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A
Anonymous
November 10, 2021
Question

How can I add an employee to my account to view paystubs and submit weekly timesheets? When I add my employee as a "Time tracking only" user, I receive an error message.

  • November 10, 2021
  • 1 reply
  • 0 views
The error message is "Error, Please try again? An unexpected error occurred. Please try after some time." Every time I ask a representative for help, they say the engineering team is working on it. However, I am still encountering the issue after 7 months of waiting.

1 reply

J
jamespaul
November 10, 2021

Hello, SMHansen1. 

 

I'm here to give some other details regarding the issue with the Time tracking only user invite. 

 

I double-checked the status of the issue when adding a "Time time tracking only" user. As what the support agents have mentioned, our engineers are still working to resolve it and get it back to normal. 

 

In the meantime, you can add them as a Standard user (standard users can still use the Time entry function) temporarily until the issue is fixed. 

 

Have you already added yourself to the list of affected users? If not, you'll want to contact our support again. They'll get your contact details securely, so you can get updates regarding the issue. 

 

You can use the same phone number to call them. 

 

Do you need to take a closer look at your payroll finances? This article will help you familiarize with the different payroll reports in the program: Run payroll reports.

 

I appreciate your patience as we're working to get the Time tracking user invite back to normal. If you have any other concerns with your payroll or when managing your timesheets, please let me know. I'm here to help. 

A
Anonymous
November 12, 2021

jamespaul,

 

This is a completely unacceptable level of customer and product support!  We have been unable to track time, mileage, or do anything meaningful for employees with the mobile app or web for the last year. How can your engineers not fix an error in 7 months? The only possible causes for the delay are that 1) the error is not important to your team, or 2) there is so much broken in your system that your engineers are inundated with a backlog of fixes, or 3) you are severely understaffed. My employees trying to engage with support have received countless runarounds from your support team when trying to get these issues addressed. I have never encountered a software company that has failed to fix an error in 7 months. You suggested adding user as standard user, and we still get the same error message! I demand you reimburse my subscription fees for the period where you did not deliver the service I paid for!

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