Common Issues and Troubleshooting

Use the message on your screen to find the next step below. Your team role matters: Admin and Payroll can fix payees, edit and submit payroll, and send checks. Only Admin can change company setup, banking or team access. Approver can review and approve someone else's payroll; the final required approval submits it automatically. A reviewer whose approval is still current can also finish a refused or interrupted submission.

Payroll Issues

A payroll run won't submit

On the run's last step, Submit Payroll, an Admin or Payroll teammate chooses Submit payroll when approvals are off. When approvals are on, a preparer chooses Send for approval, and another eligible teammate checks the attestation and approves. The final required approval submits the run automatically. If that submission is refused, the approval is kept and the page says Approved. Not submitted yet, or Payroll is on hold when our tax partner is holding your company's payroll. Resolve the reason, then the reviewer whose approval is still current, or an Admin or Payroll teammate, can attest and choose Submit to Greenroom. Processing is the status shown while submission is under way.

A few different things can block submission, at different points:

1. Your company isn't approved to run payroll yet. Every company must be reviewed and approved by Greenroom before its first run — and stays gated on this permanently, not just at launch. If your company isn't approved, starting a run fails outright. Getting approved requires finishing company setup first — see Where the setup checklist actually lives, below — and then submitting your company for Greenroom's review.
2. Our tax partner is holding payroll. Even an already-approved company can be blocked. If our tax partner has closed your company's account, paused your company, or declined its business verification, contact Greenroom. Run Payroll shows what is still blocking payroll in the first-payroll checklist. An Admin completes any named company-setup step. Unconfirmed saved state-tax answers alone do not block payroll; an unfinished tax-setup task blocks only when our tax partner says it does. Funding-account verification and other blocking tasks must also clear. A pending Our tax partner's final review is different: you can prepare payroll, send it for approval, and record approvals; only final submission waits. See The company's final review is pending. A hold after that review reads Payroll is on hold; see Payroll is on hold.
3. The run has already moved past draft/review. Once a run is submitted, its entries lock. A change that arrives while a colleague is submitting is refused with "…is processing — a submitted run can no longer be edited". If our tax partner definitely refuses submission, Greenroom returns the run to In review with the reason, so an Admin or Payroll teammate can correct it. If the outcome is unknown after an interruption, it stays at Processing; after about 15 minutes, Resume submit appears if submission still hasn't finished. An Admin, Payroll teammate, or the reviewer whose approval is still current can use it to check the existing payroll and continue. An Approver confirms a fresh attestation for the revision they approved. Follow the run's message before starting another run. If the original has gone out, use an amendment once it is paid — see Correcting a run that's already been paid.
4. Approvals are on (the default) and nobody who didn't prepare the run has approved it yet. One other eligible teammate must attest and approve. Anyone whose change moved what the run pays counts as one of its preparers: a teammate who corrects a line or a rate is then offered Send for approval instead of Approve this payroll, and someone else approves. Send for approval emails those teammates and shows the delivery result on the Submit step. The Dashboard reads Waiting on approval for each preparer and Waiting for your approval for an eligible reviewer. The final required approval submits the run automatically. If no one else is set up to approve, a notice names anyone who hasn't set a password and offers Go to Team settings (see When no teammate is set up to approve yet). Changing payroll amounts clears the approval; changing the check date keeps it if the amounts stay the same. To turn approvals off for a one-person production, an Admin switches off Require approval from another person under Payroll approvals.

A payroll run won't submit: hours, payees and paper checks

The rest come from the run itself:

