Employee/Contractor Payments
What do we need if the employee/contractor payment failed due to a bank error before trying to retry the payment?
Employer's approval
The customer wanted to unlock their card and contacted us saying that their card is locked due to a potential fraud. The customer stated that they already reached out to Falcon Fraud to verify that it is not a fraud transaction. What should we do?
Unlock the card through Helix
The customer has two different profiles from two different companies and asks how we can merge both profiles in one single account, how can we do it?
Make sure that both profiles have the same email address
The employee/contractor asks for the copy of their W2 or 1099 for 2025. Where should we find it?
They can only see the copy of their W2/1099 after filing it on January 2026
An employee or contractor reached out to us in the morning and asks why the payment has not arrived yet. The check date is today and a transaction is already pending. What expectation should we set?
The payment will be received within today on or before 5 PM local time
The customer is trying to link an external bank account to their Gusto spending account but cannot do so because of an error with their address. Provide the troubleshooting steps that we can do to investigate the issue.
Verify if the billing address matches with what's within Gusto and their external bank
What is the alternative that we can do if the employee onboarding link is not working and they cannot login?
Use the personal email as login, and send them a password reset email
The contractor called saying that they want to enter their SSN but only has the option to enter an FEIN. Why is that and what could we advise?
They are onboarded as a business contractor instead of individual contractor. They need to contact their employer to re-onboard them correctly
The checkdate of the payment was yesterday. The employee/contractor says their bank is already closed and they haven't received it yet. They already asked the bank and still haven't found the transaction. What should we expect?
A bank error will appear in the next 3 business days
The customer wants a card reissued, but does not want to deactivate their current card until the new card arrives, what should be their reissue reason?
Expiring card
What if the customer is an international user and cannot receive any text message for 2-step verification? What is the alternative that we can try to recommend to the customer?
Try an authenticator app
The employee is being paid only via owner's draw and is asking for the draft of their W2 forms
Employees paid via owner's draw will not receive a W2 form
An employee asks why they had no federal income tax withheld from their most recent payroll. There are no tax exemptions present within the account. What is the first thing that we need to check in order to verify if they should have been withheld?
Publication 15T
The customer wanted to have a card reissued but with the same card details. What should be the reissue reason?
Physical Damage on Card
Note: Activation of the card is also not needed
Another admin of the company wishes to take over the primary admin role in the company. You've checked and they are not the signatory. What should we do?
1. Ask for relevant documents (Articles of Incorporation) and valid government ID
2. Check if the information within the document and ID matches (their name should be within the document as a signee)
3. Seek approval from PE
4. Make the change (either in-app or in Panda)
The contractor or employee asks if there are things that we can do if they found a potential error in their year end filings for the current year such as incorrect personal information (such as SSN), what should we say? How about if the error is in their wages?
For personal information (such as SSN, Name, or Address) it is automatic as long as the updates are made before the form is filed.
For wages and taxes, they need to communicate to the employer to have it requested.
The employee/contractor is trying to update their bank account and cannot do so because of the previous bank account verification. They mentioned that the bank account they're trying to delete is already closed. What should we do?
Disable the previous bank account verification in the User panda
Customer contacted that they cannot activate their new card. Upon checking Helix there are multiple active cards available and active. What are the three things that you need to do and check in order to have the activate option?
1. Ask the card number in their posession
2. Archive all other active cards
3. Proceed with card desync
What can we advise the customer if they said that they do not want to keep calling customer support in order to troubleshoot their 2-step verification such as disabling it.
Setup Photo ID Backup
An employer is asking what the process is to add special compensation within an employee's W2 form that has special codes and boxes
Go to Taxes and Compliance > Stay Compliant > Answer the "Employment Tax Reporting & Payment" questionnaire