What is causing the technician to not show up in the payroll dashboard?

Problem

The technician does not show up in the payroll dashboard.

Solution

If a technician isn't appearing in payroll, try the following steps to resolve the issue:

• Ensure the technician is included in payroll.
  Tip:New technicians are excluded by default from payroll. Enable Include in Payroll option to include them in payroll.

• Check the assigned payroll frequency.

• Clear cache if the issue persists.

Tip: Changes may take a few minutes to appear on the Payroll Dashboard. Try a hard refresh if updates don't show immediately.

Verify a technician is included in payroll

You can confirm that a technician is included in payroll using one of the following methods.

Option 1: From employee payroll settings

1. Go to top toolbar and click Settings .

2. From the side panel, go to People > Payroll.

3. On the Payroll Settings screen that opens, select Edit next to Employee Payroll Settings.

4. Click the Excluded tab.

5. Locate the technician who isn't included in payroll. It should say No next to their name in the Include in Payroll column. 

6. Click Undo Exclusion. This opens the technician's Payroll settings, where you can ensure they are set up correctly.

7. After ensuring the technician is set up correctly, click Undo Exclusion. This removes the technician from the Excluded tab and adds them to the Technician tab under Employee Payroll Settings.

Option 2: From the technician profile

1. Go to the top toolbar and click Settings .

2. In the side panel, go to People > Technicians.

3. Click Edit for the technician you want to include in payroll.

4. Click the Payroll tab.

5. Make sure the Include in Payroll option is selected. 

6. Go back to the payroll dashboard and check if the technicians are showing up in the dashboard. If the technicians are not showing up, refresh the page.

   Tip: If the technicians are still not showing up, wait for a few minutes so the change applies, hard refresh the page and check again.

Note: Usually the issue is resolved by waiting a few minutes to allow a payroll period to be created for the technician.

Verify a technician is assigned to the correct Payroll Frequency

After verifying the technician is included in payroll, make sure they're set to the correct Payroll Frequency.

1. In Employee Payroll Settings screen, check the Payroll Frequency column for that technician.

2. If it is incorrect, click Edit next to Payroll Frequency. Select the correct Payroll Frequency for the technician.

3. Go back to the Payroll Dashboard and make sure you have the correct Payroll Frequency selected. 

4. The technician should now show up on the Payroll Dashboard.

   Note: If you do not have the correct Payroll Frequencies, please contact Technical Support.

Clear browsing data

1. On your computer, open Google Chrome.

2. Go to Settings > Privacy and security > Clear browsing data.

3. Confirm that the following options are selected:
   Browsing history

   1. Cookies and other site data

   2. Cached images and files

4. Set the time range to All time.

5. Click Clear data.

6. Go to Payroll Dashboard and ensure technician shows up.

If you're still experiencing issues after following these steps, please contact ServiceTitan Technical Support.