5. A union report is missing the hours worked it bills on. Some union benefit contributions are billed per hour, so their report needs each payee's hours. Until they're entered, the step bar keeps the Submit Payroll tab locked and the Submit button is disabled ("Enter hours worked on the union reports first"), and the Submit step marks that union hours worked missing: "Enter hours worked on the [union] report first. This payroll can't be submitted until then." An Admin or Payroll teammate enters the hours on the Union Reports step. Approval is refused for the same reason ("This payroll can't be approved yet — hours worked are outstanding on …"). Marking the union reports reviewed is optional and never blocks anything: "Union review is optional. You can submit without marking every union as reviewed."
6. Someone on the run isn't ready to be paid. At submit, Greenroom checks every payee included on the run: for an employee, whether our tax partner reports them as blocking payroll or their status can't be read (an employee who simply hasn't finished their W-4 or state forms is still paid, at the standard single rate, and listed under Tax forms not finished; see Tax Information); for a 1099 payee, whether our tax partner holds their tax ID and it has passed validation (an unsigned W-9 alone doesn't block once our tax partner holds the tax ID), and whether their payment method is finished there; any representative's payment authorization; and foreign-payee status. If anyone fails, nothing is submitted: the message starts "One or more payees aren't ready to be paid:" and lists each payee with what's missing. Fix those payees, or take them off this run with Remove from run (keeps entries), and submit again.
7. A payee paid by paper check hasn't signed a manual payment certification. As soon as such a payee is on the run, a notice reading "Manual payment certification needed before you send this payroll" names them, each with a link to their setup. Sending is refused until they've signed it in their start-work packet, or until their bank is linked for direct deposit instead.
8. A minor's child trust isn't finished. A minor with a child trust (Coogan) set-aside can't go on a run until the trust authorization is signed and its account is set up: "[name]: payroll needs a signed child trust authorization with its trust account set up. Open the payee's Finish setup to complete it, or assign a start-work packet on the payee page if they have none."

"Deductions exceed pay"

If an included payee's net pay is below zero, Payroll Summary shows Deductions exceed pay, names the payee and the shortfall, and says, "This payroll can't be sent for approval, approved or submitted until these deductions are corrected." An Admin or Payroll teammate can use the row's edit pencil, lower the Amount under Deductions or use Remove line, then Save & recalculate. A recurring deduction is changed under Deductions on the payee's profile. If you're an Approver, ask a teammate with either editing role to correct it before you approve.

A post-tax deduction with a Lump-sum target, such as initiation dues, never causes this: it takes only what the check can still cover, the rest stays owed for later checks, and Payroll Summary lists it under Installments reduced. Look at the payee's other deductions instead. See Payroll Adjustments.

The check date's approval deadline passed

An Admin or Payroll teammate selects Change check date, chooses an available date, and uses Save check date. Greenroom saves the date and recalculates taxes. If the date saves but recalculation fails, open Payroll Summary and recalculate there before submitting; a demo payroll continues to use estimates. Existing approvals still count if the amounts stay the same. An Approver asks a teammate with an editing role to change the date.

The New York unemployment rate needs a decision

The decision on Submit Payroll applies to a run with an included employee. A contractor-only run has no unemployment-rate decision or warning, even if the company has employees elsewhere. An Admin or Payroll teammate reviews the available choices; an Approver asks a teammate with either role to do so. Look up your New York unemployment rate opens the state's employer site. Use the rate assigned there or on your annual UI Rate Notice (Form IA 97).

• Until you add a rate, payroll calculates at the rate our tax partner holds for the payroll's pay date, or at 4.025%, New York's rate for new employers, when it holds none. The decision names that rate, or says it couldn't read our tax partner's.
• I'm a new employer — use 4.025% saves that rate as yours, so later payrolls stop asking. Continue without it for now saves nothing: the payroll calculates at the rate the decision names, and later payrolls remind you until you add your rate.
• If you add a different rate before the quarter ends, our tax partner recalculates that quarter when it ends and debits or credits you the difference. Once a quarter has ended, New York bills or credits you directly.
• Enter the rate without New York's 0.075% Re-employment Service Fund. If your rate notice shows a total, subtract 0.075%: a 3.4% total is entered as 3.325%.

Taxes won't calculate: "Payee setup needs attention"

For Admin and Payroll, Greenroom sends a run to our tax partner to calculate real taxes when you continue to Payroll Summary (or click Calculate taxes). Before sending anything, Greenroom checks whether our tax partner still lacks something it needs to pay each employee. If it does, nothing is sent: the run's tax badge reads Payee setup needs attention, and the reason underneath names the person and what's missing, for example "Jordan Alvarez can't be paid on this payroll yet: our tax partner is still missing their personal details (date of birth or home address)." Other steps can be missing too, such as a workplace assignment, or a contractor's EIN or address, and the message names what to do for each.

