Frequently asked questions

• DP Adaptive Guide

  Attached is a PDF of a DP Adaptive Guide.

• Set Up Your Customer Portal!

  

  Our client help desk includes a customer portal and request inbox that allows our partners and clients to review and update their support tickets. You can use the portal to communicate with our team as we work on your support requests, or you can always respond to ticket updates from your email address if that's easier for you!

  • Navigate to https://supoort.dominionpayroll.com/

  To gain access, click Sign In in the upper right corner to either set up or log into your customer portal.

  

   

  • Choose from these sign-in options:

  Get A Password: For existing users who have previously communicated with a Dominion Payroll representative by email but need to create a portal password

  Sign Up: For first-time users who haven't created an account and have NOT YET had email contact with any Dominion Payroll representative

  Sign In: For users with established accounts and passwords. Google and Microsoft account authentication is also available if you've linked these services

  

   

  • Clicking on your name in the top right corner opens a brief menu of options.
    • Requests will bring up this page that shows your requests along with the status of each one.
  • You can submit a request ticket through your email or through the Support Widget on the bottom right of the screen.
  • In the middle of the screen, you can choose either to view tickets you have requested, under My Requests, or tickets you are CC’d on, under Requests I’m CC’d on.
    • For multi-contact clients: if you have been given permission to view tickets for your entire org, the option to view Organization Ticket will appear here as well. Please notify your Implementation Representative if this scenario applies to you.
  • You can search within your requests and filter by status: open, awaiting your reply, and solved. You can also click on a ticket to make an update and/or create a follow-up ticket if you need further assistance with a ticket that is already closed.

  

   

   

   

• How do I help an employee who can't log in?

  NOTE: This article is geared towards payroll administrators. If you are an Employee Self Service level user whose account is locked, you will need to contact your company's payroll administrator for assistance with logging in.

   

  Go to Employee Maintenance > General in iSolved.

  In the lower right corner, you'll see a section for the employee's email address (Self-Service Email):

  • If the employee is new to Self Service and is trying to access their pay stubs and/or W-2 online, enter their email address in Self Service Address, check the box labelled "Enable Self-Service Access", and save.
  • If the employee has been set up for Self-Service in the past and is locked out, un-check the box labelled "Self Service Account Locked", and save.
  • If the employee needs a full reset, un-check the "Enable Self-Service Access" button. Save the change, then re-check the box, and save again. This will generate an entirely new enrollment email for the employee. 

  Enrollment emails contain instructions for the employee regarding their first-time login and getting their account set up. The activation link in the email expires after 72 hours, so if the employee is having trouble with the link not working, go through the steps above to generate a fresh email.

  If you are a payroll administrator or partner user and have been locked out of your main iSolved login, contact DP Customer Service for assistance with a reset.

• Fringe Benefits Checklist

  Attached, you will find a Fringe Benefits Checklist in both PDF and Excel format.

  If you need to report any fringe benefits on your employees' W-2s, please provide one completed form per type of fringe benefit to DP Customer Service so that our team can set up the appropriate earnings codes and ensure that the fringe amounts are treated properly for tax purposes.