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Resolving Payroll Integration Issues for Employees and Contractors

Updated

Available for the following HR plans: Standard, Premium, Platinum
Available for the following user access levels: Admin

In Canada, Employment Hero is an all-in-one Employment Operating System where HR and Payroll are natively integrated. This means that the HR platform is the single source of truth for your organization. Data such as employee profiles, compensation, and banking details flow automatically from core HR into the payroll module, eliminating the need to manually connect two separate platforms with different login credentials.

Because the Canadian solution is unified, there is simply one integrated Payroll solution.

Daily activity

Resolve data sync issues

While most data flows automatically, certain mandatory payroll information must be complete for a successful sync. If critical data (like a Social Insurance Number or Date of Birth) is missing or formatted incorrectly in the HR profile, it will trigger a warning on your dashboard.

  1. Click the People menu on the left-hand navigation bar.
  2. Click the Employees List submenu.
  3. Click the Payroll Issues button (located near the top of the list).
  4. You will see several tabs to help you organize issues:
    • Employee Files: Profiles missing mandatory payroll fields.
    • Contractor Files: Contractor profiles missing mandatory payroll fields.
    • Leave Requests: Requests that have not synced due to category mismatches.
    • Timesheets: Hours that require approval or have sync errors.
    • Expenses: Claims waiting to be reconciled with payroll.
  5. Select the specific error you wish to resolve.
  6. Once the data is fixed in the worker's file, click the Actions button and select Re-Sync to push the updated information to the payroll module.
Manually trigger a data refresh

If you have made bulk changes and want to ensure the payroll module has the absolute latest information before starting a pay run:

  1. Click the Settings menu icon at the bottom of the left-hand bar.
  2. Under the Security & Access Control column, click the Add-ons submenu.
  3. Locate the Payroll tile.
  4. Click the Update (or Actions Update) button to refresh the link between your HR data and your payroll settings.

Important information for Canada

One-way data flow

Employment Hero HR is your primary management tool. While payroll settings are configured in the Pay menu, employee-specific updates (like salary increases or bank changes) should always be made in the employee's HR profile to ensure they sync correctly to your next pay run.

Sync requirements and errors

Mandatory fields for sync — Employees

For an employee to sync successfully to payroll in Canada, the following fields must be completed in their profile:

  • Legal Name and Date of Birth
  • Home Address (including the Province of Employment for tax purposes)
  • Social Insurance Number (SIN)
  • Bank Account Details
Mandatory fields for sync — Contractors

For a contractor to sync successfully to payroll in Canada, the following fields must be completed in their profile:

  • Date of Birth
  • Home Address (Address Line 1, City, State, Postcode)
  • Province of Employment
  • Hourly Rate
  • Start Date
  • Cost Centre
  • Pay Category
  • Pay Schedule
  • Bank Details
  • Social Insurance Number (SIN) — required for Sole Traders. If the SIN begins with 9, an expiration date is also required.
Generic errors

Some errors cannot be resolved by updating a specific field. When this occurs, you will see the following message:

"Unfortunately, an error has occurred while syncing your employees data, please contact Employment Hero support."

This can appear for both employees and contractors and is typically caused by Canada-specific validation issues — for example, "Office Province is invalid" or "Social Insurance Number is required for a Sole Trader." To troubleshoot:

  1. Go to Settings → Add-Ons.
  2. Locate the Employment Hero Payroll tile.
  3. Click View Conflicts — this page lists any errors or warnings currently blocking your account from syncing with payroll.
  4. If the View Conflicts page is blank, return to Settings → Add-Ons and click Update in the Employment Hero Payroll tile's Actions menu.

If a worker is timing out on syncing, use the Update From Payroll button to manually trigger a refresh between eOS and KeyPay. If you see a red X screen when initiating a sync, wait one hour — the error may resolve on its own. If the issue persists, please contact our support team.

Statutory Calculations

The platform automatically handles statutory deductions—including CRA Income Tax, CPP, and EI—and applies provincial-specific rules for BC, ON, and AB.

Questions

Do I need to manage two different email logins?

No. In Canada, you use your single Employment Hero login to access both HR and Payroll tasks. Access is controlled via user permissions in Settings, Security & Access Control Permissions.

What happens if I update an address in the payroll settings instead of the employee profile?

To maintain data integrity, always update employee information in the HR Profile. Updating it elsewhere can lead to "Data Integrity" conflicts where the system may overwrite the payroll-only change during the next automated sync from the HR source of truth.

Can I see a report of all changes before I run payroll?

Yes. Use the Payroll Digest report to see a side-by-side comparison of any changes made to employee records since the last pay run. This can be found under Reports > People > Payroll Digest.

 

 

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