Troubleshooting: Employee Record Not Showing in Payworks

Problem:

Employee record(s) is not showing in Payworks after Send to Payworks button in Connect was clicked.

Solution 1

1. In Connect, click the Send to Payworks button in the ribbon of the Employee's File again
2. Wait for 1 minute
3. In Payworks, check if the Employee Record is showing up

Solution 2

1. Go to your Inbox
2. Look for the no-reply@payworks.ca email
   - Subject lines start with [Payworks ID] - Payworks Import Report...
3. In the email body, review each line item in the table for any status saying Failure / Échec:
   

   Payworks Message	Action
   Invalid data column. CellPhone has invalid data entry.	Correct the Cell Phone number in the Employee file in Connect
   Invalid data column. PrimaryPostalCode has invalid data entry	Correct the Postal Code in Employee file in Connect
   An error occurred while creating the employee.	Contact your Payworks CSR for an explanation of the error Correct the issue in the Employee file in Connect
   An unexpected error occurred. Please contact support.	Contact your Payworks CSR for an explanation of the error Correct the issue in the Employee file in Connect

   
   
4. In Connect, click the Send to Payworks button in the Employee file again
5. Wait for 1 minute
6. In Payworks, check if the Employee Record is showing up

Solution 3

1. Send a ticket to support@bigchip.ca and include the information below, if the solutions mentioned above didn't resolve the issue.
   
   
   Company: 
   Payworks ID: 
   Employee Name:
   Payworks Message: