Work won’t pay me as I can’t update my bank details

[Examinerwithnomoney]

In order to be paid, I need to log into a system and input my bank details, NI no, etc.

It won’t let me: just keeps saying there’s an error.

I have been back and forth so many times with them ‘you need to do this’ and me ‘but I can’t’ and them ‘well if you do this’ and me ‘but I can’t.’

This has now been ongoing for nearly an month and I’m wondering if I just need to accept I wont actually be paid

I am guessing you are at home when you try to log in. Can you record a video of the whole process to demonstrate the issue and WhatsApp it to them?

Contact Acas

That's ridiculous. You need to grab your manager and an IT technician (assuming this is a work system?), make them physically sit or stand beside you and observe that you are inputting your details and it doesn't work.

Might be a simple question, but are you sure you're reading the instructions properly? For example, if it said don't push dashes when entering your sort code? Some systems are very pernickety like that.

Oh, I didn't even think of working from home when leaving my comment. Yours is better, I would record it too.

No need to start contacting the likes of Acas. Can you not just get on a call with someone from either HR or IT (assuming one of you is not in the office), share your screen and do what they say you should be doing so they can see the error? That will be a lot more helpful to the person who can fix the error for you

It’s frustrating for both ends when it’s just an email chain of “do this”/“it’s not working”

I would start with your manager. They should see this is a vital administrative task that they need to escalate if you aren’t able to do troubleshoot it yourself.

document everything, at some point you may need to threaten them with legal action. In the meantime put all required information into a letter, keep a copy and send it signed for to whoever is actually responsible for data. If in doubt CEO / MD

Your rights under the data protection act 2018:
"the right to have inaccurate personal data rectified, or completed if it is incomplete"

If they do not pay you they are in breech of contract. Damages can often include refunding bank costs for bounced direct debits etc.

It’s not that they don’t believe me, it’s just that they keep responding with a cheery ‘all you have to do is …!’

Its an examiner board so I don’t have a manager or similar.

Have you tried using a different browser or a private browser window?

Either get the person who keeps cheerily replying on a call and share your screen, or send them screenshots or stop doing the work (I am sure it will be resolved quickly then)

It’s a different person every time. No one answers if you call!

I am screwed, aren’t I?

Have you looked at your security settings? I noticed some websites don't function properly with add blocker enabled.

If it's Pearson you'll need to do it using Internet Explorer on a PC from 2003.

Presumably you have tried:

• different browser
• different device?

Sounds frustrating!

Clear your cookies

Try a different browser, some work apps only work on chrome for example

Do you need a vpn to access if not in the office? (We have to do this to access the hr system to book leave, it's a pain)

I bet its a browser issue. What browser are you using?

Guessing it’s iTrent.

Have you got your login details? What stage isn’t working?

Yep - iTrent. It won’t let me log in at all!

How about stopping doing your normal work and focus entirely on getting the issue fixed. I'd tell your line manager and HR what I was doing in advance. Ask how you can escalate the problem.

Do you need a VPN? Are you using the right browser?
Have you got an instruction booket?
Stay on the phone to the IT helpdesk until resolved. If they try to put you off tell them "I'm sorry, I need to stay on as I'm not being paid and I can't afford that".
Keep a log of absolutely everything.

If it's iTrent it's a common problem and using chrome or edge will most likely fix it.

You need to give them enough details so they can actually get someone technical to be able to see what is happening.
"I get an error" or "I can't" are insufficient.
Full screen screenshot showing every step of what you're doing, including the URL in the web browser, and capturing the exact error details, including clicking on anything that says "click here for more details" etc to capture it all.

Have you ever logged in?

Do you have the correct passwords and login details? Have you tried combinations of your examiner PIN/email address?

Can you try on a different browser?

What stage is it going wrong?

(Really unhelpful to say it, but why didn’t you try before marking started? You will get paid, but they’re deep in complaints and it might take a while.)

Also another one suggesting use a different browser.

Never been able to log in. I’m just fucking stupid I suppose.

ITrent is shocking, I don't know how they keep getting contracts!
Second trying a different browser or device.

Can you contact itrent help desk? IIRC there is, or was, a function where payroll could manually update details so someone in payroll could do it if you can't (this is from a while back when talking to them about needing details for people who didn't have access to IT equipment)