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iPayroll + MyHR integration - FAQs and Troubleshooting

This guide covers finetuning an integration between MyHR to iPayroll, commonly asked questions and troubleshooting.

Contents

      Integration/syncing errors

      1. What do I do if I get an email saying MyHR failed to add a new employee to iPayroll
      2. What do I do if I receive an email saying MyHR failed to send iPayroll an employee's leave?
      3. Why did a new employee's payrate not send to iPayroll?
      4. How to add and manage pay rates in iPayroll

      Leave balances

      1. Why can't annual leave start or finish on a public holiday?
      2. What types of leave can my employees request?
      3. What leave balances can my employees see?
      4. How to find and change which leave balances are visible in MyHR
      5. Can I customise what leave types managers and employees can request?
      6. Will my custom leave balances in iPayroll display in MyHR?
      7. Why can't my employee see their leave balances?
      8. Why is my employee’s MyHR leave balance different to what I see in iPayroll?
      9. Why can't parental leave be applied for in the leave feature?
      10. Can last-minute leave approved for previous pay periods still be sent to iPayroll?

      FAQs and Troubleshooting - Integration/syncing errors

      What do I do if I get an email saying MyHR failed to add a new employee to iPayroll?

      If a new employee fails to be added to iPayroll, there are 2 main causes:

      1. Settings - Something is missing in your MyHR settings that iPayroll expects for every new employee.
      2. Employee - Something about the specific employee is failing validation, such as an invalid bank account number.

      To find out what is causing an employee to fail to add to iPayroll and resolve it, follow these steps:

      1. Log in to MyHR and select the Settings icon (⚙️ top-right).
      2. Select Integrations, and then select iPayroll.
      3. Find the person in the listed people and select their name - you will go to a details page that shows the reason the person was not added to iPayroll.
      4. The reason(s) why the person could not be added to iPayroll will be listed:
        • If 'User-Defined Groups' or 'Cost Centres' are required, select Edit Settings to add a default User-Defined Group or Cost Centre to use for all new employees.
        • If not, the issue is with the person's details, so select Edit... to fix the problem with the person's details.
      5. Once the error has been resolved, try adding the person to iPayroll again:
        1. Find the person in the iPayroll list.
        2. Scroll to Available Actions and select Add to iPayroll.
        3. Select Save.

      If the issue has been resolved, the person will be added to iPayroll and linked to their MyHR account (you will see this displayed on screen).

      If the error is still not resolved, you can work around this by adding the new person directly into iPayroll, then coming back to MyHR and linking them to iPayroll.

        1. Find the person in the iPayroll list.
        2. Scroll to Available Actions and select Link to iPayroll person.
        3. Choose the iPayroll person to link to and select Save.

      What do I do if I receive an email saying MyHR failed to send iPayroll an employee's leave?

      When leave is approved in MyHR, the system will attempt to share it with iPayroll for a maximum of five attempts.

      If the fifth attempt fails, the system will stop trying and send an email to the payroll administrator saying that the leave was not able to be added and recommending that they manually add the leave to iPayroll.

      The email will also include the reason iPayroll was not able to accept the leave.

      Why are pay rates not sent to iPayroll when a new person is added? 

      To make sure people are paid correctly, a Payroll Administrator must set up pay rates in iPayroll for all employees to ensure accuracy.

      How to add and manage pay rates in iPayroll

      To add the pay rate of a new employee who has just signed their agreement and been added across into iPayroll, follow these steps:

      1. Log in to iPayroll.
      2. Select on the People drop-down menu (at the top of the screen) and select View People.
      3. Find the new employee in the list and select their name.
      4. Scroll down to the Pay Rates section and enter the pay rate amount, select the pay frequency, enter the full-time equivalent hours per week and choose between 'Relevant Daily Pay' and 'Average Daily Pay'.
      5. If the employee requires more than one pay rate for different types of work, select More Pay Rates.
      6. Once finished, scroll down and select Save.

      FAQs and Troubleshooting - Leave balances

      Why can't annual leave start or finish on a public holiday?

      A request cannot be entered with the leave starting or ending on a public holiday, and may result in an error. This happens as annual leave can’t be taken on a public holiday (which should be paid as a public holiday if a normal working day) or on a day that isn’t normally worked.

      The manager can resolve this by cancelling the incorrect leave and logging the correct leave for the employee, or the employee can re-request the correct leave.

      If the person really wants to apply for non-zero leave hours on a public holiday, the workaround for this is to change the start date to one day earlier or the end date to one day later and request 0 hours of leave on that extra day.

      Another common error is that too many hours of leave are applied on a particular day, according to the person’s regular work schedule. This can be resolved by the manager cancelling the incorrect leave and logging the correct leave for the employee, or having the employee re-request the correct leave.

      What types of leave can my employees request?

      For all of your employees who are linked to iPayroll, they are able to request any type of leave that is configured as 'Available for leave requests' in your iPayroll account. If this is not available in iPayroll, it will not show in MyHR.

      If you have any employees who are not linked to iPayroll, they may request the same types of leave as if you did not have an iPayroll integration, which are:

      • Annual Leave
      • Sick Leave
      • Bereavement Leave
      • Domestic Violence Leave
      • Alternative Leave
      • Unpaid Leave

      These options are not able to be changed.

      It's important to note that there is a difference between the types of leave balances displayed and the types of leave employees can request.

      Some types of leave, e.g. Annual Leave, are shown in full while others are an aggregate. For example, the 'Unpaid Leave' balance contains both 'Leave without Pay' and 'Sick Leave without Pay'.

      What leave balances can my employees see?

      The leave balances an employee can see in MyHR depends on two things:

      1. The employee must have a balance of a certain type of leave in iPayroll (either they have been set up with an initial leave balance or they have become entitled to some leave of that type).
      2. The leave balance must be set to be visible on the 'Settings' page of your iPayroll integration in MyHR.

