📖 User Guides & Support
💰 PayChecker
Troubleshooting

PayChecker Troubleshooting

Common issues and solutions for using PayChecker.

LES Upload Issues

PDF Won't Upload

Problem: Upload button doesn't work or file rejected.

Solutions:

  1. Check file format

    • Must be PDF format (.pdf extension)
    • Download from employeeexpress.gov only
    • Don't use scanned or photographed versions

  2. Check file size

    • Should be under 10MB
    • If too large, re-download from source
    • Ensure it's not corrupted

  3. Try different browser

    • Chrome, Firefox, Safari, or Edge
    • Clear browser cache
    • Disable browser extensions temporarily

  4. Re-download LES

    • Log back into employeeexpress.gov
    • Download fresh copy
    • Try upload again

LES Parsing Failed

Problem: Upload succeeds but parsing shows errors.

Solutions:

  1. Verify it's a valid LES

    • Must be federal LES format
    • Must be from employeeexpress.gov
    • Not a paystub or other document

  2. Check LES version

    • PayChecker expects standard LES format
    • Contact support if format has changed
    • Provide sample (redacted) for testing

  3. Report the issue

    • Save the PDF
    • Note the error message
    • Contact support with details

Extracted Data Looks Wrong

Problem: Parser extracted incorrect values.

Solutions:

  1. Verify against original

    • Open your LES PDF
    • Compare values side-by-side
    • Check pay period, rates, earnings

  2. Manual correction (if needed)

    • Note discrepancies
    • Contact support to report parsing issue
    • May need to wait for parser fix

  3. Re-upload

    • Delete parsed data
    • Re-download LES
    • Upload again

Shift Entry Issues

Can't Add Shift

Problem: Add Shift button doesn't work or shift won't save.

Solutions:

  1. Check for existing shift

    • Only one shift allowed per date
    • Delete existing shift first
    • Or edit existing shift instead

  2. Verify times

    • Use 24-hour format (07:00, not 7am)
    • Start time must be before end time
    • Format: HH:MM (e.g., 07:00, 15:30)

  3. Check date

    • Date must be within pay period
    • Verify correct pay period selected
    • Can't add future shifts (beyond current date)

  4. Validation errors

    • Read error message carefully
    • Fix highlighted fields
    • Ensure all required fields filled

Can't Add Premium Time

Problem: Add OJTI/CIC/TOS button disabled or entry won't save.

Solutions:

  1. Check shift type

    • Premium time only on Regular or TOS shifts
    • TNW shifts cannot have premium time
    • Change shift type if needed

  2. Verify times are within shift

    ✓ Correct:
Shift: 07:00 - 15:00
OJTI:  07:00 - 09:00

✗ Wrong:
Shift: 07:00 - 15:00
OJTI:  06:00 - 08:00  (starts before shift)

  3. Check for overlaps

    • Premium times cannot overlap
    • Can't have OJTI 07:00-09:00 AND 08:00-10:00
    • Adjust times to not overlap

  4. Multiple entries

    • Can have multiple OJTI entries (non-overlapping)
    • Can have multiple CIC entries (non-overlapping)
    • TOS shifts can only have ONE auto-created TOS entry

Shift Disappeared

Problem: Shift was there, now it's gone.

Solutions:

  1. Check correct pay period

    • Navigate to right pay period
    • Check year is correct
    • Use calendar to find shift date

  2. Check filters

    • Clear any active filters
    • Reset view to show all shifts
    • Check "Show Deleted" option (if available)

  3. Accidental deletion

    • Shifts can be deleted accidentally
    • Check if you can undo (if just deleted)
    • Re-enter shift if needed

  4. Database sync issue

    • Refresh the page
    • Log out and log back in
    • Check internet connection

Premium Time Disappeared

Problem: OJTI/CIC/TOS entry is missing.

Solutions:

  1. Check shift type

    • Premium time auto-deletes if shift changed to TNW
    • This is by design (TNW can't have premium time)
    • Change shift back to Regular if needed

  2. Shift deleted

    • Deleting shift cascades to premium time
    • If shift was deleted, premium time goes with it
    • Restore shift first, then re-add premium time

  3. Check correct shift

    • Verify you're looking at right date
    • Premium time attached to specific shift
    • Click on shift to see its premium time

Verification Issues

"Missing Data" Error

Problem: Verification shows "Missing Data" message.

Solutions:

  1. Upload LES

    • Verification requires LES for the period
    • Upload LES first
    • Then try verification again

  2. Add shifts

    • Need shift data for verification
    • Enter all shifts for pay period
    • Include all premium time

  3. Check pay period match

    • LES and shifts must be same pay period
    • Verify pay period numbers match
    • Verify year is correct

  4. Complete data entry

    • Ensure all work days have shifts
    • Don't forget RDOs (no entry needed)
    • Add all premium time worked

Verification Shows Unexpected Discrepancy

Problem: Expected pay doesn't match what you think it should be.

