Each payroll provider is unique in their authentication. Finch has built out integrations authenticate across many providers. There are a variety of reasons why a plan sponsor may not connect on the first attempt in Finch Connect. Here are some common errors and the actions to take to address them. If you do not find a solution here, please email developers@tryfinch.com with the company name and as many details as you can regarding the issue. You can also reply to an email with your plan sponsor and include developers@tryfinch.com to include both your plan sponsor and our technical support team on the thread.
The Finch Connect link does not open
There are a couple quick actions to try if the plan sponsor says the Finch Connect will not open.
1. The TPA can test the link by clicking on it to see if the link will open.
2. The plan sponsor can copy and paste the link into the browser instead of clicking on it.
3. Check that a pop-up blocker is not blocking the Finch Connect Modal from opening.
4. Try another browser.
5. If the above actions do not resolve the issue, send the customer name and description of the issue to developers@tryfinch.com. You can also cc developers@tryfinch.com to an with the plan sponsor.
There is an error for insufficient permissions
In order to access all the data required to compile the file, the person going through Finch Connect must have sufficient permissions. In general, this is a company level admin role. Here are some specific examples of types admin roles needed for payroll providers.
- ADP Run - Owner role (ADP Run - Required Permissions)
- ADP WFN - Admin user must have the ability to create a new user and assign the Standard Practitioner Role. Note - We can not support ADP WFN Cloud
- Insperity - Employee Administrator with specific permissions (Insperity - Required Permissions)
- Justworks - Specific Administrator Permissions (Justworks - Required Permissions)
- Paychex Flex - Super Admin Role (Paychex Flex - Required Permissions)
- Paycom - Ability to perform certain functions (Paycom - Required Permissions)
- Paylocity - Company Administrator (Paylocity - Required Permissions)
- Note - Paylocity has a unique method for custom labels of company administrators. If your plan sponsor has a company administrator role, but is getting an error, please ask them for the specific type of company administrator role they have and email that with the company name to developers@tryfinch.com so we can verify that our system will recognize it.
- Quickbooks Online - Primary Admin or Company Admin (Quickbooks - Required Permissions)
- Note - There must be an available seat before connecting to Finch. Finch Connect will return a specific error if there no available User or Accountant seats.
- Sequoia One - Specific set of permissions (Sequoia One - Required Permissions)
The link has expired
Email developers@tryfinch.com to update the expiration date. Please indicate what the new expiration date should be up (can be up to 90 days in the future). We will do a bulk update for all your links and set to the date you indicate.
Connection Status is "Reauth"?
If you only need annual census data AND the Last Synced date is after January 1 of the current year, then no action is needed at this time. For most connections, if the data has synced on January 1 or later of the current year, then all the data from the previous year has been pulled into our system. If we do identify that the data is incomplete, then we will reach out to you with directions for how to re-authenticate the connection to access the remaining data.