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Table of Contents
Introduction ... 2
Setting Up A New Company ... 3
View Company Status... 5
Reset A Company ... 8
Bureau Maintenance ... 9
Select A Company ... 10
Bureau Contacts ... 12
General Messages ... 17
Company Messages ... 19
Delete a Company ... 21
Bank Maintenance ... 22
Import Salary History ... 23
Reports Access ... 28
Allow Employee Check Stub Messages ... 29
New Hire Reporting Requirements ... 31
Manual Check Printing ... 33
Business Partners ... 34
Partner Messages ... 35
Partner Contact Info ... 36
Troubleshooting ... 38
User Access ... 39
Pre-Process ... 46
Payroll Status Codes ... 52
Refreshes ... 54
Errors... 56
Contacting Payroll Associates for Support ... 57
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Introduction
Welcome to the Online Payroll System Service Bureau HELP
Feature!
This section is designed to help you support your clients. It contains a wealth of
information regarding service bureau functions, setting up new clients, and
troubleshooting common problems and errors.
Please take the time to review the topics within this section, and refer back
to them whenever you have a question about Online Payroll System.
As always, if you cannot find the answers to your questions contained within,
please contact PAI Customer Support
By Phone: (856) 231-4667
By Fax: (856) 231-4224
Via Email: support@payrollassociates.com
By Phone: (856) 231-4667
By Fax: (856) 231-4224
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Setting Up A New Company
Overview:
This screen provides instructions for setting up a new company on Online Payroll System.
Before sending a company to Online Payroll System, you must have it set up in PayChoice first. The following must be set up in order for the company to function properly in Online Payroll System.
1. The company must be setup for Departments. If the company uses Divisions, then ALL of the employees must be in a division, and all Departments must be set up UNDER the Divisions.
2. On the scheduling screen, the input method should be set to INTERNET. 3. The company must be set up for Viewchoice.
4. You must run at least one payroll in PayChoice prior to sending the company to the web. It can be an installation payroll, a zero payroll or a live payroll.
You will then need to set up the company in PC Server. The sample below shows the proper setup.
In PayChoice, create a manual refresh for this company by selecting the following from the Main Menu: D-Daily / K-Web Hosting Menu / R-Create Manual Refresh File. Once it has been created, you will need to run PC Server to send the file to the web. Please be aware that manual refreshes can take up to a few hours to post to the web, depending on the volume. The heaviest days are Monday-Wednesday, so if at all possible, you should avoid sending new clients on those days, as they will take much longer to process.
Once the company has posted to the web, you will need to log in as the Service Bureau and create an Administrator user for the company. Your client can then log in using the new username and start keying the payroll. When finished, they will submit the payroll.
The Service Bureau will then receive an email stating that the payroll has been submitted, if you have a bureau contact set up to receive the email (see further details in the Bureau Contacts help section). Once you receive the email that the payroll has been submitted, you can run PC Server to bring the payroll down from the web.
Once the file has been brought down, you need to prepare the payroll for processing by choosing the following options from the Main Menu: D-Daily / K-Web Hosting / P-Prepare Web Payroll for Processing. Then you can Enter/Run the payroll like any other payroll.
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Online Payroll System Prerequisites
For a bureau to use the Online Payroll System, they must have access to the following systems: 1. PayChoice Licensee
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View Company Status
Overview:
This section will explain how to view the Company Status for all of your Online Payroll System clients. This can be a very useful tool to aid you in determining if a client is in an error status or if you should be expecting a payroll
submission.
You should make it a practice to check the Company Status every day!!!!!
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For a complete explanation of the Payroll Status Error Codes, and an explanation of the actions
needed to correct the errors, please see the Payroll Status Codes section of the Help
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Reset A Company
OVERVIEW:
There are three types of Data File Resets that may be done during a payroll data entry session. All resets must be done by a service bureau user. To access this section, go into a company and choose Reset Company from the menu on the left. You do not need to be in the company that you are attempting to reset. You will be asked to choose the company you wish to reset from a drop down menu. Once you have identified the company that you wish to reset, you will need to decide which option is suitable for your situation. The three resets are described below.
