How do I resend an employee’s check stub?

To resend an employee’s check stub:

1.   Go to the My Files area

ChangeEmployeeEmailFGX+HUB - Step2.1

2.   Search for the company by name and open it.

ChangeEmployeeEmailFGX+HUB - Step2.2

3.   Click on the FGX+ tab

ChangeEmployeeEmailFGX+HUB - Step2.3

4.   Locate the entry for the check date and click to expand details.

ChangeEmployeeEmailFGX+HUB - Step2.4

5.   At the bottom of the detail list will be the employees that received stubs in that payroll period.  Click on the employee’s name

ChangeEmployeeEmailFGX+HUB - Step2.5

6.   A window will open with the email that was sent for that specific check stub date.  At the bottom hit the “Resend” button.  The email will be sent to the employee using the updated email address.

  ChangeEmployeeEmailFGX+HUB - Step2.6

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Resetting an Access Code

As humans, we’re all forgetful especially when it comes to passwords. Luckily in FileGuardian, resetting the access code for a standard contact is simple. Here’s the steps to follow.

1. Sign into FileGuardian and use the search on the home page to find your contact by name or email address.  Once your contact is found, click on their search result item.

 

2. On the contact detail page, click the “Reset Access Code” link.

 

3. Assign a new access code and click Save. NOTE: Access codes are case sensitive.

 

4. A success message will display confirming that the recipient’s access code has been updated. The contact can now use this code for all past and future messages sent via FileGuardian.

 

Have any questions? Let us know at support@myshugo.com.

Is your FGX software running?

There’s times when the FGX software installed on a computer in your office has stopped running. It may be because the server was rebooted or new updates were applied by your IT staff. If it’s not running, files will not be automatically sent through FGX on your behalf.

Don’t worry, determining if your FGX software is running is simple and doesn’t require an IT whiz to do. Even if it’s not running, turning it back on is easy.

Follow these steps:

  1. Sign into the computer where FGX is installed
    If you don’t know this, contact our support team and we can tell you.
  2. Click on the Start menu
  3. Click on Control Panel
  4. In the Control Panel list, double click on the Administrative Tools item
  5. In the list of Administrative Tools, double click on the Services item
  6. In the Service list, find the service named Shugo FileGuardian Express
  7. In the status column, verify that the Shugo FileGuardian Express software is Started
  8. If it’s not started, right click on the Shugo FileGuardian Express item and click the Start option

Any questions?  Let us know @ support@myshugo.com.

No cell phone & an employee needs their access code reset

Recently a client posed this question to us: “What happens if an employee is receiving their check stub through FileGuardian and they forget their access code?”.

Our simple answer:  “Our forgot access code process enables any recipient of a file through FileGuardian to have a new access code generated and sent via text to their cell phone.”

Client’s response: “Well isn’t the cell phone optional within FileGuardian? So what if the employee never entered their cell phone or doesn’t have one?”

Our response: “Well they’ll just see a message then to contact you to have it reset for them.”

That got us thinking.  There has to be something more we can do to help than just display a “canned” message. 

After bouncing around a few ideas, we added a new feature to FileGuardian (going live on 8/26). If the employee’s company has a check stub administrator, we can email the check stub administrator that the employee needs their access code reset!  Here’s the sequence of what will happen when an employee doesn’t have a cell phone on file within FileGuardian and forgets their access code.

1. Employee clicks the link in their email that their check stub is available for download.

2. Employee realizes they don’t know their access code so they click on the “Forgot your access code/password” link.

3. FileGuardian knows the employee’s cell phone number is not on file. An option to notify their company’s check stub administrators is displayed.

4. If the employee clicks “Yes”, an email will be generated out to their company administrator notifying them that the employee needs their access code reset.

5. Instantly the admin(s) will receive the email which includes step by step directions on how to reset this employee’s access code. The employee is also cc’d on the email.

Mobile/Smartphone Download Experience

Today professionals use their cell phones to easily access information while on the go.  In fact, a recent article stated that most Americans work an extra 365 hours a year because of our cell phones.  Whether it’s Google searches, Twitter, Facebook, LinkedIn or email, the majority of us use our smartphones to access the internet.  Why should receiving files securely then be any different?

With FileGuardian, securely receiving files on all smartphones (iPhone, Android, Blackberry, Windows Mobile, etc…) is a reality. Whether it’s payroll reports or an employee check stub, the secure file download process is simple!

