Troubleshooting integration connection

The integration doesn’t connect to Planday

If a third-party service does not connect to Planday, try these solutions:

Admin Access: Ensure that an admin with full access to all departments sets up the integration.
Access level in third-party: Ensure that you have the correct permissions and have set up any prerequisites in the third-party service you are trying to integrate with.
Pop-Up Blocker: If the log-in window doesn't appear, check that your browser isn't blocking pop-ups.
Credentials: Verify that you’re using the correct username and password.
Reactivating the Integration: If the integration stops working because the admin who set it up was deactivated, follow these steps to reactivate it:
- Navigate to Settings > Integrations > Overview.
- Locate the relevant integration and activate it.

Troubleshooting employee syncing

Employees are not added to the integration when they are created.

To troubleshoot employees not syncing, please check the following settings:

Archived Gender Field: This issue may occur if the gender field has been archived. Payroll integrations like Xero and QuickBooks require mapping employees to the standard gender field. Ensure that this field is not archived if your integration module relies on it.
Missing Required Fields: The sync may fail if an employee is missing required fields in Planday. Check the required fields for each integration below:
- For Quickbooks
- For Xero

Troubleshooting timesheet (hours) syncing

Some hours are not being transferred to the integration.

Unmapped Salary Codes: This issue may occur if the salary codes for certain hours aren’t mapped to any pay items in the integration.
- First, check that the salary codes are properly set up in Planday, usually matching those in your payroll system. Salary codes can be set for:
Hours worked (as per shifts)
Employee groups (job roles)
Individual employees
Shift types
Supplements.
Once the salary codes are set up, go to Settings > Integrations > Overview, click on Manage Integration, and map the salary codes to the corresponding pay items in your payroll system.

To learn more about where and how to add salary codes in Planday, go to How to set up salary codes.

Salary code mapped to wrong pay item: This issue may arise if the salary codes in Planday are mapped with the wrong pay item in your payroll system. To verify which salary code is mapped to each pay item, go to Settings > Integrations > Overview, find the payroll integration, and click Manage Integration.

No hours are shown in the preview report.

This may happen if the integration is not fully set up, and the salary codes haven’t been mapped to any pay items in the integration.

Troubleshooting Holiday Data Syncing

Holiday days from Planday are not transferring to the integration.

To send leave data to your payroll system, there needs to be data on the schedule. This means you should create a shift marked with a holiday shift type (with a rate adjustment set to 100%), so it can be transferred to your payroll system For more detailed instructions, refer to How to use leave with some payroll integrations.

For the Xero integration, see Map your holiday shift types to your Xero leave types.
For Sage 50, see Handling leave with Sage 50 payroll export.

See related articles:

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