Not sure exactly where to find what you need? Check out answers to some frequently asked questions below.
Logging in to the ESS Portal
What should I do if I did not receive an email after clicking Forgot Password?
If you have clicked on the button “Forgot Password” and a password reset email hasn’t arrived in your email inbox or junk mail, please verify the email address we have on file by either using our chat feature (located on the lower right hand side of your screen now) or calling Helpside at 801-443-1090.
What should I do if I forgot my username?
If you have forgotten your username, don’t worry! Contact us by either using our chat feature (located on the lower right hand side of your screen now) or calling Helpside at 801-443-1090 to recover it.
Why did I receive the message, "No user with these credentials is found."?
If you are trying to register for ESS access or reset your password and you receive a message stating “No user with these credential is found,” could be due to a few reasons:
- We have an old address on file and you are entering your current zip code. In this case you can enter your old zip code to get back into your account and then fill out an Employee Address Change Request to update your address.
- Part of your name includes a suffix (ex. John Doe II ). In our system this will be part of your last name. For John Doe, he would enter his last name as Doe II.
- You have two last names. In this case, enter both names with a space between.
If you are still unable to get through, feel free to contact us by either using our chat feature (located on the lower right hand side of your screen now) or calling Helpside at 801-443-1090.
What should I do if I am locked out of my account?
This may occur if a password is entered incorrectly multiple times.
If your account says that it is locked, feel free to contact us by either using our chat feature (located on the lower right hand side of your screen now) or calling Helpside at 801-443-1090.
How do I change my address?
You can change your address by filling out the DocuSign online address change form found here.
How do I notify Helpside of my name change?
To change your name, please contact us via Live Chat or call us at 801-443-1090. We will send you a secure link to upload your new social security card and your marriage or divorce certificate. You can also email us at firstname.lastname@example.org
How do I change the email address on file with Helpside?
Contact us via Live Chat, send an email to email@example.com, or call us at 801-443-1090 to request an email change.
How do I change the phone number on file with Helpside?
Contact us via Live Chat, send an email to firstname.lastname@example.org, or call us at 801-443-1090 to request a phone number change.
How do I download a copy of my W-2 form?
How do I view and print a copy of my pay stubs?
You can view and print a PDF version of your pay stub by logging into the login to your ESS Portal. Once logged in, click on Payroll then Check History. This will list out your checks for the current year. You can download a specific pay stub by clicking on the one you want then clicking on Re-print Check Stub. This may take a few minutes to download.
You can view more detailed instructions here.
What should I do if I believe my paycheck is incorrect?
Helpside processes your paycheck based on information from your worksite employer. Each company uses a different method for collection time and attendance and submitting data to us. We advise that you login to your ESS Portal and download the pay stub you have a question about. Here are the instructions for obtaining a copy of your pay stub through the ESS Portal.
After reviewing your pay stub, if you believe your pay check is incorrect, please speak with your manger/supervisor about the discrepancy, as we are only able to make an adjustment after receiving instruction from our payroll contact within your company.
Where can I find my paid time off (PTO) balance?
Your employer may track their PTO through Helpside, but not all of our clients do.
If you employer does track it through Helpside, you can find your balance by logging in to your ESS Portal, click on Time Reporting, then Paid Time Off. You can also find this balance in the bottom left portion of your pay stub.
What should I do if I believe my paid time off (PTO) balance is incorrect?
After reviewing your balance on your pay stub or through your ESS Portal, if you believe your PTO balance is incorrect, we advise speaking with your manger/supervisor about the discrepancy as we are only able to make an adjustment after receiving instruction from our payroll contact within your company.
How to I change the amount of taxes deducted from my paychecks?
The W-4 is an IRS form you complete to let your employer know how much money to withhold from your paycheck for federal taxes. Some states have their own State Income Tax Withholding form you must complete as well.
To change your income tax withholdings, simply log into your ESS Portal, click on myself, then click on My Tax Settings. You can make the necessary changes and click save.
More detailed instructions can be found here.
What should I do if I would like to claim "exempt" from federal tax withholding?
You may claim exemption from federal tax withholding for 2018 if both of the following apply.
- For 2017 you had a right to a refund of all federal income tax withheld because you had no tax liability, and
- For 2018 you expect a refund of all federal income tax withheld because you expect to have no tax liability.
If you’re exempt, complete only lines 1, 2, 3, 4, and 7 and sign the form to validate it.
Your exemption for 2018 expires February 15, 2019. See Pub. 505, Tax Withholding and Estimated Tax, to learn more about whether you qualify for exemption from withholding.
If you have met both of the above bulleted items and would like to claim Exempt from your Federal withholding, please call us at 801-443-1090. Outside of regular business hours, please send an email to email@example.com and we will contact you on the next business day.
How do I add or change a direct deposit account?
Follow the instructions found here to make a change to your direct deposit. If you have any trouble making the change, contact us via Live Chat or call us at 801-433-1090.
