How to Resolve DailyPay Issues

This article provides a list of troubleshooting steps for IntelyPros experiencing issues with DailyPay.

Note: Due to state regulations, IntelyPros in Connecticut are unable to use DailyPay's instant transfer option. They will still be able to use next-day transfer and the Friday card.

IntelyPro Cannot Enroll in DailyPay

1. Has the IntelyPro entered their information in ADP?  
   If they have not set up ADP yet, they will need to do so before they can sign up for DailyPay successfully.
   • Instructions can be found HERE.
2. Has the IntelyPro been paid out at least once through ADP?  
   We cannot guarantee DailyPay access until the IntelyPro has been paid out at least once.
   • Some IntelyPros may gain access to DailyPay earlier, but we can't make assumptions.
3. Is the IntelyPro trying to sign up with the wrong email address? 
    IntelyPros will need to use the email they signed up for IntelyCare with, as this is the email linked to their ADP.  DailyPay will not recognize them as an IntelyCare employee if they use the wrong email address.
4. Was the IntelyPro signed up with DailyPay through a previous employer?  
   If the IntelyPro is being blocked from registering due to already having an account, closed or otherwise, we will have to contact DailyPay on our end.  Assign the ticket to Supervisors.
5. Was the IntelyPro dormant or otherwise rehired, causing them to be listed as terminated or banned in ADP?  
   If the IntelyPro's account in ADP is listed as a terminated or banned, you will need to send the ticket to payroll in order to reactivate IPs ADP account provided that they have accepted at least 1 shift.
6. Is the IntelyPro's DailyPay account listed as pending?  
   If the IntelyPro's account is listed as pending, they will need to download the DailyPay app and follow the prompts to activate their account.
7. Is the DailyPay account listed as banned or disabled?  
   If the ADP account is activated and the DailyPay account is still banned, we have to request for DailyPay account activation. Please send the ticket to the Supervisor's bucket.  The Supervisor will email DailyPay for account activation.
8. What if none of the above apply, but the DailyPay signup prompt still hasn't shown up in the IntelyPro's app?  
   As long as you have verified all of the IntelyPro's information is set up to enter DailyPay, you can send them the link below.
   • https://account.dailypay.com/signup 

Funds are Not Available in DailyPay

1. Has the IntelyPro completed sign up with DailyPay?  
   Occasionally, IntelyPros will misunderstand the sign-up process for DailyPay and simply download the app without registering.  Make sure they have an account in DailyPay.
2. Has the IntelyPro made a revision on the shift?  
   The revision will need to be approved before the funds become available.  If the IntelyPro is insistent, reach out to the revisions team for help.
3. Do the check-in or out times have a significant difference from the start or end times of the shift?  
   The shift may be a variance.  The IntelyPro will either need to enter a revision if the times are wrong or wait for them to be approved by the revisions team.
4. Are the funds from a bonus payout or a last-minute cancellation?  
   Payouts from earned bonuses or the last-minute cancellation fee are not eligible for DailyPay.
5. Has the IntelyPro taken a withdrawal from DailyPay in the past? 
   If the IntelyPro has enrolled in DailyPay but has NOT taken a transfer by the end of the pay period (Sunday-Saturday), the available funds will not roll over to the next pay week but will instead run through payroll like a normal check.  This only applies to the first transfer; once an IntelyPro has withdrawn funds from DailyPay at least once, their funds will be available normally.
6. Has the IntelyPro recently changed license types?  
   If the IntelyPro has recently changed from a CNA to a nurse, or an LPN to an RN, it may disrupt their DailyPay coverage.  You will be able to tell there is an issue if the "pay group" section of the DailyPay profile is showing a dropdown menu instead of a single pay group.  If this is the issue, send the ticket to the Supervisors to get their account fixed.
7. What if none of the above apply, but the funds are still not available in DailyPay?  
   If there is an unfamiliar error or the shift is labeled as eligible for DailyPay and the funds are not available, assign the ticket to tech using the "Daily Pay Escalate to Tech" macro.

IntelyPro's DailyPay Account has a Negative Balance

• Occasionally, an IntelyPro is able to take more funds from DailyPay than they should be able to.  This usually happens because of a disputed shift or mistaken revision: the IntelyPro's funds become available immediately after their shift, and they make a transfer.
• Later, the facility disputes the times or the IntelyPro revises the shift, resulting in less money going to DailyPay than expected.  As the IntelyPro has taken more than we sent DailyPay, their account goes negative.
• If this situation has occurred, you should be able to confirm it by comparing the IntelyPro's shift history to their DailyPay transfers/balance.  Explain to them what has happened and that their account will be positive again once they work more shifts and make up the overdrawn funds.
• There are no "overdraft fees" or anything similar.
• If you are unable to determine what caused the IntelyPro to go negative, assign the ticket to supervisors so they can reach out to DailyPay.