'You prepared this run, so someone else has to approve it.'
This is deliberate: the preparer cannot approve their own run. Ask another Admin to approve it. A company with only one staff login can approve its own runs; PayTrove records that in the audit log.
'Your role (Preparer) cannot do this.'
The action needs a role you do not have (for example approving a run, changing Settings or managing users). Ask an Admin.
The draft says items 'would fail filing or payment'.
Fix each item on the employee record (Tax ID, RSA PIN, state of residence, 10-digit account number), then open the draft again: it picks up the corrected details and the checks run again. Only an Admin can approve over a blocking check, and must give a reason that goes into the audit log.
'This draft was built before the employee records changed.'
Pay figures changed after the draft was built. When an Admin approves, PayTrove lists the differences and offers to recalculate; choose OK to approve with the current figures.
We approved a run with a mistake.
Open the run, choose Reverse run and give the reason. The figures stay on file but stop counting toward tax and remittances. Then create a corrected run for the same period (step 11.4). A payment missed from an approved month can be paid in the next regular run as a one-off, as Savannah Harvest does with back pay (step 10.6).
Should a bonus go in the monthly run or in its own run?
Either. PAYE comes out the same: PayTrove works out the extra tax the bonus causes on the whole year and spreads it over the year, taking the share for the months already worked now and the rest through the remaining monthly runs (chapter 11). Use a separate off-cycle run when the bonus is paid on a different day from salaries.
NHF is not being deducted for someone who asked to contribute.
NHF needs both 'Opted in' and the date the election was recorded on the employee record. Without the date, PayTrove does not deduct it.
Rent relief is not showing on a payslip.
Rent relief needs the monthly rent and the date the employee declared it. Keep the tenancy agreement or receipt, and its reference, on file.
An employee shows 'tax exempt'.
Employees whose projected income for the year is at or below the national minimum wage (₦70,000 a month) are not liable to PAYE. For a casual worker the test uses their projected year from their average paid month, and a daily rate below ₦3,230.77 is flagged as below the minimum wage. If pay rises or a bonus is paid, PayTrove starts deducting PAYE and, being cumulative, catches up over the rest of the year.
How do I pay daily-rated casual workers?
Set the worker's pay basis to Daily rate and enter the rate (step 5.5). Each month, enter or import their days on the draft run (steps 6.3 and 9.3). PAYE always applies; pension, NHF and NSITF are off unless switched on for the worker. PayTrove has no timesheet module, so the days come from your own attendance records.
A casual worker did not work this month.
Leave their days blank or 0: they are left off the run. They still count as an active employee on your subscription while their record is active; mark them inactive between engagements if you do not expect to use them for a while.
Does PayTrove support Barbados payroll?
Not in this version. PayTrove calculates Nigerian payroll only; Barbados NIS and PAYE rates are not built in, and Ask PayTrove says so rather than guessing. Check the Barbados Revenue Authority and the National Insurance and Social Security Service.
The bank rejected the payment file.
The file is a plain CSV (account number, name, bank, amount, narration). Most banks need it copied into their own bulk-payment template. Check every account number is a 10-digit NUBAN.
PCRS rejected an RSA PIN.
A PIN is 'PEN' followed by 12 digits. PayTrove warns about wrongly formatted PINs before building the schedule, but cannot confirm the PIN with PenCom; check it with the employee's PFA.
I have lost my phone.
Sign in with one of your recovery codes, then use Two-factor → Move to a new phone. If you have no recovery codes, ask an Admin to reset your two-factor (step 3.5).
The password-reset email has not arrived.
Check spam or junk. The link lasts 60 minutes and works once; asking again cancels earlier links. An Admin can also set a new password for you on the Users page.
'Your PayTrove plan has 4 user seats and all are in use.'
Admin seats are prepaid. Remove a login you no longer need, or buy more seats with Add admin users on troveuniverse.com/account.html; the new limit applies once the invoice is paid. Employees on self-service never use a seat.
The banner says our subscription is overdue or suspended.
In a grace period you keep full access. If the subscription is suspended, PayTrove is read-only: you can view and download, sign out, and manage your own password, two-factor and contact details. If it has ended, sign-in is refused. Pay on troveuniverse.com to restore access.
Can I run payroll offline?
No. Payroll runs, approvals and remittances need a connection. Offline copies let people read their data and queue leave requests and contact-detail changes.
Does PayTrove email payslips to employees?
No. Employees with self-service download their own; otherwise download the PDFs (one file, or a ZIP with one file each) and send them yourself.
Why is a bonus run's PAYE smaller than the tax rate would suggest?
The bonus run takes only the share of the bonus's extra tax for the months already worked (for example 3/12 in March). The rest is collected by the monthly runs still to come, so by December the full tax on the bonus has been paid. The working is shown under each person's PAYE.
Why are the audit log times one hour behind?
The audit log shows times in UTC. Lagos (West Africa Time) is UTC + 1.
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