PayrollTroubleshootingGuide

IndicativeData

Clientindicatestheyhaveupdatedemployee'slastname/addresstwiceinpayrollbutitstillreflectsasoldlastnameinPSW.
Clientindicatestheyneedtoupdateanemployeeslastnameorhomeaddress.
VerifyonPSW Ifshowingandcorrect Nofurtheractionneeded
Ifnotshowingorincorrect ABC Geniscreen/search Ifcorrect:nofurtheractionneeded.Advisetheclientthatitshould
participant/verifythe comethroughwhentheynexttransmitpayroll.
lastnameoraddress Ifnotcorrect:adviseclienttochange.
(ChangeviaWFN,ifapplicable)
DEF DEFemployee Ifcorrect:nofurtheractionneeded.Advisetheclientthatitshould
information comethroughwhentheynexttransmitpayroll.
screen/participant/ Ifnotcorrect:adviseclienttochange.
verifythelastnameor
address
GHI PlancangointoEmployeeinformationscreenonthePSWtoupdatetheemployee's
information.Advisetheclienttochangeaccordingly.
JKL Aswedon'tholdtheplan'spayrollwecannothelpthemwithchanges.Iftheyareunsure
wheretomakechangesintheirpayrollfollowtheproceduresinLUMINontroubleshooting
NonZYZPayrollIssues.

Employee'sDOB,DOH,orterminationdateisnotshowingorisincorrectonthePSW.
VerifyonPSW Ifshowingandcorrect Nofurtheractionneeded
Ifnotshowingorincorrect ABC Geniscreen/search Ifcorrect:nofurtheractionneeded.Theinformationshouldfeed
participant/verifythe toRSafterthenextpayrollDEFandupdateonPSW.
date(s) Ifnotcorrect:adviseclienttochange.
(ChangeviaWFN,ifapplicable)
Ifparticipantnotfound:Theymaybepurgedfrompayroll.Ifso,
canpermanentlyupdateinFITE.
DEF DEFemployee Ifcorrect:nofurtheractionneeded.Theinformationshouldfeed
information toRSafterthenextpayrollDEFandupdateonPSW.
screen/participant/ Ifnotcorrect:adviseclienttochange.Theinformationshould
verifythedate(s) feedtoRSafterthenextpayrollDEFandupdateonPSW.
GHI PlancangointoEmployeeinformationscreenonthePSWtoupdatetheemployee's
information.Advisetheclienttochangeaccordingly.
JKL Aswedon'tholdtheplan'spayrollwecannothelpthemwithchanges.Iftheyareunsure
wheretomakechangesintheirpayrollfollowtheproceduresinLUMINontroubleshooting
NonZYZPayrollIssues.

ISSUE:Employeeisshowinguptwiceand/ortheSocialSecurityNumberisincorrectonthePSW.
VerifyonPSW Ifshowingandcorrect Nofurtheractionneeded
Ifnotshowingorincorrect
ABC Geniscreen/search Ifcorrect:nofurtheractionneeded.
participant/verifySSN
IfshowingmorethanonceonPSW:AfterverifyingSSNinABCis
correct,FollowLUMINproceduresinSSNChange/Merger/Deleteto
mergeSSN
IfSSNisnotcorrect:adviseclienttochange.
(ChangeviaWFN,ifapplicable)
FollowLUMINproceduresinSSNChange/Merger/Deletetocorrect
SSN
DEF DEFemployee Ifcorrect:nofurtheractionneeded.
information
screen/participant/ IfshowingmorethanonceonPSW:AfterverifyingSSNinABCis
verifySSN correct,FollowLUMINproceduresinSSNChange/Merger/Deleteto
mergeSSN.
IfSSNisnotcorrect:adviseclienttochange.
FollowLUMINproceduresinSSNChange/Merger/Deletetocorrect
SSN
GHI Aswedon'tholdtheplan'spayrollwecannothelpthemwithchanges.Iftheyareunsure
JKL wheretomakechangesintheirpayrollfollowtheproceduresinLUMINontroubleshooting
NonZYZPayrollIssues.
IftheplanhasverifiedthattheirpayrollonlyhasoneSSNfortheemployeeanditiscorrect,
youcanfollowLUMINproceduresinSSNChange/Merger/DeletetomergeSSN.
Contributions