Solutions:

  1. Review calculation

    • Click "Show Details" to see breakdown
    • Verify hourly rate from LES
    • Check premium rates from Slate Book

  2. Double-check shift entries

    • Count total hours manually
    • Verify all premium time included
    • Look for duplicate entries
    • Check for missing shifts

  3. Verify LES data

    • Compare LES values to what was extracted
    • Check for parsing errors
    • Ensure correct pay period

  4. Understand the formula

    Expected Pay =
  (Regular Hours × Base Rate) +
  (OJTI Hours × OJTI Rate) +
  (CIC Hours × CIC Rate) +
  (OT Hours × OT Rate)

Actual Pay =
  Sum of LES earnings (Regular + Retro)

  5. Consider tolerance

    • Differences under $0.01 are considered matches
    • Rounding can cause small discrepancies
    • Only differences > $0.01 flagged

Can't Run Verification

Problem: Verify button disabled or doesn't work.

Solutions:

  1. Check requirements

    • LES uploaded for pay period
    • At least one shift entered
    • Pay period selected

  2. Browser issues

    • Refresh the page
    • Clear cache and cookies
    • Try different browser

  3. Connection issues

    • Check internet connection
    • Wait a moment and try again
    • Check if API is reachable

Login and Access Issues

Can't Log In

Problem: Login fails or shows error.

Solutions:

  1. Check credentials

    • Use your NATCA member email
    • Verify password is correct
    • Check caps lock is off

  2. Reset password

    • Click "Forgot Password"
    • Check email for reset link
    • Follow instructions to reset

  3. Account not found

    • Verify you're a NATCA member
    • Contact member services to confirm account
    • May need account activation

  4. Auth0 issues

    • Clear browser cookies
    • Try incognito/private window
    • Try different browser

"Unauthorized" or "Forbidden" Errors

Problem: Logged in but can't access features.

Solutions:

  1. Check permissions

    • Some features require specific roles
    • FacRep features only for FacReps
    • Contact admin if you should have access

  2. Session expired

    • Log out completely
    • Log back in
    • Try operation again

  3. Clear session

    • Clear browser cookies
    • Close all browser windows
    • Open new window and log in fresh

Display Issues

Page Not Loading Correctly

Problem: Interface appears broken or missing elements.

Solutions:

  1. Refresh the page

    • Use Ctrl+F5 (Windows) or Cmd+Shift+R (Mac)
    • Force reload without cache
    • Wait for complete load

  2. Clear cache

    • Browser settings → Clear browsing data
    • Select "Cached images and files"
    • Clear and reload

  3. Browser compatibility

    • Use modern browser (Chrome, Firefox, Safari, Edge)
    • Update to latest version
    • Disable problematic extensions

  4. JavaScript disabled

    • Check JavaScript is enabled
    • Check for script blockers
    • Whitelist PayChecker domain

Data Not Updating

Problem: Changes don't appear or old data shows.

Solutions:

  1. Refresh the page

    • Click refresh button
    • Or press F5
    • Wait for data to load

  2. Clear cache

    • Force refresh (Ctrl+F5 or Cmd+Shift+R)
    • May need to clear browser cache
    • Log out and back in

  3. Check connection

    • Verify internet is working
    • Check if other websites work
    • Try again in a moment

  4. Database sync

    • Changes may take a moment to sync
    • Wait 10-30 seconds
    • Refresh again

Performance Issues

Slow Loading

Problem: Pages take long time to load.

Solutions:

  1. Check connection

    • Test internet speed
    • Close bandwidth-heavy apps
    • Try wired connection if on WiFi

  2. Browser performance

    • Close unused tabs
    • Clear browser cache
    • Restart browser

  3. Large data sets

    • Viewing many pay periods at once
    • Filter to specific period
    • Use summary view instead of detail

  4. Server status

    • Check if others experiencing issues
    • May be temporary slowdown
    • Try again later

Upload Taking Too Long

Problem: LES upload seems stuck.

Solutions:

  1. Wait patiently

    • Parsing can take 10-30 seconds
    • Don't refresh during upload
    • Watch for progress indicator

  2. File size

    • Very large PDFs take longer
    • Optimal size under 2MB
    • Re-download if file seems too large

  3. Connection issues

    • Check internet stability
    • Use wired connection if possible
    • Try again if upload fails

  4. Cancel and retry

    • If stuck more than 2 minutes
    • Refresh page
    • Try upload again

Getting Help

If you can't resolve the issue:

Gather Information

Before contacting support:

  1. Error messages

    • Screenshot any errors
    • Copy exact error text
    • Note when it occurs

  2. Steps to reproduce

    • What were you doing?
    • What did you click?
    • What happened vs what you expected?

  3. Environment

    • Browser and version
    • Operating system
    • Date and time of issue

  4. Account info

    • Your member number
    • Facility code
    • Pay period affected

Contact Options

Technical Support:

  • Email: luke.garner@natca.net
  • Subject: "PayChecker Support - [Brief Issue]"
  • Include information gathered above

Facility Representative:

  • Contact your FacRep first for:
    • Pay verification questions
    • Contract interpretation
    • Facility-specific guidance

General NATCA Support:

  • For account access issues
  • Member services questions
  • General platform help

Emergency Issues

Pay deadline approaching:

  1. Document your issue
  2. Contact FacRep immediately
  3. Keep manual records as backup
  4. Submit pay dispute if needed

System down during critical time:

  1. Use manual tracking as backup
  2. Keep detailed written records
  3. Contact support about outage
  4. Enter data when system restored

Related Documentation

Most issues can be resolved by refreshing the page, clearing cache, or re-entering data. If problems persist, don't hesitate to contact support.

Tracking ShiftsFrequently Asked Questions