After Submit Reset - If after the client has submitted the payroll, they realize that pay transactions, adjustments or file maintenance was forgotten, they may contact you and have a stop put on the payroll if it is not already processed. You can then make a decision to add the missing transactions over the telephone or log on to Online Payroll System and perform a After Submit Reset. This will then allow your client to start an additional payroll data entry session and complete the missing transactions. When this is done, the client will re-submit the payroll and you will delete the first submission and process the second. This function is also used at when a pre-process report has either errored out or hung in the processing. You‟ll need to do an After Submit Reset to reset the company and allow the client access to finish the payroll.
Start Over Reset - If your client is not sure of what has been entered and what has not and is completely lost, they may start over. If your client calls with this situation, you can login to Online Payroll System choose this option to flush all changes, additions and pay transactions out of the system, putting all data files back the way they were following the last payroll processing. WARNING! This option will remove ALL changes made to the payroll following the last refresh.
Delete Pay Data Reset – If the client needs to start over in data entry but does not wish to lose the employee
changes they have made to the current payroll, such as rate changes, address changes, etc., you can login to Online Payroll System and choose this option to reset the pay grid, deleting all pay data that has been entered, but leaving all employee changes made this pay period. This option will also stop the payroll submission, if it has not yet been processed by the service bureau.
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Bureau Maintenance
Welcome to the Online Payroll System Service Bureau HELP
Feature!
This section is designed to help you support your clients. It contains a wealth of
information regarding service bureau functions, setting up new clients, and
troubleshooting common problems and errors.
Please take the time to review the topics within this section, and refer back
to them whenever you have a question about Online Payroll System.
As always, if you cannot find the answers to your questions contained within,
please contact PAI Customer Support
By Phone: (856) 231-4667
By Fax: (856) 231-4224
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Select A Company
Overview:
Once in a payroll company, this option lets you easily switch to another company.
When you click on this option, the following prompt will appear:
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Bureau Contacts
Overview:
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Setting Up a New Contact
Click on the link below the list of contacts.
Fill in the appropriate information for your contact. Please note that the Title Field is a required field. You‟ll then need to decide which type of contact you are creating. In the instance below, this contact‟s information will be displayed on the Welcome and Support screens, but will NOT receive the payroll submission emails.
In the below instance, this contact‟s information will also be displayed on the Welcome and Support screens, and they
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Below is the setup for a Hidden contact. The contact information WILL NOT be displayed on the Welcome or Support screens, but they WILL receive the payroll submission emails.Page 15
When finished, click on SAVE to save the contact information. You will then have the option to add another contact or return to the list of Bureau Contacts.Page 16
Editing an Existing Contact
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General Messages
Overview:
Online Payroll System allows up to 10 messages to display on the opening company page. Up to (5) of these
messages may be used to communicate to all companies using this system and up to (5) may be aimed specifically at each company. These messages may be displayed for any from-to period and automatically start and or stop at any specific dates. Messages are commonly used to:
Add transaction or employee change reminders to the client.
Alert the client to special scheduling items they need to be aware of at the data center. Send marketing alerts on new products and services.
Company Messages and General Messages may be interspersed together based upon the 'Display Order' number you use.
Tip: Number General messages 10, 20, 30, 40, 50 and company specific messages as 15, 25, 35, 45, 55. Use the highlight switch to print a message in red, un-checked messages print in black.
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1. Enter the display order number. Message numbers 900-999 are reserved for general support instructions forall companies.
2. Enter a date to start the message display or leave blank to display at once. 3. Enter a date to end the message display or leave blank to display for ever. 4. Click on the Highlight box to display the message in red.
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Company Messages
Overview:
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Step 1
:
Select the company first you wish to add a specific message for.Step 2
:
Add the sequence, start and stop dates to automatically cycle this message. For messages toappear on the Welcome screen in red, click on the highlight button.
