Orange Line Error (Missing Rate)
After generating payroll, you may see orange-highlighted lines showing that an employee is missing a pay rate.
This happens when there is shift or absence information in the payroll period that does not have a matching rate on the employee’s role record.
Common missing rates include:
Weekend enhancement
Sickness pay
Maternity pay
How to Fix a Missing Rate
Add the missing rate to the employee’s record under the correct role (use the missing rates guide).
Once added, you must re‑generate the payroll:
To re-generate payroll:
Go to Payroll
Select Enter Payroll
Click Continue for the correct payroll period
Click Generate Payroll
Check that the orange error line has cleared
If the Error Still Appears
Check the following:
The payroll has definitely been re‑generated
The correct rate was added (SMP, SPP, and SMP are often mixed up)
The correct absence type has been used
Incorrect Absence Type
Sometimes parental leave is entered under the wrong type (for example, Paternity instead of Maternity).
How to Correct the Absence Type
Log in to the Payroll module in CareBlox
Go to Attendance → Parental Leave
Use the month and year filters to find the record
Click the absence record
Change the Type to the correct leave
Re‑generate the payroll:
Payroll → Enter Payroll
Select period → Continue
Click Generate Payroll
Check the error is cleared
Incorrect Role on an Absence Record
If the employee’s role is incorrect on an absence, payroll may show a missing rate error.
How to Fix the Role
Log in to the Payroll module
Go to Attendance
Select the relevant leave type (e.g. Sickness or Holiday)
Find the absence using month/year filters
Open the employee’s record
Select the correct role from the Role drop-down
Click Update
Re‑generate the payroll
Check the error is resolved
Deleted Role
If the role linked to a shift has been deleted, this cannot be fixed in payroll.
What to Do
Please use our Access Digital Assistant to get support and include:
The home the payroll is for
The payroll period
The employee’s name
The deleted role
Reference the title of this article
Confirmation Screen Error
In rare cases, you may see this message: “Cannot confirm payroll due to missing pay rates”
This happens if the payroll period was moved before all errors were resolved.
What to Do
Please use our Access Digital Assistant to get support and include:
The home the payroll is for
The payroll period
The screen where the error appears
Reference the title of this article