When trying to send an Enrolment Summary or Contribution Summary to Smart pension, you may get the following message: 'An error occurred connecting to Smart Pension':
To troubleshoot this, you can check the following settings are correct in BrightPay for your Smart pension scheme:
- Agent settings - If you are submitting to Smart pension as an agent, ensure that the 'Advisor' field is ticked within the software. You can find this by clicking on the Settings cog icon > Submissions > Agent settings > Smart Pension ( If this it not ticked then it will default to the Employer / Member login)
If you are submitting as an employer, ensure that this field is unticked as only agent users are required to have this field enabled.
2. Smart Pension IDs - Ensure that all employees have a Smart Pension ID entered into BrightPay. Click on More > 'View/Enter Smart Pension Employee Id Values...'
Check that each employee has an ID entered and fill in any missing ones (if you do not know these, you can find employee IDs by logging into the Smart Pensions portal)
3. Restart Smart Authentication - Enrolment Summary or Contribution Summary > Send submission > (check dates are correct) 'Continue' > (ensure all employees are ticked) 'Continue' > on the last page, click on the dropdown arrow next to 'Send' > restart your Smart pension authentication.
This will disconnect you from Smart and you will need to log in again.
Note: If you are currently logged in as an advisor but need to log into Smart as an Employer, go to the settings section > Agent settings > Smart - untick the field for advisor and save. Then reset the authentication by going to send the submission again but on the last page, click the dropdown arrow next to 'send' and reset Smart authentication. It will now prompt you to sign in again and will take you to the employer login page, rather than the Advisory login page.
If the above does not work, please try to clear your caches/cookies on your web browser and try to submit again.
If you have changed your password or login credentials with Smart Pension, you will need to restart the authentication. This will log disconnect from Smart on BrightPay, then when you try to submit the contribution or enrolment summary again - it will prompt you to sign in again. Enter your new credentials to continue and reconnect.
If you receive a "You don’t have the necessary rights to perform this action" error for Smart Pension, check if you are submitting as an agent or as an employer and make sure the Advisor field is ticked (for agents) or unticked (for employers) in Settings > Submissions > Agent settings > Smart Pension.
Important:
If you change the Advisor setting, you must also reset authentication for Smart Pension. This ensures BrightPay updates the connection using your new agent or employer credentials, as the system will otherwise continue using the previous link. To reset authentication, click the “Reset Authentication” button on the last page of submitting the pension summary, click on the dropdown arrow next to 'Send' > restart your Smart pension authentication and then log in again with the correct details.
If you are experiencing a permissions error when submitting to Smart Pension, first confirm whether you are submitting as an agent or as an employer in BrightPay — go to Settings > Submissions > Agent Settings > Smart Pension and ensure the Advisor field is ticked if submitting as an agent, or unticked if submitting as an employer. After changing this setting, restart the Smart Pension authentication on the submission page.
If the permissions error persists after checking this setting, you will need to contact Smart Pension directly to confirm that your account has the correct permissions to submit on behalf of the employer. BrightPay can only configure the submission type — the underlying portal permissions need to be granted by Smart Pension themselves.
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