I don’t have a bank account. Can I still enroll in direct deposit?
Yes! We offer a Global Cash Card solution for employees who want the benefit of having their pay checks direct deposited. If you would like to enroll in the Global Cash Card program click here to complete the Global Cash Card form online through DocuSign to sign up to have your pay check deposited to a Global Cash Card debit card.
Who do I contact about issues with my Global Cash Card?
If you are having trouble with your Global Cash Card , please call us at 801-443-1090. Outside of regular business hours, please send an email to firstname.lastname@example.org and we will contact you on the next business day.
What should I do if I my insurance premium deductions from my paycheck are more than what was listed on my Employee Rate Sheet?
If your insurance premium deductions are more than you expected them to be, it could be due to back premiums. Our Health, Dental, and Vision premiums are deducted a month in advance, meaning the premiums deducted in January are actually for February’s coverage. This allows us to extend your coverage to the end of the month if you happen to leave the company, without having to work out a way for you to pay the premiums while not receiving a paycheck.
For example, if an employee is eligible to begin benefits effective January 1st, but he doesn’t submit his enrollment form until January 1st he will have back premium deductions. In this case, we haven’t been able to deduct the premiums for January a month in advance, in this case starting December. This employee would have back premiums to catch up for that month.
If you still have questions about your premiums or would like a break down of the premiums, please feel free to contact us by either using our chat feature (located on the lower right hand side of your screen now) or calling Helpside at 801-443-1090.
How do I check my 401(k) balance?
What should I do if my 401(k) contribution didn’t come out of my paycheck?
Each company can select a waiting period for enrollment in the 401(k). Once you are eligible to enroll, your contributions will start on the first check of the following month.
For assistance, contact Katelyn with A Plus Planning at 801-769-7426 during regular business hours or send an email to email@example.com.
How do I change my 401(k) contribution?
You can change you 401(k) contribution amount by completing this form.
You can also make changes on the Transsmerica website.
Any changes will take effect on the following Monday. For more immediate assistance contact Katelyn with A Plus Planning at 801-769-7426 during regular business hours or send an email to firstname.lastname@example.org.
What should I do if I am injured at work?
All employees who are injured through a work-related event must follow the injury reporting procedure as outlined below:
1. All work-related injuries, no matter how minor, must be reported to the employee’s supervisor during the same shift the injury occurred.
2. Helpside must be notified of all work-related injuries within 24 hours. Helpside can be notified by completion of the Supervisor’s Incident Report (SIR). This form can be completed together by supervisors and employees online.
3. If the work-related injury requires medical treatment, the employee must first call 1-844-581-0831 and speak with nurse triage, to discuss their injury and treatment options. If medical treatment is advised, the employee must use a designated medical provider. A copy of designated providers can be found on our website.
4. If the employee’s injury is life or limb threatening, please seek emergency treatment at the nearest emergency facility or call 911.
5. All employees seeking medical attention are required to complete a post-accident drug screen. Employees with work injuries who do not seek medical attention may also be drug tested at their employer’s discretion.
6. After receiving medical treatment, employees are required to report back to their immediate supervisor. If work restrictions are given by the doctor; the employee is required to contact their immediate supervisor to determine if modified work is available to meet the restriction given by the attending physician.
Contact info for Claims Director:
What is a Professional Employer Organization (PEO)?
Small businesses partners with Professional Employer Organizations (PEO) like Helpside* to gain access to payroll, employee benefits, human resources and risk management solutions that make running a small business easier.
In this relationship, your worksite employer (the place you report to for work every day) is your primary employer and is responsible for managing the day-to-day operations of all employees. Among other things they decide your pay rate, your schedule, and manage your daily work. They make decisions on paid time off, holidays, what benefits to offer, and other company policies and procedures.
Helpside is sometimes referred to as a secondary, administrative, or co-employer. This means that Helpside may be responsible for things like processing payroll, remitting tax deductions to state and federal entities, providing W-2 forms, complying with garnishment requests, completing employment verification requests, benefits administration, and FMLA administration.
This means that on a day-to-day basis and for most things, your worksite employer is considered your employer. On occasion there may be situations where Helpside may be listed as your employer, due to the nature of our relationship and the fact that all of the payroll and taxes for your company are processed under the Helpside state and federal tax ID numbers.
Some the occasions when Helpside could be listed as your employer include:
- Pay stubs
- W-2 forms
- Income and employment verification requests for loans, mortgages, refinance, etc.
- Garnishment paperwork
- Unemployment documentation
- Family Medical Leave Act (FMLA) paperwork*
- Benefits cards and claims information*
If you have any questions, you are always welcome to reach out to the Client Success team at Helpside. We will be happy to answer your questions and help point you in the right direction.
*Not all companies that work with Helpside are in a PEO relationship, and not all PEO clients participate in every aspect of our services.