CloudPayroll | Error Handling + Pay Run Troubleshooting

The cause of this error is a payroll code in Easy Employer that is exporting to a pay element in CloudPayroll that is set as a bonus type allowance.

To resolve this issue, change the payroll code in Easy Employer that is exporting to a pay element in CloudPayroll from a bonus type allowance to another allowance type.

This error has occurred because a payroll period has not been opened in CloudPayroll. This must be done before exporting data from Easy Employer.

To resolve this issue, open the payroll period in CloudPayroll before attempting to export. Please follow the steps below.

1. Open CloudPayroll and log in.
2. Open the required organisation/company (only required if group login is used).
3. Click payroll > open.
4. Click the "Cancel" button in to top right.
5. Open the payroll period following CloudPayroll documentation/processes.

Once the payroll period has been opened in CloudPayroll, the payroll report can be exported from Easy Employer.

Please contact CloudPayroll support to resolve this issue. No action can be taken in Easy Employer to fix this error.

If there are users showing on the "import users review screen" from a different CloudPayroll organisation, it means that the connection was established to the wrong CloudPayroll login. This can happen if the wrong CloudPayroll login was used to authorise the connection. CloudPayroll requires that specific organisation logins are used for the API connection. This is necessary as CloudPayroll does not support group logins authorising the connection for more than one payroll entity.

To resolve this issue, the connection needs to be re-established to ensure the correct login is used.

1. Open CloudPayroll and log in with the group login.
2. Take note of the organisation ID.
   - Multiple browser sessions could be used to do this using incognito browsers or multiple browsers.
3. Ensure CloudPayroll has been logged out in the browser that will be used to open Easy Employer.
4. Open Easy Employer and log in.
5. Click Organisation.
6. Click Organisation Structure.
7. Select the Payroll entity that is to be connected .
8. Click Settings.
9. Click Disconnect under CloudPayroll.
10. Click Connect under CloudPayroll.
11. Log in to CloudPayroll and ensure the details a specific for the organisation that is being connected.
    - Do not use the CloudPayroll group login details.

Once re-connected, perform a user import and review user on the review screen (display toggles will assist with this process). Ensure that the correct users are included in the import.

This error can be resolved by disconnecting CloudPayroll and then reconnecting again. The steps to do this are below.

1. Open Easy Employer.
2. Click Organisation.
3. Click Organisation structure.
4. Click on the Payroll entity.
5. Select Settings.
6. Click Disconnect.
7. Click Connect.
8. Follow the prompts to reconnect CloudPayroll.

This error can be resolved by disconnecting CloudPayroll and then reconnecting again. The steps to do this are below.

1. Open Easy Employer.
2. Click Organisation.
3. Click Organisation structure.
4. Click on the Payroll entity.
5. Select Settings.
6. Click Disconnect.
7. Click Connect.
8. Follow the prompts to reconnect CloudPayroll.

This error can occur when the CloudPayroll API connection has timed out. To ensure that all data was exported successfully it is recommended that the Re-exporting payroll process be followed. Re-open the payrun in CloudPayroll and then re-export the Easy Employer payroll report.

This error occurs when an employee has taken more leave hours than they will accrue in CloudPayroll. To resolve this error, follow the steps below:

1. Open the CloudPayroll organisation.
2. Locate the user linked to the ID shown in the error message (for example, user 17).
3. Open the payroll report in Easy Employer.
4. Locate the same user from step 2.
5. Click the timesheet link under the employee's name.
6. Adjust the leave shifts so the employee does not go into negative entitlement value.
7. Finalise the payroll report.
8. Export for payroll processing.

This occurs when a user included in the payroll export has not been assigned to an award pay group. All users being exported to CloudPayroll need to be assigned to an award pay group so they are using payroll coding that is supported by CloudPayroll.

To resolve this issue, user/s will either need to be assigned to an award pay group or they will need to be excluded from the payroll export.