      You can choose to show different leave balances to your management staff to log leave  versus employees who only have self-service. For example, some companies choose not to show sick leave balances to their employees, while others make heavy use of alternative leave and so choose to show that balance to their employees.

      How to find and change which leave balances are visible in MyHR

      1. In MyHR, select the Settings icon (⚙️ top-right).
      2. Select Integrations from the menu.
      3. Find iPayroll and select Manage.
      4. Select Settings.
      5. Check the boxes for leave balance you wish to be visible to management or self-service employees.
      6. Scroll down and select Save. 

      Can I customise what leave types managers and employees can request?

      Leave types, the names/labels given to leave types, and leave balances are controlled from iPayroll. From iPayroll, you can set up custom leave payment types or add/remove types of leave which can be requested.

      The leave types shown in MyHR are pulled from iPayroll and only able to be managed from payroll by your payroll administrator. Payroll Administrators can see all leave types that can be paid out. To do this:

      1. Log in to iPayroll.
      2. Select the Setup tab and select Pay Elements.
      3. Select on the Leave tab and select Payments Only.

      Custom leave types are displayed as 'Payments Special Leave' and default leave types displayed as 'Payments Standard Leave'.

      However, not all of these leave types are available when requesting leave. Only leave types that have the 'Available for Leave Request' box checked will be available.

      To see whether the 'Available for Leave Request' box has been checked for each leave payment type, click through to view the details page for each type of leave and scroll down until you see the 'Available for Leave Request' checkbox.

      Will my custom leave balances in iPayroll display in MyHR?

      Yes, provided that you have made the leave type visible to employees or management.

      All special leave balances from iPayroll will automatically sync across to MyHR (overnight or any time someone visits the leave area in MyHR).

      Once synced to MyHR, you can change the balances' visibility settings so that they show or hide for your management and self-service employees.

      1. Log in to MyHR and select the Settings icon (⚙️ top-right). Select Integrations and then select iPayroll - NZ Manage.
      2. Select Settings.
      3. Check the boxes for leave balances that you wish to be visible to management or self-service employees.
      4. Scroll down and select Save.

      Why can't my employee see their leave balances?

      MyHR only displays leave balances that are in iPayroll. Without an integration to iPayroll, leave balances cannot be shown to your employees.

      If an employee has been linked however can’t see their leave balances in MyHR, here are two possible reasons:

      1. The employee may be new to iPayroll and so may not have had their initial leave balances set up or they may not have been included in a pay run yet.
      2. Their employee ID may have been changed in iPayroll, breaking the link to their record in MyHR.

      First check that the employee has been linked in MyHR:

      1. Log in to MyHR and select the Settings icon (⚙️ top-right). Select Integrations and then select iPayroll - NZ Manage.
      2. Log in to MyHR and select the Settings icon (⚙️ top-right). Select Integrations and then select iPayroll - NZ Manage.
      3. Select the All People category.
      4. Search for the person’s name (Ctrl + F on Windows or Cmd + F on Mac), and check their linked status. 

      Instructions on how to link can be found on the iPayroll + MyHR integration page.

      If they are linked, follow these steps to check if the person has leave balances in iPayroll:

      1. Log in to iPayroll.
      2. Select the People drop down menu at the top of the screen and select View People.
      3. Find the person in the list and select their name.
      4. From the Leave menu, choose Current Balances.
      5. This will show which if any leave balances the person currently has.

      If the person has leave balances, it may be that the person’s ID has been changed in iPayroll.

      When this happens, MyHR's software will think there is a new person in iPayroll and will import them a second time with their new employee ID.

      To check this:

      1. Log in to MyHR and select the Settings icon (⚙️ top-right). Select Integrations and then select iPayroll - NZ Manage.
      2. Select the All People category.
      3. Search for the person’s name (Ctrl + F on Windows or Cmd + F on Mac).

      If the person appears once as linked and a second time as 'In iPayroll', it is likely that their employee ID has been changed.

      If you want to keep the new iPayroll employee ID and resolve the issue:

      1. Unlink the person listed with the old ID from the iPayroll record.
      2. Exclude the iPayroll person with the old ID from the integration.
      3. Link the person to their iPayroll record with the new ID.

      The person’s leave balances should now display correctly in MyHR if you browse to the person's details page.

      Why is my employee’s MyHR leave balance different to what I see in iPayroll?

      In iPayroll, the balance that is displayed is the "Balance as at close of last pay". This balance does not include approved but not yet paid leave or any leave that has been accrued since the pay day.

      For accuracy, MyHR always displays the available balance, which is the committed balance minus approved leave, to ensure you're working with the most up-to-date balance. Your available balance plus any approved leave will add up to iPayroll's leave balance.

      Why can't parental leave be applied for in the leave feature?

      Parental leave is set up in a different way in iPayroll than other types of leave to ensure the correct entitlements, so we recommend parental leave should be applied directly in iPayroll.

      To apply parental leave, follow the steps in the iPayroll Parental Leave guide.

      Can last-minute leave approved for previous pay periods still be sent to iPayroll?

      Yes.  To turn this feature on in your MyHR account:

      1. Log in to MyHR and select the Settings icon (⚙️ top-right). Select Integrations and then select iPayroll - NZ Manage.
      2. Select Settings.
      3. Scroll down to Leave Requests and select Yes recommended from the drop down muenu under the question Send approved leave to iPayroll if logged for previous pay periods?.

      Support with your integration

      If you're having trouble linking up your employees or have questions about the integration, message the MyHR team via the Ask Us chat feature or call us on 0800 69 47 69 (0800 MY HR NZ) and the MyHR team will be able to help you out.