Appendix I — Troubleshooting FAQ
Each answer gives the usual cause first, then where to look. If none fits, the activity log (Chapter 91) shows what changed and when.
Access and sign-in
Someone cannot see a page a colleague can see.
Their role lacks the permission (Chapter 14), or the page is not in your plan and shows a lock (Chapter 93).
A manager sees no approvals at all.
They are on the Employee role; give them a manager role such as Department Head, and check their reports' reporting manager (Chapter 89).
An employee is locked out after wrong passwords.
The account locks for a while after repeated failures; Login History shows the attempts (Chapter 91). They can also reset their password (Chapter 6).
Nothing can be saved anywhere; every change is refused.
The workspace is read-only: the trial ended or the subscription lapsed. Choose a plan on the Billing page (Chapter 93).
People
A new employee's portal is nearly empty.
They are still New until their contract is accepted or activated (Chapter 18).
An employee changed their details but HR still sees the old ones.
The change waits in Profile Approvals (Chapter 21).
An employee is missing from a picker or a list.
Check the status filter (leavers are often excluded) and their status (Chapter 19).
Time and leave
A day shows Absent although the person worked.
No punch reached Operentra for that day: check the device sync (Chapter 40) or ask for a regularisation (Chapter 39).
No punch reminder was sent.
Reminders are off, the shift does not need punches, or it was a day off, a holiday or leave (Chapters 36, 95).
A leave balance looks too low mid-year.
The type accrues monthly or quarterly (Chapters 45, 47).
A leave application counts fewer days than the date range.
Weekends and holidays are not counted unless a sandwich rule applies (Chapters 44, 48).
The new year has no leave allocated.
The new fiscal year does not exist yet, or allocation has not run; check Fiscal Years and Leave Allocation (Chapters 10, 47).
Pay
Someone is missing from the payroll run.
They are not Active or have no salary assignment in force for the month (Chapters 52, 55); the run lists who was skipped and why.
The run cannot be approved.
The pre-flight shows a blocker; fix it and process again (Chapter 55).
An employee cannot download their signed payslip.
They must acknowledge receipt first, after HR records the payment (Chapters 58–59).
A loan instalment was not deducted.
The loan was not active that month, or the run had already been processed; a missed instalment is taken in the next run. A paused loan's instalments are skipped until HR resumes it, and those for the months that passed meanwhile move to the end of the schedule (Chapter 60).
Tax Certificates are missing from the menu.
No income tax is withheld in your workspace's country, or your plan has no payroll (Chapters 63, 93).
Communication and documents
An employee says they never received an email.
Email Logs show whether it was sent, skipped (and why) or failed (Chapter 91); check the trigger is on (Chapter 79).
An announcement reached the wrong people.
Its audience was set too wide; edit the audience (Chapter 78).
A letter shows a wrong or empty field.
The record it reads is incomplete, or the template uses a variable that does not apply (Chapter 76, Appendix D).
Data
A report disagrees with what you expected.
Check the filters, the period and who is included (Chapter 90.7).
Someone asks who changed a record.
Activity Logs, filtered by entity type and dates (Chapter 91).