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HR and Payroll platform integration error fixes

Dominic Beckham
Updated
EH Content Team

This article is relevant if you use Employment Hero's HR and payroll platforms.

There are several errors you may come across that have "Does not exist" in their names. Often these are because of a mismatch in information between the Employment Hero HR platform and Employment Hero Payroll platform. These can be resolved by making sure information matches.

Click on an error name below to learn how to fix the error:

Employee integration errors

Employee address not unique

Error

Type Feature Error Name
Import conflict Employee file Employee email address not unique

Explanation

This error occurs when an employee does not have a unique email address on your payroll classic platform, because of this, Employment Hero will not import the employee record. 

Solution

Changing the email address in the employee's file in your payroll classic platform so it is unique and then re-syncing the two platforms will resolve this issue.

Interactive steps

Click here for an interactive demo

Written steps

Resolving this error
  1. Log into Employment Hero Payroll classic platform.
  2. Click the Employee menu.
  3. Click the List submenu.
  4. Click on the employee who needs their email changed.
  5. Click the Details button.
  6. In the Email field, enter an unique email address.
  7. Click the Save button.
    Email_1.jpg
  8. Log in to your Employment Hero platform.
  9. Click the General Settings menu.
  10. Click the Add-ons submenu.
  11. Click the Actions button.
  12. Click the Update button.
  13. In the Employees section, click the Update from Payroll button.

    Helpful Hint

    The Employees section will now show a Updated button. This means Employment Hero has successfully imported your employees from your payroll classic platform.

Employee file does not exist

About the error

Type Feature Error Name
Import conflict Employee file Employee file does not exist on Employment Hero Payroll classic

Explanation of the error

You will encounter this error when a user's employee file only exists on Employment Hero and not on your EH Payroll classic platform.

Solution to the error

To resolve this error, you will need to transfer the employee record on Employment Hero over to your Payroll classic platform.

Transfer an employee record
  1. Click the   General Settings menu.
  2. Click the Add-ons submenu.
  3. Click the Actions   button.
  4. Click the   View Conflicts button.
  5. Click the Use EH Data button. 
Employee exists on both Employment Hero HR and Employment Hero payroll

Error

Type. Feature. Error Description.
Import conflict. Employee File. Employee exists on both Employment Hero and Employment Hero payroll classic.

Explanation

This error occurs when the employee exists on both your Employment Hero and Payroll classic platforms, and they are using the same unique identifier i.e. both records are using the same email address.

Solution

You can resolve this error by opting to use either your Employment Hero Payroll classic or Employment Hero employee data.

Warning

If you opt to use your Employment Hero Payroll classic employee data, then it will overwrite the data stored within Employment Hero. The same logic applies if you choose Employment Hero data over the information stored within your payroll classic platform.

Solution one: Using Payroll classic platform data
  1. Click the   General Settings menu.
  2. Click the Add-ons submenu.
  3. Click the Actions   button.
  4. Click the   View Conflicts button.
    Showing the Add-ons page with the Actions button followed by the View Conflicts button highlighted.
  5. Click the Actions   button.
  6. Click the   Use Employment Hero Payroll Data button.
    Showing the View Conflicts page with the Actions button followed by the Use Employment Hero Payroll Data button highlighted.
Solution two: Using Employment Hero data
  1. Click the   General Settings menu.
  2. Click the Add-ons submenu.
  3. Click the Actions   button.
  4. Click the   View Conflicts button.
    Showing the Add-ons page with the Actions button followed by the View Conflicts button highlighted.
  5. Click the Actions   button.
  6. Click the   Use EH Data button.
    Showing the View Conflicts page with the Actions button followed by the Use EH Data button highlighted.

Pay category, schedule and rate errors

Pay category does not exist

About the error

Type Feature Error Description
Import conflict Pay Category Pay category does not exist on Employment Hero payroll.

Explanation of the error

This error occurs when a pay category does not exist on your Employment Hero (EH) Payroll classic platform. When your EH HR platform encounters this issue, it will automatically disable the affected pay category.

Solution to the error

You can resolve this error by adding the pay category to your EH payroll platform and then updating the data stored on your EH HR platform.

Interactive steps

Click here for an interactive demo

Written steps

How to resolve the error
  1. Log in to your Employment Hero Payroll platform.
  2. Click the   Business Settings menu.
  3. Click the Payroll Settings submenu.
  4. Click the   Pay Categories button.
  5. Click the   Add button.
    Pay_Category__UK__1.jpg
  6. Enter the pay category name and click the Save button.
    Pay_Category__UK__2.jpg
  7. Complete the following fields:
    • Name
    • Units.
    • Penalty-loading

    Important

    We will add the penalty loading amount on top of the base rate and the loading rate.

