FAQ for customers who use Cintra iQ to process their payrolls (SaaS)

Modified on Mon, 7 Jul at 5:58 PM

This article lists frequently asked questions with links to relevant articles to help you find the answers.

1. Contact and Support

Who should I contact for BACS-related questions?

For all BACS-related queries, please contact our support team by submitting a ticket: Submit a ticket.

2. Payroll BACS set up

How do I set up BACS payments for a new payroll or employer?

To enable BACS payments for a new payroll or employer, please submit a ticket: Submit a ticket to our support team. They will activate BACS for the specific payroll from the relevant date.

3. HMRC Liability Payments

3.1 Initial Setup and Activation

How do I enable the bureau to process BACS payments for HMRC liability for the first time?

Submit a ticket to our support team, requesting BACS payment activation for HMRC on Cintra Cloud.

Additionally, ensure the following are correctly set up in Cintra iQ:

HMRC Payment Due Date: Refer to How to change the HMRC payment due date?
PaymentMethod: Ensure it's set to "Accounts Office Cumbernauld." Refer to How to specify HMRC BACS Payments for PAYE Schemes?

3.2 Managing Multiple PAYE Schemes

If the bureau already pays some HMRC liabilities via BACS, how do I add a new PAYE scheme to be paid by the bureau as well?

If Cintra Cloud is already active for some HMRC payments, simply ensure the correct setup in Cintra iQ for the new PAYE:

Pay Date: Verify that the pay date is correct. Refer to How to change the HMRC payment due date?
Payment method: Change the payment method from "Cheque" to "Accounts Office Cumbernauld." Refer to How to specify HMRC BACS Payments for PAYE Schemes?

3.3 Excluding HMRC Payments

How do I ensure that certain HMRC liability payments are made by the employer instead of the bureau?

To exclude specific HMRC payments from bureau BACS processing, select "Cheque" as the payment method for that particular PAYE's HMRC payment in Cintra iQ. Refer to How to specify HMRC BACS Payments for PAYE Schemes?

**How do I stop the bureau from processing BACS for all my HMRC liability payments?**

To deactivate BACS processing for all your HMRC payments, submit a ticket to our support team. They can deactivate this functionality on Cintra Cloud regardless of your Cintra iQ setup.

How do I exclude a single HMRC payment (for a specific period) from being paid by the bureau?

If you need to exclude a single HMRC payment (e.g., due to a credit with HMRC), use the adjustment functionality within the HMRC payment run to reduce or zero out that payment. Refer to How to exclude a single HMRC liability payment from the BACS.

4. Third-Party Liability Payments

4.1 Initial Setup and Activation

How do I enable the bureau to process BACS payments for my third-party liability?

Submit a ticket to our support team, requesting BACS payment activation for your third-party payments. The support team will enable BACS on the cloud. Additionally, ensure correct setup in Cintra iQ for:

Pay date: Refer to How to change the third-party payment default due date?
and How to ensure third-party payments are paid on the last working day of the month?
For one-off changes to a due date for a specific payment run, see How to edit third third-party due date for a specific payment run?
Payment method: Ensure it's an electronic transfer with the correct bank details. Refer to How to exclude a specific third-party provider from the BACS payment?

4.2 Adding Additional Third-Party Payments

How do I add an additional third-party payment to be processed via BACS by the bureau?

If Cintra Cloud is already active for some or all of your third-party BACS payments, simply ensure the correct setup in Cintra iQ for:

Pay date: Refer to How to change the third-party payment default due date? and How to ensure third-party payments are paid on the last working day of the month?
Payment method: the payment method needs to be an electronic transfer with the correct bank details. Refer to: How to exclude specific payroll from third-party BACS payment?

4.3 Excluding Third-Party Payments

How do I exclude a specific third-party provider (e.g., pension or AOE provider) from bureau BACS payments? To exclude a specific third-party provider from bureau BACS payments, ensure the payment method for that provider is set to "Cheque." Refer to How to exclude a specific third-party provider from the BACS payment?

How do I exclude specific payrolls from a third-party BACS payment run? You can exclude specific payrolls from the payment run within the third-party association setup. Refer to How to exclude specific payroll from third party BACS payment?

How to override the due date for a third party when as a one-off change.

You can change the payment due date for your third for a specyfic payment run as a one-off change, without the need to change the default set-up.

How to edit a third-party due date for a specific payment run?

4.4 Deactivating Third-Party BACS

**How do I stop the bureau from processing BACS for any of my third-party liability payments?**

To deactivate BACS processing for all third-party payments, submit a ticket to our support team. They can deactivate this functionality on Cintra Cloud regardless of the payment method used in Cintra iQ.

5. Auto-Authorisation

How do I enable auto-authorisation for my HMRC and third-party payments?

To activate auto-authorisation for your HMRC and/or third-party payments (meaning you won't need to manually authorise them in Cintra Cloud), submit a ticket to our support team. You will still be required to create, authorise, and close payment runs in Cintra iQ.

6. Payment Dismissal and Cancellation

6.1 Dismissing a Payment

What do I do if I want to make a payment myself instead of the bureau processing the usual BACS payment?

If you wish to make a payment yourself, submit a ticket to our support team. They will be able to dismiss this payment on the Cintra Cloud BACS portal.

Note1:It is crucial not to authorise any payments on Cintra Cloud if they are not intended to be paid by the Bureau via BACS.

Note2: Ensure you have an alternative method for making the payment yourself.

This process has no impact on the Cintra iQ payment run.

6.2 Cancelling a Payment

What should I do if I need a payment cancelled on the bank portal, and what is the impact on Cintra iQ?

You might need to cancel a payment due to reasons such as:

Incorrect payment due date.
Incorrect amount due to be paid to the employee.
Incorrect company or employee bank details.

In such situations, submit a ticket to our support team. They will be able to cancel your payment using Cintra Cloud functionality.

Important: Payment cancellation will remove the payment run from Cintra iQ. If the payment has already been submitted, we may not be able to recall it.