Zoho Payroll Error Handling and Resolution Manual - Part One
Summary:
This guide provides detailed explanations and step-by-step resolutions for commonly encountered errors in Zoho Payroll. It is intended to help admins and payroll managers troubleshoot and resolve sync issues, integration mismatches, and field validation errors with ease.
Note:
This article is Part 1 of a two-part series covering the most frequently encountered errors and their resolutions in Zoho Payroll. In this first part, we walk through 12 common errors, covering issues related to employee status, pay run constraints, domain mismatches, and more.
To explore additional errors (13–25), including field validation, integration mismatches, and salary configuration errors, refer to Part 2 of this series
Common Zoho Payroll Errors and Resolutions:
1. Sorry, you cannot do any operation for an employee who's dismissed:
Cause: Employee profile updated in Zoho People after being exited in Payroll.
Resolution: Match data between Zoho People and Payroll. Revert changes in People to clear the error.
2. You cannot revert the exit process, as the final settlement payroll is completed.:
![](https://download-accl.zoho.in/webdownload?x-service=writer&event-id=hzqan1a8bfb98c7d84a5aa68f946a2e968326&x-cli-msg={"imgurl":"57f54066175647777966a9f2af75e05545eeb519aa33831d73267eaffcf96f90182da4601c7536b5d0943a71fd2058ec","rid":"hzqan1a8bfb98c7d84a5aa68f946a2e968326","module":"image"})
Cause:
This error occurs when an attempt is made to revert the exit of an employee after their final settlement payroll has already been processed in Zoho Payroll. Once the termination pay run is completed, reverting the exit is not allowed directly due to payroll compliance and record finalisation.
Resolution:
Option 2: Use 'Rejoin Employee' (If Final Settlement is Already Processed)
If the final settlement payroll has been completed and the employee is returning to the organization:
* Use the “Rejoin Employee” option in Zoho Payroll.
* This will create a fresh employment cycle and allow new payroll processing without tampering with the historical data.
Rehire employees in Zoho Payroll
How can I undo termination if the termination payroll is already processed?
NOTE: The rehire feature for the respective Zoho Payroll organisation can be enabled from our end post getting the Org ID of the Zoho Payroll instance.
3. The date of joining cannot be changed as you've already generated a payroll for this employee.
Cause: This error occurs when you attempt to change the Date of Joining (DOJ) for an employee after a payroll has already been processed that includes them. Since the payroll calculation depends on the original DOJ, it locks the date to maintain payroll integrity.
To change the DOJ for an employee:
1. Identify the Pay Run(s) in which the employee was included.
2. Revert the relevant pay run(s) to unlock the DOJ field for editing.
3. Once reverted, edit the employee's DOJ to the correct date.
4. Reprocess the payroll after updating the date.
Revert a pay-run: Reverting Payroll
4. User exists in another data centre:
This issue typically occurs when an employee’s email ID belongs to a different data centre (DC) or domain than the one in which the Zoho Payroll organisation is hosted.To resolve this, the employee must migrate their account from their current domain to the domain of the Zoho Payroll instance.
For example, if the employee’s email ID is associated with the .com domain while your Zoho Payroll organization is hosted in the .in domain, the employee will need to move from .com to .in.
Follow the steps below to complete the process:
1. Close the existing account in the .com domain
* Open a browser and visit accounts.zoho.com.
* Log in using your email ID and password.
* Navigate to Settings → Close Account.
* Provide the required details and confirm the closure.
2. Accept the new invitation from the correct Zoho Payroll organisation
* Check your email inbox for an invitation from your Zoho Payroll organisation.
* If you don’t see it, request any of your Zoho Payroll administrators to resend the invitation.
* Click the invitation link, which will redirect you to a credentials creation page.
3. Create credentials for the correct domain
* Set up your new credentials.
* You will then be automatically redirected to the Zoho Payroll organisation in the correct domain.
Note: Closing the employee’s Zoho Account in the .com domain will revoke access to all Zoho applications currently associated with that account.
5. Last working day cannot be edited as the final settlement payroll has already been processed for this employee.
It appears that the Date of Exit (DOE) for the employee differs between Zoho Payroll and Zoho People, where the full and final settlement (FNF) has already been completed in Zoho Payroll.
Please verify the DOE in Zoho Payroll and update the same date in Zoho People to ensure consistency between both applications
6. The Last Working Day should fall within the current month.
We would like to inform you that the Date of Exit (DOE) for an employee must be updated before processing the regular payrun.
Example
If an employee’s Date of Exit is 14th October 2023, you must terminate the employee before processing the October regular payrun.
