Export & Payroll Issues
Common export and payroll problems explained with step-by-step solutions — from empty exports to format errors.
Before you start
- Access to the manage portal with Admin or Manager role
- Knowledge of which payroll format you are exporting (CSV, Sage, Xero, etc.)
- The date range and workers you expect to see in the export
"No Data in Export"
The export file is empty or shows no rows.
If your export comes out empty or with no data rows, it usually means the filters do not match any entries. The most common causes are:
Check the date range
Make sure the date range on the export page matches the period you want. A common mistake is leaving the date range set to a previous week or month. Double-check both the start date and end date.
Check the location filter
If you have selected a specific location, make sure it is the correct one. Try selecting All Locations to see if entries appear.
Verify entries exist
Go to the Timesheets page and check that there are actually time entries for the period you are trying to export. If there are no entries, there is nothing to export.
Check the approval status
Some export modes only include approved entries. If your timesheets have not been approved yet, they may not appear in the export. Approve the relevant timesheets and try again.
Always preview your export before downloading the file. The preview table shows exactly what will be in the export, so you can spot problems before they reach your payroll system.
"Wrong Rates in Export"
The hourly rates or totals are not what you expected.
If the rates in your export do not match what you expected, the issue is usually with your rate rules or their priority. TempClock applies rate rules in priority order, and the first matching rule wins.
Check your rate rules
Go to your Rate Rules settings and review the rules that apply to the affected workers. Make sure the correct rates are set and that the rules are in the right priority order.
Verify rule dates
Rate rules can have start and end dates. Make sure the rule that should apply to your export period is actually active during those dates. An expired rule will not be used.
Check rule priority
If you have multiple rate rules, TempClock applies them in priority order. A higher-priority rule can override a lower one. Make sure the correct rule has the highest priority for the affected workers.
Check bank holiday rates
If entries on a specific day have unexpected rates, check whether that day is in your bank holiday calendar. Bank holiday multipliers can change the rate.
After changing rate rules, re-export the data for the affected period. Rate changes do not retroactively update previously downloaded exports — you need to export again.
"Missing Workers in Export"
Some workers are not appearing in the exported data.
If specific workers are missing from your export, it means they do not have matching entries for the selected period and filters. Check the following:
If a worker clocked in but forgot to clock out, their entry is considered "open" and may not appear in exports. Fix the missing clock-out first (see Missing Clock-Outs guide), then re-export.
"Sage Import Fails"
Fixing CSV format issues when importing into Sage.
If you are exporting data for Sage and the import fails, the issue is usually with the file format or encoding. Here are the most common fixes:
Check the file encoding
Sage expects CSV files in UTF-8 encoding. When you open the exported file in a text editor, check that special characters (like £ signs or accented names) display correctly. If they show as garbled text, the encoding may be wrong.
Check the column format
Sage expects columns in a specific order. Make sure you are using the Sage export format in TempClock (not a generic CSV). The Sage format arranges the columns to match what Sage expects.
Check for special characters in names
Names with apostrophes, accents, or other special characters can sometimes cause import issues. If a specific worker's row is causing the problem, check their name for unusual characters.
Try opening in Excel first
Open the CSV file in Excel to visually inspect the data. Check that columns are aligned correctly and that there are no blank rows or extra columns that might confuse Sage.
If you consistently have issues with Sage imports, try exporting a single worker first. If that works, the issue is likely with a specific worker's data (such as a special character in their name).
"Xero Format Error"
Resolving issues when importing into Xero.
Xero requires employee IDs to match exactly between TempClock and your Xero account. If the import fails or entries are not matched to the right employees, check the following:
Verify employee IDs match
In TempClock, each worker has an Employee ID. In Xero, each employee has an Employee Number. These must be exactly the same for the import to link the data correctly.
Go to Workers in TempClock and compare each worker's Employee ID against their Xero employee number. Fix any mismatches.
Check the export format
Make sure you are using the Xero export format in TempClock, not a generic CSV. The Xero format includes the correct column headers and data layout that Xero expects.
Review the error message in Xero
When Xero rejects an import, it usually tells you which rows failed and why. Look at the error details to identify the specific issue (e.g. "Employee not found", "Invalid date format").
Set up your Employee IDs in TempClock to exactly match your Xero employee numbers from the start. This saves a lot of trouble down the line when exporting payroll data.
"Totals Don't Match"
When the exported totals differ from what you expected.
If the total hours or pay amounts in your export do not match what you expected, there are several things that can cause a discrepancy. Work through these checks in order:
Check for unapproved entries
Unapproved timesheet entries may or may not be included in exports depending on your settings. If some entries have not been approved, they could be missing from the totals. Approve all entries for the period and re-export.
Check for break deductions
If you have break deduction rules enabled, break time is subtracted from total hours. A worker who clocked 8 hours but took a 30-minute break will show 7.5 hours in the export. Check your break settings to see if automatic deductions are applied.
Check for open entries
Missing clock-outs create open entries that cannot be calculated. Check the Exceptions page for any open entries in the export period.
Compare with the preview table
Before downloading, use the export preview to see exactly what will be in the file. Compare the preview totals with your manual calculations. If the preview matches but your external system does not, the issue may be with how the other system imports the data.
The most common cause of mismatched totals is a combination of unapproved entries and break deductions. Check both before assuming there is an error in the system.
General Troubleshooting Tips
Steps that help with any export problem.
If you continue to have export problems that you cannot resolve, contact TempClock support. Let us know which export format you are using, the date range, and a description of the issue. We can review your export settings and help identify the problem.
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