Step 3
:
Type your message to the client up to XX characters.Page 21
Delete a Company
Overview:
This screen will show you how to delete a company in Online Payroll System. It will not be deleted on the PayChoice side, only in Online Payroll System. When you delete the company, all users associated with that company will be deleted and all payroll information currently stored in Online Payroll System will be lost. If you accidentally delete a company, you will need to send a manual refresh to re-start the company and add back any deleted users before the company will be accessible again for payroll. Please be very careful to be sure that you truly wish to delete a
company before proceeding with the following steps!
To begin, go into any company and choose Delete a Company from the Menu on the left. You will then be asked how you wish to view the company list, either in Alphabetical or Company Code order.
Click on Get Company List to continue. You will then need to choose which company you wish to delete from the drop down list.
Once you have chosen a company, a confirmation window will pop up to ensure that you truly wish to delete this company.
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Bank Maintenance
ADDING A Bank That Does Not Exist:
To ADD a new bank follow the steps below:
1. Click on 'Add a Bank'. With a sample VOIDED check from the employees checking/savings account that you wish to add for Direct Deposit, key in the 9 digit TR/ABA# located on the bottom, center of the MICR line on the check edge.
2. If the bank exists in the Master Bank table it will be brought in and added to your company's lookup list of available banks for employee direct deposit setup. If the 9 digit number you have entered is not a valid bank number, you will be alerted. If this happens, you have either keyed it incorrectly or are looking at the wrong numeric field on the document.
3. If the bank does not exist in the Master Bank table, you will be prompted to add it. If this happens, you must also key the Bank Name. The Bank ID number will be filled in automatically. You may not DELETE banks or change bank information.
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Import Salary History
The Import Salary History function is a generic function that will import salary data from ANY company, as long as they upload the data in the required .csv or .txt format. If they are not a prior Connection client, then the following 4 steps and screen shots will not apply.
Creating the Salary History Data File for a prior Paychoice Connection client:
Import Salary History
Go to our support site www.encorepayroll.com or www.paychoiceconnection.com , and download a file called Export Rate History.
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Enter the 4 digit company code and click Okay.The file containing the company rate change history will be exported to C:\payconn\temp\.
Creating the Salary History file for non Paychoice Connection Client:
The .txt or .csv file must be manually created using the format requirements that are detailed on the links on the Import screen.
Uploading the File
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Select the appropriate field which uniquely identifies the employees in the .csv file. If this file was exported from the PayChoice Connection, select "Emp # "Page 26
You will then see a third and fourth option on the screen:For item #3, click Browse to locate the file called RateHistory-XXXX.csv, where XXXX is the client code. The file is located in C:\payconn\temp\. Click Open. This step should only be followed if the client is using the Paychoice
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For item #4, click the "upload" button.After the file is uploaded, you will see this screen:
Click the "Continue" button.
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Reports Access
Overview:
“Reports Access” (under the Bureau Maintenance Menu option) allows the bureau to control which of their client companies will see the “Custom Reports” option under “Web Reports in the left menu.
Turning off the option for a company does NOT delete any custom reports that might be built for that company; it only removes access to Custom Reports from the Client Company‟s left menu.
The defaults for the new “Reports Access” settings are as follows:
For those bureaus that already had access to Custom Reports, the default setting for all companies will be YES. (If you wish to remove access for any of your companies, you will need to change the setting to NO)
For those bureaus who did NOT already have access to Custom Reports, the default setting for all companies will be NO. (If you wish your clients to have access, you will need to change the setting to YES)
Automatically allow NEW client companies to have access to Custom Reports - If this box is checked, any new
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The bureau can control which of their clients can key employee check stub messages. If it's turned on for a company, then the employee check stub message input box will show up on the Pay Detail screen as usual. If the option is turned off, then they won't see the employee check stub message option on the Pay Detail screen.
In PayChoice, the company must use 8 1/2 by 11 check stock in order to use this feature.
Automatically allow NEW client companies to have access to employee Check Stub Msgs - If this box is
checked, any new company added will have access to Employee Check Stub Messaging. If this box is unchecked, no new company added will have access to Employee Check Stub Messaging until the bureau turns on their access manually.
