The error message, unable to retrieve your application settings, is caused by SelectPay not being able to verify your user account against the database. To troubleshoot, review the steps below.
Is the database name being entered correctly?
Does your user account exist in the database?
Have the databases recently been moved to a new server?
To check if your user exists, follow the steps below.
Using a payroll administrator account, log in to SelectPay.
Click System, and then click User Records.
If your user is not listed, you will need to create it.
🤓Tip: Users can be removed by a database restore, taking the database back to before a user record was created.
If you're unable to identify the cause, raise a case with support confirming the number of users affected and when the issue initially occurred.