Troubleshooting Unpaid Time

If you have time entries that won't pull into a pay run there are a number of possible causes, which you can troubleshoot using the steps below. 

Pay Summary Screen

The Pay Summary screen is a great place to check what time is payable to your candidates. Use the Select Period dropdown to specify the period you're interested in and you'll then be shown the totals for each employee for that period. 

Check the Unapproved Time column to ensure that all time that you wish to pay for the period has been approved.

The Payable column shows the totals that would be included in a pay that was created now (assuming a Draft hasn't already been created).

Not Approved

If you have the Time Requires Approval setting checked under Manage > Settings then time will need to be Approved before it can be paid or invoiced. Here we can see that only Candice's time has been Approved:

Aaron and Blake's time will need to be approved before it can be paid. 

Recently Approved

If the time is showing as Approved in the Week Summary it can also be worth checking that the time wasn't simply approved after you tried to create the pay run. Under Time > Approvals > Complete find the approval and check the time stamp - if it was approved after you created the pay then that will be why the time wasn't included in the pay. If you try creating the pay now it should process as per usual. 

Already Paid

You'll also need to check that the time hasn't already been included in another pay.

Check that the resource hasn't already been paid for the time under Pay > Payments > Sent and that there isn't a draft pay waiting to be sent under Pay > Payments > Draft.

No Pay Rate

If the Resource Rate on the placement is set to $0 (or was when the timesheets were entered) then the time will not be paid, as there is no value to pay the Resource for. 

Similarly, if the Work that the time is recorded against has a Pay Rate Modifier of x0 or $0 then there is no rate to pay. 

It's important to note that rates are applied to time entries at the time they're created (very important for when rate changes go into effect), so if the pay rate on the placement or work was 0 at the time the entries were recorded then simply updating the Pay Rate won't update the rates on any existing time entries. 

To update the time entry rate, you can use the Update Timesheet Rates function. 

Reporting

If you're uncertain of the rate certain time entries have been recorded at, or you want to check the Paid status of a large number of time entries at once, you can use an Insights Report with the following settings to check time entries:

On the Filters tab, you should also filter to the date range and/or resource you're interested in.

The Approved and Paid columns indicate whether the time is approved and has been included in a Sent pay or not, and the Resource Rate column shows the rate at which the entry has been recorded.

If you're unable to identify why your time isn't being included in a pay run please contact the team at support@karmly.com and provide any details you found in the above steps so that we can help you look into it.