Introduction
This guide provides troubleshooting steps if an employee-submitted timesheet blocks payroll processing with Xero. The solution depends on the region of your Xero account and the timesheet's status (e.g., Approved, Rejected). Note that timesheet management must be done within Xero, not in RosterElf. By following the steps below, you can resolve issues caused by employee-submitted timesheets, allowing smooth payroll processing.
1. Identifying cause of Xero timesheet blocking
Understanding the cause of timesheet blocking issues in Xero is essential. This section covers common reasons, such as employee-submitted timesheets via the Xero Me app, and outlines preventive measures.
1.1 Common cause
1.1.1. Employee-submitted timesheets are often created using the Xero Me app.
1.1.2. Xero only allows one timesheet per pay period, which restricts changes to already approved or rejected timesheets.
1.1.3. Advise employees to avoid using Xero Me with RosterElf to prevent future issues.
1.2 Important note
1.2.1. Recent Xero changes restrict admins from viewing and correcting some timesheet errors.
1.2.2. Employees should not use Xero Me if also using RosterElf.
2. Troubleshooting for Xero (AU) customers
This section provides specific steps for Australian Xero users to resolve employee timesheet issues that may block payroll processing.
2.1 Steps for Xero AU users
2.1.1. Log into your Xero account.
2.1.2. Go to Payroll Timesheets.
2.1.3. Use filters to find timesheets; reset filters if necessary to ensure all timesheets are visible.
2.1.4. Check for Pending Approval, Approved, Rejected, or Hidden timesheets and follow the relevant steps:
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- Pending Approval: Approve, then Revert to Draft.
- Approved: Simply Revert to Draft.
- Rejected: Employee must open Xero Me and Revert to Draft from their app.
- Hidden: Reset filters, or contact Xero Support if the timesheet remains inaccessible.
Additional Resources for Xero AU Customers:
Xero Me - Add or Edit Your Own Timesheet
Xero Central - Add or Edit an Employee's Timesheet
3. Troubleshooting for Xero (NZ) customers
For New Zealand Xero customers, this section provides guidance on resolving timesheet-related payroll blocks.
3.1 Steps for Xero NZ users
3.1.1. Log into Xero.
3.1.2. Access Payroll Timesheets.
3.1.3. Use filters to locate timesheets.
3.1.4. Open the timesheet and delete it if needed.
3.1.5. Reset the timesheet status to Any if it's not visible and contact Xero Support if issues persist.
Additional Resources for Xero NZ Customers:
Xero Central - Add or Edit an Employee's Timesheet (NZ)
4. Troubleshooting for Xero (UK) customers
This section offers troubleshooting steps for UK-based Xero customers dealing with payroll blocks due to timesheet submissions.
4.1 Steps for Xero UK users
4.1.1. Log into Xero.
4.1.2. Access Payroll Timesheets.
4.1.3. Use filters to find the timesheet.
4.1.4. Open and delete the timesheet if required.
4.1.5. Set the timesheet status to Any if it remains hidden, or reach out to Xero Support for assistance.
Additional Resources for Xero UK Customers:
Xero Central - Add or Edit an Employee's Timesheet (UK)
5. Additional support resources
If these steps don't resolve the issue, additional support options are available to help you manage timesheets and maintain payroll functionality.
5.1 Accessing Xero support
5.1.1. If issues persist, contact Xero Support in your region.
5.1.2. Reach out to our team for a video call if further investigation is needed.
Ways to contact Us:
- Email: Reach out to us at customersupport@rosterelf.com
- Book a Video Call: Schedule a free 15-minute video call with our RosterElf Customer Success Team.
- Live Chat: Click the green 'question mark support button' at the bottom right of your browser to start a live chat.
- Weekly Webinar: Join our free weekly webinar for tips and live demonstrations.
Don't hesitate to get in touch; we're always ready to help!