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Troubleshoot incorrect time off balances

There are several reasons why an employee’s balance may be incorrect. Follow the steps in this article to double-check the most common setup errors that can lead to an incorrect time off balance.

Before you start

To follow the steps in the following sections, you need: 

Check the assigned time off policy

The employee might have the wrong time off policy assigned to them, or the right policy but from an incorrect date. Follow these steps to check if that’s the case:

  1. Go to the relevant employee’s profile > Time off.
  2. To the right of the page, click the relevant time off type.
  3. In the Policies tab, check that the time off policy assigned to the employee is correct, and assigned from the right date.
  4. If not, assign the correct time off policy, from the correct date.
  5. If it is, make a note of the policy name, and move to the next section.

Check the time off policy’s country template

Time off policies can have country-specific templates assigned to them, which enable specific settings. If no template is assigned, or if the wrong one was selected accidentally, your employees’ balances might be incorrect. Follow these steps to double-check:

  1. Go to Settings.
  2. In the Time off & attendance section, click Time off.
  3. Select the relevant type of time off, and scroll down to the time off policies.
  4. Click the policy assigned to the employee.
  5. Scroll down to the bottom of the window to see if the policy includes any country-specific rules. If it doesn’t, the section doesn’t appear at all.
  6. If the country-specific rules applied are not correct, copy and edit the time off policy, and assign the new one.
  7. If they are correct, move to the next section.

Check the time off Activity tab

The time off Activity tab contains a detailed log of all the activities that affect the employee’s current balance. Here, you can spot unusual activities and find out their root cause. For example: an unexpected manual adjustment or entitlement proration.

  1. Go to the relevant employee’s profile > Time off.
  2. To the right of the page, click the relevant time off type. For example, paid vacation.
  3. Click the Activity tab.
  4. Check the log. The list below explains what each of the activities refers to, and how to find their root cause. If this is tied to the time off policy, copy and edit it, and assign the new time off policy.
  5. If reviewing the activity log doesn’t clear up the misunderstanding, go to the next section.
Activity type Explanation Root cause/solution
Time off period Every past and planned time off.  If the number of days for the time off is wrong, check the policy's validity settings.
Accrual Entitlement granted to the employee according to the policy’s granting settings. Check the time off policy’s granting settings.
Balance adjustment

A manual balance adjustment. Each entry contains more details, including:

  • The amount, either positive or negative.
  • The date.
  • The employee who made the adjustment. 

The adjustment might have an expiration date. 

 Manually delete the adjustment and repeat the process.
Balance set

A total overwrite of the balance which:

  • Invalidates all previous events.
  • Disables automatic proration or calculations for the whole holiday year it was applied on. For example, any proration at the end of employment doesn't apply to the new balance.
  
Carryover expired An event that indicates that unused days from the previous year can’t be used any more, from the indicated day forward.  Check the time off policy’s carryover settings.
Extra entitlement rewarded Additional days granted after being in the company for a set number of years. Check the time off policy’s tenure-based rules.
Overtime converted  Extra time off granted from overtime compensation. Manually delete the compensation and repeat the process.
Prorated accrual

This happens if any of these applies to the employee:

  • Joined the company mid-year or mid-month.
  • They’re leaving the company.
  • They have been or are on long-term leave (Germany only).

Depending on when the employee joined the company, you might see prorated accruals throughout the first year. 

 Check the time off policy’s Proration at the start/end of employment setting.

Check the time off policy’s part-time proration settings

The time off policy’s proration settings for part-time employment might not be correct, or the employee might have an incorrect amount of working hours or days. This could impact their entitlement. Follow these steps:

  1. Go to Settings.
  2. In the Time off & attendance section, click Time off.
  3. Select the relevant type of time off, and scroll down to the time off policies.
  4. Click the policy assigned to the employee.
  5. Double-check if the Proration for part-time employment setting is set correctly.
  6. If not, copy the time off policy, edit it, and assign the new one.
  7. If the setting is correct, you must check that the employee’s working hours or days are correct:

Check the employee’s working schedule

  1. Go to the relevant employee’s profile > Attendance.
  2. Click the title of the Work schedule widget on the top right.
  3. The first work schedule on the left is the current one. Check if the Time off entitlement proration based on working days setting matches the number of days a full-time employee works.
  4. If not, update the schedule, creating a duplicate.
  5. If they are correct, contact our Customer Support team.

Check the employee’s weekly hours

  1. Go to the relevant employee’s profile > Personal info.
  2. Look for the weekly hours attribute.
  3. If it’s not correct, edit the attribute.
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