MyPay App - Common Error Messages

This page is to list down all the common error messages employees may experience using the MyPay mobile app.

Error message “Invalid username or password”

This message will typically appear where the employee enters the correct username, but wrong password when logging in.

Error message “Error connecting to the server…”

User sees this message when they log in with the following username and password combinations:

• Wrong username, correct password
• Wrong username, wrong password

Error message “Your account is locked. Please contact your Payroll Administrator.”

This error message is displayed where the employee has tried to log in with the wrong credentials (username and password combination) three times in a row. 

Here, the user should reset their own password using Direct Access if the company has this enabled this option. Otherwise the user should contact their company's payroll admin and request their account to be unlocked and password reset link.

Error message "The User is required to have Scope Access."

This is usually caused by bad data for the manager or one of his reportees.

In this case, one of the reportees has duplicate employee group which causes this error. 

In these cases, Manager will not be able to see 'Manager Direct Access' drop down in DA as well.

Error message "The system failed to process your request. Please contact Datacom." 

This is usually caused by bad data for the manager or one of their reportees.

In this case, one of the reportees has duplicate employee group links from their employee profile which causes this error. 

In these cases, the Manager will not be able to see the 'Manager Direct Access' drop down in the Direct Access web portal as well.