There is an error in the Integration Queue. What should I do?

First check the Integration Troubleshooting page to see if the issue is documented. Secondly, most issues self-correct themselves since MyPay is designed to intelligently retry any failed integration tasks. If you have not found additional details to fix the issue on the Integration Troubleshooting page and the error persists after an hour (or so) then please Contact Support.

Does MyPay have an option to allow an employee to create expenses reports on behalf of another employee?

Yes. The employee must be above them in supervisor/leave approver hierarchy either directly or indirectly. If that's the case, then employee will be able to select the subordinate employee when creating expenses on their behalf.

An employee is unable to login or setup their 2FA settings. How can I reset their 2FA setup?

Following the instruction under Resetting 2FA in the User Administration guide.

I have just changed an Employee's email address in NetSuite. Even though the new address has synced across into MyPay, the Employee is unable to login. Why?

For most employees such a change of address is automated (I.e. MyPay automatically syncs and updates the associated employee and user email address). However, if the employee's email address is associated to users in more than one MyPay account, then you must Contact Support to have the User's login updated. 

How do I update the credentials used by MyPay to login and sync with NetSuite?

If you need to change the login credentials used by MyPay to sync with NetSuite on an existing account then please follow the instructions listed under Integration Troubleshooting.

I can't see the MyPay Access checkbox on Employees in NetSuite?

Please ensure that the ICS ESS Access checkbox is marked on the relative Payroll Config record. Additionally, if a custom form is in use then you may need to change its visibility.