When the fix is the payee's record, complete it, give it a minute or two to reach our tax partner, then click Retry sync. Or take them off this run with Remove from run (keeps entries) to send everyone else. If the record already looks complete, contact Greenroom.

A sync can also stop at its time limit. Then the reason says so rather than naming a payee: "Syncing this payroll with our tax partner took longer than its 9-minute limit, so it stopped before finishing and the amounts shown are our own estimates. Sync again; if it stops here again, contact Greenroom before approving this payroll."

If you're an Approver, the tax chip offers no sync button. A failed sync says, "Ask a Payroll or Admin teammate to resolve this before you approve the payroll."

If the badge instead says Taxes out of date — recalculate before submitting, the payroll changed after its last calculation. An Admin or Payroll teammate recalculates from Payroll Summary before submitting.

Checking how a payee's pay was calculated

As an Admin or Payroll teammate, click a payee's row in the Employees & Loan-outs step to expand it — you'll see Contract pay, Assignments, This week's activity, Allowances & reimbursements, and Deductions, plus Gross, Deductions, and Disbursement totals at the bottom of the expanded row.

For the full picture, expand the same payee on the Payroll Summary step. It shows Wages & reimbursements, Pre-tax deductions, Withholdings (their own taxes), and Post-tax deductions, and, for an employee, Employer taxes — not deducted from payee. That last heading reads Employer taxes & fringe — not deducted from payee when the run includes unions or has nonzero union amounts. The same step has a separate Fee & tax breakdown panel for the whole run's employer taxes and fees.

A payee isn't showing up for a run

The panel above the Employees & Loan-outs or Vendors & Contractors table names who isn't on the run. Ready to add lists each payee the draft can take now, with their type and union and an Add of their own. Add all appears for two or more ready payees, so you don't need to start the run over. The panel opens on its own while anyone is ready to add or nobody is on the step yet. An approved vendor with no rate and nothing carried from the last run is in neither list, and Vendors & Contractors says so: "Approved vendors with no rate and nothing carried from the last run aren't listed here. To pay one on this run, add a rate on their payee page."

Not ready yet lists those still missing something. When no one is ready to add, the panel's header introduces this list on its own, for example "2 payees aren't ready for this run". Each row gives the reason:

• "Onboarding incomplete"
• "No active pay rate" (never for a vendor), or, for a payee whose rate doesn't cover the run, what's wrong with it, for example "Pay rate ended [date]; add one that covers this run" or "Pay rate starts [date], after this run's period"
• "Needs a signed child trust with its account set up"

Use Finish onboarding to open the payee record, or Open Finish setup for a child trust. The run still goes ahead with the payees already on it. After an add, a notice names who joined and reports any other payees recalculated, approvals cleared, and taxes needing another sync with our tax partner. It also explains when someone was added but remains excluded from the totals. See Who isn't on this run for the full notice and add refusals.

The payee page's readiness chip shows Payroll-ready when its checks are complete or N to finish when something is outstanding. On the payee list, an unresolved address refusal replaces the readiness dot with Needs attention; the payee page keeps its readiness chip and adds a separate refusal notice. Per Payroll readiness, what's typically left is a pay rate (not required for vendors, or for a contractor or loan-out on Contract / invoice-based payment), a required document, unresolved tax setup, or approval of the payee's setup: no payee shows Payroll-ready before they're approved.

Correcting a run that's already been paid (amendments)

If you need to correct a run after it's already been paid, that's called an amendment in the product (not "adjustment run"). You pick the already-paid run you're correcting and give a reason — Greenroom requires a purpose before it lets you proceed. The correction posts as new payment lines against the original payees; it doesn't rewrite their base pay rate. A draft or review-stage run that hasn't been paid yet doesn't need this — just edit it directly (see point 3 above for when that stops being possible).

