How to fix a “BAD request” employee sync error

Use this guide when an employee in Roubler shows a “BAD request” sync error.

A BAD REQUEST message is a general sync error. It does not always show which field is causing the problem. We are currently working on improving this error message so it explains the specific issue and the action needed more clearly.

Until that improvement is available, use the checks below to find common causes.

Before you start

You will need:

• Permission to edit the employee profile.

• The affected employee’s details.

A manager can complete these checks if their permissions allow them to view and update employee profiles. Not every manager role has this access. If a field is hidden or read-only, ask an administrator or payroll manager to help.

Do not create a second employee profile while troubleshooting. This can create duplicate records and make the sync problem harder to fix.

1. Find the affected employee

1. Go to Employees.

2. Use Show/Hide Columns and add the Sync Error column.

3. Sort the Sync Error column so employees with errors appear together.

4. Open the affected employee’s profile.

5. Record the employee’s Roubler ID from the profile URL.

6. Take a screenshot of the exact error message.

7. Check whether the employee is new, existing or rehired.

If several employees have the error, check each employee separately. One employee may sync successfully while another has a different issue.

2. Check the employee’s personal details

Check that each section is complete, accurate and entered in the correct field.

Personal Information

Check:

• Legal name.

• Date of birth.

• Email address.

• Start date.

• Employment status.

• Mobile number.

For New Zealand employees, compare the mobile number and Hours per Week with the employee’s payroll information. Correct the values if they do not match.

Address Information

Check:

• Street address.

• Suburb or town.

• City.

• State or region, where applicable.

• Postcode.

• Country.

Enter the suburb or town in the correct field only. Spell it correctly and do not add the state, postcode or other address details to that field.

For New Zealand employees, check that the postcode is valid and that the town, city and country are correct. If the address looks correct in Roubler but is rejected during sync, Support may need to check the payroll system’s validation response.

Bank Accounts

Check:

• BSB or bank code.

• Account number.

• Account name.

Compare the details with the employee’s bank statement. Check that no digits have been transposed and that the account name matches the bank record.

Superannuation

When entering a regulated super fund:

1. Start typing the fund name.

2. Wait for the matching options to appear.

3. Select the fund from the dropdown list.

4. Check that the USI is automatically populated and correct.

5. Save the profile and sync again.

Do not type or paste the fund name manually. If the correct fund does not appear, do not choose a similar fund. Contact your payroll administrator or Support.

If the fund is old, closed or no longer available, select the current fund. For a self-managed fund, select the self-managed option and enter the required details.

Right to Work and identity details

Check that visa, passport and country information match the employee’s official documents.

If the employee has more than one passport or the visa country does not match the country that issued the passport, check the details carefully before syncing again. Contact Support if the correct value still causes an error.

3. Check Finance and Payroll settings

Check that these settings are current and use the correct values:

• Employment type.

• Employment agreement or award.

• Pay level.

• Pay rate or pay rate template.

• Pay type or primary pay category.

• Pay group or pay schedule.

• Remuneration type.

• Service location.

• External ID or payroll employee ID.

• Leave template, if one is assigned.

A pay level can still appear in Roubler even though it has been deleted or retired in the payroll system. Select the current equivalent setting instead.

Check that the pay group and service-location name match exactly. Differences in spelling or naming can stop the payroll system from finding the correct location.

4. New Zealand-specific checks

These checks are important for New Zealand employees.

Hours per Week

Compare Hours per Week in Roubler with the employee’s payroll information. Correct the value if it does not match, then save and sync again.

ESCT settings

Check:

• Employer Contribution.

• Override ESCT Rate.

• ESCT Rate.

If the rate should be calculated automatically, set Override ESCT Rate to No and allow the rate to populate. Do not copy a rate from another employee without checking that it applies to this employee.

If the correct rate does not populate, contact your payroll administrator. In one previous NZ case, the ESCT rate populated as 10.50% after the override was changed to No. This is an example only and should not be copied without confirmation.

NZ address and postcode

Check that:

• The postcode is valid for New Zealand.

• The suburb or town is spelled correctly.

• The city and country are correct.

• No extra text has been added to the postcode or suburb fields.

If Roubler accepts the address but the payroll system rejects it, provide the full address and postcode to Support so the validation response can be checked.

Mobile number

Check that the mobile number is complete and matches the employee’s payroll information. Save the profile and sync again.

5. Check for duplicate or old profiles

If the employee worked for the business before:

1. Search for an older or terminated profile.

2. Check for matching email address, date of birth, TFN or External ID.

3. Check whether the same External ID is assigned to another employee.

4. If the employee was rehired, use the correct rehire process.

Do not delete old profiles or change an External ID unless you are certain which record is linked. Contact Support if duplicate or terminated records are found.

6. Sync one change at a time

To identify the cause:

1. Make one known correction.

2. Save the employee profile.

3. Sync the employee.

4. Record the result.

5. Continue with the next check only if the error remains.

Avoid changing many unrelated fields at the same time.

Common causes and actions

When to contact Support

Contact Support if the error remains after completing the checks, or if you find duplicate profiles, conflicting External IDs, a missing payroll profile or a valid address that is rejected.

Include:

• Company name and region.

• Employee name and Roubler ID.

• Exact error message and screenshot.

• Whether the employee is new, existing or rehired.

• The sections you checked.

• Any changes you made and the result after syncing.

• Region-specific details, such as NZ Hours per Week, ESCT settings or postcode.

Some BAD request errors require Support or the payroll provider to review the API validation response or repair the employee link. These cannot be fixed by changing fields in Roubler.

For further help, visit the Roubler Support knowledge base.