Payroll checks or tax forms are not appearing on Employee Self-Service portals

Alerts and notices

If employee payroll check stubs or tax forms (W-2, 1099, 1095-C forms) are not appearing on Employee Self-Service portals, use the following information to help you determine why.

Note: The amount of data flowing in and out of the Thomson Reuters data center will affect how quickly payroll check stubs and tax forms appear on the employee and NetClient CS portals.

Verify that Employee Self-Service is set up properly

  1. Choose Setup > Clients and then click the Payroll Information tab.
  2. Select the appropriate client and click the Edit button.
  3. In the Employee Data Integration section, mark the $ Employee Self-Service checkbox. When this checkbox is marked, the client has access to all Employee Self-Service functionality, and Employee Self-Service is automatically enabled for all of the client's employees. If necessary, however, you can disable Employee Self-Service for individual employees.
  4. Click the Enter button to save the updated client record.
  5. Choose Setup > Employees to add information for the client's employees.

    In the Main tab of the Employees screen, be sure to enter a valid email address for each applicable employee.

  6. If this is the first time Employee Self-Service has been enabled for this client, Accounting CS will automatically send a registration email to all employees with a valid email address entered in the Main tab of the Employees screen. The email provides a link that directs the employee to the NetClient CS account registration page, where the employee can create a login and specify a password to access their account.

    Note: If an employee does not have an email address or if you do not know an employee's email address, you can enter your firm's email address or the client's email address for that employee; when the registration email arrives, you or the client can activate the account on behalf of the employee.

  7. (Optional) To send W-2 or 1095-C forms to the Employee Self-Service portals, choose Setup > Clients and then click the Payroll Taxes tab.

    In the Forms section, select Employee Self-Service in the Filing Method column for each of the forms you want to send to the employee portals.

  8. Click Enter to save your changes.

Verify that Employee Self-Service is not disabled for individual employees

You can disable Employee Self-Service for individual employees. If checks or forms are not showing up for an employee, verify that Employee Self-Service has not been disabled for that employee.

  1. Choose Setup > Employees and click the Personal tab.
  2. Verify that the Employee Self Service disabled checkbox is not marked.

Verify that the correct print options are selected

Choose Actions > Process Payroll Tax Forms, filter for form type W-2, 1099, or 1095-C, and then use one of the following methods to specify Employee Self-Service as the print method.

  • For each applicable client, verify that Employee Self-Service is selected in the Filing Method column for the appropriate forms (W-2 or 1095-C) in the grid.
  • Click the Print Options button and mark the Send to Employee Self-Service checkbox in the Filing Method Selection section.

If check stubs do not appear, you may have already printed the payroll checks after you set up Employee Self-Service. In some instances, you can reprocess the payroll checks or delete and re-enter the checks to send to the employee's portal.

Verify that you have a strong internet connection

Troubleshoot your internet connectivity. If you have a weak internet connection, some of the information may not be sent successfully, which can result in missing checks or tax forms. We do not support or recommend wireless internet connections because of the instability of the wireless signal, and performance on wireless networks cannot be guaranteed. If you have a wired internet connection but a weak signal, contact your IT professional or internet service provider (ISP).

Log in to your NetStaff CS portal and verify that the appropriate checks and forms appear there

  1. Point your internet browser to and log in with your credentials.
  2. Click the Admin tab, and then click Users in the NetClient CS section.
  3. Click the appropriate client in the list, and then click the View Portal button in the top-right corner of the screen.
  4. Click the Admin tab, and then click Users.
  5. For each applicable employee, click their name in the list and verify that the checks, W-2s, 1099s, or 1095s are listed here.

Related topic

Employee Self-Service overview

Employee Self-Service FAQs

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