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• This feature allows Service Bureaus to comply with varying New-Hire Reporting requirements mandated by the states. The Bureau can identify, on a client-by-client basis, whether the employee Address, Birth Date, and/or Phone are required or optional fields for New Hires and Rehires.
• This screen, under the BUREAU MAINT. menu item, allows the bureau to affect the settings of all their client companies at one time. To view and update the settings for just one specific client, the bureau can also access that client‟s Company Options screen.
• Client companies can view their New-Hire Reporting settings on their Company Options screen, but only a bureau-level user can update them.
• These settings apply only to employees with a Status of “New Hire” or “Rehire”. It does not affect active, inactive, or terminated employees. For example, if the Birth Date field is set as Required for a client, the client will not be required to provide Birth Dates for every active employee currently on file, but they WILL have to provide a Birth Date for any New Hire that they add.
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Suggestion for bureaus with a large number of online clients: Be aware that the settings for New-Hire Reporting
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Manual Check Printing
Service Bureaus can control, on a client-by-client basis, the ability to print Manual Checks. This is particularly important for bureaus that impound Net Pay from the client and the employee's checks are issued from a service bureau account.
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Business Partners
Overview: Some licensees have business partnerships with banks and accounting firms in which the bank/firm provides payroll services for their own clients through the licensee. In these cases, Payroll Associates gives you the option to have the bank/firm „brand‟ the OE/Online Payroll System website with their own logo/graphics/color theme, rather than the licensee‟s.
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Partner Messages
Overview:
You or your business partner may wish to communicate to Partner relationship clients differently than the way you communicate to all your clients as a whole. The mechanics of this messaging system works just like the general broadcast message system, except that it is restricted to only client that fall under the partner shown in screen center. Partner Messages and General Messages may be interspersed together based upon the 'Display Order' number you use.
Tip: Number General messages 10, 20, 30, 40, 50 and company specific messages as 15, 25, 35, 45, 55. Use the highlight switch to print a message in red, un-checked messages print in black.
ADDING A Partner Message to the Opening WEB Page:
1. Enter the display order number. Message numbers 900-999 are reserved for general support instructions for all companies.
2. Enter a date to start the message display or leave blank to display at once. 3. Enter a date to end the message display or leave blank to display for ever. 4. Click on the Highlight box to display the message in red.
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Partner Contact Info
Overview:
Some licensees have business partnerships with banks and accounting firms in which the bank/firm provides payroll services for their own clients through the licensee. In these cases, Payroll Associates gives you the option to have the bank/firm „brand‟ the OE/Online Payroll System website with their own logo/graphics/color theme, rather than the licensee‟s.
There is no functional difference within OE/Online Payroll System between a user accessing the site via the licensee‟s website and accessing it via a Business Partner‟s website. The only difference is in the banner, the color theme, and the Contacts/Messages displayed on the PCO Welcome and Support screens.
To Add a New Partner Contact:
First go into any company and choose the Business Partners menu item from the menu on the left. Then choose Partner Contacts from the submenu. A list of the current contacts set up will appear on screen.
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Fill in the appropriate information for the new contact and then click Save. Please note that the Title field is a required field.Once the information is saved, you can either add another contact or go back to the list of contacts by clicking the appropriate link.
To Edit an Existing Contact:
From the Main Partner Contact screen, click on the existing contact‟s title, highlighted in blue.
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Troubleshooting
Welcome to the Online Payroll System Service Bureau HELP
Feature!
This section is designed to help you support your clients. It contains a wealth of
information regarding service bureau functions, setting up new clients, and
troubleshooting common problems and errors.
Please take the time to review the topics within this section, and refer back
to them whenever you have a question about Online Payroll System.
As always, if you cannot find the answers to your questions contained within,
please contact PAI Customer Support
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User Access
Overview:
This section gives information regarding user access – how to set up new users, definitions of the levels of user access available, and common issues related to user access.
