Why isn’t my deduction in my account?

We know you rely on payroll deductions to save money or pay loans. If a payment you’re expecting isn’t showing up, don’t worry! There’s usually a simple reason, and we’re here to help you figure it out.

Here are the most common reasons and what you can do:

1. It takes time to process

Sometimes, it just takes a few extra days for the payment to show up. Your employer needs to process payroll, send the money to us, and then it gets added to your account.

• What to do: Wait 2-3 business days after payday. If there’s a holiday, it might take an extra day.

2. It’s your first payment

If you just set up payroll deductions, it might not have started yet. Your employer might have missed this month’s payroll date.

• What to do: Wait until next month, as it should show up with your next paycheck.

3. Something changed, or there’s a mistake

Sometimes, small mistakes or changes can cause delays. This might happen if:

• Your payroll or account details are wrong.
• You changed jobs, roles, or departments recently.
• What to do: Give us a call to double-check your details.

What to do if it’s still missing

If it’s been a few days past payday and your employer has sent the payment, give us a call!

Here’s what we’ll need to help you:

• Your Member Number.
• The date the deduction was supposed to happen.
• Our team will look into it and fix it for you. We’re here to help!