Step 1: Access your email on your smartphone.

Most of us all have our email setup on our smartphones.  When files are available to download, you’ll receive an email notification directly on your smartphone.  Click on the secure file download link found in this email.

(We displayed this in landscape view since it fit better this way)

 

Step 2: Enter your secure access code/password

Your access code is your password that grants you entry to view and download the files sent to you.  Simply enter in your access code and click “Submit”.


 

Step 3: Download your file(s)

Click on the file name inside of the file list to securely download and view directly on your phone.

 

That’s it!  Pretty simple eh?

New FGX+ Processing Mode Screens

If you read any of our earlier posts, you’re aware that FGX+ is including a new attribute named “Processing Mode”. If this is the first time you’ve heard about this new feature or want a quick refresher, read some of our earlier posts:

We wanted to share how some of the FGX+ maintenance screens (or as we call them UIs) will change because of this.  Below’s a quick rundown of the changes.
 

Adding a New FGX+ Rule

When adding a new FGX+ rule, you’ll have the option to set the starting processing mode.  By default we’ve selected the “Live/Production” mode since that’s the only mode you’ve had exposure to.  To change this, select the “Onboarding” radio button — simple as that.
 

FGX+ Rule in Onboarding Mode Display

We thought it was best to make it pretty obvious which mode an FGX+ rule was in.  Hence the obnoxious orange/salmon FGX+ rule header.  Rules in “Live/Production” mode will display the standard light blue header.  In addition, on the FGX+ summary tab, you’ll see the first setting displayed on the right is the current processing mode for the rule.
 

Change FGX+ Processing Mode

To change the processing mode, click the “change” link.  When a rule is being upgraded to “Live/Production” mode, you’ll have the option to notify this client’s payroll report recipients of the mode change (well that from now on they’ll be receiving email notifications when payrolls are processed). This is completely optional!  If you do want to notify the client, FileGuardian will make available the list of email templates your firm has setup. Select the email template FileGuardian should utilize when notifying the client of this change (NOTE: If you are going to notify the client — go to My Account \ Branding and setup an email template to use specifically for this situation).
 

Search FGX+ Rule Highlighting

Anywhere within FileGuardian where you can search for FGX+ rules, a rule in “Onboarding” mode will display with our lovely orange/salmon background color.  This is a clear identifier again of the mode the rule is in. The yellow dictates that the FGX+ rule is inactive.  Any rule with a standard white background means the rule is active and in “Live/Production” mode.

We hope this quick visual tool will guide you through the screen changes coming to FGX+ because of the new processing mode attribute. If you have any questions, contact our support team @ support@myshugo.com.

“Help — I can’t access my account”

Lately, we’ve seen huge increases in the number of people receiving files from FileGuardian. The increase is a result of a few things:

  1. New clients on-boarding to use FileGuardian to securely send data
  2. Increases in FGX+ usage to securely delivery payroll reports and check stubs

We’re excited and lucky to see such a spike, but it’s also brought to light some areas of FileGuardian we can improve.  One such area is the “I can’t access my account/Forgot my password” page.  This page was designed to be used by our client’s employees when signing into the FileGuardian’s website.  It’s a way to help them reset their password if it’s forgotten.

Recently though, we’ve seen more and more file download recipients access this page.  A file download recipient is a contact of one of our clients who was sent a file securely through FileGuardian.  It could be an office administrator or business owner receiving their payroll reports, an employee downloading their check stub or an accountant receiving GL/401k data for one of their clients. They seem to have made their way to this page inadvertently.

Nevertheless — there’s nothing more frustrating than getting to “Forgot your password” the page and not really being helped.  In the case of file download recipients – this page is useless since it was never intended to help this type of user.  So we wanted to make a little tweak to the page design to help.

To recap:

  • Who should be using this page:  our client’s employees who have a FileGuardian user account
  • Who have we seen trying to use this page: our client’s contacts who have been sent files securely to download

So what did we do and why does it matter?  Well see below — we tried to offering additional “language and help” when someone enters their FileGuardian username but we can’t seem to find it in our system.  This would happen anytime a file download recipient enters their email address.

We’re hoping that the “OR” help text will guide the user to the correct path.  In addition, we wanted to have our support contact information prominently displayed — just in case they need to reach out to us.

So a minor tweak that will be released in the next few weeks but something we hope will help curb any frustration a file download recipient has been experiencing.