NEST Error message
"The user provided is not currently connected to the employer"
What the error means
NEST is saying that the user / account you're using is not linked to that employer’s NEST scheme.
It happens when:
You're logged into NEST with the wrong user account
Your access to that employer scheme was never granted
Your access was removed (e.g., previous payroll admin changed)
You're trying to submit via API with a NEST user who doesn’t have permissions for that employer
How to Fix It
1 | Confirm you're logged into the correct NEST account |
2 | Check if your user profile shows that employer scheme under My employers |
3 | If not visible, an employer admin must add you as a delegate |
4 | If using payroll software/API, ensure the linked NEST credentials belong to a delegate for that employer |
5 | If access was removed, request reinstatement from the primary admin |
Issues with Approving Nest Payments via BrightPay
If you do not see the option to approve a particular NEST payment in BrightPay, this is usually because there was an initial rejection by NEST when submitting the contribution summary. When NEST rejects the contribution summary (even if you re-submit it successfully afterward), NEST does not send the payment schedule reference back to BrightPay. Without this reference, BrightPay cannot link or display the payment approval option for that schedule.
What to do next:
Please log in directly to your NEST account to approve the payment:
- Go to Manage Contributions in NEST.
- Choose Edit/Pay and approve the payment directly on NEST.
Once the next contribution summary is successfully submitted to NEST, the payment schedule reference will be successfully fed back into BrightPay. After that, you will be able to approve payments directly from within BrightPay for future submissions.
FAQs
Q. My NEST enrolment submission is stuck: “Your enrolment submission has been sent to NEST but a response has not yet been received.” What should I do?
A. If you see this message and either your enrolment summary or contribution summary is stuck (and you’ve already checked your NEST account), you can restart the pension submission as follows:
- Please go into the Enrolment Summary screen in the Pensions section
- Holding SHIFT on your keyboard, click on the tool icon next to the message highlighted in blue
- Still holding SHIFT, click to restart your submission
- Select Yes to the question "are you sure you wish to completely restart........"
This will present the option to restart the pension enrolment submission for the affected employees.
Important – Once you have completed the steps above:
If the information has been received by the pension provider:
- Click on the tool icon again and select "Mark employees as included in a submission"
- Select all employees
- Click OK
This will clear the "1" shown next to your pension heading and remove the notification, provided you are confident the file reached the pension provider.
If the information has not been received by the pension provider, click "Send submission" to send it now.
The same action can be completed in the Contributions Summary.
If the submission still doesn’t go through after the restart, check for outstanding tasks in your NEST online account, and contact NEST support if needed.
Q. Does BrightPay inform NEST that an employee has insufficient earnings for a period?
A. You can inform Nest when an employee has insufficient earnings when submitting the contribution summary. On page 3 of the submission process, under 'Reason for partial/non-payment of contributions' you can use the dropdown option for that employee and choose 'Member has insufficient earnings'
Please note that this will need to be done manually and BrightPay will not automatically select this option if an employee has zero or partial contributions in a pay period.
Q. What does Nest error FAILDATAUPDATE mean?
A. This error can be caused by a connection loss between BrightPay and Nest during submission, a temporary corruption on the pc / device being used or the Nest server took too long to acknowledge / process the data being submitted.
To fix this, try to log out and back into BrightPay (the pc might need a reboot) and check the Wi-Fi or network connection, then try to resubmit to Nest.
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