User Access Levels
Bureau Level User:
This is the highest level of access available to you. ONLY SERVICE BUREAU EMPLOYEES SHOULD HAVE THIS
ACCESS LEVEL!!!!! With Bureau level access, you are able to perform all of the administrative functions necessary
to service your clients – adding new users, resetting companies, resetting and unlocking passwords, checking company status and all other bureau level maintenance. Also, you automatically are granted access to all new companies that are added for your service bureau.
Administrator Level User:
Every company using Online Payroll System must have an administrator user associated with that company. The administrator user will be able to perform all functions necessary to maintain the company – including setting up other administrator and data entry users for that company, running the preprocess and submitting the payroll. They have access to all information within the company, including salary information. They have access to all departments and divisions within the company.
Data Entry Level User:
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To Set up New Users:
After logging into Online Payroll System with your service bureau login, click on the User tab to access the User screen. Click on “Add New” to add a new user.
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Editing an Existing User
To edit an existing user, click on the User tab. If you need to edit the Online Employer or Product Access for the user, click on the blue Access link next to the login. If you need to change the password for the user, click on the blue Profile link next to the login.
NOTE ABOUT USER LOCKOUTS:
If a user attempts 3 times unsuccessfully to login to Online Employer, that login will be LOCKED OUT for a period of 30 minutes. The user must either wait 30 minutes and then try again to log in, or contact the service bureau, to have the login reset. To RESET a login, click on the User tab, and then click the blue RESET link next to the login. The user will then be able to login with the correct login and password. Only bureau level users have the ability to reset logins.
Tip – create an extra bureau level login to use to unlock your SB login in the event that you forget the password and
become locked out of the system. Write it down and keep it in a safe place. If you do not have another bureau level login and you become locked out of the system, you‟ll have to call PAI to have your login reset.
Troubleshooting User Access Issues
Most times when a user is having trouble logging into the system, it is because they are missing either Online Employer access or Product access. Once you have determined that they are using the correct login and password, you should verify by checking their login under the User tab that they have both Online Employer access and Product access to their company.
For bureau levels users, if there is a company that you cannot see in your list of companies, check to see if you have access to that company under your login. You can check your own login the same as you do your clients. One tip specific to bureau level users – if you do not see the company available in the list of companies to grant access to, check the last page of the list of companies – all companies that you do not have access to are listed after the ones you have access to, so they are often at the end of the list.
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Pre-Process
Overview:
The Pre-Process report is used to preview the payroll and verify the data entry prior to submission. It is run from the last screen of the Submit process.
How to Run the Pre-Process Report:
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You should always click the LOG OUT button to being timed out. The report can take up to 15 minutes to generate, depending on the size of the company. Closing the window by using the X feature is not the same as logging out of the report. Once you click the LOGOUT button, you will receive this message:Page 48
**If the report errors out, you will receive a message that the report cannot be completed,
but you can still unlock the system. This feature was added to eliminate the need for
clients to call the Data Center because they were locked out due a preprocess error.**
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Clicking on NO, Keep Users Locked Out and return me directly to the Submit Payroll process, will take you directly to the last page of the Submit process, where you can access the report by clicking on the link as seen below:Once you click the link, you will be taken to an Employee Selection Screen.
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The report viewer will load and a sample report is shown below:Page 51
Troubleshooting the PreProcess Report:
There are a few reasons why the Preprocess report fails to generate.
First, check to make sure that ALL employees have a department number. Also if they are using divisions, then ALL employees must have a division also.
Second, it is possible that the report is timing out. First you will need to do an After Submit Reset to unlock the company, and then going forward, have your client log out of the report by clicking the LOGOUT button (don‟t just close the browser). Wait about 15-20 minutes and then log back into Online Payroll System with the same login, and the report should be ready to be displayed.
Third, if the payroll has a duplicate key error in it, the preprocess will not run. Your client will have to submit the payroll, and once it is brought into PayChoice at the SB, PAI will have to dial in to correct the duplicate key. You can then run the preprocess at the SB and fax it to the client for review before processing the payroll.
