ADP Bi-Directional: Troubleshooting if your New Hire did not send to ADP

Juan Burgos

Edited February 14, 2025 03:10

If the new hire fails to send to ADP, it is because a required piece of information is missing or the information is not correctly formatted for ADP to accept the information.

In this article:
How you will know if the new hire transfer fails
Troubleshooting Common Error Messages
How to re-send the new hire to ADP
Finding your New Hire in ADP after a Success Transfer
Additional Resources

How you will know if the new hire transfer fails:

There are four ways you will be able to tell if the new hire did not successfully transfer from ClearCompany to ADP.

Your specified admin will receive an email if the data transfer fails.

If you're using Applicant Onboard V1, the subject of this email will be: NEW HIRE TRANSFER ERROR: [Candidate.FullName], [Req.Id], Sync Failed
If you're using Applicant Onboard V2, the subject of this email will be: [Operation_Titlecase] Transfer Error: [Candidate.FullName], Sync Failed from ClearCompany to ADP
- [Operation_Titlecase] will either be 'New Hire' or 'Rehire' depending upon the hire

The new hire will not be showing in ADP in the In-Progress area.

To learn how to find your new hire in ADP, review the dropdown in the 'How to Send your New Hire from ClearCompany to ADP' section of this article.

By default, the candidate's workflow should change automatically depending on the status of the transfer to ADP.

Candidates whose transfer has failed will be placed into the workflow titled: "Hired - New Hire Transfer to ADP Failed"

On the candidate's profile in ClearCompany, on the 'Hire' tab, the status of integration will say "Failed".

This will appear under the Integrations section within the 'Hire' tab of the candidate's profile.

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How to troubleshoot common error messages:

Next to the "Status" column (shown above), you will see a "Message" column. This displays the error code if the status is "failed." To determine which integration failed, review the "Name" column displayed on the far left column. Below is a list of common error codes for each integration and their common fixes.

ADP In Progress New Hire Transfer Errors

You cannot add new hire [name of candidate]. Contact the ADP service team for more information.

During the new hire transfer to ADP, ADP first validates the data to ensure duplicate data is not being sent. Depending on which version of the integration your organization uses (Applicant Onboard V1 vs V2), we may or may not support Rehires. Information regarding the Applicant Onboard versions can be found here, and information regarding ADP Rehires can be found here.

This error message typically occurs for clients using Applicant Onboard V1 without Rehire support, and is caused by the following data points not being unique:

Social Security Number (SSN)

If a user with the same SSN already exists in ADP, you will be unable to transfer them through the integration. We recommend updating the user's profile in ADP accordingly.

Email Address

Similar to the SSN, the Email Address for the candidate must be unique and not match the email address listed for an existing employee in ADP.
How to fix: Update the candidate's profile in ClearCompany to have a unique email address and re-attempt the transfer using the steps below.

There are no 'pending consent' options in the Admin Account.

When you don't have "pending consent" options, this is typically because you are not indicated as the purchasing user of the account. Only the admin user who purchased the application/update to the application (in the case of migration).

Please follow the instructions linked here: ADP Bi-Directional Assigning the ClearCompany App to Users to take ownership of the application. Once you have done this, we can finalize the transfer of ownership. Alternatively, you can work with your ADP representative to achieve ownership of the application.

Invalid Social Security Number.

This error occurs when a social security number is invalid. You can resolve this by updating the new hire record/onboarding packet.

Template requires two more people to enter new hire information.

This error occurs because, on the first "Name Template" step of the new hire template configuration in ADP, there is an option to select "Two or more people" when determining how many people will enter new hire information. If this is not supposed to be the case, you can edit the new hire template in ADP by heading to ADP Setup Hire/Re-hire Name Template Update to single user Save. Two or MOre.png

Internal Server Error.

When you see this error message, this indicates that we are attempting to send conflicting data to ADP. Usually related to Pay Rate/Type information.

Example: The selected Pay Type for the employee is Salary but ClearCompany is sending an Hourly Pay Rate to ADP when it should be sending a Per-Pay-Period Rate amount.
How to fix: More often than not, the discrepancy lies in the ADP Personal Data Sheet (onboarding packet) - check this onboarding form to ensure that the pay data (Rate Type and respective Pay Amount) is correct.
- If the information is incorrect and the form has already been approved internally, follow the instructions in this article to re-assign a blank form for both parties to complete and correct the necessary information.

