All Guideline participants must have an email address on file in your Guideline Roster. If you received a “Missing information” task on your dashboard due to a missing email, there are several reason why this could be:
1. The email addresses aren’t in your payroll system.
In this case, you need to assign email addresses to your employees in your payroll provider.
If your payroll provider is a 360 integration partner, the email addresses should sync automatically to your Guideline Roster within 24 hours of the change.
If you use a 180 payroll sync provider or you have a self-service plan, you’ll need to manually enter the email addresses in your payroll provider platform as well as in your Guideline Roster. You can enter this information by clicking the “Missing information” task or navigating to the Roster tab in your dashboard.
2. Employees are assigned the same email address.
This error typically happens when employees are using shared email addresses, such as admin@companyname.com or when company-issued emails are reassigned to new employees after former employees leave the company.
To check for duplicate emails, login to your payroll account. If an address is used for more than one employee, you will need to assign a unique address to each, as required by our Terms of Service. You can enter an employee’s personal email address, which will also help our team continue to communicate with employees if they leave your company at any point.
If your payroll provider is a 360 integration partner, the change will sync automatically with your Guideline Roster within 24 hours.
If your payroll provider is a 180 payroll sync provider or you have a self-service plan, you should enter the new email addresses in your payroll provider platform as well as in your Guideline Roster. You can enter this information by clicking the “Missing information” task or navigating to the Roster tab in your dashboard.
3. Your payroll service does not integrate with Guideline.
As a result, you must manually add the emails into your Guideline roster. All emails must be unique to each employee at your company.
4. Your employee has an existing Guideline account from a previous employer.
If this is the case, you can or the employee can submit a support ticket, and we will work with them to merge the accounts.