Troubleshooting Payments

Go to the work roster and use the information below to troubleshooting.

Status Column

• Yet to Start: payee has not created their profile in Vensure. 

  • Ask payee to search for email from “3STEP <noreply-3STEP@VENSURE.COM>”

  • Go to the Action column and hover over the kabob to Resend Registration Email (the same action can be done in the payee database)

• Not Ready for Payroll: check the Forms and Compliance columns to see what they need to complete. 

  • Players Health BGC results may take up to 1-3 business days

  • Players Health API to Vensure to update statuses occurs at 4am, 12pm and 4pm daily

• Ready for Payroll: Click the box next to the payee, go to Timecard and look at Status column.  See attached Timecard Status Column Key for symbol descriptions.

  • If it shows a payee has been paid but they said it was not deposited in their bank account, ask them to login to their Vensure account and go to Payroll to view payment method. Most likely they were issued a paper check because the pre-not authorization did not come back in time from the bank to be paid by direct deposit.

  • If payee has a status of Ready for Payroll but does not show as paid in the timecard entry, the most likely reason is the payee’s status became Ready for Payroll after Tuesday at 3pm EST and missed the approval deadline.  They will be paid next week.

Forms Column – hover over icon to view detail. 

• Red: has not completed any of the required forms

• Yellow: has started but not completed all required forms

• Green: has completed all required forms

Payee still needs to complete forms:

• Payee needs to login to their Vensure account and go to My Forms

Compliance Column – hover over icon to view detail

• Orange: has not started

• Yellow: has started but not completed

• Green: has completed

• Red: row is highlighted in red – payee BGC has been flagged and is not cleared for work

• N/A: role does not require compliance

Payee is missing compliance:

• Payee needs to click here to go to Players Health and complete the BGC, abuse prevention and concussion training.

• Substituting BGC with approved national governing body BGC? Payee needs to click here to complete abuse prevention and concussion training only.

  • You must work with your regional admin to substitute BGC in Vensure – this does not happen automatically

• CLICK HERE to view which roles require compliance.

HOW TO TELL IF A PAYEE HAS BEEN PAID

Click the box next to the payee(s), go to Timecard and look at the Status column.

Open

If it shows a payee has been paid but the payee did not receive the direct deposit, ask them to login to their Vensure account and click on the Payroll icon to view the payment method.

If a check was issued instead of direct deposit, it is because:

1. Invalid bank information was entered and 3STEP’s HR team will reach out to the payee to correct.

2. Pre-note authorization did not come back in time from the payee’s bank for direct deposit to become active.

Pre-note authorization process

• Takes 5-7 business days for to complete.

• Process starts when the payee adds (or changes) bank information.

• Paper check is issued if it does not come back in time for the payment.

  • Direct deposit should be active for all future payments.

• If pre-note is returned because of bank account errors, 3STEP’s HR team reaches out to payee to update/verify their information.