My employee says their paycheck today is less than what it is supposed to be or not received at all. What do we do?

If your employee suspects that their remainder pay is less than they expected or an employee claims not to have received their remainder pay at all, there are few ways to look into this further. The steps below are a means to troubleshoot and to preemptively answer any questions they may have. 

First, log into the Client Portal and access the employee’s pay period summary by clicking Statements at the top of the employee’s user profile. With this starting point, you can see all the relevant information for the specified pay period.

1. Reconcile any early transfers taken that would naturally be factored into today’s remainder payment.
   
   
2. Check on the status of any recent payments to your employee, including today’s remainder payment to see where/when it was sent.
   
   If a payment has still not been received by your employee and it shows as sent on the DailyPay Client Portal, please have them contact their bank first. The bank will be able to offer the most information regarding any pending payments or any potential delays in processing.
   
   In addition, to cover all bases, please have your employee double check the account and routing number to which the payment was sent. By default, all remainder payments will be sent to the primary chequeing/savings account listed within the employee’s profile. 

3. Lastly, keep in mind that in rare instances, if there is an overpayment outstanding from one or more previous pay periods -- that is, DailyPay paid your employee more than they actually earned -- that overpayment will be resolved from the current pay period’s remainder payment. 

If, after going through these possible steps, you still require further assistance, please have your employee contact our dedicated Customer Support team:

• Phone: +1-866-970-7948
• Live Messaging can be found in the Help Centre
• Help Centre: ca.help.dailypay.com