This article will cover the common issues and scenarios you may face when emailing your employees.
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General Troubleshooting
- Company policy does not allow attachments in emails: please ensure your company's email settings allow for attachments. Harmony sends paystubs as password protected PDF's for example. If company policy does not allow for attachments, it may be blocked. Please consult your IT department or Exchange Administrator to check if email policies allow for email attachments.
- Emails are being sent to junk folder or blocked (marked as spam): Harmony uses a third party email services and all emails will be sent from a PayMate domain email. This email is neither monitored nor can it send replies. Your employees must ensure to whitelist the email or mark as not spam if they wish to receive emails that are being filtered.
My Employees Did Not Get Their Paystubs
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- The employees have not been setup with the correct email: Harmony by default, will first try to send emails to the Work Email on the employee profile followed by the Personal Email. To review, go to Configuration > Employees > Employee List and select the employee(s) in question. Review the profile and make any changes required to their emails. Remember to save before closing.
- The email is being sent to spam or blocked: Harmony sends emails through Paymate's third party provider. The email is being sent from a Paymate dedicated email address that is not monitored and replies are automatically deleted. This email will be provided to you as part of your implementation. If you are not sure what the email address is, please contact your administrator or contact Paymate Support if you no longer have it. Employee's may need to whitelist this email in their email service to ensure it is being sent correctly.
Alternatively, please ensure your company's email settings allow for attachments. Harmony sends paystubs as password protected PDF's. If company policy does not allow for attachments, it may be blocked. Please consult your IT department or Exchange Administrator to check if email policies allow for email attachments. - The paystub was never sent as an email: Next to each employees name on step 4 of the payroll process, there will be a checkmark next to each employee's name if they have been selected to receive emailed paystubs. Harmony requires that all employees paystubs are either printed or emailed (they must have at least 1 check mark). Sometimes, an employee is mistakenly selected to be printed when it they are meant to be emailed. You can still send out the paystub by going to Payroll > Payroll Employees > Paystub History if you have already posted the payroll.
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Did Not Receive Email Notifications
This is likely due to a few common reasons that can be easily rectified.
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