Support cannot see my payroll data
Why does support ask me to share evidence manually?
What this means5 sections
Paydae Desktop keeps standalone payroll records in the local workspace boundary. Support therefore cannot assume direct access to the live employee, transaction, payroll, or statutory data on your computer.
What this means
A support agent may ask you for a screenshot, exact validation message, audit reference, selected log, diagnostic package, exported document, or other evidence that you explicitly choose to share. The customer portal is a separate account, licensing, download, and support surface; it does not expose the desktop payroll record by default.
How to provide useful evidence
- Record the organisation, screen, period, employee or run identifier, timestamp, app version, and exact status/message.
- Use the app’s visible “Audit evidence”, generated-output metadata, readiness card, or validation details where relevant.
- Redact unrelated employee bank details, identity numbers, amounts, and other personal data unless the support request specifically requires them.
- Share the selected evidence through the approved support request or access-grant process. Do not give credentials or send a complete workspace backup as a first response.
- Keep the local record and support reference together so the evidence can be matched to the same run or output.
Important boundaries
This boundary is intentional and does not mean that a failed request is lost. Support can help interpret a message or confirm a product defect from user-provided evidence, but cannot treat a screenshot as a substitute for the backend payroll result or official receipt.
What to check
The evidence should identify the same organisation and record as the failing screen. For payroll, use the run ID or finalisation reference; for statutory outputs, include the output ID, validation status, and hashes; for timesheets, include employee/week and import summary.
Still stuck
Ask support which exact evidence is needed and why. If the issue involves an official filing or payment, retain the official channel receipt and do not infer submission from a Paydae “Generated”, “Simulated”, or “Accepted” display without checking the authority’s records.