The most common cause is incorrect information being entered. Double-check check the information is correct. If so, reset your SelectPay password.
If you are hosted with The Access Group, and a password reset didn't work, raise a case referencing the title of this article.
For on-premise customers, there are further steps below.
SQL User
Check that the SelectPay account has access to the required database. To do this, follow the steps below.
Using an administrator account, log in to your SelectPay server.
Click the Windows key, and search for SelectPay Administrator.
Click to open SelectPay Administrator.
Click Users, find and select the required user.
Click the expand + icon.
If the database is not listed, the user will need to be created from within that database.
Redeploy user management
Redeploying the user management database will remove and re-add all SelectPay users to their relevant databases. We recommend this only be actioned as a last resort if users repeatedly receive the error message. To do this, follow the steps below.
Backup and delete the old database
Using an administrator account, log in to your SelectPay server.
Take a backup of your service configuration file named AccessAccounts.Payroll.Server.exe.config.
📌Tip: Take a note of the TCP port number from this file.
The default service location:- C:\Program Files (x86)\Access Applications\SelectPay v20XXr1\SelectPay Service\Service
Click the Windows key, and search for SelectPay Administrator.
Click to open SelectPay Administrator.
Click Databases, then click Backup & Restore.
Click Backup System Databases, then click Ok.
🤓Tip: If your SQL instance is on a separate server, use an administrator account to log in to your SQL server.
Click the Windows key, and search for SSMS, SQL Server Management Studio.
Click SSMS to open, then log in using the SA account.
Click the expand + icon on databases.
Right-click the database AA_ACCESS_USER_MANAGEMENT.
Click Delete.
Reinstall the user management
Using an administrator account, log in to your SelectPay server.
Click the Windows key, and open File Explorer.
Navigate to your service folder.
The default location is:- C:\Program Files (x86)\Access Applications\SelectPay v20XXr1\SelectPay Service\Service
Find and right-click the application AccessAccounts.Deployment.Usermanagement.exe.
Click Run as Administrator, and enter the required information.
Click Next, then click Next.
Sync users
Using an administrator account, log in to your SelectPay server.
Click the Windows key, and search for SelectPay Administrator.
Click to open SelectPay Administrator.
Click Databases, press CTRL + A to highlight all.
Click Synchronise User Management.
Right-click your test databases, and click Set as 'Test Only'.
Select each database and click Unlock, then click Assign to Database.
Double-click the required key.