Super is not calculating
Check the pay category used in the pay run. Super is controlled at the pay category level.
Leave is not accruing correctly
Check the leave category setup and confirm the accrual calculation is correct.
Timesheet import says employee external ID does not exist
The employee does not exist in SprintPay / Employment Hero or the external ID does not match.
Add or fix the employee record, then re-import the timesheets.
Work Type external ID is not readable
Check the Work Type in SprintPay and confirm the external ID matches what is being exported from SprintSuite.
Import file has “N/A” values
Clear “N/A” from the Units column and Location column for leave requests only.
Do not remove the Units column if the client uses the Meals Allowance rule through SprintSuite.
Total hours were changed but payroll did not change
SprintPay reads start and finish times. Update the times, not just the total hours field.
Payroll was manually changed after import
Manual changes can cause sync or matching issues. Best practice is to fix timesheets and payroll setup before locking and exporting from SprintSuite.
Employee benefits are missing
Standard SprintPay does not include EH Work App benefits, early pay access, or partner benefits. These are only available through EOS or Employment Hero HR.
STP lodgement is not working
Check that ATO electronic lodgement has been enabled and that the person setting it up has the correct ATO portal authority.
Emails are going to spam
Set up DKIM under Email Sender Authentication and have the client’s IT team add the required CNAME records to DNS.