UPDATE 2025-01-23: No further updates from CloudPayroll, to resolve the issue the connection needs to be re-established
UPDATE 2025-01-15: CloudPayroll has advised they are still working on the issue.
UPDATE 2025-01-10 : CloudPayroll has confirmed the issue is on their side and are working on a fix. The workaround if connection needs to be restored straight away is to follow the steps below to reconnect.
Some organisations are reporting errors when trying to import users, import entitlement balances, run export checks, and this is due to the API connection issue on the CloudPayroll side.
To resolve this issue, you need to reconnect the payroll entity in Easy Employer to the right CloudPayroll company:
- Open the organisation structure in Easy Employer
- Click the payroll entity
- Click settings
- Click disconnect at the bottom
- Click connect and follow the prompts -you need to ensure you use the right API connection user that corresponds to the right company file in CloudPayroll, if you are not sure, please speak to CloudPayroll support.
- Repeat for each payroll entity
If you have any further questions on this issue, please speak to CloudPayroll support