month when someone else has a medical tax discount | Do not approve; tell support (Extra income and deduction: one-off items, PF loan, medical discount, previous income) |
| PF or CIT is not deducted | The company setting is off, or the employee's tick or CIT choice is missing | An employee's payroll details, Payroll configuration |
| A variable allowance is 0 | No rate for the month | Add the Variable allowance rate (Payroll items: the allowances and deductions you can use) |
| Overtime is missing from the payslip | It was not approved, was Bank overtime, or was approved after the pay run | Overtime: request, approval and payment |
| A loan installment is missing | The loan is not Approved, its issue date is later, or an override of 0 was entered | How loan installments and interest are taken from pay |
| A PF loan keeps being deducted | It is deducted every month until the entry is deleted | Delete the entry (Extra income and deduction: one-off items, PF loan, medical discount, previous income) |
| Posting the journal is refused or asks for a document number | No journal numbering series, or a ledger is not set | What payroll posts to Accounting, Payroll configuration |
| The journal total differs from the payslips | The journal does not carry every pay item | What payroll posts to Accounting |
| A report is empty | Wrong period or filters, or no payroll for the period | Check the filters (Payroll reports) |