Help / Employer app / Help
#Problems and messages
Find the message you see, then do what the right-hand column says. If nothing helps, contact your payroll bureau: they can see your pay periods and what you sent.
#Joining and signing in
| Message |
What it means and what to do |
| This code is not valid or has expired. Ask for a new one. |
Codes work once and for 4 hours. Ask for a new invitation: from your bureau if you are the employer admin, from your employer admin otherwise. |
| Email or password is incorrect |
Check the email (the one the invitation was sent to) and the password. |
| Sign in on your bureau's address. |
You are on the wrong address. Open the app from your home screen icon or the link your bureau sent you. |
| Passkey sign-in failed. Use your password instead. |
The passkey was not accepted on this phone. Sign in with your password, then add a passkey again in Settings. |
| That PIN is not correct |
Try again, or choose Use my password instead. |
| You haven't set a PIN. Use your password. |
Unlock with your password, then set a PIN in Settings. |
| You have no passkey yet. Use your PIN or password. |
Add a passkey in Settings first. |
| This app is for your clients |
You signed in with a bureau staff account. Bureau staff use Payroll Manager Cloud. |
| Your access to this employer has ended. |
The employer admin removed you, or you left the bureau. Ask for a new invitation. |
| We couldn't reach your payroll bureau. |
No internet, or the service is down. Check your connection and try again. |
| No connection. Check your internet and try again. |
Your phone is offline. Nothing was sent. |
#The app keeps locking
That is on purpose: the app locks when you open it, when you switch away for a short time, and after some time without use. Set a PIN or add a passkey so unlocking takes a second. See Sign in and unlock.
#Hours and photos
| Message |
What to do |
| No pay period is waiting for hours. |
Your bureau has not opened the next period yet. |
| We couldn't read this photo. Take it again in good light. |
Retake it: whole sheet, flat, no shadow. See Take a good photo. |
| The photo is too large (over 5 MB). |
Use the normal camera setting. |
| Use a JPEG, PNG or WebP photo. |
Choose an ordinary photo. |
| Your bureau hasn't turned on reading timesheets with AI. |
Upload an Excel or CSV file, or ask your bureau to switch AI on for your company. |
| Reading photos isn't available right now. |
Try again in a few minutes, or upload a file. |
| Reading photos isn't allowed for your account. |
AI is not allowed for your data. Upload a file instead and ask your bureau. |
| This pay period is closed. |
Your bureau has closed the period. Ask them to make the change. |
| Your bureau has no staff on this pay period yet. |
Your bureau must add your staff to the payroll first. |
| Choose a person, or tell your bureau it's a new person or an unclear name |
Every row needs a choice in Person. See A name that is not on your staff list. |
| Enter hours between 0 and 168 |
Correct the total hours for that row. |
| This person is on another row too |
Each person can be on one row only. Choose the right person, or add their hours together on one row. |
| Nothing new to send. |
All rows were already sent. Change a row before choosing Send changes. |
#Files
| Message |
What to do |
| The file is too large (over 2 MB). |
Export only this pay period. |
| We couldn't read this file. Use CSV or Excel (.xlsx) with a header row. |
Save the file as CSV or .xlsx with column names in the first row. |
| The file has more than 5,000 rows. |
Export only this pay period. |
| Choose the name column. / Choose at least one hours column. |
Finish step 2 of Send hours from a file. |
#Approvals
See the messages table in Approve payroll. If you don't see Approvals at all, you don't have the Approve payroll permission: ask your employer admin.
#People and settings
| Message |
What to do |
| I don't see People |
Only the employer admin sees it. Ask your admin, or your bureau if you should be the admin. |
| I don't see Take a photo |
You don't have Submit hours, or the period is not Open. Ask your employer admin. |
| I don't see Export data |
You don't have the Export data permission. |
| Confirm it's you |
Enter your password to continue a sensitive step. |
