Quick access to solutions for frequently reported problems
On the login page, click “Forgot Password?”
Enter your registered email address, then click “Reset Password”.
Open the password reset email and click “Reset your password”.
Enter and confirm your new password, then click “Confirm”.
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Go to Security Settings and click the Change PIN button.
Enter and confirm a new 4-digit (or longer) PIN, then click “Save PIN”.
Once the success message appears, click “OK” to return to your settings.
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From the sidebar, click "Submit an Issue."
Fill in the following information:
Issue Title – A short summary of the issue.
Category – The category that best describes the issue.
Priority Level – The urgency of the issue.
Detailed Description – A detailed explanation of the issue.
Attachments (Optional) – Upload screenshots or files that may help explain the issue.
Click "Submit" to send the issue report.
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If government contributions or statutory deductions appear incorrect in payroll, try the solutions below:
Verify that the employee’s contribution information and payroll details are complete and updated correctly.
Check if the employee is assigned to the correct payroll structure and statutory deduction schedule.
Review the payroll configuration settings for SSS, PhilHealth, Pag-IBIG, or other government contributions to ensure they are configured properly.
Make sure the employee’s salary rate and payroll frequency are correct, as incorrect salary information may affect contribution calculations.
Refresh the payroll page and review the contribution details again after a few minutes.
Check if any manual payroll adjustments or deductions were entered incorrectly.
Verify that the correct payroll period and payroll coverage dates were selected before running payroll.
If contribution tables or deduction settings were recently updated, rerun the payroll computation and review the updated records.
If the issue persists, you may submit an issue to our support team through Submit an Issue.
Read the full guide →If you are not receiving the verification email, try the solutions below:
Double-check that the email address you entered is correct and does not contain any spelling mistakes.
Check your Spam, Junk, Promotions, or Updates folders, as the verification email may have been filtered automatically by your email provider.
Wait for a few minutes and refresh your inbox. In some cases, email delivery may take longer depending on your internet connection or email provider.
Make sure your inbox is not full. A full mailbox may prevent new emails from being received.
Try requesting the verification email again by logging out and signing back into your account.
If possible, try using a different email address and request a new verification email.
Ensure that your internet connection is stable before requesting another verification email.
If the issue persists, you may submit an issue to our support team through Submit an Issue.
Read the full guide →If the employee did not receive the invitation email, try the following solutions below:
Verify that the employee’s email address was entered correctly and does not contain any spelling mistakes.
Ask the employee to check their Spam, Junk, Promotions, or Updates folder, as the invitation email may have been filtered automatically.
Wait for a few minutes and refresh the inbox. In some cases, email delivery may take longer depending on the email provider or internet connection.
Try resending the invitation from the employee management page.
Make sure the employee’s mailbox is not full, as a full inbox may prevent new emails from being received.
Ask the employee to log out and sign back into their email account before checking the inbox again.
If the issue persists, you may submit an issue to our support team through Submit an Issue.
Read the full guide →If approval notifications are not appearing or being received, try the solutions below:
Refresh the page and wait a few minutes for notifications to load completely.
Verify that the request was successfully submitted before checking for approval notifications.
Check if the request has already been approved, rejected, or processed by the assigned approver.
Make sure the approver account is assigned correctly and has permission to receive approval notifications.
Ensure that the user has a stable internet connection while using the system.
Try logging out and signing back into the account before checking notifications again.
Try using a different browser or device to check if the issue is related to the current browser session.
If the issue persists, you may submit an issue to our support team through Submit an Issue.
Read the full guide →If an employee’s attendance record is missing or not appearing in the system, try the solutions below:
Make sure the employee successfully completed the clock in or clock out process.
Refresh the page and check the attendance records again after a few minutes, as attendance syncing may take time.
Verify that the employee is assigned to the correct shift or work schedule.
Check if the employee clocked in or out on the correct date and time.
Ensure that the employee has a stable internet connection while recording attendance.
If facial recognition or GPS tracking is enabled, make sure the required permissions are allowed on the employee’s device.
Try logging out and signing back into the account before checking the attendance records again.
Check if filters or selected date ranges are hiding the attendance records from the list.
If the issue persists, you may submit an issue to our support team through Submit an Issue.
Read the full guide →If attendance records are not syncing properly in the system, try the solutions below:
Refresh the page and wait a few minutes for the attendance records to sync completely.
Make sure the employee has a stable internet connection while clocking in or clocking out.
Verify that the employee successfully completed the attendance process before closing the application or browser.
Check if the employee’s attendance record appears in the correct date and time range.
Try logging out and signing back into the account before checking the attendance records again.
Ensure that the employee’s device date and time settings are correct, as incorrect device settings may affect attendance syncing.
If facial recognition or GPS tracking is enabled, make sure all required permissions are allowed on the device.
Try using a different browser or device to check if the issue is device-related.
If the issue persists, you may submit an issue to our support team through Submit an Issue.
Read the full guide →If payroll amounts, deductions, or employee payroll records appear incorrect, try the solutions below:
Verify that the employee’s attendance records are complete and accurate for the payroll period.
Check if the employee is assigned to the correct payroll structure, salary rate, or payroll configuration.
Review overtime, undertime, leave deductions, and holiday pay records to ensure they were computed correctly.
Make sure the correct payroll period and payroll coverage dates were selected before running payroll.
Refresh the payroll page and review the payroll details again after a few minutes, as payroll computations may still be processing.
Check if any manual payroll adjustments or deductions were added incorrectly.
Review the employee’s shift schedule and attendance logs for missing or duplicate entries.
If corrections were recently applied, verify that the updated payroll records were successfully generated and saved.
