Troubleshooting

If something looks wrong, this page covers the most common causes. Many payIQ messages are deliberately specific — read them first.

For an unresolved-work queue, use Needs Attention. A missing item may already be resolved or outside your action permissions. A — header count means unavailable, not zero; refresh or navigate to retry.

I cannot sign in

• Email or password was not accepted. Check the email and password. payIQ gives the same message whether the email exists or not, so this message alone cannot tell you which part was wrong.
• The service is unavailable. If you see a message with a Retry button, the payIQ service could not be reached, not your credentials. Select Retry, or wait a moment and try again.
• Password reminders and account recovery are not part of payIQ’s sign-in and are handled outside the application.

I was signed out unexpectedly

A sign-in session can expire. Sign in again. If it happens repeatedly, tell your payIQ administrator; payIQ itself has no idle-timeout control to adjust from inside the application.

A record or screen seems to be missing

The most common cause is the current workspace. payIQ shows only the workspace selected in the header. Use the Current workspace selector to switch, and the record will appear if it belongs to the newly selected company.

A record that belongs to a workspace you are not operating in is treated as if it does not exist. That is intentional and is not an error.

I get a permission-denied message

payIQ tells you which roles may perform an action when it refuses one (for example, finalizing payroll requires a Payroll Operator, Approver, or Administrator). If you believe your role is wrong:

• Check your role in the header or in Settings → Users & access.
• Remember your role can differ between workspaces.
• Ask your payIQ administrator. Roles cannot be changed from inside the application in this release.

Some screens also hide a whole section your role may not read, showing a permission message and a Retry button instead.

My report is refused as too large

payIQ caps a preview at 50 rows and an export at 5,000 rows, and refuses an aggregate whose source exceeds 50,000 records rather than returning a partial total. The message names the actual size and the limit.

The remedy is always the same: narrow the filters. Shorten the date range, or choose a specific employee, payroll period, or run, then try again.

My export failed

• Confirm your role can open that report; exports are refused for a report you cannot see.
• Check the filters are valid. An identifier from another workspace is rejected.
• If the report is larger than the export limit, narrow it (see above).
• A failed export produces no file and is not added to the export history. The history shows only files that were actually generated.

Settings shows an unavailable or unresolved status

• Statutory configuration can report that no single rule resolves for a requested date. This is an honest state, not a failure of the page; the rest of the section still loads. Choose a date covered by a reviewed rule.
• Service status shows the live API and database probes. If they show Unavailable, the backend or database may be down. Select Retry.
• Integrations reports recorded handoff and link state. payIQ has no live connection to LedgerIQ or contactsIQ, so it reports what has been recorded — imports, transmissions, and results — rather than a live connection status.

A payment shows Paid but the money has not moved

In payIQ, Paid means a Payment/Reconciliation Reviewer recorded the confirmation. It is not proof that a bank or mobile-money transfer settled. payIQ never moves money itself. Reconcile against your actual payment channel and, if a confirmation was wrong, ask an Administrator to record a reversal.

An accounting handoff is stuck or failed

• Pending handoffs can be transmitted by an Administrator with Record transmission. That records that the message was sent through an approved channel; it does not send it.
• Failed and Acknowledged are final in this release. there is no retry or resend from inside payIQ. If a failure needs re-delivering, that is a manual, recorded decision outside the current workflow.

My browser shows stale data

payIQ reads live data from the server on each screen. If a figure looks stale after a change:

1. Select the Refresh button on that screen where one is offered.
2. If it still looks wrong, reload the browser tab.
3. If a form seems stuck, a browser reload clears any transient state; your session stays signed in.

Something in Settings did not save

• A save shows the value returned by the server, not an optimistic guess. If the save is refused, the entered value stays in the field with a message.
• A CSRF failure can happen if the page has been open a long time. Reload the page and retry the save.

Still stuck?

Note the exact message, the screen, and the workspace you were in. That detail — especially the message text — is what your payIQ administrator needs to help.

Payroll readiness or review failed

Open the run and choose Refresh review. Correct the reported domain blocker in employment, compensation or statutory setup, then refresh again. Readiness reports the first calculator failure; further errors may appear after correcting it. Warnings are attention prompts and do not introduce new calculation rules.

If calculation fails, the transaction preserves the previous snapshot. Read the normalized error near the action, correct inputs and refresh readiness before retrying. If finalization fails, no partial payslips, repayments or consequence consumption are committed. Recalculate if advance balances or approved consequence state changed. If the screen says the run changed, choose Refresh review, inspect the latest figures and reopen confirmation. Another operator may have recalculated or finalized it. A finalized run cannot be reopened. Reporter and Payment Reviewer cannot access payroll composition; an Administrator must review existing role assignments.

Production operations

Administrators can review System / Operations for safe health, migration, backup and build status. Host operators use the deployment runbook for recovery; Settings cannot execute migrations, backups or restores.