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Payroll Status Codes
Overview:
This section explains the Payroll Status Codes that you find when you View Company Status. The instructions for viewing the status of all of your companies are found under the View Company Status section of the Help
documentation. Online Payroll System has a series of status codes that will help you to identify the current status of any of your companies, and also will show you which companies may be in error status. This section will explain the meaning of the codes, and also advise how to correct companies that are in error status.
Normal Payroll Status Codes:
Ready for payroll Data Entry following Payroll Refresh (201)
This means that the payroll has been processed in PayChoice by the Service Bureau, and the payroll refresh updated to the web. The client can now begin keying the next payroll.
Payroll data update to SQL database completed (202)
This code indicates that a manual refresh has taken place, and the company‟s database has been completely updated. The client can begin keying the next payroll.
Ready to RUN Pre-process Preview Report (203)
This means that the Preprocess Preview Report has been run and can now be seen under Web Reports.
Submit Payroll process was started on XX/XX/XXXX [time] by XXXXXX
This indicates that the client has submitted the payroll. The date, time and the user that submitted are all noted in the status code.
PayChoice Data Center in control of pay data – No WEB access (302)
This code indicates that the service bureau has pulled down the payroll file and is processing the payroll. Until the payroll refresh is posted to the web, no changes may be made to employees or the pay grid.
Calculating Employee Pays for Preview (304)
This means that a preprocess preview is being generated for the company.
Writing Payroll and Company files for PayChoice (-103)
This code indicates that a refresh is currently taking place for the company.
Full Company Refresh (-109)
This means that a manual refresh is taking place for the company.
Request a Company Payroll Process (2)
This indicates that the request to submit a payroll has been initiated. At times, a company will remain in this status if the request is never picked up by the system. If a company stays in this status for longer than 15 minutes, it is most likely stuck. When that occurs, you will need to do an After Submit Reset for this company and re-submit the payroll.
Request a Company Reset Processing (4)
This code means that a reset has been initiated for this company and the system is in the process of resetting the company. When it finishes, the client will be able to access the company.
Error Payroll Status Codes
:
Error Reading Processed Payroll data from PayChoice engine (-1105)
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Refreshes
Overview:
Recent additional dedication of resources to the processing of refreshes has dramatically
increased the speed in which refreshes are processed. Most refreshes occur almost
instantaneously, even on high volume days!
Facts you should know:
1. After every payroll, for every web payroll client, PayChoice automatically creates a „Payroll Refresh‟ file that PCServer uploads to the web for processing. That „Payroll Refresh‟ is ONLY processed if it is one Run/Rerun number greater than the last refresh sent up and it adds to the data that is already there, including the current pay run‟s check history. Also, the internal web Status MUST be set to a „PayChoice Data Center in control of pay data-No WEB access (302)‟ in order for the „Payroll
Refresh‟ to run successfully. IF THE STATUS IS ANYTHING OTHER THAN NORMAL, THE PAYROLL
REFRESH WILL NOT PROCESS.
2. On the Daily WEB Payroll Hosting screen in PayChoice you can also „Create A Full Refresh File‟. This used for setting up new companies and should be done a couple of days prior to their web payroll training and first live run. You will hear our support staff refer to this as an „Overwrite‟ or „Manual
Refresh‟.
This refresh is also uploaded to the web via PCServer but it may take longer to process than a Payroll
Refresh because it contains ALL of the check history you have in PayChoice for that company and it
completely replaces the client master file on the web instead of adding to it.
Setting up some new Branch Procedures:
1. When putting up a new company for the first time, do it a day or two ahead of when the client is going to be trained on the WEB.
2. If a client calls after they have received their payroll back and tells you they don‟t see the refreshed file on the web, check the status of the company using the View Company Status menu item. If the client is in a „302‟ status, that means that the refresh that was created never attempted to post to the web. In this case, you should check your PC Server setup to make sure that the client is not marked „Inactive”, and then send a manual refresh to the web. If they are in an -1105 or -1109 status, that means that the refresh errored out while trying to post. You should first do a Start Over Reset, which forces the refresh to try to post again and many times will correct the issue. Once you have done that, you must verify that the process numbers in Online Payroll System match those in PayChoice. If they do, your client can start data entry. If they do not match, or if you cannot access the company after the reset, you‟ll
need to send a manual refresh to the web.
