[Personal Info] An employee can't find their payroll information, what should I do?

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.
 
Step 5:
  • 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.
 
 
Process:
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