Print checks or Mail checks isn't there

You need Admin or Payroll to print or mail checks. With Approver, those controls aren't shown. Paper checks are printed or mailed from the run's Paper checks card, and only after you've submitted the payroll and our tax partner has approved it. Before that the card reads "After submission, review and correct any listed payments before printing checks." On a demo company's payroll the card never offers either button: it shows estimates and "Demo estimate. No paper checks or trust payments are sent." A payroll with no paper checks has no Paper checks card at all. If the card shows "Resolve register differences before printing." with a list under it, those differences have to be fixed before either button appears. Physical Checks covers the card in full.

When Mail checks isn't offered, the card says why where the button would be, for example:

• "Mailing checks isn't turned on for this production. Ask Greenroom to turn it on, or print checks below."
• "Mailing needs an account for printed checks. Add one under Settings → Banking & payment, or print checks below."
• "Checks can only be drawn on a checking account. Add a checking account for printed checks under Settings → Banking & payment, or print checks below."
• "Mailing needs an authorized check signer on file. Add one under Settings → Company, or print checks below."
• "Greenroom has paused check mailing for the moment. Print checks below, or try again later."

For either account message, an Admin adds an account under Account for printed checks on Settings → Banking & payment. When the funding account is a checking account linked through Plaid, the section offers it first: answer Yes, print from this account and enter its routing number and its whole account number. We print that account's numbers on the checks we mail; it can be separate from the payroll funding account.

A payroll's checks go out one way only. Once Print checks has prepared them, Mail checks leaves the card, and once they've been mailed, Print checks does. A send from a page opened before that is refused, for example "…A payroll's checks go out one way only, so they can't also be mailed. Print them from the saved check PDFs on this payroll's Paper checks card." To print a mailed payroll's checks in the office instead, contact Greenroom.

If a payee's name resembles a name on the U.S. Treasury's sanctions list, nothing is mailed: "Greenroom has to review a possible match on the U.S. Treasury's sanctions list for [name] before it mails these checks. Greenroom has been told and will review it; most matches turn out to be a different person with the same name. Try mailing again later." The mailing doesn't resume on its own. Once Greenroom has cleared the name, use Mail checks again.

A mailed check that comes back undelivered, or that the register marks Needs attention, can't be replaced from Greenroom yet. See Known Gaps.

Payee Issues

Payee onboarding stuck or incomplete

See Onboarding status for exactly what each status value means and how to follow up with a payee — Greenroom tracks this with specific status pills rather than a generic "stuck" flag, and following up re-sends whatever link is outstanding rather than a separate reminder action.

A payee's address can't be verified

If our tax partner refuses a payee's mailing address, the Payees list shows Needs attention, the Dashboard shows [name] needs attention, and the top of their payee page explains the refusal. For a ZIP problem it reads, "Our tax partner says the ZIP code on [name]'s mailing address is incorrect." The notice stays until our tax partner accepts a correction.

As an Admin or Payroll teammate, follow Go to finish setup for a setup still in progress, or Edit their address for an approved payee. A submitted setup needs Request changes before its address can be corrected. For an approved payee already connected to payroll, Save changes sends the correction again; for one not connected yet, correct the record, then use Connect to payroll on Finish payee setup. If you're an Approver, the notice instead says, "Ask a Payroll or Admin teammate to correct it." If the address is already right, contact Greenroom.

Greenroom also emails the active team with the subject [name]'s setup needs attention and an Open their payee page button. Repeated refusals before an accepted correction don't send another copy of the same notice. See When our tax partner can't verify an address.

Can't update a payee's information

You need Admin or Payroll to edit a payee. Approver sees a read-only record. With an editing role, most fields are editable any time. The one real exception: legal name (or business name) and date of birth freeze once the payee is approved, for your team and for the payee alike. A save that tries to change any of them is refused with:

"Legal name and date of birth are locked after approval. Update your address from your profile; contact Greenroom support for a name or date-of-birth correction."

In other words: the payee can still update their own address, and your team can still edit everything else on the record, but a name or date-of-birth correction after approval goes through Greenroom support, not through either of your screens.

