Troubleshooting payroll runs

Payroll run fails or shows errors

Symptom: When you try to run payroll, the system shows an error message or the run does not complete.

Likely causes (in order of probability):

1. Missing or incomplete employee data (bank account, tax ID, or salary rate not set)
2. Payroll period already processed (attempting to run the same period twice)
3. Chart of accounts incomplete or payroll accounts not configured
4. System permissions or data validation error

Fixes:

• Check employee records: Go to HR → Employees Open in Usystems, click each employee, and verify that salary rate, employment type, and bank details are filled in. Missing data will block the run.
• Check the payroll period: Go to HR → Payroll Open in Usystems and confirm the payroll period you're trying to run hasn't already been processed. If it has, you may need to reverse the prior run before running again.
• Verify payroll accounts: Go to Accounting → Chart of Accounts Open in Usystems and ensure that payroll-related accounts exist (salary expense, tax payable, social security payable, net payroll payable, etc.).
• Check permissions: Confirm you have permission to run payroll. Contact your system administrator if you're unsure.

When to contact support:

• Error message persists after completing the checks above
• Journal entries from prior payroll runs are missing or duplicated
• You cannot undo a payroll run

---

Payroll journal entries are missing

Symptom: You ran payroll, but the corresponding journal entries don't appear in the journal or accounting reports.

Likely causes (in order of probability):

1. Journal entries were not posted (payroll created but not finalized)
2. Viewing the journal for the wrong date range or account filter
3. Payroll run failed silently (check payroll status or logs)

Fixes:

• Verify payroll status: Go to HR → Payroll Open in Usystems and check the status of the payroll run. If the status is "Draft" or "Pending," the entries have not been posted yet. Finalize the payroll run to post entries.
• Check the journal date range: Go to Accounting → Journal Open in Usystems. Adjust the date filter to include the payroll period date. Journal entries are typically dated on the payroll end date or the date the payroll was finalized.
• Verify account filters: If you filtered the journal by specific accounts (e.g., only salary expense), you may not see all payroll entries. Clear filters to see the full set of entries.
• Review the payroll run details: In the payroll run record, check the "Entries Posted" or similar field to confirm that entries were created.

When to contact support:

• Journal entries are still missing after adjusting date and account filters
• Payroll status is "Posted" but entries don't appear in the journal
• Duplicate entries appear for the same payroll period

---

Payroll amounts don't match expected totals

Symptom: The total gross pay, net pay, or deductions shown in the payroll run don't match your manual calculations or prior period.

Likely causes (in order of probability):

1. Employee salary rates or deduction rates changed and weren't updated
2. Payroll period includes unscheduled days off or leave (affecting days worked)
3. New employee or status change in the current period
4. Calculation error in deduction or tax settings

Fixes:

• Review employee salary rates: Go to HR → Employees Open in Usystems, click each employee, and verify the monthly or hourly rate matches your current payroll. Check the "Effective From" date to ensure the rate is active in the current payroll period.
• Check leave and attendance records: Go to HR → Attendance or HR → Leave Open in Usystems and confirm that days off, vacation, or sick leave are recorded correctly for the payroll period. These reduce days worked and affect gross pay.
• Review deduction and tax settings: Go to HR → Payroll Settings Open in Usystems (if available) and verify that tax rates, social security rates, and other deduction percentages match your country's current rules.
• Compare with the prior period: Open the prior payroll run and compare employee-by-employee totals. If a specific employee's amounts changed significantly, investigate that employee's record for recent updates.

When to contact support:

• Amounts still don't match after reviewing all employee and deduction data
• Payroll totals are consistently off by a fixed percentage or amount across multiple periods
• You suspect a calculation formula error

---

Payroll cannot be reversed or undone

Symptom: You need to reverse or cancel a payroll run (e.g., because of an error), but the system will not allow it.

Likely causes (in order of probability):

1. Payroll has already been paid (cash or bank transfer completed), preventing reversal
2. Journal entries have been reconciled or locked by your accounting process
3. Payroll run is not in an editable status
4. System permissions prevent reversal

Fixes:

• Check if payroll is paid: Go to HR → Payroll Open in Usystems, click the payroll run, and check the status. If "Paid" or "Finalized," the run cannot be reversed directly. Instead, issue a correction payment or negative payroll entry in the next period (consult your payroll administrator or accountant).
• Check journal entry status: Go to Accounting → Journal Open in Usystems, find entries from the payroll run date, and verify they are not marked as "Reconciled" or "Locked." If they are, you may need to contact your accounting administrator to unlock them.
• Review payroll status options: In the payroll run record, check available status transitions. If "Reverse" or "Undo" is not available, the payroll may be too old to reverse (past a cutoff date).
• Check your permissions: Confirm you have permission to reverse payroll. This is often restricted to payroll administrators or the finance team.

When to contact support:

• Payroll must be reversed due to a system error (amounts, accounts, or employees incorrect)
• You have reversed prior payroll runs successfully but this one is blocked
• You're unsure whether to reverse or issue a correction entry