This guide outlines the common causes of sync failures and how to fix them so employee data can be successfully sent to Benefits.
A sync moves to Failed for one of two reasons: HR rejected the record before sending (missing mandatory data, picklist mismatch, no Benefits Level mapping), or the Benefits platform rejected the call. Both cases show up in the employee's Sync History.
| Symptom in the error message | What to check |
|---|---|
A required field is missing (Forenames, Surname, DOB, Gender, Title, Annual Pay, Pay Basis / Frequency / Change Reason) |
Open Personal Details / Job & Pay and supply the missing value. The next change will retry. |
A picklist value isn't recognised by Benefits (Title, Gender, Pay Basis, Frequency, Change Reason) |
Either correct the HR value to one that matches the Benefits list, or contact Ciphr to add the value to the Benefits picklist for your tenant. |
The chosen Benefits Level has no mapping to a Benefits package |
Pick a different Benefits Level, or contact Ciphr if you believe the mapping is missing. |
The employee's email address is already in use by a different Benefits user |
Two HR records cannot share the same Benefits user. Confirm the correct email on each record and update if needed. |
An "In progress" record has been stuck for more than ~15 minutes |
Press Reload. If still stuck, raise with Ciphr Support - the queue may be paused. |
| Note: You do not need a Retry button. Once you fix the HR data, the next change to the same record - even a trivial one such as re-saving with no edits - queues a fresh attempt. |
Footer
Comments
0 comments
Article is closed for comments.