Payment method and bank detail errors

A payee's direct deposit can be linked with Link with Plaid, which skips typing numbers altogether. Bank account and routing numbers that are typed in go through real validation, not just a length check:

• Routing numbers must be 9 digits and pass the standard ABA bank checksum — a routing number can be the right length and still fail this check. Greenroom's own message: "That routing number doesn't pass the bank checksum — double-check it."
• Both the routing number and the account number require double-entry — you type each one twice, and pasting is disabled specifically so a copy-paste error can't silently duplicate a typo. A mismatch between the two entries is rejected with "The routing and account numbers must match their confirmations."

That's a payee's own direct deposit setup (see Payment Details). Your company's funding account on Bank & checks runs the same routing checksum and asks for the account number twice ("Account numbers don't match."), but takes the routing number once.

Duplicate payee errors

You don't need to search manually before adding someone — Greenroom checks for you. Creating a payee with an email that's already in use is blocked automatically, with a message that names the conflict directly, for example: "[Name] already uses [email] (payee [code]) — they may have been added on an earlier try. Open that payee, or use a different email." If you hit this, open the named payee to confirm it's the same person rather than re-entering them.

Company Setup Issues

Where the setup checklist actually lives

Only an Admin can use the setup forms. The setup checklist is its own page — Company setup — not something embedded in the dashboard. Until Greenroom approves your company, Company setup sits at the very top of the sidebar, and the dashboard's banner links you there before you submit for review (and again if Greenroom requests changes). After approval the same stages are on Settings → Company, Banking & payment, and Unions, which is where you change your union contracts, bank, and tax registrations later.

If a required answer is still missing after approval, Company setup stays at the top of the sidebar and opens the Settings tab that holds the first one, and the dashboard shows Finish company setup ("Still needed: …", naming the stages) with Continue setup. That's the usual case for a company Greenroom created for you, which is normally approved as soon as it's created. Both go once everything required is answered, or once one of your payrolls has reached Paying out or Paid.

It's presented as a five-stage wizard — a clickable progress bar up top, one stage's form at a time below it, Back / Save and continue to move between them. The real stages are:

Every required stage needs to be complete before you can submit your company for Greenroom's review, and the page names the ones still open ("To submit for review, finish … below."). Approval of that review is what actually unlocks running payroll (see A payroll run won't submit). The submit button itself lives on the wizard's last stage: if you click it before every required stage is done, it validates instead of submitting — jumping you to the first incomplete required stage with a list of everything still open.

Business info won't check off

Every Business info field marked with an asterisk is required, including Website. Until it's filled in, the stage stays open and Submit for review stays off. Greenroom tidies a trailing slash or a capitalized HTTPS:// for you, but refuses anything else that isn't a plain web address: "Enter the website as a plain address, like example.com or https://example.com/about. Leave out page file names such as /about.html, spaces, ?, #, a port number and a trailing dot."

If payroll says our tax partner needs your company's phone number, an Admin adds or confirms it in Business info on Settings → Company and saves. Saving sends the phone number and website to our tax partner. Then return to the run and submit again.

The company's final review is pending

The first-payroll checklist shows Our tax partner's final review as Not started, In review, or Done (or Not confirmed when its status couldn't be read). Greenroom sends the company for this review once setup is ready and follows up on it. While it is pending, you can prepare payroll, send it for approval, and record approvals. Only the final submission waits for the review to finish, and finishing it doesn't submit anything by itself: once the line reads Done, the reviewer whose approval is still current, or an Admin or Payroll teammate, chooses Submit to Greenroom.

Payroll is on hold

A submit refused under Payroll is on hold means our tax partner is holding your company's payroll even though it has reported the final review complete: "This company's payroll is on hold. You can prepare payroll, send it for approval and record approvals now. You can submit once the hold is lifted. Greenroom is following up." There's nothing for your team to fix, and a recorded approval is kept. Once the hold is lifted, submit again: Submit to Greenroom for a recorded approval, otherwise Submit payroll. See If your company's payroll is on hold.

