Troubleshooting missing pay statements or tax documents

Work through these checks in order.

1. Confirm the subscription

Creating an account does not automatically connect you to your employer. Open Subscriptions and confirm that you subscribed to the correct employer and service and that the subscription is active.

2. Check the details used to subscribe

Compare your employee number, postal code and other verification details with a recent pay statement. Include leading zeros and enter the details exactly as shown.

3. Check the Payreq account

If you have access to more than one Payreq account, select the account connected to your employer. Make sure you are signing in with the email address used for that account.

4. Allow the initial documents time to appear

After a new subscription is approved, allow up to one hour for available documents to become visible. Refresh the page or sign out and back in before checking again.

5. Ask your employer about the document

Your employer controls which pay and tax documents it supplies. If you need an earlier document, the employer may also need to have archive delivery enabled. Contact its payroll or HR team if the document has not been issued, is from before your subscription or is not available through its Payreq service.

Contact Payreq Support if your employer confirms it sent the document to your active subscription but you still cannot see it.