Something not working?

Check it’s a .csv or PAPDIS file — no .xlsx or .pdf.

Check column headers haven’t been renamed.

Try re-exporting from your payroll software.

See: What file format do I need?

Read the error message — Jarvis tells you what’s wrong with each record.

Fix the flagged records and re-upload just those.

See: My submission has errors

Check you used the correct payment reference.

Bank transfers take 1–2 business days to match.

If it’s been 3+ days, email [email protected] with the transfer details.

See: How do I check my payment?

Check they’ve been enrolled, they need to appear in Enrol Members before you can submit contributions for them.

Check NI number matches exactly.

See: How do I enrol employees?

Try resetting your password.

Check you’re using the email address associated with your employer account.

Still stuck? Email [email protected].