THE NUMBER ONE THING THAT YOU CAN DO TO KEEP TRACK OF THE
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entry.
What is Payroll Associates doing to help with Online Payroll System throughput?
1. Monitor and Increase WEB Bandwidth as required, in a financially responsible way. Remember, nobody can afford to staff for Tuesdays and Holidays all the time. NOT EVEN YOU. This is a business of peaks and valley‟s.
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Errors
Overview:
This section details the most common errors and problems in Online Payroll System and gives you troubleshooting guidelines to follow before calling Payroll Associates for further assistance.
User Access
“Error saving changes. Changes not saved” This error occurs when trying to add a new user to a new company. It means that the manual refresh file did not correctly post to the web, and you will need to send another manual refresh before you can add the user.
“Client can not log into Online Employer” Check the Online Employer access to verify that the user has OE access. Verify login and password.
“Client can log into OE, but cannot see their company” Check the Product access to verify that the user has product access to their company.
“Client has been locked out while trying to login” Client will either need to wait 30 minutes for the login to reset, or the SB can reset the login. Verify login and password.
Pre-Process Report
“Report never finishes” This is likely due to the client not utilizing the LOGOUT button to exit out of the report. Simply closing the browser window does not LOGOUT of the report and will cause the report to time out. Always attempt to run the preprocess report at the service bureau if your client is having trouble. If you are successful at the SB, verify that the client does not have pop up blockers running, and that they are logging out of the report in the correct manner.
“It takes too long to create” The amount of time that the pre-process takes to create depends on 2 things –the size of the company and the amount of volume that day. Be aware that clients processing on Mondays and Tuesdays can experience delays in the creation of the preprocess, especially midday. If the client is a large company, they will likely always experience a longer creation time. We are looking at ways to speed up the preprocess, especially for larger companies.
Company Status Error Codes
Error importing Full Company Refresh files from PayChoice (-1109) This means that a manual refresh trying to
post for this company errored out. First do a Start Over Reset, and if that does not fix the error, send another manual refresh to the web. If after that one posts, the company is still in this error status, contact PAI for further instructions. Do not send another refresh before calling PAI.
Error Reading Processed Payroll data from PayChoice engine (-1105) This means that a payroll refresh trying to post for this company errored out. First do a Start Over Reset, and check to see if the run numbers in Online Payroll System and Paychoice match. If they do, your client can begin data entry. If they do not match, you must send a manual refresh to the web to correct the run numbers. If the manual refresh errors, out, contact PAI for further instructions.
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Contacting Payroll Associates for Support
When it is necessary to provide your client support on the Online Payroll System product and you have been unable to find out the answer from your online and printed technical documentation sources, please contact PAI Customer Support for further assistance.
By Phone: (856) 231-4667
By Fax: (856) 231-4224
By Email:
support@payrollassociates.com
Help us Help you!!!!! Tips to remember when contacting support:
Please remember to always include the company code of the client that you are calling about when you contact Support.
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Frequently Asked Questions
Q – How long should payroll refreshes take?
A - Payroll refreshes generally take a minutes to process. We have recently dedicated additional resources to the processing of refreshes and full refreshes, and as a result, most refreshes will process within a few minutes. If it has been longer than 30 minutes, and you don‟t see the refresh post, please call to inquire the status, as it is likely that the file errored out. Always remember to include the company code when calling. DO NOT AUTOMATICALLY SEND A MANUAL REFRESH!
Q – Why can‟t I just send a full refresh if I don‟t see it?
A - Full refreshes and payroll refreshes process on different servers. You will normally cause the files to error out by sending both a full refresh and a payroll refresh, because if the full refresh posts before the payroll refresh, the run numbers will not be correct. You will then have to send another full refresh and WAIT AGAIN for the file to post.
Q- What do the errors mean that Payroll Associates have been notified?
