If an employee encounters the above error when accessing their payslip, it can be due to several reasons.
We’ve compiled a list of possible causes for the error message and how to resolve them.
Cause 1: Print payslip indicator
The employee's Print Payslip indicator is enabled, allowing them to print their payslip instead of viewing it online.
To enable online viewing of payslips, disable the print payslip indicator by following, the steps in the relevant section below.
Portal
Click Employee.
In the Search Name field, enter the employee number.
Click View then click Tax Details.
Disable the Print Payslip toggle then click Save.
Back Office
Click CorePay then click Employee.
Click View Employee Details.
Check that the Print Payslip indicator is turned off.
If not, turn off the Print Payslip indicator then click Save.
📌Note: If the indicator is already disabled, enable it and then disable it again to refresh the payslip configuration for the employee.
Cause 2: Portal settings
The employee's portal settings may need adjustment. To do this, follow the steps below.
Sign into your portal account.
On the far-right side of the "My Pay History" section, locate the white arrow that should point downwards.
If the arrow points to the right, the portlet has been minimized.
Click the arrow to expand the view, maximizing the portlet and displaying the data.
Cause 3: View ESS Payslip indicator
The View ESS Payslip indicator is not enabled at the pay group level. To enable the indicator, follow the steps in the relevant section below.
Portal
Click Settings then click Pay Group(Classic).
From the Pay Group drop-down menu, select the appropriate pay group.
Click Next then turn on the View ESS Payslip toggle.
Click Save.
Back Office
Click CorePay then click Reference.
Click Pay Groups.
Double-click the right-arrow
icon to page 3.Enable the View ESS Payslip indicator.
Click the save
icon.
Cause 4: Employee Number
The employee username is registered under an incorrect employee number, preventing proper sync with CorePay.
To resolve this, confirm that the employee username corresponds to the correct employee number in payroll.
Cause 5: Pay group supplementary run
If a pay group is in supplementary run mode, payslips will not display because the periods are not synced.
To resolve this, ensure that the relevant pay group is not in supplementary run mode.
Cause 6: Pay method
An employee with a pay method such as "FP" may find that payslips do not display in some older versions.
To resolve this, please raise a new case online and reference the title of this article.
Cause 7: Widget
If multiple widgets are expanded, there may not be enough room to open another widget.
To resolve this, close some open widgets, then try to open the required widget.