Service Error.

This error message appears sometimes when there is a server error during the data transfer. To resolve this, wait a few minutes and try again.

You do not have access to this feature.

This error occurs when you do not have the correct permissions set up in ADP. To resolve this, log into ADP Setup Hire/Re-hire Select the new hire template in question click assigned users enable profile for "system users established by marketplace data connector" in Column B, and click Save.

You must enter a valid Middle Name.

The error occurs is someone puts in a special character, for example, “N/A”. That will not send correctly and will result in an error. For ATS only, if they collect this field it would be on the application, So they will need to edit the application field for middle name. For ATS + ONB, this is collected on the personal data sheet, so they will need to remove the PDS and reissue it to the new hire.

Permission denied.

This error occurs when mobile access to Workforce Now has been disabled on the ADP side. To resolve this, please reach out to ADP support.

Payrollgroupcode is invalid.

Depending on how you capture your company code, it could be one of the below.

This error indicates that there is a mismatch between the code entered on the ClearCompany requisition and the acceptable company code values for your organization in ADP. To resolve this, edit the requisition in question and select an active company code.
This error indicates that there is a mismatch between the code entered on the ClearCompany Personal Data Sheet in the new hire's Onboarding Packet and the acceptable company code values for your organization in ADP. To resolve this, you will want to navigate to the candidate profile Hire tab delete the personal data sheet in question, and reissue it.

ADP API Call Failed For Unknown Reason.

When you see this error message, it is usually due to one of the following issues:

A connectivity issue with ADP.
- How to fix: Reach out to ADP support to find out if there has been a server outage. Also, double-check to see if the employee did transfer successfully and is listed within the 'In-Progress' section of ADP.
Your Bi-directional connector subscription expired or connection Consents are missing.
- How to fix:
  - Consents: The user who purchased the ADP Bi-Directional Connector for your organization will need to review ADP's Consent Manager here: https://adpapps.adp.com/consent-manager/. Then, accept any Pending consents for the ClearCompany connector.

ADP Direct Deposit Transfer Errors

You do not have the authorization to access the server.

This error message appears sometimes when there is a server error during the data transfer. To resolve this, wait a few minutes and try again.

Label not found, missing following key: You need exactly one amount in /baseRemuneration.

This occurs when we are trying to send a salary and an hourly rate. We can only send one or the other. The client would need to either reissue the offer letter or if they are putting this into the personal data sheet, they would need to remove and read the Personal Data Sheet and only put in either a salary OR an hourly rate.

financialAccount/typeCode is invalid.

When you see this error message, this means that the Deduction Code entered on the Approver's section of the direct deposit form is incorrect and doesn't match the Account Type that the new hire selected.

Example: If the new hire indicates that an account is type "Checking" but the approver selects the code for "Savings," this error message will appear.

Also, if the new hire enters information for two different accounts, but only one Deduction Code is entered, this error message will appear.

How to fix: Ensure that the deduction code(s) match what the new hire has indicated on their direct deposit form.

If the information is not correct and the form has already been approved internally, follow the instructions in this article to re-assign a blank form for both parties to complete and correct the necessary information.

ADP API Call Failed.

When you see this message, it usually indicates that the new hire has not been fully processed from the 'In-Progress" tab to an Employee Profile in ADP. By default, this export should trigger automatically within a few hours after processing the employee in ADP.

How to fix: An ADP admin will need to complete the Hire template in ADP and fully process the new hire as an Employee. Then, either wait for the automatic sync to occur or manually send the data using the steps listed below.

ADP API call failed for an unknown reason.

When you see this error message, it is usually due to one of the following issues:

The new hire is still "In Process" in ADP and their new hire template information has not been approved/finalized. Complete the processing of the new hire in ADP and re-attempt the transfer.
The Deduction Code listed on the Direct Deposit form is not a valid match for your organization's acceptable deduction codes.

