Troubleshooting Common Issues

Something Not Working? Start Here.

This article covers the most common issues reported by MyHR Nest users — and how to fix them quickly. Find your issue below and follow the steps.

🔐 Login and Account Issues

Problem: "Incorrect email or password" error

Fix:

1. Check Caps Lock is off
2. Check you are using the correct email address (your work email registered by HR, not a personal email)
3. Click Forgot Password to reset your password
4. If you don't receive the reset email within 5 minutes, check your Spam folder
5. If still not working: ask your HR Manager to confirm the email address registered for your account

Problem: "Account not found" or email not recognized

Fix:

1. You may be using the wrong email address
2. Your HR Manager needs to add your email to your employee profile first
3. Ask your HR Manager: "Please check my email address in People → Employees → [Your Name]"

Problem: Logged in but can't see any menu items / blank screen

Fix:

1. Hard refresh the page: press Ctrl + Shift + R (Windows) or Cmd + Shift + R (Mac)
2. Try a different browser (Chrome recommended)
3. Clear browser cache and cookies, then log in again
4. If issue continues, contact support with your browser name and version

📍 GPS Attendance Issues

Problem: "You are outside the geofence" when I'm at the office

Fix (for employee):

1. Check your phone's GPS / Location Services is turned ON
2. Check you have given your browser location permission (when the browser asks "Allow location?" — click Allow)
3. Move to a different spot in the office and try again (GPS accuracy can vary by 5–30 meters)
4. If still failing, use mobile data instead of WiFi (some office WiFi locations are inaccurate)

Fix (for HR Manager, if multiple employees report this):

1. Go to Attendance → Attendance Settings
2. Increase the geofence radius by 50 meters
3. Save and ask employees to try again

Problem: Employee clocked in but attendance not showing

Fix:

1. Refresh the Attendance page (Ctrl + R)
2. Check the date filter — make sure it shows today's date
3. Check if the employee's account Status is Active (People → Employees)
4. If the employee is newly added, wait 5 minutes and try again

💰 Payroll Issues

Problem: Employee not appearing in the payroll run

Fix:

1. Go to People → Employees and check the employee's Status — it must be Active
2. Check the employee has a Basic Salary entered (People → Employees → Edit → Salary)
3. Check the employee's Start Date — if it is after the payroll period start date, they may not appear
4. If all looks correct, try closing and reopening the payroll run

Problem: SSB amount looks wrong on payslip

Fix — verify the calculation manually:

• Employee SSB = Basic Salary × 2%
• Employer SSB = Basic Salary × 3%
• Example: 500,000 MMK salary → Employee SSB = 10,000 MMK | Employer SSB = 15,000 MMK

If the number in MyHR Nest differs, check if the employee has an SSB number entered (People → Employees → NRC/SSB tab). Employees without an SSB number may be excluded from SSB calculation.

Problem: Income tax deduction is 0 even though salary is above threshold

Fix:

1. Check the employee's annual salary (monthly × 12) — if below 4,800,000 MMK annually, tax = 0 (this is correct)
2. Confirm Tax is enabled in Payroll Settings
3. Check if the employee has any tax-exempt allowances configured

Problem: Payroll run finalized but I need to make a change

📅 Leave Issues

Problem: Employee applied for leave but balance did not decrease

Fix:

1. Check if the leave request is Approved or still Pending
2. Balances only deduct when leave is Approved — pending requests do not deduct
3. Go to Leave → Leave Requests and approve the request

Problem: Leave balance shows 0 days but employee says they have unused days

Fix:

1. Go to Attendance → Leave Balances and check the employee's balance
2. Check the leave year — balances are per calendar year, make sure you're looking at the correct year
3. Review the employee's approved leave history to see if balance was correctly deducted
4. If you need to manually correct a balance, go to Leave Balances → Edit → adjust the days

👥 Employee Management Issues

Problem: Cannot add more employees — button is greyed out

You have reached your plan's employee limit. Options:

• Free plan: maximum 10 employees → upgrade to Growth to add up to 50
• Growth plan: maximum 50 employees → upgrade to Enterprise for unlimited

Email support@myhrnest.com to upgrade.

Problem: Deactivated employee still appearing in payroll

Fix:

1. Make sure the deactivation was saved: People → Employees → find employee → Status should show Inactive
2. Create a new payroll run after deactivating — the employee should not appear
3. If they appear in an existing run, remove them manually from that run

🤖 AI Feature Issues

Problem: AI Insights takes a very long time or shows an error

Fix:

1. Check your internet connection
2. Refresh the page and try again
3. AI analysis uses more data for longer periods — try "Last 7 days" first to confirm it works, then try longer periods
4. If error persists for more than 10 minutes, contact support

Still Not Resolved?

If you followed the steps above and the issue continues, contact our support team:

• 📧 support@myhrnest.com
• Please include: your company name, what you were trying to do, what error you saw, and a screenshot if possible

🗣️ မြန်မာဘာသာ — ပြဿနာဖြေရှင်းနည်း

• 🔐 Login မရ: Caps Lock စစ် → Forgot Password → email မှန်/မမှန် HR ကိုမေး
• 📍 GPS မကိုက်: Phone location ON ဆိုတာစစ် → browser location permission Allow → radius တိုးပေး
• 💰 Payroll တွင် ဝန်ထမ်းမတွေ့: Status = Active ဆိုတာစစ် → salary ထည့်ထားသလားစစ်
• 📅 Leave balance မကျ: Approved ဆိုတာစစ် (Pending ဖြစ်နေလျှင် approve ဦး)
• 🤖 AI error: Page refresh → internet connection စစ် → 7 days နှင့်ဦးစွာ test
• ဖြေရှင်းမရ: support@myhrnest.com → ကုမ္ပဏီနာမည် + screenshot ပါပို့ပါ

📄 Related Articles

• How to Contact MyHR Nest Support
• Frequently Asked Questions (FAQ)
• Employee Guide — What You Can Do in MyHR Nest

📞 Need help? Email support@myhrnest.com | Mon–Sat 9AM–5:30PM Myanmar Time