A – These errors relate to a specific page accessed on the web. Normally, you should have the client try again. If the error continues, it could be invalid data, such as an incorrect hire, term or birth date or data in the import file is in the wrong layout. If the client continues to get these errors, please call, email or fax Customer Support for further instructions.
Q – Why can‟t my client run the Preprocess?
A – There are a few reasons why the Preprocess report fails to generate.
First, check to make sure that ALL employees have a department number. Also if they are using divisions, then ALL employees must have a division also.
Second, it is possible that the report is timing out. First you will need to do an After Submit Reset to unlock the company, and then going forward, have your client log out of the report by clicking the LOGOUT button (don‟t just close the browser). Wait about 15-20 minutes and then log back into Online Payroll System with the same login, and the report should be ready to be displayed.
Third, if the payroll has a duplicate key error in it, the preprocess will not run. Your client will have to submit the payroll, and once it is brought into PayChoice at the SB, PAI will have to dial in to correct the duplicate key. You can then run the preprocess at the SB and fax it to the client for review before processing the payroll.
Lastly, always check to see whether you can run the preprocess from your location, to eliminate any workstation issues that your client may be having. If you can successfully run the pre-process from your location, then the client will be able to view it under Web Reports. If you and your client continue to have trouble with the Preprocess, please call, email or fax Customer Support for additional instructions.
Q – I sent a refresh file and then a full refresh (overwrite) because I wanted the overwrite to cancel out the payroll refresh. Now my client can‟t get into the payroll?
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send another full refresh out to update the system.
Q – My client cannot access the website.
A – Disable ALL pop-up blockers. Some toolbars, like those from Yahoo and Google have them built in. Then update the Internet Options\Privacy Tab-Website to allow www.PayChoiceonline.com and
www.onlineemployer.com . Also on the General Tab\Settings, check for newer version of stored pages –
Every visit.
Q – Why do we get “Page Cannot Be Displayed”?
A – You or the client may be blocked by our firewall. Go to www.whatismyipaddress.com to get the IP address of the machine that cannot access the site, and call, fax or email it to Customer Support so that we can check to see if it‟s blocked. This can also mean that the services are not running and may need to be reset. Always call or email support when you receive this message, and please be specific in the information you provide – what the client was attempting to do, any error messages displayed and A COMPANY CODE. If you receive this message while trying to run the Preprocess, please let us know. We will know immediately that the services need to be reset.
Q – I cannot get extra earnings amounts to appear on the timesheet.
A – Extra earnings must first be setup in PayChoice, and must be defined in the first 5 columns on the timesheet. You cannot have more than 5 extra earnings amounts setup.
Q – A client set up a new employee and is grayed out on the paygrid and could not access the employee.
A – This is due to a template being set up. When a template is set up they need to click on the “T” to access the template. If they don‟t need the template they need to remove the information.
Q – I made a salary change and the new salary was not paid.
A – After making the salary change on the employee you MUST also make the change on the paygrid and save your changes.
Q – Why does “DO NOT PAY” appear on the paygrid next to employees?
A – The “DO NOT PAY” happens when the employee is paid and then the client chooses not to pay the employee or zeroes out the pay. To pay the employee once they are marked “DO NOT PAY” you will need to go into Pay Details.
Q – I received the email indicating that the payroll was submitted, but I have not received the payroll file.
A – Most likely PC Server is not configured correctly. Review the Configuration tab in PC Server and make sure that the “inactive” box is not checked, and also make sure that the client is set up to be Web, not Remote. On the FTP tab under Configuration, set the site drop down box to “Web” and click TEST to make sure that you are connecting. If the test fails, please contact Customer Support for further instructions. If PC Server appears to be configured correctly, please call, email or fax Customer Support and include the
company code in your message.
Q – I sent the full refresh for a new company and I cannot see the company in my company list.
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Another thing to check is your access to this company under your user name. Go to the User tab and bring up your login, and click “Access”. If you do not have access to this company, it will be listed at the end of the list of companies, so click on the last page and look for the company code there. If it is not checked or you do not have bureau access, give yourself access and then save the changes, and you should be able to see the company.
