1. Log in to Sage 50 Payroll, click Company.
2. In the Tasks menu, check which of the below options appears:
   
   • Online Services Settings this means you're using Sage HR Online Services
   • Online Document Settings this means you're using Sage Online Bureau

To resolve, the original leaver record on the portal needs to have all online services removed from their name and then be deleted.

1. Log in to Sage 50 Payroll.
2. Open up employee record - you may need to click Criteria and deselect Current Year Leavers or Historical Leavers for the old employee record to appear on your list.
3. In the employee record, click the Analysis tab, then under Online Services deselect the tick box, and delete the email address.
4. Click Save, then open up the new record for this employee.
5. Click the Analysis tab, then under Online Services select the tick box and enter their email address, then click Save.
6. Log in to Online Bureau.
7. Go to Employees then click on view employee list.
8. Find the employee in the list and note what services are assigned - Payslips / Documents / Timesheets.
    TIP: You can scroll down the list to find them. 
9. Click the remove services from employees button.
10. Click the select service drop down and select a service noted in step 3 e.g. Payslips
11. Find the employee in the list and tick the box next to their name
12. Click save.
13. Repeat steps 5-7 for all remaining services.
14. Return to the view employee list section and find the employee name.
15. Hover over the recycle/delete bin icon on the right until it turns bold then click to delete.

You can now retry uploading the payslips for that employee.

Issue persists?

After completing the steps above, if you still encounter the issue this could indicate that some information is stuck in the background of the portal please follow these steps to resolve this.

1. Click Company, then Settings.
2. Ensure the Employment Verification Ready box is ticked.
3. Click OK.
4. Double-click the employee experiencing the error on your Employee List.
   • If you're experiencing the error with an employee who had left the company then returned, you should open the old employee record. You may need to change your criteria to make the employee visible.
5. Click Analysis.
6. Untick the Employment Verification tickbox.
7. Click Save, then Close.
8. Click Full Payment Submission. 
   • You don't need to submit the Full Payment Submission. 
   • You only need to see the first screen of the Full Payment Submission wizard, or get the message that 'There are no employees to include in the Full Payment Submission'.
9. Close the Full Payment Submission window.
   
    CAUTION: There is a delay after clicking FPS for the stuck traces of the employee to be fully removed. DO NOT immediately upload the employee again, please attempt the upload the following day. 

 

If the error still occurs after completing this workaround, please contact Sage 50 Payroll support.