| | Errors uploading payslips/P60s to Online Services |
| Description | Below are some common errors that can appear when you upload payslips or P60s from Sage 50 Payroll to your Online Services. When you see your error message, click on it for further information.  NOTE: If you can't see your error listed below, search for it in our Help Centre.
|
| Resolution |
'Company email is not valid' > This error appears if there's an issue with the email address in your company settings. Follow the steps in the guide below
'Surname must be at least three characters long' This occurs when you set up an employee with a two-character surname. We're currently investigating this. Workaround Add a space after their surname. The space is recognised as a character. You can then upload their payslips again and won't receive this error.
Email address is already in use When uploading online payslips, you may receive this error. Click the link below for the steps to resolve this error.
'Email already exists' When uploading online payslips, you may receive this error. Click the link below for the steps to resolve this error.
'Employment record already exists' When uploading online payslips, you may receive this error. Click the link below for the steps to resolve this error. This error occurs when the Sage ID that you're using isn't authorised to upload to the online portal. Click the link below for the steps to resolve this error.
'The request could not be processed' 'The request could not be processed due to the following validation errors: property: '\deptRef' error: deptRef is not valid' This error occurs if there are invalid characters in the department reference or department name. To resolve this, you should remove any special characters from these fields and try to upload the payslips again.
'Invalid properties' This error occurs when there are invalid characters or extra spaces in a particular field. Click the link below for the steps to resolve this.
'Invalid request' This issue can occur if you're uploading a large volume of payslips together. It can also occur if you haven't set up the employee records for online documents/payslips. This is currently under investigation, we'll update this guide when we have more information. Workaround - Try uploading the payslips in smaller batches of employees
- Ensure any new employees are set up for online payslips
'Unauthorized' When uploading payslips or documents, you may receive an 'Unauthorized error' with a red X. To resolve this, you need to clear the cache folder in File Explorer.
'Object reference not set to an instance of an object' If an employee doesn't have an RTI ID in their employee record, the following error message appears when you upload online payslips: 'Exception thrown in scope – Object reference not set to instance of an object' This only affects the individual employee. The rest of your employees' payslips upload as normal. To resolve this, you need to update your records and submit the full payment submission as normal. This creates an RTI ID in the employee record. You can then upload a historical payslip for this period.
'bankAccNumber is not valid' Check for any invalid characters or blank spaces in the bank details section in the employee's payroll record.
'<Employee name> has an invalid email address' When uploading payslips to Online Services, the following warning may appear: '<Employee name> has an invalid email address of XXXX. This record requires attention.' This can occur if you have any historical leavers.
Nothing happens when uploading Online P60s When you upload P60s from the Payroll Year End option, you may find the loading window appears and nothing uploads to your Online Services. If you encounter this issue, there are some troubleshooting steps you can follow to resolve this.
Can't see your error listed? If you can't see your error listed above, search for it in our Help Centre. If you can't find it, the Help Centre also has links to your contact options for Sage 50 Payroll support.
Still need a hand? If you still need further guidance, we have award-winning contact options at your fingertips! To make sure you get the right support click the Get in touch button below. Select your location, the type of account you hold with us and your product to see your contact options. Get in touch [BCB:177:Mia - B:ECB] |
|