If the information is not correct and the form has already been approved internally, follow the instructions in this article to re-assign a blank form for both parties to complete and correct the necessary information.

The Deduction Code is already in use on the employee's profile in ADP. This can occur if the information is manually added to the employee's record during processing. Direct Deposit information will not be able to be transferred, instead, update the employee's information in ADP.

The check digit for the Routing number is invalid.

ADP recognizes when Routing/Account numbers are not real and match account numbers/routing number standards. This is likely because there are not enough digits or it's a fake/made-up routing/account number.

Skipped.

When you see this error message, it typically means that the Direct Deposit information for the candidate has already been entered. This could be by an Admin when initially processing the New Hire within the In Progress section, or the new hire entered their information within ADP manually. You cannot transfer collected Direct Deposit information to ADP at this time. We recommend making any necessary updates within the employee's ADP directly.

ADP Emergency Contact Transfer Errors

The e-mail address must be in the format name@company.domain and may not contain diacritical symbols. Examples of diacritical symbols include the accent (á), caret (^), tilde (~), and so forth.

This error appears when the email for your new hire's emergency contact or new hire has an email address in the incorrect format. To resolve this, you will need to delete and re-issue the personal data sheet. This can be done by heading to the requisition in question and editing the onboarding packet.

Area code is invalid.

This error appears when the area code for your new hire's emergency contact or new hire has an area code in the incorrect format. To resolve this, you will need to delete and re-issue the personal data sheet. This can be done by heading to the requisition in question hire and editing the onboarding packet.

Forbidden.

Oftentimes, this error message indicates that the Emergency Contact information was manually added to the employee's record in ADP. Most commonly, either by the new hire themselves or by an admin during the initial new hire processing.

How to fix: No fix is needed; however, if the employee needs to update this information, they will need to do so directly through ADP.

Failed to get EntityIntegration for OutboundEntity. Could not find user for candidate ID ######.

This error appears when the user in question has been terminated. To check this and resolve it, you will need to sign in to ADP employee's profile and reactivate the terminated employee. This appears when the user is terminated in ADP or the user profile does not exist in ClearCompany.

Skipped.

When you see this error message, it typically means that the Emergency Contact information for the candidate has already been entered. This could be by an Admin when initially processing the New Hire within the In Progress section, or the new hire entered their information within ADP manually. You cannot transfer collected Emergency Contact information to ADP at this time. We recommend making any necessary updates within the employee's ADP directly.

Relationship is Invalid.

When you see this error message, it is related to the Emergency Contact information submitted by the new hire. Specifically, the emergency contact Relationship status selected by the new hire does not have a matching value in ADP for your organization.

How to fix: Contact ClearCompany Customer Support to get this resolved.

ADP Federal Tax Transfer Errors

You must enter a value in the required field (Tax Data-State Tax Code). (15,69)

The employee must have a state tax code stored. This can either be added manually after the employee is added, or state tax defaults can be set up per each unique combination of Company Code and Pay Group in Vantage. To set up state tax defaults, follow the instructions below

1. Go to Setup> Field Definitions and Mappings > Setup Information > Company > Pay Groups.
2. Search for whichever combination of Company and Pay Group you need to edit the defaults for, and click the Pay Group there.
3. Next under Settings > Tax Defaults, choose a default for State and SUI Code.
4. Click Save at the bottom

ADP API Call Failed for an Unknown Reason.

The new hire is still "In Process" in ADP and their new hire template information has not been approved/finalized. Complete the processing of the new hire in ADP and re-attempt the transfer.

ADP Applicant Onboard V2 Transfer Errors

Home Department is invalid.

This error message appears when there is a mismatch between the company code and the department. You will need to update the department to align with the company code being sent. You can do this by editing the job requisition in question in ClearCompany and updating the Department field.

The person assigned to manage the direct reports isn’t a manager. Select another person.

This error message appears when the manager associated with the job requisition does not have the "Manager Position Indicator" toggled on in their ADP profile. To resolve this, first check the manager's profile in ADP and ensure that the Manager Position Indicator is turned on. If it is, you will need to edit the user in ClearCompany to ensure they have the correct manager listed. To do this, you will head to Tools>Setup>Users edit the new hire's user profile, and change manager selection.

