If you receive an error when uploading a manual payroll file, the error message will help us identify the cause. Follow the steps below to resolve the issue.
Step 1: Note the exact error message
The error message you receive will guide the troubleshooting process. Common errors include:
|
Error |
Meaning |
|
406 Not Acceptable |
The file format or content was rejected, usually due to a formatting issue |
|
400 Bad Request |
One or more fields contain invalid data (such as special characters or negative numbers) |
|
Invalid template |
You may be using an outdated version of the template |
|
Column mismatch |
Column headers were renamed, reordered, or a column was added or removed |
If you did not receive a specific error message, please retry the upload and take a screenshot of the error before proceeding.
Step 2: Download a fresh copy of the template
Always use the most current version of the payroll template. To download a new copy:
1. Navigate to **Payroll** in your Betterment admin portal
2. Select **Upload Payroll**
3. Click **Download Payroll Template**
Even if you've successfully used a saved template in the past, the template may have been updated since your last payroll cycle. Always start with a freshly downloaded version.
Step 3: Check your file formatting
Review your file for these common formatting issues:
|
Check |
Wrong |
Correct |
|
Currency symbols |
$1,250.00 |
1250.00 |
|
Negative values |
-500.00 |
500.00 (positives only) |
|
Commas in numbers |
1,250 |
1250 |
|
Headers |
Renamed or reordered |
Exactly as in template |
|
Extra columns |
Blank columns added |
Template columns only |
|
Cell content |
Formulas ( =SUM... ) |
Pasted values only |
Important: If you're copying data from Excel or Google Sheets, use **Paste Special → Values Only** to remove formulas and formatting before pasting into the template.
Step 4: Start fresh with a clean file
1. Download a brand new template (do not reuse your previous file)
2. Copy your payroll data
3. Use **Paste Special → Values Only** to paste into the new template
4. Attempt the upload again
If the upload succeeds, the issue was likely caused by hidden formulas or formatting in your original file. If the upload still fails, please continue to Step 5.
Step 5: Contact Betterment support
If you've followed the steps above and the upload continues to fail, please contact our support team with the following information:
- The exact error message or code you received
- A copy of your payroll file (you can share this securely through our support portal)
- The date and time you attempted the upload
We'll review your file and provide specific guidance to resolve the issue.
If you have questions at any point during this process, please reach out to Betterment support—we're here to help.