Introduction
Empeon’s Employee Self-Service (ESS Hub) is designed to be as straight forward and easy to use for your employees as possible. However, if your employees experience challenges in accessing their ESS account, we want to make sure you are equipped with the information needed to help them resolve any issues.
To help avoid any employee confusion upfront, be sure to provide new employees with our First Time Login Instructions as part of your new hire onboarding process. For any employees that reach out with challenges accessing their ESS Hub, follow the tips for resolution below.
Please Note: Empeon Customer Service (CS) can only address inquiries from an employer's administrator level Workforce User; CS cannot support employees directly. If you feel the tips below aren’t resolving your employees' issues, reach out to our CS department for further assistance.
Employee Email Address
Confirm that the email address in the employee's Empeon Workforce profile matches what the employee claims they are currently using. For any circumstance where an employee is using a different email than what is in Empeon they will need to re-register their ESS account. To do this edit their personal email on their Employee Profile to the correct address and then recreate their ESS account per the screenshot below. For more information on tools available when creating or recreating employee ESS accounts for multiple people at once, review Empeon's article Administering ESS Accounts.
Confirm URL
Be sure that your employees visit the URL of https://hub.empeon.com/ to log into their ESS account. Often employees will web search Empeon and attempt to log into https://app.empeon.com in error which is Empeon Workforce; Empeon's administrative site for Payroll and HR. When setting the ESS Hub as a browser bookmark or favorite, it’s best to edit the URL of the bookmark as just https://hub.empeon.com to ensure the saved bookmark will always load into the future without error.
Verification Email
An employee will not be able to login to their ESS Hub if they did not confirm the verification email that is sent as the last step of registering their account. Within the confirmation email, employees must click the blue button that says "Confirm" in order to finalize the registration of their account. For more information regarding the steps of the ESS registration process, refer to Empeon's First Time Login Instructions.
Password Reset
If the employee's email address is correct, but they forgot their password, there is the ability for the employee to reset their password from the login screen.
This will prompt an email to be sent to the employee facilitating the steps to create a new password.
ESS Hub Web Page Prolonged Loading Time
Upon logging into the ESS Hub, employees may encounter prolonged loading times or encounter issues where the page fails to load entirely. This can be due to poor internet connection or a build up of cache and cookie data within the web browser itself. Whenever an employee is experiencing slow load times with their ESS Hub, it's best to clear the cache and cookies within the settings of their web browser. If it is taking more than a couple seconds for the site to load upon login, and all the employee sees is a blank white screen, the employee can refresh their page to speed up the load time.
In cases where the ESS Hub does not load after the employee enters their log in credentials, it may also be due to the clock time set on the PC or smart device that the employee is trying to log in from. If the clock on the device being used to log in does not match the actual current time, the site will not load after logging in.
Supported Browsers
Empeon's officially supported web browsers are Google Chrome and Mozilla Firefox. While most other browsers like Safari and Edge usually work, employees experiencing any issues within the ESS Hub portal using another browser should try accessing their account with Chrome or Firefox to see if this resolves the matter. This is especially important if employees need to reset their ESS login password or are having trouble initially registering their account. Internet Explorer is no longer supported by Microsoft so it can't be used to access Empeon.
Supported Languages
Current languages the ESS Hub supports are English, Spanish, French and Russian. Employees that are using a 3rd-party or their browser's application for translation needs may interrupt the language, features, and functionality of ESS Hub. Therefore, it is recommended that employees deactivate 3rd-party translation applications while accessing Empeon's ESS portal.
Multiple Employers and ESS Accounts
You may have employees that work or have worked for another employer that also utilizes Empeon as their payroll processor. In most cases there will be existing Empeon login credentials associated with these employees' email addresses. When this is the case, during the registration process the employee will be prompted to either link accounts or use a different email address to create a separate account under your organization. If the employee wants to use the same personal email address as their ESS login under previous or other employer(s), they must link accounts in order to register under your organization.
When linking accounts, employees use their existing login credentials to access their former/other employers as well as their new organization. Should an employee choose to use a different email address, separate login credentials are created for the employee to access their new organization.
For employees that have a linked account associated with more than one organization, the first screen that displays after login is a prompt for them to select the organization they wish to sign in to.
If an employee needs to access other employers while signed into ESS Hub, they can do so from the Home Dashboard screen. In the top left corner of the screen is the company name with a dropdown icon. By clicking the dropdown, the employee can select the other employer(s) to review.
Pay Stub Availability
The most recent pay stubs become available in ESS for review only on or after the actual check date, not the payroll processing date. In other words, employees can access their pay stubs in ESS starting on the check date itself.
Downloading Pay Stubs
When accessing the ESS Hub from a smart device, the link to download a paystub may be hidden. To address this, the employee can tap the Gross/Summary card for the needed pay stub and a "download" link will appear.
Missing or Delayed Email Notifications
Registration and confirmation emails sent to the employee can sometimes be delayed or blocked as spam based on your organization's network security. If your employees use their work email as the email address for their ESS account, request from your IT department to whitelist all emails from notifications@em.empeon.com.
Mobile Device Registration
You may experience rare instances where an employee has challenges registering with ESS Hub using a mobile device. While this is not common, you can work around the issue by having them register using a PC instead. Make sure that the employee uses Google Chrome or Mozilla Firefox for the entire registration process. After the employee is successfully registered with their ESS Hub, there should be no issues with accessing their ESS Hub using a mobile device.