Troubleshoot the issue by following the steps below:
Step 1: Log into the CIQ backend and enter Individual Lookup.
Step 2: Click on the module that your employees are having trouble with (if there are groups, click on the relevant group).
Step 3: Click on the data file name to download it.
Step 4: Open the file in Excel and use Ctrl+F to search for the employee's ID number.
- If you cannot find the employee's ID number, then the employee's data was not uploaded to CIQ. In this case, confirm whether or not this employee's data should have been uploaded.
- If you were able to find the employee's ID number, continue to the next step.
Step 6: Search the employee's ID number in the area indicated below.
- If the employee ID exists, confirm with the employee whether or not they can look up their salary info.
- If the employee can look up their salary info, then there is no issue.
- If the employee is still unable to look up their salary info, please contact the CIQ customer service team.
- If you do not have an employee ID number, please contact the CIQ customer service team.