Dealing With Pension Errors

Note: Any submission errors will show on the Pension tile on the main dashboard or on the Pension Contributions Report.

You can view any errors from the Employee Contributions report and then clicking on the error tab at the top left of the report window. This will list any failed submissions along with an error code in the far-right column.

You have the option to export the errors to .CSV or to select and resubmit specific submission lines.

If you have resolved the error directly via your pension provider and no longer need to make the submission from NXSYS, you can select those submissions and ‘Mark as submitted’. This removes the error from the list and lets NXSYS know that it can attempt to submit for that employee with the next period they are assessed.

1. Pay period not consecutive - Pension Providers require that there be consecutive submissions for each period. If one is missed, this error will show and you will need to make a submission for the previous period before this can be resolved. This will often be the case where a worker has had a gap in employment between roles and their last contribution was in Week 10 for example. They then have 2 weeks holiday before starting a new role, so their next contribution will be for Week 13. This will cause an error as you must first submit a zero return for weeks 11 & 12 directly with your pension provider, so that there are consecutive weekly submissions.
   

1. Error code 401 - this means NXSYS was unable to contact SMART due to a network issue. Please try re-submitting the contribution lines.
   

1. Error code 428 - this means the API token has expired and you will need to log into the smart portal via the pension settings at company level and save that screen. You may now try to resubmit any failed periods.

1. Error code 404 - this means that NXSYS has tried to submit for a worker and that worker doesn't exist on SMART. Please check the workers profile for any errors when trying to create the worker on SMART, this could be missing NI Number, missing Email, Phone etc.

1. Error code 504 - this means that NXSYS tried to contact SMART, but didn't get a response. Please try re-submitting the contribution lines.

1. Error code 524 - this means NXSYS managed to successfully contact SMART. but didn't get a response from SMART when trying to submit contributions. Please try re-submitting the contribution lines.