An employee is not assigned to a scheme

Applies to: Admins and Finance users
Prerequisites: The scheme and evidence of the intended employee, group, or branch assignment

Problem

The expected employee is missing from the scheme’s active assignment or calculation population.

Likely causes

• The wrong assignment method was used.
• Group or branch membership is different from expected.
• The assignment has future or expired dates.
• The wrong individual was selected.
• An assignment conflicts with another assignment.
• The employee is inactive.

Checks to perform

1. Review Active Assignments and assignment history.
2. Confirm the assignment method and selected target.
3. Check the employee’s group or branch membership.
4. Check the employee’s status.
5. Confirm the Effective From and Effective To dates.
6. Compare the assignment dates with the transaction date.

Resolution steps

1. Correct the membership or create an authorised assignment with the intended effective date.
2. Test one known record.
3. Verify that plan qualifiers still pass.

Do not broaden a live assignment merely to force inclusion.

When to contact support

Contact Support if the employee is clearly included and the assignment is effective but the employee remains absent, or if precedence between overlapping assignments is unclear.

Information to include

• Employee safe ID.
• Scheme.
• Assignment method and target.
• Membership.
• Effective dates.
• Transaction date.
• Expected result.
• Sanitised assignment screenshot.

Last updated: August 2026