Frequently asked questions
Use the links below to jump to a question.
Data and calculations
Section titled “Data and calculations”- Why is a transaction missing?
- Why is a commission not calculated?
- Why is an employee not assigned to a scheme?
- Why does the dashboard total differ from imported data?
- How are scheme tiers calculated?
- How does data refresh work?
Why is a transaction missing?
Section titled “Why is a transaction missing?”Align the source and Perslace date range and time zone, then search by a safe transaction identifier. Check Last Sync and Sync History, confirm that the source record exists, and review the visible employee identifier or attribution.
Required mapping rules remain unverified. If the record remains absent after the expected refresh, contact Support with a redacted example. Do not change scheme rules to compensate for missing data.
Why is a commission not calculated?
Section titled “Why is a commission not calculated?”Confirm that the transaction is present, the employee’s assignment is effective, the Metric Definition returns a value, plan qualifiers pass, and a rule or tier applies. Then check the relevant cycle period.
Trace one known transaction before altering any approved configuration.
Why is an employee not assigned to a scheme?
Section titled “Why is an employee not assigned to a scheme?”Open the scheme’s assignment information. Confirm whether it is assigned by group, branch, or individual. Check current membership and the Effective From and Effective To dates.
Do not assume that team membership automatically creates or replaces an assignment.
Why does the dashboard total differ from imported data?
Section titled “Why does the dashboard total differ from imported data?”The views may use different periods, scopes, aggregations, currencies, or data freshness states. Also confirm that the Dashboard card is not Forecasted Commission or Forecasted Revenue.
Compare the same actual measure in a detailed report with aligned filters.
How are scheme tiers calculated?
Section titled “How are scheme tiers calculated?”The result depends on the scheme’s evaluation mode, rule scope, metric, payout type, and whether tiers use SLAB or PROGRESSIVE behaviour. Tiers should be continuous, without gaps or overlaps.
Test values below, at, and above each boundary. Exact examples should use the scheme’s own configuration.
How does data refresh work?
Section titled “How does data refresh work?”The reviewed workspace offered scheduled intervals of 10, 15, or 30 minutes and 1, 6, or 24 hours. Active webhooks can provide real-time updates.
Check the organisation’s configured interval, connection Last Sync, and Sync History. Do not treat the reviewed ten-minute setting as a universal default.
Approvals, payouts, and disputes
Section titled “Approvals, payouts, and disputes”- Can an approved commission be edited?
- Does Paid mean Perslace transferred money?
- How are disputes handled?
- Can a finalised payout cycle be reopened?
Can an approved commission be edited?
Section titled “Can an approved commission be edited?”This was not verified. Treat an approved commission as a controlled financial result. Check for an authorised adjustment or reopen path and obtain Finance approval. Contact Support if a correction is necessary and the recovery path is unclear.
Do not directly change source data or scheme rules to rewrite an approved result.
Does Paid mean Perslace transferred money?
Section titled “Does Paid mean Perslace transferred money?”Not necessarily. Paid is a timeline or status label observed in the employee payout detail. The interface also referred to finance validation and payroll sync.
Confirm the movement of funds in the authoritative finance or payroll system. This review did not verify Perslace as a payment processor.
How are disputes handled?
Section titled “How are disputes handled?”A case-creation form was visible to the reviewed Primary Admin; access for other roles remains unverified. It contains Category, priority, detailed description, and up to three PNG, JPG, or PDF attachments of 5 MB each. History is also available.
Attach only necessary, redacted evidence. Never attach credentials, raw exports, or unredacted employee, client, or financial data. The complete review, decision, and closure workflow was not tested.
Can a finalised payout cycle be reopened?
Section titled “Can a finalised payout cycle be reopened?”Reopen and recovery behaviour was not verified. Resolve data, calculation, adjustment, and approval issues before selecting Finalize Cycle.
If a finalised cycle needs correction, preserve the evidence and contact the authorised Finance owner and Perslace Support before making related changes.
Access, security, and AI
Section titled “Access, security, and AI”- How are permissions controlled?
- How is user and financial data protected?
- Is Perslace Intelligence always correct?
- What is AIS?
- Where can I get help?
How are permissions controlled?
Section titled “How are permissions controlled?”Invitations offer Employee, Manager, and Admin roles. The reviewed account was a Primary Admin. Admin is described as having full settings and billing access. Subscription gates, Action Lock, and Access Control can also affect actions.
A complete, tested permission matrix is still required. Apply least privilege.
How is user and financial data protected?
Section titled “How is user and financial data protected?”Perslace uses layered security, access, and governance controls to help protect user and financial data:
- Two-factor authentication (2FA): TOTP-based verification adds an extra layer of protection when users sign in.
- Enterprise SSO/SAML: Organisations can manage authentication through their central identity provider.
- Action Lock: Sensitive actions can require additional verification before they are completed.
- Access approvals: Access can be reviewed and controlled so that users only reach the information and actions appropriate to their role.
- Audit logs: Recorded activity supports oversight, investigation, and accountability.
- GDPR: Perslace supports organisations in meeting GDPR data-protection requirements.
- SOC 2 readiness: Perslace maintains controls designed to support SOC 2 readiness.
- SOX support: Access controls, approvals, and auditability can support an organisation’s SOX control processes.
The exact controls available can depend on your subscription and configuration. For formal compliance, certification, data-hosting, retention, or contractual information, request the current security documentation from Perslace.
Is Perslace Intelligence always correct?
Section titled “Is Perslace Intelligence always correct?”No AI output should be treated as authoritative on its own. The interface tells users to verify critical information, and testing found plan-state and currency inconsistencies.
Compare every material finding with the source scheme, transaction data, and report, then record the human decision.
What is AIS?
Section titled “What is AIS?”AIS means AI Impact Simulator. It lets you check a commission scheme against selected historical months to see how that scheme would have affected results during that period.
Use AIS to understand a scheme’s potential impact before making a change. A simulation is exploratory: it does not alter the scheme or replace the normal review and approval process.
Where can I get help?
Section titled “Where can I get help?”Use the Help menu or the Help Centre article footer once the support destinations are verified.
A request should contain the page, role, period, expected and actual result, time, safe identifiers, checks completed, and sanitised evidence. Never send credentials, raw exports, or unredacted personal data.
Last updated: August 2026