There are two common causes of the error message: The emailing of payslips was unsuccessful. A timeout issue, or issues with our mail delivery provider. For further information and potential resolution steps, review the sections below.
Timeout issues
The error message will appear if the process takes longer than five minutes. If you are sending a large number of payslips, more than 300, this is likely the cause of the message. Other causes are listed below.
A slow or intermittent internet connection.
A busy load on our servers.
If you believe this to be the cause, allow the process some time to complete. Then go back to the process period pay screen to see if the button has changed to green.
Mail delivery provider
We use SMTP.com to deliver emails sent from Access Payroll. If they experience issues, it can prevent emails from being sent until the issue is resolved. In this instance, raise a case with our support team, and we can confirm once they have resolved the issue.