Overview
If you're seeing an "action required" banner, an alert about unresolved transactions, or need to cancel an incomplete payroll submission, this guide will help you resolve the issue. The steps you'll follow depend on the type of alert you're seeing.
Step 1: Identify Your Alert Type
Use the table below to determine which section to follow:
|
What You're Seeing |
Alert Type |
Next Steps |
|
Unresolved transaction count on a specific payroll |
Type A |
Go to Section A |
|
"Action required" banner tied to older payroll runs |
Type B |
Go to Section B |
|
Pending or incomplete payroll you want to cancel |
Type C |
Go to Section C |
---
Section A: Unresolved Transaction Count
Step A1: Review the Affected Payroll
Log in to your Betterment admin portal.
Navigate to the affected payroll run.
Review the error details for each unresolved item. Most errors occur when employee data from your payroll provider is incomplete or missing.
Step A2: Resolve Each Unresolved Item
Follow the steps in our guide for handling suspended and unresolved contributions. You'll either apply the funds to the correct employee accounts or move them to a suspense account.
|
Result |
What to Do Next |
|
All items resolved |
Check that the unresolved count has cleared from your dashboard. You're all set. |
|
The system won't let you resolve items (no button appears, or you see an error) |
Do not retry. Proceed to Step A3. |
Step A3: Contact Support if You're Blocked
If there's no "Resolve" button available, or if you receive an error when trying to resolve an item, please contact Betterment support with the following information:
|
Information Needed |
Details to Provide |
|
Employer ID |
Your unique employer identifier |
|
Payroll ID(s) |
The specific payroll run(s) affected |
|
Screenshots |
The alert or error message you're seeing |
---
Section B: "Action Required" Banner on Older Payroll Runs
Step B1: Locate the Source of the Banner
Log in to your Betterment admin portal.
Navigate to your payroll history and find runs with unresolved items.
Identify which specific payroll run the banner is tied to.
Note: If the banner relates to a payroll run from 30 or more days ago, this is likely a stale alert. Check whether the underlying funds were ever applied. If not, the items may need to be moved to suspense before the banner will clear.
Step B2: Resolve the Underlying Items
Banners won't disappear until you resolve the underlying unresolved items. Follow the steps in our guide for handling suspended and unresolved contributions to either apply the funds correctly or move them to suspense.
|
Result |
What to Do Next |
|
All items resolved |
Check that the banner has disappeared from your dashboard. You're all set. |
|
Banner still appears after resolving all items |
This may be a display issue. Proceed to Step B3. |
Step B3: Contact Support if the Banner Persists
If you've resolved all underlying items but the banner is still showing, please contact Betterment support with the following information:
|
Information Needed |
Details to Provide |
|
Employer ID and Payroll ID(s) |
Your unique identifiers for the affected runs |
|
Screenshots |
The banner before and after your resolution attempt |
|
Confirmation |
That all underlying items have been resolved |
---
Section C: Canceling a Pending or Incomplete Payroll
Step C1: Check if Cancellation Is Still Possible
Log in to your Betterment admin portal.
Navigate to your payroll history and locate the incomplete submission.
|
Timing |
What to Do |
|
Still within the processing or funding window |
Use the "Cancel" option in your admin portal |
|
Past the processing window |
Contact Betterment support to check if a manual cancellation is possible |