This guide covers intuitive customer inquiries such as: “Where are the employees?”, “I can’t find the employees”, “The employee list isn’t showing for me”, before diving into details about adding or editing.
The Basic Answer
The employee list is available within the Payroll module
Path: The Payroll dropdown menu ← Employees tab.
If the customer can’t find the employee list, ask in the following order
1) Is the Payroll feature enabled in the first place?
When the customer clicks on Payroll from the dropdown menu:
- If only one option appears for them, which is “Enable Features” ← this means the Payroll module is not enabled. The Payroll module is a separate add-on (not included in the default plan) and must be enabled the first time.
- If some items appear within Payroll but the Employees tab specifically is missing ← move to question 2.
2) Does the user have “Employees” permission?
Payroll module permissions are separate for each item, and must be granted manually to each user individually. The items that have separate permissions:
- Deductions
- Bonuses
- Advances
- Payroll Receipts
- Work Schedules
- Employee Slips
- Employees
- Payroll Processing
If the Employees tab is hidden from the user, request that the owner/admin grant them the “Employees” permission from Settings, then Users, then Role Management from the top options, and grant the required role the permission.
3) Does the subscription cover the number of employees?
If the employee list appears but the + button to add a new employee doesn’t show, this is due to the subscription (additional employees are not covered by the plan) or the user doesn’t have add permission but only view permission, and the role permissions can be modified.
Response Style
Always start with one clarifying question before explaining all the reasons: “When you click on Payroll, do you see only the ‘Enable Features’ option, or do you see other items but don’t see the Employees tab specifically?”, this identifies the correct branch of the scenario for you and prevents overwhelming the customer with all possibilities at once.