This occurs when there is at least one user in the Easy Employer payroll export that already exist in CloudPayroll, but their start date is set to after the period end date of the payroll export. Multiple users could be the cause of this error.

To resolve this issue, update the employee's start date in CloudPayroll. The date needs to be set to a date before the exporting payroll period's end date.

This occurs if there are pay records in Easy Employer with no cost centres assigned and you have not assigned a default cost centre to the user in CloudPayroll.
To resolve this issue you will need to update the configuration in Easy Employer so that the cost centre is generating and/or assign the default cost centre to the user in CloudPayroll. If you are assigning a cost centre to a user in CloudPayroll we would recommend referring to their help documentation if you are unsure of this process and what other affects this could have in CloudPayroll.

The error "Employee does not have hours on timesheet template" is caused by a setting in CloudPayroll.

To resolve it, access your CloudPayroll account and make the following change:

• Once the existing payroll is closed, open the next payroll manually, and make sure the timesheets setting (displayed below the dates; Timesheets - Only copy timesheets with hours) is unticked.
  
• When this payroll is closed, the setting will be remembered, and you will be able to open future payrolls using the API.

The error "Rate must be blank or zero for Unpaid Leave" can be due to a paid leave type being incorrectly set up as unpaid leave.

To resolve it, crosscheck all leave being taken in the payroll period to the corresponding pay element leave types in CloudPayroll, and ensure that paid leave types are not set as unpaid.

To resolve the "Error creating new payroll: The payroll could not be opened because the pay day da..." you will need to contact CloudPayroll support. Investigation and resolution of this issue will be handled by CloudPayroll.

This error means that an employee in CloudPayroll (with the ID number displayed right before the error message), has the wrong pay frequency and needs to be corrected in CloudPayroll. Please contact CloudPayroll support if you are unsure of what to fix.

When this error displays, but the employee(s) shown are present in both CloudPayroll and Easy Employer, the error could be due to a mismatch of the employee's ID between the two systems.

To resolve this issue please perform the following steps:

1. Open the payroll report
2. Run the export checks
3. Note the user ID that the system provided for the users presenting the error
4. Open CloudPayroll, and check the employee's ID in CloudPayroll
5. Open Easy Employer, and check the integration IDs assigned to the profiles of the user(s) presenting the error
6. Remove the ID stored in the wrong profile
7. Perform a user import and re-map users to ensure the active profile is mapped

Example

Smith, John
This user's ID in CloudPayroll was changed from 950 to 1500, and when the import of users was done, it was attached to the terminated profile in Easy Employer. To resolve it, import the users again, changing the mapping on the import users review screen to match the active profile instead.

To resolve the "Error while communicating with CloudPayroll" you will need to contact CloudPayroll support. Investigation and resolution of this issue will be handled by CloudPayroll.

If a pay run needs to re-exported, the payroll in CloudPayroll needs to be re-opened. Please follow the steps below.

1. Open CloudPayroll and log in.
2. Open the required organisation/company (only required if group login is used).
3. Click payroll > open.
4. Click "Change dates".
5. Ensure dates are correct and then click "Open a new payroll".

Once the payroll has been opened, the Easy Employer payroll report can be exported again.

If users are missing from the CloudPayroll payroll, the first thing to check is if the user has been included in the payroll export in Easy Employer.

1. Open the Easy Employer payroll report.
2. Find the user.
3. Set "Include user in payroll export" to "Yes".
4. Repeat steps for other users.

The pay run can be exported once a user has been set to be included in the payroll report. Please follow the instructions outlined above in the "Re-exporting payroll" section.

If a user has been mapped incorrectly (more than one profile exists for the same user, or the user has the incorrect details), remove the incorrect mapping that has been imported then perform an import to bring in the correct users details:

1. Open the users profile that has been incorrectly imported over.
2. Click integrations.
3. Remove the incorrect integration mapping.
4. Perform the user import.