Support

E-mail support@atesensoftware.com. We answer within two working days (Türkiye time). Please do not send payslips or other personal documents; describe the layout instead, or send the CSV report.

Common questions

No employees are found

Open a page with Preview and look at the label printed before the employee number. Add exactly that label in "Labels printed before the number". If the number sits in a table under its heading, switch to "Regular expression" and use a pattern such as EMP-(\d+).

Everything is "matched by name only"

The employee numbers in the PDF did not match BambooHR's "Employee #" field. Check that the payroll system prints the same number. If BambooHR hides employee numbers from your connection, ask an admin to connect.

"The connection is missing file permissions"

Disconnect, connect again and approve all requested access in BambooHR. Your BambooHR user also needs permission to upload files for the employees and folder you choose.

An upload went to the wrong place

Open the run (step 3) and use Delete with the typed confirmation, or remove single files in BambooHR. Write to us with the run ID from the CSV report so we can look into the cause.

Billing

Invoices, card changes and cancellation: Account in the app, then "Invoices, card and cancellation", or the link in your Paddle receipt.