FAQs

Q. At what point in the payroll cycle will my payroll account be debited?
A. Direct Deposit and Taxes will be debited one banking day prior to check date.

Q. Do I have to change my bank or my payroll account?
A. Definitely NOT.

Q. How will I receive checks and pay stubs/earnings statements after processing, and when are employee funds available for withdrawal?
A. You will have two options for receiving reports. You can pull up your reports from EmployeeMax® and print them and your checks/stubs in your office, or pay an extra fee for delivery, and we will print and deliver them for you the next business day. Employee funds will be available on check date.

Q. How do employees get the correct routing and account number?
A. They should use the numbers at the bottom of a regular check, or call their financial institution to verify numbers for other types of accounts. Do not use the numbers on a deposit slip.

Q. Will pre-notes be sent to validate employee bank account information?
A. Yes.

Q. How will I be notified of changes that need to be made to my employees’ direct deposit information?
A. Notifications of Change reports (NOC’s) are generated by the employees’ financial institutions (RDFI’s) and reported directly to ESO whenever there is information regarding an ACH transaction that requires an update. The NOC reports require your immediate attention.

You will receive a faxed report entitled "Notification of Change – Direct Deposit" detailing errors encountered while pre-noting your employees. Review the changes and make corrections in EmployeeMax®. For more information regarding NACHA rules regarding NOC’s and Return Items, please visit: http://www.nacha.org/ACHNetwork/NOC_Brochure/noc_brochure.htm

Q. An employee says their direct deposit has not posted, what should I do?
A. First, check your direct deposit register and verify the routing and account numbers. If the employee is on the register, but still in the pre-note status, they should have been issued a check. If these are accurate, have the employee call his bank and let them know his ACH transaction is not showing up. If his bank has no record of the transaction, call us, and we can put a tracer on the funds.

Q. What happens if an employee’s direct deposit is rejected by their bank?
A. Occasionally, a direct deposit will be returned, even after transactions successfully processed with the same information. This could mean that the employee may have failed to notify you that they have changed their account number, closed their bank account, or a previously reported NOC was not responded to.

• You will be notified, by phone, of the return on the same date the rejected item re-credits to the Payroll Trust (this is normally within 3-5 business days of the original settlement date)
• You will also be sent, via fax, a report entitled "Confirmation of Pay Returns-ACH Transactions"
• You will receive an ACH credit to the account on file, typically the next day.
• You should ensure that the employee receives their pay via an alternate method, typically by issuing a manual check.
• You should remove the invalid account information from the payroll system immediately, and have the employee provide updated account information (if available).

Q. What happens if an employee is paid in error or an inaccurate check is processed?
A. EmployeeMax® will process stop payments and reversals for you. All you need to do is complete and fax the applicable stop payment form to the number shown. You will receive confirmation that your request has been received and processed. You can access the most updated versions of EmployeeMax's® stop payment processing forms by visiting the EmployeeMax® web-site at:

Q. Who will perform the check reconciliation?
A. If you are on our Total Pay feature, there will only be one entry on your account, and each employee's check will be drawn on our account, so we would then handle the reconciliation. If the employee checks are drawn on your account, you will be responsible for doing the reconciliation. We can provide reports/downloads in order to make this task easier for you.

Q. How can I get more information?
A. Please feel free to call us at any time with questions or concerns: Locally in the DC Metro area (571) 209-5355 or 1-888-ESOPAY1.