Quick Qs & As

How do I change my password?

Navigate over to "Company Settings", and then "Company Users". Select your User Name on the left-hand side, change your details, and then select "Save".

How do you backdate a termination?

You need to create a one-off pay period. The last working date will need to sit within the one-off pay period’s dates. Click here to find out more.


Why is this employee not accruing annual leave?

This is usually caused by an incomplete setup for an employee without default hours. Click here to find out more.


Why is this former employee not being paid out all of their annual leave hours?

There is a common misconception that when an employee is paid their final pay, they are paid out their accrued annual leave. This is untrue. Employees are paid out for the annual leave hours they are due, and 8% of their gross earnings since their last anniversary, which is somewhat of a substitute and usually close to the employee's accrued balance value.

How do I add an additional IRD tax deduction to an employee?

In "Employee Settings", "Employee Details", there is an option under "Other Details" called "Tax Arrears". Click here to find out more.

Why does this import file not work?

If you try to import and the system displays a mismatch error, then that means that the employees do not match with the file/system. If you try to import and there is no error, then it could be that the formatting of the file is incorrect (not enough columns or wrong information), but it could also be because the dates in the file sit outside the current pay period. If you cannot find out what is wrong, then you are welcome to contact our help desk so that we may look over the file for you.

Why do I keep seeing the number four on my screen when I try to view filing returns?

You need to reauthenticate your Crystal Payroll with the IRD. Please navigate to "Company Settings", "Payroll Settings", "General Settings", and then select "Set Authentication" or "Reset Authentication" under "Payday Filing Settings". Follow the instructions from there.

Why can't this employee submit their timesheet? (Crystal Timesheets Add-on)

It is likely that they have not been set up to use the timesheet modules system. Please navigate to "Employee Settings", "Employee Details", and select the employee from the left-hand side, then under "Other Details", select "Default Hours". Ensure that either "Employee Timesheet" or "Leave Request & Default" are ticked.

Why can't this manager approve my employee's timesheet? (Crystal Timesheets Add-on)

Please navigate to "Company Settings", "Company Users". Change the option over to "Manager", and then select "Manager Duty". Ensure that the manager is set to manage the employee.

More in the FAQ

How to Assign a Half Day Off

How to Process ACC 1st Week & ACC Paid Leave

How to Alter a Previous Pay Period

How to Opt-Out from Kiwisaver

How to Authorise an Accountant

How to Record Parental Leave

Minimum Employee Rights during Annual Shutdowns

Annual Leave Settings - In-depth Overview

How to Manage COVID-19 Payments

The Different Types of Income

How to Enter Leave Balances

How to Set Up Sick Leave for an RSE worker

How to Pay an Employee for an Annual Shutdown When They Have Been Employed for Less than One Year