CloudPayroll | Error Handling + Pay Run Troubleshooting

This guide explains known CloudPayroll integration errors that may occur during payroll export from Easy Employer, how to resolve them, and troubleshooting steps for common sync and mapping issues.

Contents

• Related Articles
• 1) Error Handling
  • i) Number of Pay Periods is required
  • ii) Unable to update timesheet, Uploading timesheets is in progress
  • iii) Employee has already been paid
  • iv) Incorrect users being imported
  • v) No users found when importing
  • vi) No records were found when importing entitlement balances
  • vii) Operation timed out
  • viii) Leave adjustment is more than total leave taken
  • ix) Problems with payroll categories or pay elements
  • x) Employee's start date is after the paid to date
  • xi) Cost centre is required
  • xii) Employee does not have hours on timesheet template
  • xiii) Rate must be blank or zero for Unpaid Leave
  • xiv) Payroll could not be opened due to payday date
  • xv) Employee does not have the correct pay frequency
  • xvi) Invalid employees in this pay run
  • xvii) No payroll found
• 2) Troubleshooting
  • i) Re-exporting payroll
  • ii) Missing user from the CloudPayroll payroll
  • iii) Resolve incorrect user mapping

Related Articles

• CloudPayroll | Integration Information
• CloudPayroll | Initial Setup + Sync

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1) Error Handling

Below are common CloudPayroll export errors and how to resolve them.

i) Number of Pay Periods is required

This error occurs when a payroll code in Easy Employer exports to a pay element in CloudPayroll set as a bonus type allowance.

To fix this, change the payroll code in Easy Employer to export to a non-bonus type allowance.

ii) Unable to update timesheet, Uploading timesheets is in progress

This means the payroll period hasn't been opened in CloudPayroll.

1. Log into CloudPayroll
2. Open the organisation (if group login used)
3. Click Payroll > Open
4. Open the payroll period

Once open, return to Easy Employer to complete the export.

iii) Employee has already been paid

Please contact CloudPayroll support. This error cannot be resolved from within Easy Employer.

iv) Incorrect users being imported

This happens when a group login authorises the connection instead of a specific organisation login.

1. Log into CloudPayroll and confirm the correct org ID
2. Log out of CloudPayroll
3. Log into Easy Employer
4. Go to Organisation > Organisation Structure > Payroll Entity > Settings
5. Disconnect and reconnect CloudPayroll using the correct login

Re-import users and check the mapping on the review screen.

v) No users found when importing

To resolve, disconnect and reconnect CloudPayroll from Organisation Settings.

vi) No records were found when importing entitlement balances

Disconnect and reconnect CloudPayroll to refresh the integration connection.

vii) Operation timed out

Retry the export. If still failing, reopen the pay run in CloudPayroll and re-export. Contact CloudPayroll support if needed.

viii) Leave adjustment is more than total leave taken

This occurs if leave shifts exceed accrued leave. Adjust the leave timesheet in Easy Employer to avoid a negative balance.

ix) Problems with payroll categories or pay elements

Assign the employee to an award pay group, or exclude them from the export.

x) Employee's start date is after the paid to date

Update the employee's start date in CloudPayroll to be before the payroll period end date.

xi) Cost centre is required

Assign cost centres in Easy Employer or set default cost centres in CloudPayroll.
See this guide.

xii) Employee does not have hours on timesheet template

In CloudPayroll, untick the “Only copy timesheets with hours” setting in the payroll screen when opening the next pay run.

xiii) Rate must be blank or zero for Unpaid Leave

Ensure leave types are correctly configured in CloudPayroll (paid vs unpaid).

xiv) Payroll could not be opened due to payday date

This must be resolved by CloudPayroll support.

xv) Employee does not have the correct pay frequency

Check and correct the employee’s pay frequency in CloudPayroll.

xvi) Invalid employees in this pay run

Confirm employee ID mappings in Easy Employer and CloudPayroll. Re-import and re-map as needed.

xvii) No payroll found

Open the first payroll in CloudPayroll before attempting the export.

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2) Troubleshooting

i) Re-exporting payroll

1. Log in to CloudPayroll
2. Open your organisation
3. Go to Payroll > Open
4. Click Change dates > Open a new payroll

Once opened, re-export the payroll from Easy Employer.

ii) Missing user from the CloudPayroll payroll

1. Open the payroll report in Easy Employer
2. Find the user
3. Set Include user in payroll export to "Yes"

iii) Resolve incorrect user mapping

1. Open the user profile in Easy Employer
2. Go to Integrations
3. Remove the incorrect mapping
4. Perform user import to re-map properly