A company's payroll can fail due to insufficient funds in the company's bank account. Payments to an employee can fail if an employee enters incorrect bank account information. Luckily, payments can be retried right from Playground Payroll.
Resolve a Failed Payroll
A company's payroll can fail due to insufficient funds. The payroll can also fail if the company closes its bank account and does not add new account information to Playground.
If a payment fails, the payroll will moved to Failed status in Playground.
There are two options for resolving a failed payroll. The company can retry the payment (after adding funds to its bank account or after adding a new bank account) or the company can initiate a wire transfer.
🚨 Retrying the payment will delay employee direct deposits by up to 3 business days. If you want employees to receive their direct deposits on time, you must use the wire transfer method.
Retry a Failed Payroll Debit
Add funds to your company bank account OR add a new bank account to Playground Payroll.
From your Admin Dashboard, click Payroll Home.
Click the Failed payroll to open it. A red banner will appear at the top of the screen to alert you that the payroll payment failed.
Click Retry Payment and then select Retry Payment With a Bank Account as the retry method. Then select the bank account you would like to retry with.
Please ensure that the bank account selected has sufficient funds to retry the payment. The total payment amount will appear in the Retry Payment window.
Click the blue Retry button to initiate the payment attempt from the new account.
Retry a Failed Payroll via Wire
Retrying a failed payroll via wire transfer ensures that employees are paid on time. To achieve this, the wire must be received by 8 PM EST on the day the payroll fails.
🚨 There is a $100 processing fee to initiate a wire payment.
From your Admin Dashboard, click Payroll Home.
Click the Failed payroll to open it. A red banner will appear at the top of the screen to alert you that the payroll payment failed.
Click Retry Payment and then select Send Check a Wire (Recommended) as the retry method.
Select the checkbox to confirm that you understand there is a $100 processing fee for wire payments.
Click the blue Retry button and the wire instructions will appear.
Process the wire before 8 PM EST on the day the wire fails to ensure that employees are paid on time.
Resolve Failed Employee Payments
The most common reason for a failed employee payment is an error made by the employee when entering their account or routing number. Payment can also fail if an employee closes their bank account and does not add new account information to Playground.
If payments for at least one employee fail, the payroll admin and the affected employee will receive an email notification. The payroll will be moved to Partially Paid status in Playground. Open the payroll to view the failed payment details.
There are two options for retrying an employee payment. You can either have the employee update their bank information and retry the payment to the new account, or you can have the payment refunded to your account and pay the employee by cash or check. Discuss these options with the employee and proceed accordingly.
Retry Employee Payment to a New Bank Account
If an employee adds a new bank account, you can retry the payment to the new account.
🚨 It will take 2 - 4 business days for the payment to be deposited in the employee's accounts.
Ask the employee to add new bank account information to Playground.
Open the Partially Paid payroll.
Click Retry Payment from the red banner at the top of the payroll summary.
Select Retry Payment With a Bank Account as the payment method and then select the new bank account from the drop-down.
Click the blue Retry button to confirm the action.
🚨 It is highly recommended that employees delete the incorrect bank account from Playground to prevent future errors.
Additionally, we recommend employees use Plaid to add their bank account. Plaid will verify the bank account before adding it to Playground.
Retry Payment Manually
A manual payment is the best method if an employee requires immediate payment. The payment will be refunded to the company's bank account, allowing the company to pay the employee manually (via cash, check, or another method).
Ask the employee to add new bank account information to Playground.
Open the Partially Paid payroll.
Click Retry Payment from the red banner at the top of the payroll summary.
Select Manual Payment as the payment method.
Click Save.
You will be responsible for paying the employee outside of Playground.
💡 The refunded payment will be available in your bank account in 1-2 business days.