    • 52-week average
    • PAYE-exempt
    • Exempt from national insurance
    • Employee pensionable
    • Accrues leave
    • Hide units on pay slip
    • Employer pensionable
    • Net payment
    • External ID
    • Rate precision
    • NMW/NLW calculation

    Helpful Hint

    You can click the   Add Linked Category button to link pay categories together. When linking a pay category to a base pay category, you only need to specify the base rate for the employee and it will automatically calculate the rate for the linked pay categories.

  8. Click the Save button.
    Pay_Category__UK__3.jpg
  9. Log in to your  Employment Hero HR classic platform
  10. Click the Settings menu.
  11. Click the Add-ons submenu.
  12. Under Pay Items, click Update from Payroll.

    Helpful Hint

    The Pay Categories page will now show a   Updated button. This means the HR platform has successfully imported your pay categories from your Payroll platform.

Pay rate template no longer exists

About the error

Type Feature Error Description
Import conflict Pay Rate Template Pay rate template does not exist in Employment Hero payroll

How the error occurs

This error occurs if the pay rate template does not exist within your Payroll classic platform, and because of this, the HR platform automatically disables the pay rate template, causing this issue.

The solution to the error

Adding the pay rate template to the Payroll classic platform and then resyncing the two platforms will resolve this issue.

Interactive steps

Click here for an interactive demo

Written steps

Resolve this error
  1. Log in to the Employment Hero Payroll classic platform.
  2. Click the Business Settings menu.
  3. Click the Payroll Settings submenu.
  4. Click the Pay Rate Template button.
  5. Click the Add button.
    Pay_Template__UK__1.jpg
  6. Complete the following fields:
    • Name
    • Primary pay category
  7.  In the pay rates table, complete the following columns:
    • Enabled
    • Rate
  8. Scroll to the end of the page and click the Save button.
    Pay_Template__UK__2.jpg
  9. Log in to your  Employment Hero HR classic platform
  10. Click the Settings menu.
  11. Click the Add-ons submenu.
  12. Under Pay Items, click Update from Payroll.
  13. In the Pay Items section, click the Update from Payroll button.
    Pay items update (1).jpg

    Helpful Hint

    The Pay Items section will now show a Updated button. This means the Employment Hero platform has successfully imported your employees from your Payroll classic platform.

Pay schedule does not exist

About the error

Type Feature Error Description
Import conflict Pay Schedule Pay schedule does not exist in Employment Hero payroll

How the error occurs

This error occurs if the pay schedule does not exist within your payroll platform, leading the HR platform to automatically disable the pay schedule.

Solution to the error

Adding the pay schedule to your Payroll classic platform and then resyncing the HR and Payroll platforms will resolve this issue.

Interactive steps

Click here for an interactive demo

Written steps

How to resolve this error
  1. Log in to Employment Hero Payroll.
  2. Click the Business Settings menu.
  3. Click the Payroll Settings submenu.
  4. Click the Pay Schedules button.
  5. Click the Add button.
    Schedule__UK__1.jpg
  6. Complete the following fields:
    • Name
    • Frequency
      • Weekly
      • Fortnightly
      • Monthly

    Important

    Selecting the monthly frequency option will display the Monthly Payment Mode option. This is used to calculate an average number of hours per month for employees with advanced standard work hours setup, as opposed to paying for the specific hours per month based on the number of days in the month.

      • Four weekly
      • Quarterly
      • Annually
    • Included employees
    • Pay slip message
    • Pay run warnings
    • Pay run finalisation settings
    • Pay run automation
  7. Click the Save button.
    Schedule__UK__2.jpg
  8. Log in to your  Employment Hero HR classic platform
  9. Click the Settings menu.
  10. Click the Add-ons submenu.
  11. Under Employment Hero Payroll, click Action, then Update.
  12. Under Pay Items, click Update from Payroll.
    Pay items update (1).jpg

    Helpful Hint

    The Pay Schedule section will now show an Updated button. This means the HR platform has successfully imported your pay schedules from the payroll platform.

Leave integration errors

Leave allowance template does not exist

Error

Type Feature Error Description
Import conflict Leave Allowance Template Leave allowance template does not exist on Employment Hero payroll classic

Explanation

This error occurs if the leave allowance template does not exist within your payroll classic platform, because of this, Employment Hero automatically disables the leave allowance template, causing this issue. 

