If you see the message “Error – problem calculating payroll”, here are the steps to resolve the issue:
1. Refresh the page
2. Try running payroll for just 1 employee
To help isolate the issue:
Select just one employee and attempt to run payroll again
If the error still appears, continue with the steps below
If the payroll runs successfully, the issue may be related to a different employee's setup. Try running payroll for each employee individually to identify which one is causing the error (usually based on state)
3. Contact us via chat
Please write into our Intercom chat for assistance. Click on the chat button on the bottom right of the app.
Include the following in your message:
The employee’s home address
The work address
Important: PaycheckCity offers chat-only support—we do not provide phone or email support.
Our support hours are Monday–Friday, 9:00 AM to 5:00 PM Pacific Time.
We appreciate your patience while we review and respond during our support hours.
4. Check State Tax Settings
While waiting, you can also review your setup:
Go to the employee’s profile
Check the State Taxes section to ensure all fields are completed correctly
Look for typos, missing fields, or unexpected selections that could cause calculation issues
Save the profile