Insurance and reporting issues

Insurance and reporting discrepancies tend to surface late and cost hours of reconciliation. This page lists the usual causes in the input data and the order in which to check them to find the gap.

Rifena stores operating data and states confirmed by users. It does not transfer money or submit a report to an external authority automatically.

The Open insurance dues shows Missing salary or Zero amount

Check first

1. The contribution period, policy, and employee are correct.
2. The contract has a salary and effective dates covering the period.
3. The employee is enrolled in the intended insurance policy.
4. The active contribution settings were confirmed by the company.

Fix it

Correct the contract, enrolment, or policy on its owning screen. Return to Payroll → Insurance → Create contribution batch and create a new preview. Do not enter a temporary amount merely to make the row valid.

Expected result: the row becomes Ready with a reviewed contribution amount.

Still not working? Prepare the period, policy, contract state, and exception label. Mask real salary in any screenshot.

A row cannot be selected, or a saved row is no longer Ready

Check first

1. The row is Recorded, Remitted, Zero amount, or another exception.
2. The period and policy match a row already in Open insurance payment history.
3. The previous Save to ledger action reported success.

Fix it

Open Payment history and find the period first. Continue from the existing row when present; only Ready rows need to be selected and saved. For an exception, correct its cause and generate another preview.

Expected result: each employee and period has the necessary history row without a duplicate.

Still not working? Send the period, policy, row label, and latest save result. Do not save repeatedly.

Open insurance reconciliation still differs after the company paid

Check first

1. The reconciliation month is correct.
2. The matching Payment history row is marked Paid.
3. Payroll and contribution-ledger rows belong to the same employee and period.
4. The row is Mismatch, No ledger entry, or No payroll deduction.

Fix it

If the money was genuinely remitted, record that result on the correct history row. If one side is missing, follow the payroll-run or ledger link and correct its source. Refresh reconciliation after one change. Do not edit the aggregate difference directly.

Expected result: the row becomes Matched, or has an explained cause and owner.

Still not working? Prepare the month, difference group, payroll deduction, and recorded remittance. Mask unrelated personal data.

A template or version cannot be selected when generating a statutory report

Check first

1. Open statutory reports and check the organisation and Statutory definition.
2. The message distinguishes no template, no published version, and a failure to load the list.
3. The template owner has published a version, rather than only saving a draft.

Fix it

If no template exists, use Create report template or hand over to the template owner. If a template has no published version, open it, review the preview file, and publish the appropriate version using the template setup guide. A loading error does not mean the list is empty: check your sign-in session and reload once the connection is stable. Do not create duplicates to work around a loading failure. If template fields are absent, ask an administrator to check availability and access.

Expected result: the correct template and published version can be selected, or an owner is handling the missing setup.

Still not working? Send the report type, template name, version status, and redacted error message; do not share passwords or real tax files.

Columns move after uploading a new Excel template, or the version cannot be saved

Check first

1. The file is XLSX, meets the displayed size limit, and is the approved template.
2. The data source, worksheet, first data row, and field assigned to each column are correct.
3. No changed locations remain unresolved and Technical validation shows no errors.

Fix it

Open the existing template, review each changed location, and decide whether to keep, move, or remove its mapping. Do not accept every suggestion just to enable saving. Save a new draft version, download a preview, and check the actual cell values before publishing. If a previous attempt created the template but not its version, continue on that template.

Expected result: the draft saves and its preview has the correct columns, rows, identifiers, dates, and totals.

Still not working? Send the template name, version, worksheet, and affected cell; attach only a blank template or anonymised test data.

A report requires warning acknowledgment, or it was generated with incomplete figures

Check first

1. The period and template version are correct; identify whether the warning concerns source data, mappings, or references.
2. The downloaded file contains the expected people, required fields, and reconciled totals.
3. The previous attempt generated a report or is still waiting for acknowledgment.

Fix it

Correct company, employee, or payroll data where it is managed; send mapping issues to the template owner. Review fresh warnings after changing data. Acknowledge only after review; red colour alone does not establish a blocking condition. For Excel templates, a data check with no warnings generates the report immediately. Check existing records before generating again. Do not file unreconciled partial data, even when generation succeeded.

Expected result: the file matches the data and period, and outstanding issues have an owner before filing. Follow Statutory reporting to choose regeneration or amendment for the current state.

Still not working? Send the period, report type, template version, state, and warnings; redact personal, payroll, and tax data from the evidence.

The filing was submitted, or the portal returned an outcome, but Rifena is not in the corresponding state

Check first

1. The external portal returned a submission reference or receipt.
2. The correct report and version in the chain are open.
3. Rifena displays Generated, Submitted, Accepted, Rejected, or another state.

Fix it

After receiving the reference, open the report, select Mark as submitted, and enter it. When the portal returns an outcome, use Portal accepted or Portal rejected only on the Submitted version and only after verification. Do not reverse a recorded portal outcome directly.

Expected result: Rifena stores the reference and the matching Accepted or Rejected state, while the company retains the external receipt.

Still not working? Send a partially masked reference, submission time, portal state, Rifena state, and visible actions. If an outcome was recorded incorrectly, stop and escalate instead of creating an opposing record.

See Insurance and statutory reports for the complete journey and boundaries.