Funding account verification

Saving valid bank details on Bank & checks completes the funding-account part of setup, but payroll can't draw on the account until our tax partner has verified it. A hand-entered account is checked with a $0 test payment, which typically takes about three banking days; Link with Plaid is the other route, offered only after Greenroom approves your setup (Bank & checks). If check mailing is on and no separate printed-check account is saved, the Plaid control warns you first: "Linking with Plaid replaces the account and routing numbers stored here. Mailed checks then stop until an account for printed checks is added under Settings → Banking & payment." A separate printed-check account already saved stays unchanged. Bank & checks shows the funding account as one line with its status (Validation pending, Ownership review pending, Disabled, or Verified) and Replace account; until it's verified, the reason and a Refresh status button follow the line.

If saving is refused, check the routing number and that both account-number entries match exactly. When our tax partner requests ownership documents, the Funding account card shows one line per bank account, and View details opens what each document must show. An Admin can use Upload documents, in the notice over the lines or at the foot of View details, in Company setup → Bank & checks, or Settings → Banking & payment after approval, when uploading is available. This opens our tax partner's upload over the page. If uploading is unavailable, Greenroom contacts you to collect the documents. See Funding account status.

Once your company is approved, your authorized signer may also need to approve payroll debits from their signing link; the Dashboard's first-payroll checklist says so when that's what's left.

Union setup

Unions are set up once, at the company level, on the Production & unions stage. Pick your production type first, since it decides which contracts are offered. Then answer "Does this production run under union contracts?", add each union you run under, and choose its Contract, plus a tier, level, or production kind where the contract has one, and an Employer ID number for a union whose remittance report prints one. There's no "production ID" field anywhere in company or union setup — if you're looking for one, it doesn't exist.

A payee's Engagement & union section then works from those contracts. When the production has one contract for a union, the payee's Agreement shows Set at the company level; when it has more than one, you pick which applies. A union the production hasn't set up can't be chosen on a payee; the payee screen points back with "Onboard it first in company setup" (or "Onboard it first in Settings → Unions" once the company is approved).

A few limits you may run into:

• Production type is locked after approval. The stage says "Production type is locked after approval. Ask Greenroom to change it. You can add unions below."
• A contract in use can't be removed. Remove is disabled while payees are assigned to the contract ("Reassign them before removing this contract.") or once a payroll run has used it, and the screen names the runs, for example "Used by payroll run GR-2026-0003 (Draft). Keep this contract, or delete the draft run GR-2026-0003 from its payroll page if it isn't needed."

Our tax partner rejected a state tax number

When you need the unemployment rate, Look up your New York unemployment rate appears beside the rate field on State tax registrations and on the payee page's unemployment prompt when a rate is owed. It opens the state's employer site; you can also use your annual UI Rate Notice (Form IA 97). Both fields say what to leave out: "Don't include New York's 0.075% Re-employment Service Fund: it's calculated automatically, on its own line. If your rate notice shows a total that includes it, enter the total minus 0.075%: a 3.4% total is 3.325%."

After approval, saving State tax registrations sends your answers to our tax partner. If it rejects a value (an unemployment account number it says is invalid, for example), the save says so by name rather than reporting a connection problem: "Saved here, but our tax partner rejected your unemployment account number: “Invalid Account Number”." That value isn't re-sent automatically for 24 hours. If it's wrong, correct it and save. If you're sure it's right, use Retry tax sync on the State tax registration status card just above State tax registrations on Settings → Company, or contact Greenroom.

A genuine connection problem reads differently: "Saved. We couldn't reach our tax partner to register these details just now — we'll try again automatically, and your setup checklist shows the current state." That one needs nothing from you.

Data Issues

"My changes aren't saving"

The fix depends on which screen you're on — Greenroom saves changes in three different ways depending on context:

Whichever screen you're on, a validation error (shown directly on the field) blocks saving until it's fixed — that part is consistent everywhere.

The page reloaded by itself when I clicked something

That happens when Greenroom was updated while your page was open. Instead of failing, the page reloads once to pick up the new version, and the click that triggered it wasn't carried out, so nothing from it was saved. After the reload, see whether your last change is there, and make it again if it isn't.

