There are various reasons why a worker may be absent on your Branch roster. If this is the case, it could cause interruptions with issuing disbursements and Branch account creation.
Reasons for Missing Workers
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No Account Created (If using the "Create Accounts" onboarding method):
- If a worker doesn’t have an account created in Branch, they will not appear in your roster.
- For more information on creating accounts, please visit the Pay Admin Create Accounts article.
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Existing Account Under Different Name:
- Sometimes, a worker may already have an account under a different name or email address, causing them to be missing from the expected roster.
- Contact Admin Support for assistance.
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Missing from Imported Roster File:
- If a worker is missing because they were not included in the roster file imported to Branch, we recommend contacting your organization's roster manager for assistance.
- If a worker is added to the roster file but continues to be missing afterward, it may indicate a conflict with another worker’s EID (Employee Identification Number).
- Resolution Steps: Ensure that each worker has a unique EID assigned to them in the roster file.
How duplicate roster records surface during worker onboarding
If a worker has a duplicate entry on the roster, they may encounter one of the following errors during onboarding:
- “Multiple matched records” during the Worker Lookup step — the system can’t identify which record belongs to them.
- The same error during OTP method selection, if an external worker ID is duplicated.
In both cases, the worker cannot proceed until the duplicate is resolved. To fix this:
- Identify and remove the duplicate entry from the roster file.
- Ensure every worker has a unique Employee ID (EID) before re-importing.
- Once corrected, the worker can restart the onboarding flow.
- If the duplicate cannot be resolved through the roster file, contact Admin Support at adminsupport@branchapp.com
Related Articles:
Branch is not a bank. Banking services are provided by Lead Bank, Member FDIC and Evolve Bank & Trust, Member FDIC, which are Branch’s bank partners. The name of the bank partner for your account is listed on the back of your debit card and can also be found in the Branch App under “Your Account Information”. FDIC insurance only applies to eligible accounts should the bank holding your funds fail. Branch Mastercard Debit Cards are issued by Evolve Bank & Trust or Lead Bank, Member FDIC, as applicable, pursuant to a license from Mastercard and may be used everywhere Mastercard debit cards are accepted.