Troubleshoot missing email and payslip access

Investigate the original record and the observed failure before creating another batch or changing the workflow.

Before you start

Identify the authorized account, the employer and pay period, and the person who owns the input data. Use controlled sample information for a first test. Check the current account and supported interface where a setting matters; supplied older images illustrate a workflow, not every available configuration.

Steps

1. Record account, period, batch and employee reference without exposing private pay details publicly.

2. Check the actual address and whether the recipient controls it.

3. Inspect available delivery or opening information and ask about the spam folder.

4. If a link fails, capture the precise error, device and timing.

5. Use the supported resend or authorized recovery path after identifying the issue.

6. Confirm independent employee access or leave a documented unresolved issue with an owner and next step.

Check the result

Confirm independent employee access or leave a documented unresolved issue with an owner and next step. Keep the observed result and any unresolved condition with the relevant account, period and record reference. A completed screen should not be used to claim a different event.

If something goes wrong

Missing notification, invalid address, a locked record and an opened-but-unconfirmed statement are different situations. A working alternative route does not demonstrate that the failed one is repaired.

Explanations and checklists

• What should we check if an employee does not receive the payslip email?
• How should employee names and recipient addresses be matched?
• What is the difference between delivered, opened and acknowledged?
• How should shared phones or recycled email accounts be handled?
• First-send and employee experience checklist

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