Pay Stubs are not showing in HUB (Execupay)

Execupay uses the "distributed pay stubs" feature to post pay stubs to HUB for delivery to employees.  When pay stubs for a payroll are not showing in HUB, it usually means that either the distributed pay stub PDFs were not created for the payroll or that they were created but never uploaded to HUB.

To track down why stubs were not posted to HUB, the best place to begin is to go to the Report Library > Distributed Pay Stubs tab in Execupay to see if pay stubs are listed there for the particular check date.  Whether or not distributed pay stubs exist will tell you where to look next.
 
Note: Execupay only posts regular pay stubs to HUB.  It will not post manual checks, void checks, or any other types.

Possibility 1 - No pay stubs are listed in the Distributed Pay Stubs screen:

  1. There may be a problem with the setup of the company and/or employees in Execupay.  To start, review the distributed pay stubs setup for this company to ensure that all necessary settings are in place.  Execupay's HUB Setup Guide walks through this.  Once the setup is correct, open and reprint the payroll to regenerate the distributed pay stub PDFs. Then go back to the Distributed Pay Stubs screen and see if the pay stubs are now there.  If so, hit Post Report on the SHUGO screen to immediately upload them to HUB.  To verify HUB received the stubs, you can log in to the FileGuardian website and review the client's processing history.
  2. If the setup of the client is correct, it could be the case that distributed pay stub PDFs were simply not created at the time the payroll was printed in Execupay.  To start, open the payroll and rerun the print step.  Then go back to the Distributed Pay Stub screen and look to see if the check stubs are now listed.  If so, hit Post Report on the SHUGO screen to immediately upload them to HUB.  To verify HUB received the stubs, you can log in to the FileGuardian website and review the client's processing history.
If the pay stubs are still not showing up in the Distributed Pay Stubs screen, please contact Execupay support for further assistance.

Possibility 2 - Some pay stubs are listed but others are missing:

If some but not all of the distributed pay stubs are listed for employees, this could indicate an incomplete setup of the company in Execupay.  Execupay has two different reports for distributed pay stubs: one report for live checks and a separate report for direct deposit employees.  For stubs to post correctly to HUB, the client should be set up with the report(s) that match the methods of payment their employees receive.  For example, if the client pays a mix of both live checks and direct deposits, they should be set up with both the "Pay Stubs" report and "Direct Deposit Vouchers" web post reports.  Please see Execupay's HUB Setup Guide for additional details.

If this is the case, once the appropriate report has been added to the client, open the payroll and reprint it.  This should create the missing distributed pay stub PDFs.  To confirm this, go to the Distributed Pay Stubs screen to see if distributed pay stubs are now listed.  If so, hit Post Report on the SHUGO screen to immediately upload them to HUB.  Then to verify HUB received the stubs, you can log in to the FileGuardian website and review the client's processing history.

If the pay stubs are still not showing up in the Distributed Pay Stubs screen, please contact Execupay support for further assistance.
 

Possibility 3 - All of the pay stubs are listed yet employees still did not get them:

  1. To start, you will want to double-check the client's processing history in the FileGuardian to see whether or not the distributed pay stubs were uploaded to HUB.  Click here for instructions on how to see the full processing history of a specific payroll.  
  2. If the pay stubs are showing in FileGuardian, then HUB will send emails to employees starting around 6am eastern time the morning of check date.  If employees still have not received their pay stub email, it could indicate that emails were blocked by the client's spam filter.  Have the client check their spam folder and have their IT department add the email address securefile@myshugo.com to their whitelist. This will allow these emails to come through in the future.
  3. If the pay stubs are not showing in FileGuardian then in Execupay hit Post Reports.  Wait about 10 minutes and then go back to into FileGuardian to see if they posted.
  4. If Post Reports does not upload stubs to HUB, open the payroll in Execupay and reprint it.  Then hit the Post Reports button again, wait for 10 minutes and check FileGuardian to see if the stubs show in the history.
After following the steps above, if stubs are still not posted to HUB, please contact Execupay support for further assistance.

Note: If using the Post Reports button works and pay stubs are sent to HUB, this could indicate that there is an issue with either the Execupay Integration Service software or the 9pm pay stub scheduled task installed on your Execupay database server.  They each are responsible for uploading pay stubs to HUB for delivery.  Please review two articles which explain how to ensure that both the integration service (click here) and 9pm scheduled task (click here) are running correctly.

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