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Non-recurring Problem (specific Company Only)

Problem

Issues affecting only one company in your ProPay database:

  • Wages are incorrect
  • Taxes are incorrect
  • Taxable wages are incorrect
  • Other calculation errors

Understanding the Issue

Problems that occur only for one specific company (while other companies work correctly) are typically caused by user setup or data entry errors, not software bugs.

Rule of thumb

1. Affects all clients consistently: This is most likely a software bug. Submit a technical incident to Paysoft immediately so we can fix it.

2. Affects only one specific company: This is most likely a user setup or data entry error.

Troubleshooting Steps

Before submitting a technical incident, try these diagnostic steps:

1. Review what was different

Think about what was performed differently for this company compared to other companies:

  • Different setup or configuration choices
  • Unusual employee situations or wage types
  • Special tax requirements or exemptions

2. Check for field overrides

Did you override any fields during YTD entry or regular payroll entry?

Important: Overriding values computed by ProPay may cause imbalances in taxes, wages, reports, and tax forms.

3. Review deleted or altered transactions

Have you deleted or altered any prior transactions?

  • Employee paychecks
  • Tax payment checks
  • Garnishment checks

Note: Deleting or modifying prior transactions may affect taxable wages for SUI, FICA, and other taxes. If corrections are needed, go to Employer > Edit Database on the Payroll Main Menu to make them properly.

4. Check if the last payroll caused the issue

  • Was everything correct before the last payroll?
  • Can you delete the last payroll and re-enter it?

5. Review help documentation

Have you read the help screen for the specific task you're trying to accomplish? Many issues can be resolved by reviewing the proper procedure.

Getting Technical Support

If you've tried the above steps and still need assistance:

  1. Submit a technical support incident through ProPay
  2. Attach the client file
  3. Provide a detailed description of the problem
  4. Explain what troubleshooting steps you've already tried

Note: Reviewing an entire client file to find data entry errors may be performed at the user's expense upon request.

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