Worked In Country is required.

This error message appears when the country field of the Personal Data Sheet has not been filled out. To check this, you will need to edit the onboarding packet in question and check the Personal Data Sheet tab.

An entity integration for the specified partner, entity type, and entity id already exists.

This error occurs if you are trying to send a new hire with the same data but with a different SSN. This appears to happen when we try to send the new hire transfer (not rehire) from a candidate profile where the employee was already fully processed in ADP. Any additional updates to the employee's data should be made in ADP.

Legal Address - Address 1 does not match pattern.

This error occurs if we are sending an invalid address format. Remove the extra space at the end of Address line 1 in the candidate's profile. Also, check the City/State for extra space.

Personal Mobile is invalid.

This error appeared when using a fake phone number like '9876543210'. Edit the area code to be valid (ex. 617 for boston), leaving the rest of the number identical, and that resolves the error.

Middle Name does not match pattern ^........(string).

This error is caused by the middle name we are trying to send. Check middle name pulled from Personal Data Sheet or Application. No special characters are allowed. Map out apostrophes, slashes, etc.

User is linked to multiple distinct person records.

The new hire the client is trying to send most likely already has an in-progress profile in ADP that they will need to cancel before sending a new one.

Label not found, missing following key: You need exactly one amount in /baseRemuneration.

ADP Rehire Transfer Errors

In ADP, Rehires will not be found in the same place as your new hires. If looking for a rehire, users will need to look them up by name in the user search, the same as other employees.

The Employee FLSA overtime flag is allowed only when the company FLSA overtime flag is on and the employee's rate type is other than daily.

This error appears if you are trying to send an FLSA status for the rehire in question and this setting is disabled (i.e. exempt or non-exempt). To resolve this, you will need to sign in to ADP Setup Payroll Company Options Company Code toggle "FLSA Overtime Calculation" located on this page.

"Employee Job Change" option is missing in ADP.

To resolve this error, please reach out to your ADP service representative.

Label not found, missing following key: Exception in the requestcould not initialize proxy [com.adp.wfn.chr.model.common.Location#2545145244_6329] - no Session.

To resolve this error, re-send your re-hire's data again. If this does not resolve after re-initiating the data export, let us know and we will get you connected with a support agent.

Forbidden.

Depending on how you capture your company code, it could be one of the below.

This error occurs if the company code is input incorrectly on the personal data sheet for your rehire. To resolve this, head to the candidate profile Hire tab edit the onboarding packet in question delete the personal data sheet, and re-issue it with the correct company code.
This error occurs if the company code is input incorrectly on the job requisition for your rehire. To resolve this, edit the requisition in question and select an active company code.

Worked-in state is required.

This error message can be resolved with the help of our support team.

ADP Errors- Support

If the error is not listed above, please reach out to our support team, at support@clearcompany.com, or paste the error message in the chat to get connected to a support agent.

How to re-send the new hire to ADP:

After the problem has been resolved, you will want to manually trigger the new hire's information to send to ADP. To do so, follow these simple steps:

Guide

Navigate to the Candidate's Profile.
Click on the Hire tab.
At the bottom of the screen, you will see the Integrations section. On the right-hand side, click Send Data.
Then select the name of the integration you wish to resend from the drop-down.
1. For example, "ADP In-Progress New Hire Transfer - [Client Name]" or "ADP Direct Deposit Data Sync - [Client Name]"
Click Send Data.

After the new hire attempts to transfer to ADP, you'll see if it was successful in the Status column on the Hire tab of the candidate's profile. Note, it may take up to a minute for the export to process but if you still see a 'Pending' integration status, please refresh the page and the status should update.

Finding your New Hire in ADP after a Successful Transfer:

When the 'ADP In-Progress Transfer' integration is successful, the employee will be sent to the 'In-Progress' section within ADP. To locate this section of ADP, review the 'Where to find your new hire in ADP' dropdown in the 'How to Send your New Hire from ClearCompany to ADP' section of this article.

Additional Troubleshooting Resources:

If you are unable to resolve the issue please contact ClearCompany support at support@clearcompany.com, through Live-Chat, or via phone (617)-938-3801 x1.