If the issue persists, you may submit an issue to our support team through Submit an Issue.
Read the full guide →If GPS tracking is not working during clock in or clock out, try the solutions below:
Make sure the device’s Location Services or GPS is turned on before attempting to clock in or clock out.
Verify that the browser or application has permission to access your device location. If location access was previously denied, enable it in your device or browser settings.
Ensure that your internet connection is stable, as GPS tracking may not function properly with a weak or unstable connection.
Refresh the page or close and reopen the application before trying again.
Try moving to an open area with a stronger GPS signal, especially if you are indoors or inside a building with weak reception.
Restart the device to refresh location and GPS services.
Try using a different browser or device to check if the issue is device-related.
Make sure your device date and time settings are set correctly, as incorrect device settings may affect GPS tracking.
If the issue persists, you may submit an issue to our support team through Submit an Issue.
Read the full guide →If you receive an error message while submitting a request, try the solutions below:
Make sure all required fields are filled out correctly before submitting the request.
Check if the selected dates, leave type, or request details are valid and complete.
Refresh the page and try submitting the request again.
Ensure that your internet connection is stable while submitting the request.
If you are uploading an attachment, verify that the file is supported and does not exceed the allowed file size.
Try logging out and signing back into your account before submitting the request again.
Try using a different browser or device to check if the issue is related to the current browser session.
Wait a few minutes and try again, as temporary system delays or syncing issues may affect request submissions.
If the issue persists, you may submit an issue to our support team through Submit an Issue.
Read the full guide →If pending requests are missing or not appearing in the system, try the solutions below:
Refresh the page and wait a few minutes for the requests to load completely.
Check if the correct request category or tab is selected, such as Leave, Overtime, or Certificate of Attendance.
Verify that the selected date range or filters are not hiding the pending requests.
Make sure the request was successfully submitted before checking the pending request list.
Try logging out and signing back into the account before checking the requests again.
Ensure that the employee has a stable internet connection while submitting the request.
Try using a different browser or device to check if the issue is related to the current browser session.
If the request was recently approved, rejected, or deleted, it may no longer appear under pending requests.
If the issue persists, you may submit an issue to our support team through Submit an Issue.
Read the full guide →If the timesheet is displaying incorrect working hours, try the solutions below:
Verify that the employee successfully completed both clock in and clock out records for the workday.
Check if the employee clocked in or out at the correct time and date.
Make sure the employee is assigned to the correct shift or work schedule.
Refresh the page and review the timesheet again after a few minutes, as attendance records may take time to sync.
Check if overtime, break time, or undertime settings affected the total computed hours.
Ensure that the device date and time settings are correct before recording attendance.
Try logging out and signing back into the account before checking the timesheet again.
If the issue only affects a specific employee, review the employee’s attendance records for missing or duplicate entries.
If the issue persists, you may submit an issue to our support team through Submit an Issue.
Read the full guide →If employee payslips are missing or not appearing in the system, try the solutions below:
Refresh the page and check the payroll records again after a few minutes, as payslip generation may take time to complete.
Verify that the payroll period has already been finalized or locked, as payslips may not appear before payroll processing is completed.
Check if the employee was successfully included in the payroll period.
Make sure the employee has complete attendance and payroll records for the selected payroll cycle.
Verify that the correct payroll period or payroll history record is selected when viewing payslips.
Try logging out and signing back into the account before checking the payslips again.
If the payslip was sent through email, ask the employee to check their Spam, Junk, or Promotions folder.
Try using a different browser or device to check if the issue is related to the current browser session.
If the issue persists, you may submit an issue to our support team through Submit an Issue.
Read the full guide →If the mobile application keeps crashing or suddenly closes while using Trellis, try the solutions below:
Close the application completely, then reopen it and try again.
Restart your mobile device to refresh the application and system processes.
Make sure your internet connection is stable, as weak or unstable connections may cause the app to stop responding.
Check if you are using the latest version of the application. Update the app through the App Store or Google Play Store if an update is available.
Clear the application cache or temporary files from your device settings.
Make sure your device has enough available storage space, as low storage may affect app performance.
Try logging out and signing back into your account after reopening the application.
If possible, uninstall and reinstall the application to refresh the app files and settings.
If the issue persists, you may submit an issue to our support team through Submit an Issue.
Read the full guide →If the employee is unable to log in to their account, try the solutions below:
Verify that the employee is entering the correct email address and password.
Make sure that the employee account has already been invited and activated.
Ask the employee to check if the Caps Lock key is enabled, as passwords are case-sensitive.
Try resetting the password using the Forgot Password? option on the login page.
Make sure the employee has a stable internet connection before attempting to log in again.
Try refreshing the page or reopening the browser before signing in again.
If possible, try logging in using a different browser or device.
Check if the employee received the invitation email. For more information, refer to The Employee Didn’t Receive the Invitation.
If the issue persists, you may submit an issue to our support team through Submit an Issue.
Read the full guide →If the employee is unable to clock in or clock out, try the solutions below:
Make sure the employee has a stable internet connection before attempting to clock in or clock out again.
Refresh the page or close and reopen the application before trying again.
Verify that the employee is already assigned to an active work shift or schedule.
Check if the employee is attempting to clock in or out within the allowed shift time.
If facial recognition is enabled, make sure the employee’s face is clearly visible and the camera permission is allowed on the device.
Ensure that the device location or GPS permission is enabled if location tracking is required for attendance.
Try using a different browser or device to check if the issue is device-related.
Ask the employee to log out and sign back into their account before attempting to clock in or out again.
If the issue persists, you may submit an issue to our support team through Submit an Issue.
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