Troubleshooting error messages during pension scheme enrolment

Learn how to fix errors you may receive when enrolling your employees in a pension scheme for The People’s Pension or NEST through PensionSync.

Error messages when enrolling with The People’s Pension

File start date is different to your account settings.

This means the Pay Reference Period (PRP) date in Xero doesn’t match the date used by The People’s Pension.

Contact The People’s Pension (The People’s Pension website) to correct their PRP date so that matches the date you have listed in Xero.

The auto enrolment status for this worker is invalid.

This can happen when the:

  • Employee has an Opt In Date but hasn’t been assessed in Xero. The People's Pension will reject the employee status as a 'contractually enrolled' employee.
  • Eligibility status for an employee in Xero doesn’t match The People's Pension status. This may occur if employees were manually assessed outside Xero, not assessed correctly, entered incorrectly, or enrolled prior to the Eligibility Status Date in Xero.
  • Eligibility status in the employee’s Pension tab in Xero doesn’t match their assessment status on file with The People’s Pension

To fix these errors:

  1. Revert any affected pay runs.
  2. Set up auto enrolment to assess your employee for eligibility in Xero.
  3. Opt the employee into a pension scheme with The People’s Pension.

We are unable to identify any worker who is being newly enrolled in this submission.

This can happen when:

  • Employee details don’t exactly match The People’s Pension details.
  • There are employees not listed in Xero that may have been submitted outside of Xero.

To fix these errors:

  • If there are no new employees who are eligible to join a pension scheme in this period, you don’t need to make a submission.
  • If there is mismatching information for an employee, correct their details and they will be assessed in the next pay run. For example, your Job Title or Post Code may not match.

Error messages when enrolling with NEST

The payment due date in the submission is different to the payment due date the pension provider is expecting.

This happens when the pension filing dates that NEST expects are different to dates set up in Xero.

To fix this error:

  1. Update the filing due dates in the employee's Workplace Pension tab so that they match the dates that NEST has.
  2. Revert the affected pay run and process it again.
  3. Set up auto enrolment to resubmit your pension file.

You must provide a valid header or trailer record.

This can happen when:

  • Period dates in Xero do not match what is on file with your NEST account.
  • There are no members currently enrolled in the NEST Group or Subgroup.

Contact NEST (NEST website) to investigate your pension scheme details.

We are unable to identify any worker who is being newly enrolled in this submission.

This can happen when there are:

  • Employee details in Xero that don’t exactly match NEST details. For example, you may need to check that an employee is correctly labelled as ‘eligible jobholder’ a ‘non eligible jobholder’ or ‘entitled worker’.
  • Extra employees not listed in Xero that may have been submitted outside of Xero.

To fix these errors:

  • If there are no new employees who are eligible to join a pension scheme in this period, you don’t need to make a submission.
  • If there is mismatching information for an employee, correct their details and they will be assessed again in the next pay run.