Solution

Adding the leave allowance template to your payroll classic platform and re-syncing the two platforms will resolve this issue.

Interactive steps

Click here for an interactive demo

Written steps

Resolving this error
  1. Log into Employment Hero Payroll classic.
  2. Click the Business Settings menu.
  3. Click the Payroll Settings submenu.
  4. Click the Leave Allowance Templates button.
  5. Click the Add button.
    LAT__UK__1.jpg
  6. Complete the following fields:
    • Template name.
    • Leave year should start on.
  7. Select the leave categories that need enabling.
    LAT__UK__2.jpg
  8. In the Leave Allowance section, use the override toggle switch to change the data if required.
  9. Click the Save button.
    LAT__UK__3.jpg
  10. Log in to your  Employment Hero HR classic platform
  11. Click the Settings menu.
  12. Click the Add-ons submenu.
  13. Under Employment Hero Payroll, click Action, then Update.
  14. Under Pay Items, click Update from Payroll.
    Pay items update (1).jpg

    Helpful Hint

    The Pay Items section will now show an Updated tick box.

Leave category does not exist

Error

Type. Feature. Error Description.
Import conflict. Leave Category. Leave category does not exist on Employment Hero payroll.

Explanation

This error occurs when a leave category does not exist on your Employment Hero (EH) payroll classic platform. When Employment Hero encounters this issue, it will automatically disable the affected leave category.

Important

Employment Hero does not allow you to delete the leave category while there are still employees linked to this data source.

Solution

You can resolve this error by adding the leave category to your EH payroll classic platform and then updating the data stored on Employment Hero.

Interactive steps

Click here for an interactive demo

Written steps

Resolve this error
  1. Log into your Employment Hero Payroll classic platform.
  2. Click the   Business Settings menu.
  3. Click the Payroll Settings submenu.
  4. Click the   Leave Category button.
  5. Click the Add button.
    Leave_1__UK_.jpg
  6. Complete the following fields:
    • Name.
    • External ID.
    • Leave loading.
    • Leave category type:
      • Standard.
      • Statutory sick leave.
      • Statutory maternity leave.
      • Statutory paternity leave.
      • Statutory parental bereavement leave.
    • Employee leave balance:
      • Tracked.
      • Not tracked.
    • Payment setup:
      • Basic.
      • Don't pay for the leave taken.
      • Report the earnings for the leave taken against another pay category.
      • Custom.
      • 52 week average calculation.
  7. Click the Save button.
    Leave_2__UK_.jpg
  8. Log in to your  Employment Hero HR classic platform
  9. Click the Settings menu.
  10. Click the Add-ons submenu.
  11. Under Employment Hero Payroll, click Action, then Update.
  12. Under Pay Items, click Update from Payroll.
    Pay items update (1).jpg

    Helpful Hint

    The Pay Items section will now show an Updated tick box.

Location integration errors

Location does not exist

Error

Type Feature Error Description
Import conflict Locations Location does not exist on the classic payroll platform

Explanation

This error occurs if the location (Cost Centre in Employment Hero) does not exist in your payroll clasic platform, because of this, Employment Hero will automatically disable the location, causing this issue.

Solution

Adding the location to your payroll classic platform and then re-syncing the HR and payroll platforms will resolve this issue.

Interactive steps

Click here for an interactive demo

Written steps

Resolving this error
  1. Log into Employment Hero Payroll classic platform.
  2. Click the Business Settings menu.
  3. Click the Payroll Settings submenu.
  4. Click the Location button.
  5. Click the Add button.
    Location__UK__1.jpg
  6. Complete the following fields:
    • Name.
    • Is a sub-location of.
    • Make this location available to all employees.
    • This location correlates with a record in another platform.
    • Make all sub locations report to this location.
  7. Click the Add Shift Conditions button.
    Location__UK__2.jpg
  8. Select any required default shift conditions.
  9. Click the Back to Location button.
    Location__UK__3.jpg
  10. Click the Save button.
    Location__UK__4.jpg
  11. Log in to Employment Hero.
  12. Click the Payroll Settings menu.
  13. Click the Cost Centres submenu.
  14. Click the Update From Payroll button.
    Location_5.jpg

    Helpful Hint

    The Cost Centres page will now show a Updated button. This means that Employment Hero has successfully imported your cost centres from the payroll classic platform.

    Location_6.jpg

 

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