Employee'scontributionsarenotcomingoutofhis/herpaycheck.
VerifyonPSW Ifnotshowingcontribution Nofurtheractionneeded.
theparticipantis electionornotyeteligible.
eligibleand Ifshowingcontribution ABC 401kscreen/find Ifcorrect:checkwhenratewaschanged.Needsapproximately1to
showsa percentageelected,note deductioncodefor 2payperiodsforchangetofeedovertoRS.
contribution type(PretaxorRoth) chosen%or$ Ifnotcorrect:adviseclienttochange.
percentage (ChangeviaWFN,ifapplicable)
election Geniscreen/search
participant/verifycode
DEF DEFemployee Ifcorrect:checkwhenratewaschanged.Needsapproximately1
information to2payperiodsforchangetofeedovertoRS.
screen/participant/ Ifnotcorrect:adviseclienttochange.
verifydeduction

GHI Aswedon'tholdtheplan'spayrollwecannothelpthemwithchanges.Iftheyareunsure
JKL wheretomakechangesintheirpayrollfollowtheproceduresinLUMINontroubleshooting
NonZYZPayrollIssues.

Employee(s)didn'treceivetheirmatchingcontribution.
VerifyonPSW Ifnoteligibleformatch Nofurtheractionneeded
participantis Ifeligible ABC 401kscreen/finddate Ifcorrect:checkwhenratewaschanged.Needsapproximately1
eligiblefor fieldparticipant to2payperiodsforchangetofeedovertoRS.

match(i.e., contributionsrateshould
excluded) be Iffuturedate:adviseclientwhenmatchwillbebegin.
Ifnotcorrect:adviseclienttochange.
Geniscreen/search (ChangeviaWFN,ifapplicable)
participant/verifythereis
adateincorrectfield
DEF N/ADEFdoesntuse
eligibilitydates

GHI Aswedon'tholdtheplan'spayrollwecannothelpthemwithchanges.Iftheyareunsure
JKL wheretomakechangesintheirpayrollfollowtheproceduresinLUMINontroubleshooting
NonZYZPayrollIssues.

Employee'scontributioncameoutofhischeckbutZYZdidnotpostittohisaccount.
VerifyonPSW Ifitdidpost Nofurtheractionneeded
Ifitdidnotpost ABC 401kscreen/findwhatcontribution Ifcorrect:checkwhenratewaschanged.Needs
electionsareallowed(Roth,Pretax,Flat$ approximately1to2payperiodsforchangeto
or%) feedovertoRS.

Verifywhichfieldsareforthese Ifnotcorrect:adviseclienttochange.
contributions(i.e.,pretaxinfield88, (ChangeviaWFN,ifapplicable)
Rothinfield86)

Searchparticipant/DEDSscreen/check
fields
DEF FindregionandcompanycodeinPES Ifcorrect:checkwhenratewaschanged.Needs

approximately1to2payperiodsforchangeto
DEF401kplanscreen/findwhat
feedovertoRS.
contributionelectionsareallowed(Roth,
Ifnotcorrect:adviseclienttochange.
Pretax,Flat$or%)

Participantdeductionscreen/verify
elections
GHI PlancangointoPayrollDataonthePSW(WheretheysubmittheirpayrollfilestoZYZ)and
choose"GHIFileStatus"toverifyiftheyhavesubmittedthecontributiontoZYZRS.

Iftheyareunsurehowtosubmitafileoryoushowafilesubmittedbutnopostingfollowthe
proceduresinLUMINontroubleshootingNonZYZPayrollIssues.
JKL Aswedon'tholdtheplan'spayrollwecannothelpthemwithchanges.Iftheyareunsure
wheretomakechangesintheirpayrollfollowtheproceduresinLUMINontroubleshooting
NonZYZPayrollIssue.