Missing or filtered-out data

If the payee list looks incomplete, check for active filter chips — the Payees list shows removable chips for each filter you've applied, plus a Clear all button once any are active. Payroll History works a little differently: it uses two dropdown filters (status and year) and a single Clear filters button rather than individual chips. Don't expect identical filter controls on every list — check for whichever pattern that specific screen uses.

Performance Issues

If a page feels slow, narrowing date ranges and other filters before loading a large list or report generally helps, as does closing unused browser tabs. If a page seems stuck rather than just slow, a refresh is usually a faster fix than waiting.

"Something went wrong"

If a page fails to load while you're signed in, you get a card reading Something went wrong, with a short explanation followed by "Your payroll data is safe — nothing was saved in a partial state.", a short ref code, and Try again and Dashboard buttons. A page you opened from an emailed link shows a shorter version ("We could not load this page. Try again.") with Try again and Sign in. Within Payroll history, Run payroll, Reports, Settings, or Union Studio, you may instead see a smaller card such as Reports failed to load: "Nothing was changed. Retry, or refresh the page if this keeps happening."

Quote the ref code when you contact Greenroom. It identifies the exact failure in Greenroom's own records, which is far faster than reconstructing what happened from a description.

Most of these are transient, which is why "a refresh fixed it" is a common and entirely consistent outcome. Try again first.

A page that doesn't exist, or that you don't have access to, shows 404 and That page isn't in the program instead. Its button takes you back to where you work: Back to dashboard for a company manager, Back to admin for Greenroom staff, and Back to my pay for a payee (their pay stubs or pay statements, or Finish setup until their setup is approved). A payroll run code that doesn't exist for your company opens this page too, whether the link goes to a step of the run, its detail page or one of its printable documents, and so does a pay statement a payee opens that isn't in their own list.

If you ever see a completely blank page, with no message and nothing to click, report it.

Access Issues

Controls disappeared after a role change

Look for your role under your name in the sidebar or on Settings → Team. Payroll and Approver see only Me, Team, and Activity in Settings; a link to an Admin-only tab opens Me. If you try an action from a page opened before your role changed, the refusal is "Your role on this company can't do that. Ask an admin."

"No production has added you yet"

You see this after signing in when your account isn't attached to any company: you were never added to one, or you've been deactivated from every company you belonged to. Your sign-in itself works. Ask an Admin on the production to add or reactivate you from Settings → Team, or email hello@greenroompayroll.com if you expected to see a production. For password and lockout problems, see Signing In.

A teammate's invite didn't arrive, or its link expired

An invite comes from noreply@greenroompayroll.com, so check the teammate's spam or junk folder first. Then ask an Admin to press Resend invite on their row in Settings → Team. It emails a new link that works for 7 days, and the previous link stops working, so they should use the newest email. While their company access is active, the teammate can use Forgot your password? on the sign-in page with the address you invited. It emails a link to set their password, even if their row reads Hasn't set a password. A link that has expired or been replaced opens a page headed This link has expired that offers them the same two ways out. Their row's Access column shows where the invite stands: Invite pending, Invite expired, or Hasn't set a password. See Team.

If the first invite email failed, Settings → Activity records Team invite email failed. Deactivating an invitee before they've set a password cancels their outstanding link if they have no active access to another company. Forgot your password? doesn't restore removed access. An Admin must Reactivate them, then use Resend invite; the old link stays cancelled.

Getting Help

Greenroom doesn't currently have an in-app help center or chat widget; a few Company setup fields carry a small ? beside the label with a longer explanation. There is a Need help? / Read our docs link at the foot of the sidebar, which opens this documentation site in a new tab. If something here doesn't cover your situation, contact Greenroom directly at hello@greenroompayroll.com.

When you reach out, include:

• The exact error message (copy the text rather than paraphrasing it)
• What you were doing right before it happened
• A screenshot, if possible
• Relevant IDs — a payee code or payroll run code, if one's involved
• The ref code, if you saw a "Something went wrong" card

Next Steps

See Running Payroll for payroll workflows, Payee Management for payee help, or Company Setup for setup guidance.