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

As a last resort, if you have no one to escalate to and the IT people aren’t actually helping, maybe you could try sending them a letter before action? Might focus some minds. I think you’d need to state that you have followed all instructions (and maybe list out what you’ve actually tried) and it hasn’t worked, so if they can’t sort it out or send you a check by X date you will take them to small claims court. Look up what you need to include in a letter before action as there are certain things you need to cover for it to be valid.

In addition to using a different browser, make sure all add blockers are off, including any you run at the router level, and that you have pop-up blockers disabled. Both of those things will completely flummox all sorts of verification systems .

Have you actually set up the account properly in the first place? I'm wondering if it isn't a browser issue but a user error with the account itself. I would expect it to come up with an error code or tell you your browser is out of date rather than incorrect log in details.

When you say update your details, how did you originally give them bank details?

I was going to ask if it was ADP before I saw the update, what is it with exam boards and pay systems.

This is appalling. I'd suggest getting your union/ACAS involved.

Have you tried via the extranet? If you click through from
there, that seems to work. It certainly solved the problem for someone in my team.

Don’t send back your next batch of marking. That will get their attention.

If you tried few times it may be that your account is locked for security reason so you would have to have it reset

Well, I’ve tried all these suggestions and I still can’t log in. I’m at a loss, tbh.

Hi Op, we use iTrent. We don't have to log in.
Underneath the login it says something like 'log in with microsoft' and this automatically takes us in. It's caught us our before. Sorry not ready the full thread but have you tried that.

If your login details are not working you need to click the forgot password link on your login page. If this doesn't work or you don't get a reset email you need to contact someone in the HR team to reset your password for you. It's unlikely to be IT that can help you as HR usually manage iTrent.

I have tried those things, I was on the phone to them this afternoon.

Feels a bit like a horrible joke or scam.

Can they not send you a link or input from there end ?

I have no idea. I genuinely don’t know what to do. They are adamant I can’t be paid without updating my details on iTrent, but I can’t log into iTrent, so it is looking like I won’t be paid, which is insane. Husband keeps asking if I’m sure it’s not a scam.

We use ITrent and Employee Self Service. ITrent have moved from using Chrome to Microsoft Edge now, so try that.

When our staff have issues, it’s usually because:

They are using an old link
Are using Chrome
Password has been locked

Ask IT to resend the link and reset your password in Security.

Can you log in via a VPN connection. My HR system doesn't work otherwise

Sadly I'm not sure if this is a joke or not the way some IT systems are!!

@Examinerwithnomoney Have you tried going from the link on the extranet?

OP, are you 100% sure that you set your third party password? Someone mentioned this earlier in the thread and I don’t think you replied to it? AQA sent us lots of emails about it a few months ago, and it seems like this is the biggest reason why people can’t get in.
Also I found iTrent only works for me when I log in via a link on the email I was sent once I set my 3rd party password. If I try to find iTrent via Google it doesn’t work, so I think there’s lots of versions of the iTrent webpage depending on who you work for.

Have you tried several different browsers? Maybe it will only work if you’re using a VPN.

I now work for a medium sized company with procedures etc - they have a system also not easy to use where you had to enter the bank details then Payroll actually got in touch saying as part of their onboarding and AUDIT TRAIL for added security, I have to reconfirm bank details in another separate channel! perhaps you can throw them this line too?

Plus I don't think they liked much that I had to go to the job centre one day this week to attend for the universal credit payout but I've had to do this with no pay for 2 months coming from any employer - if they want to keep up the threat of not paying you, ie. it would only be more hassle to attend a job centre x