Table of Contents

Payroll FAQs - a troubleshooting guide

Dallas Estes Updated by Dallas Estes

For answers to common payroll troubles. Check the table of contents on the right for your question.

1. Help! I can't log in to BeyondPay

a. READ FIRST! - Most common login solution

Most login issues are caused by logging into beyondpay.com instead of using your company-specific login link.

  1. The easiest solution is to enter your company-specific login link. When you use your link, the login screen should look like this, and will not ask for Company name:
    1. You can get the link from your ArtsPool workforce administrator, or from your supervisor. An example is shown here:
      Bookmark this URL for the future!
b. Forgot password?
  1. Make sure you are logging in with your company-specific login link (see 1a). The login screen will look like this, and won't ask for your Company name. Click Forgot your password?
  2. Enter your Username (usually your email address). Click Continue.
    1. You will sometimes be prompted for your Social Security Number or Security Question when resetting your password. If you can't remember the answer to your Security Question, contact your workforce administrator and they can reset the authentication.
  3. An email will be sent to you with a temporary password. Be sure to use the login link provided in that email, and bookmark it for the future.
  4. Once you log in, you'll be prompted to change your password. Old password will be the password you received in your reset email. For New Password, be sure it matches all of the requirements in the yellow box, or you'll receive an error.
    1. If you have trouble resetting your password, double-check that you are using the same password for New Password and Confirm New Password, and that it matches all of the requirements in the yellow box.
    2. The password reset is best done from a computer if you encounter errors. If you continue to have problems, screenshot any errors you receive, and contact your workforce administrator for guidance.
c. Locked out of BeyondPay
  1. If you're locked out of BeyondPay, you will see an Account Locked alert:
    1. Contact your supervisor and ask them to unlock your account; you won't be able to log in until your account has been unlocked.
    2. Once your account has been unlocked, make sure you are using the correct login link. As needed, follow the steps to reset your password.
  2. If you do not see an Account Locked alert, ensure you are logging in with the correct link. The login page will look like this, and will not ask you for your company name:
d. I reset my password, but can't login after
  1. Make sure you are using the correct login link.
  2. Ensure you are entering your new password, not your temporary password or an old password
  3. If you continue to have trouble, try resetting your password once more. Screenshot any errors you receive and contact your workforce administrator for assistance
e. Can't reset password - "Invalid information for password reset"

If you can't reset your password and receive the following error - Invalid information for password reset - then it's possible the answer to your security question isn't being entered correctly.

  1. Contact your Workforce Administrator or payroll approver/supervisor for assistance. You will need your password to be reset on your behalf. Once your password has been reset and you log in, you will be prompted to change your password. If you have any questions, see Steps to change password.
    1. To prevent a recurrence of this issue, change your security answer once you are able to log in. From your Home screen, click on the Menu icon
    2. Single Person Icon > My Information > My Profile > Change Security Question
    3. Enter your password, a new security question, and a new security answer. Click on the eye icon to see your responses. Once complete, click Change Security Question.

2. I can't access my timesheet

  1. First, check out our HelpCenter article: Submitting your timesheets in BeyondPay
  2. To get to your timesheet, from your homepage, select My Actions > My Current Timesheet
  3. Make sure the timesheet dates are correct. If the status is Open, you can edit this timesheet by clicking the Pencil icon. If the status is Submitted or Approved, the timesheet has already been submitted and can't be edited. Contact your payroll approver at your company for assistance editing your timesheet.

3. I can't find the correct Activity or other field on my timesheet

  1. From your timesheet, click the arrow next to the Field you are trying to populate
  2. If you don't see the option you're looking for, click Browse
  3. You'll notice there are only 10 results showing per page. You can either:
    1. Click Page and select 200 to show up to 200 results per page, which will show all selection options
    2. Or use the Search Bar to find what you're looking for
Note: If using the search bar, notice the starts with text - this will only search for fields which start with what you enter. If you'd like to try a more general search, try replacing "starts with" with "like."

4. I need to change my personal information

  1. See our Employee Setup: A to Z Guide for an overview of payroll account setup; it may have the answer you need!
  2. If you need to change your name in payroll, see Changing your name with ArtsPool
  3. For other changes to personal information, see Edit my profile in BeyondPay; My Personal Info > My Profile
a. Change withholdings
  1. To change your withholdings, see Submitting W4 and State withholding forms in BeyondPay
b. Change bank account information
  1. To change your direct deposit information, see Submitting direct deposit info in BeyondPay
Note: If you want to receive payment through direct deposit, add your account information into the system at least one week prior to the Thursday pay date. If this isn't possible, you will need to contact your workforce administrator to authorize deposit to your account.

ArtsPool Mobile App

For information on setting up and using the payroll app for your mobile phone or other device, see the BeyondPay Mobile App guide.

Additional information

For more articles, see ArtsPool's HelpCenter: BeyondPay Training, which includes guides on:

  • Submitting timesheets
  • Submitting and approving time-off requests
  • Downloading your W2
  • Navigating BeyondPay
  • New Hire Onboarding

For additional information or guidance, contact your workforce administrator and we will be happy to assist.

How did we do?

Submitting and approving employee time off requests

Submit time off request in the ArtsPool app

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