The questions our support team receives most often about employee profiles.
Creating and importing employees
| Question | Answer |
|---|
| I clicked "Create employee" but the window doesn't close and no error appears | The Email field is prefilled with the word Auto — that is not a valid email. Delete it and enter a real email. See B2-01. |
| It says the email already exists | That email is already used by another employee, including someone whose account has been deactivated. Use a different email or find the old profile. |
| The import file has 74 columns — do I have to fill them all in? | No. Eight columns are enough for employees to start using the app right away. See the classification table in B2-03. |
| After importing the file, the Branch and Department fields are empty | The names in the file don't match the names declared in the system. Fix the file and import again using the Update information type. |
| I imported wrong data — can I undo it? | There is no undo button. Use Update information to overwrite, or delete each incorrectly imported profile. |
Search and display
| Question | Answer |
|---|
| I can't find an employee in the list | Check the three filters for status, department and branch — they stack on top of each other. Clear all filters and search again. |
| The Total employees count differs from the Active count | The difference is the number of deactivated accounts. Filter by status to see the list. |
| The table is missing a column I need | Click the icon at the right corner of the header row to turn the column back on. See B2-06. |
| The exported file has fewer people than there really are | A filter was still on during export. Clear the filters and export again. |
Profiles and permissions
| Question | Answer |
|---|
| An employee can't log in after their profile was edited | You may have changed their email or phone number — that is their login information. Let them know the new details. |
| An employee can see other people's salaries | Immediately check that person's Permissions tab and the access group configuration. See B2-17. |
| A manager can't see employees in their team | Check the access group and department in the Job tab. Data scope comes from the access group. |
| I can't upload documents to a profile | The Upload button is only enabled when you are inside a folder. Create a folder first. See B2-13. |
| Who edited this profile? | Open the History tab — it records the person, time, device and old/new values. See B2-20. |
Leave, assets and offboarding
| Question | Answer |
|---|
| An employee's leave balance is wrong | Check the approved leave requests before editing the balance. Most often it is caused by a request approved under the wrong type. See B2-11. |
| When an employee leaves, should I Deactivate or Delete? | Deactivate. Deleting loses historical data needed for tax finalization and insurance. See B2-21. |
| Can a deactivated account be reactivated? | Yes. The data remains intact. |
| What if I delete an employee by mistake? | It cannot be undone. You must recreate the profile and re-enter the data. |
| Where do I check asset handover when someone leaves? | The Assets tab in the profile is the official list of items to recover. See B2-12. |
If you can't find your answer here, see the D1 Troubleshooting article group or submit a support request with the employee ID, a screenshot and a description of what you just did.