Loans

Employee'sloancontributionisnotcomingoutofhis/hercheck.
VerifyonPSW Ifnoopenloan,check Nofurtheractionneeded.
theparticipant transactionhistoryto
hasanopenloan confirmloanwaspaidoff
andthatthe1st Ifopenloan&first ABC 401kscreen/findwhat Ifcorrect:loanshouldstartcomingoutnextpaydate.
paymentdue paymentduedatehas deductioncodeforloan
datenotedhas passed&payrollhas shouldbe Ifnotcorrect:adviseclienttomanuallychangeinpayrollor
passed processsincethatdate requestRSresendloaninfotoplanspayroll.
Participantsearch/DEDS (ChangeviaWFN,ifapplicable)
screen/verifydeduction
codeforloan
DEF DEFemployeededuction Ifcorrect:loanshouldstartcomingoutnextpaydate.
screen/verifyloan
paymentamount Ifnotcorrect:adviseclienttomanuallychangeinpayrollor
requestRSresendloaninfotoplanspayroll.
(ChangeviaWFN,ifapplicable)
GHI Aswedon'tholdtheplan'spayrollwecannothelpthemtroubleshoottheirpayroll.Iftheyare
JKL unsurewheretocheckintheirpayrollfollowtheproceduresinLUMINontroubleshooting
NonZYZPayrollIssues.

Loanamountthatiscomingoutofemployee'scheckisincorrect.
VerifyonPSW Ifnoopenloan,check Nofurtheractionneeded.
theparticipant transactionhistoryto
hasanopenloan confirmloanwaspaidoff
andamountof Ifopenloan ABC Participantsearch/DEDS Ifcorrect:loanshouldstartcomingoutnextpaydate.
payment screen/verifydeduction
codeforloan Ifnotcorrect:adviseclienttomanuallychangeinpayrolloryou
canrequestthatRSresendstheloaninformationtotheplans
payroll.(ChangeviaWFN,ifapplicable)

DEF DEFemployeededuction Ifcorrect:loanshouldstartcomingoutnextpaydate.
screen/verifyloan
paymentamount Ifnotcorrect:adviseclienttochangeorrequestRSresend
loaninfotoplanspayroll.
GHI Aswedon'tholdtheplan'spayrollwecannothelpthemtroubleshoottheirpayroll.Iftheyare
JKL unsurewheretocheckintheirpayrollfollowtheproceduresinLUMINontroubleshooting
NonZYZPayrollIssues.

Compensation

Whywasaspecifictypeofcompensation(bonus,commission,etc.)includedinmyemployeescontribution/match?
VerifyinPES Iftypeofcompensation Nofurtheractionneeded.
whattypesof wasexcluded
compensation Iftypeofcompensation ABC 401kscreen/find Ifcorrect:nofurtheractionneeded
areexcludedfor wasnotexcluded deductioncodefor
plan excludedcompensation Ifnotcorrect:seeLUMINprocedureZYZPayrollProducts,

Services,Support,TroubleshootingQuickReferences.
Verifywithclient
deductioncodematches
compensationtypeon
theirpayrollrecords
DEF DEF401kPlanscreen/ Ifcorrect:nofurtheractionneeded
verifyexclusion(s)
matchescompensation Ifnotcorrect:seeLUMINprocedureZYZPayrollProducts,
type Services,Support,TroubleshootingQuickReferences.
GHI Aswedon'tholdtheplan'spayrollwecannothelpthemtroubleshoottheirpayroll.Iftheyare
JKL unsurewheretocheckintheirpayrollfollowtheproceduresinLUMINontroubleshooting
NonZYZPayrollIssues.

ComplianceData

Employeeisshowingasexcludedbutshouldbeeligible.
VerifyinPES Ifnotexcludedandis Shouldbeabletoenroll/contribute.Nofurtheractionneeded.
eligibility& eligible
exclusionsfor Ifnotexcludedandisnot Willbeabletoenrollwheneligible.Nofurtheractionneeded.
plan eligible
Ifexcluded ABC Advisetheclienttochangeaccordingly.
VerifyonPSW Clientwillneedtoknowcompliancecodefield.Findfieldson401kscreen.
participantis
excludedby Adviseclienttochangeemployeetononexcludedinthefieldperfindingsonthe401kscreen.
checking DEF Advisetheclienttochangeaccordingly.
Additional CompliancecodesinDEFarealwaysfoundatthebottomoftheemployee'sEmployment
Information InformationScreen.
Screen
Adviseclienttochangeemployeetononexcludedinthefieldperfindingsonthe401kscreen.
GHI Advisetheclienttochangeaccordingly.
PlancangointoPayrollDataonthePSW(WheretheysubmittheirpayrollfilestoZYZ)and
choose"GHIEnterData"toupdatecompliancedata.
JKL Aswedon'tholdtheplan'spayrollwecannothelpthemwithchanges.Iftheyareunsure
 wheretomakechangesintheirpayrollfollowtheproceduresinLUMINontroubleshooting
NonZYZPayrollIssues.