If the October pay-run has already been processed and you later update the Date of Exit as 14th October, you will not be able to terminate the employee, since the exit date falls within the same month in which the regular pay-run was completed.
How to Resolve
To resolve this, please ensure that the last working day (Date of Exit) you enter falls in a month where the employee has not been processed in payroll.
In other words, the exit date must belong to a month that has not yet been included in any completed payrun.
For more details, refer to the following help document:
Steps to Correct the Issue
- Delete the processed payrun.
- Mark the employee as Terminated/Resigned in Zoho People.
- In Zoho Payroll, navigate to:
Settings → Zoho Apps → Zoho People → View Details → Instant Sync
and perform an Instant Sync to reflect the termination details. - Once the sync is complete, you can process the Regular Payrun and Exit Payrun separately.
Important Note:
Before reverting a pay-run, make sure to take a backup of the existing pay-run data:
- Go to Zoho Payroll → Payrun → Payroll History
- Select the respective pay-run
- Click Export Data → Payroll Data → Employee Payrun Details → Export
For detailed steps on reverting a payrun, refer to the help article: Zoho Payroll: Steps to Revert Payrun
7. Employee has already associated with the user ID. Employee exists in the following services [Expense].
Please check whether the employee’s email address is already present in Zoho Expense.If it exists, kindly remove the email address from Zoho Expense and add it first in Zoho Payroll.
Once the email address has been added in Zoho Payroll, perform a sync to update the information in Zoho Expense.
8. Please remove the Bank information for this employee. The Payment mode does not support Bank Account info.
If you encounter an error related to the payment mode, please verify the current setting:
>> Check whether the Payment Mode is marked as Cheque.
If yes, update the Payment Mode to “Manual Bank Transfer” to clear the error.
9. This employee number is already associated with an inactive user. Enter a new employee number or the existing email address of this user.
There might be a new profile created for the same employee in Zoho People, which is causing this error. Kindly enter the new Employee ID or the employee’s email address associated with that profile, and then try syncing again. This should resolve the error.
10. You haven't added any locations in Zoho People. Configure locations in Zoho People and try again.
As the error indicates, you need to update the Work Locations in Zoho People. Please follow the steps below:
- Log in to Zoho People using Super Admin access.
- Navigate to Settings → Marketplace → Zoho.
- Under Zoho Payroll, click View Details → View.
- In the Integration Preferences section, update the Work Location and click Save.
11. The State cannot be changed for this Work Location.
It appears that the State for the Work Location has been changed in Zoho People, while the same location is already synced with Zoho Payroll. This discrepancy is causing the reported error.
Please note that once a work location is created in Zoho Payroll, you cannot modify its state, as the state is used for Professional Tax and Labour Welfare Fund calculations.
Steps to Resolve
- Verify the State in Zoho Payroll
- Check the state configured for the work location in Zoho Payroll.
- Ensure that the same state is updated in Zoho People.
- Alternatively, if you wish to change the state:
- Create a New Location in Zoho People
- Log in to Zoho People with Super Admin credentials.
- Navigate to Settings → Locations → Add Location.
- Enter the required details, including the new state.
- Add the New Location to Sync Preferences
In Zoho People, go to Settings → Zoho → Show Details under Zoho Payroll.
Click View → Edit Location → Add the New Location → Update.
Sync Locations to Zoho Payroll
Log in to Zoho Payroll.
Navigate to Settings → Zoho Apps → View Details under Zoho People.
Click Instant Sync to update the new location details.
Reassign the Original State (if applicable)
For previously synced locations, ensure that the state matches the one configured in Zoho Payroll to maintain consistency.
12. Enter a valid Bank Name that does not exceed 80 characters.
The error message "Enter a valid Bank Name that does not exceed 80 characters" typically occurs when the Bank Name entered in the employee’s profile exceeds the system’s character limit.
To resolve this issue, please follow the steps below:
- Verify the Bank Name entered in the employee’s profile.
- Ensure that it is accurate and does not exceed 80 characters, as this is the maximum limit allowed.
Once the Bank Name is updated accordingly, the error should be resolved.
This concludes Part 1 of our Zoho Payroll Error Handling and Resolution Manual.
- Date of joining/pay period mismatches
- Exit sync issues
- Invalid routing codes, PAN duplication
- Salary revision and CTC structure errors
- And more...
Custom Solution Created by Balaji | Zoho Partner Support
If you need any further clarifications, please don’t hesitate to contact - partner-support@zohocorp.com.
Additionally, we kindly ask all "Europe and UK partners" to reach out to partner-support@eu.zohocorp.com.
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