Troubleshoot your Gusto connection.

Gusto needs to be reconnected

If Gusto no longer allows Imprest to access your account, you'll see an error and a Reconnect button. Sign in to Gusto again to restore access.

1. Open Connections → Gusto and find the company with the error, or use Reconnect in Payroll.
2. Select Reconnect, sign in to Gusto, and allow access to the same company.
3. Complete any unfinished setup shown when you return to Imprest.
4. Open Payroll, select Sync, and check for any errors.

You'll need permission to manage integrations in Imprest. Payroll you've already posted stays in your books.

A payroll is missing

1. Open Payroll and finish any setup shown, including Finish and go to payroll. Importing waits until setup is complete.
2. If your accountant is handling the History or Accounts steps, ask them to finish setup.
3. Check that the run has been processed in Gusto and is for the company you connected.
4. Check the pay date. It must fall on or after the import start date and within the period shown in Payroll → Runs.
5. Select Sync and wait for the result. The payroll report may arrive after the run appears.

If the run is still missing, email support with the company name, pay date, and the message shown. We can also help if you need to bring in payrolls from before your chosen start date. Let us know if you've already entered any of them by hand so they don't get counted twice.

Sync failed or updates are delayed

1. Read the error in Payroll or Connections → Gusto. If it asks you to reconnect, follow the steps above.
2. Otherwise, select Sync in Payroll to try again.
3. If the warning says Gusto's notifications aren't reaching Imprest, you can still use Sync to check for updates. Imprest also checks once a day after setup.
4. If it keeps failing, email support with the error and the time shown under Last sync.

A run imported but did not post

A run can be in Imprest without being recorded in your books yet. For past payrolls and runs you bring in with Sync, choose Post to ledger after reviewing them. Auto-post only applies when Gusto tells Imprest a new payroll is ready.

1. Open the run in Payroll → Runs and read any posting error.
2. Open Settings → Payroll → Accounting, select the connection, and check that each payroll category has the right account.
3. If the payroll report is still loading, wait for it to finish. If the error says the accounting period is locked, ask your accountant or an administrator to check the lock.
4. Return to the run and select Post to ledger, or Retry post after correcting an error.

To change or cancel a payroll, do that in Gusto. Imprest checks for cancellations and reversals during sync. If it can't update the books to match, contact support with the error shown on the run.

Hours did not reach Gusto

1. Open Employees → Team Time Grid. Check the week and confirm the entries are approved and unsent.
2. Check which employees had errors. Make sure each person is linked to their Gusto employee record, has a job in Gusto, and belongs to a connected company.
3. Fix the problem, then select Send to Payroll again. Imprest skips entries it has already sent.
4. Review the hours in Gusto before running payroll.

If Retract fails because Gusto has locked the pay period, contact support for help correcting the hours. If retraction succeeds, correct the hours in Imprest, approve them again, and resend.

Contact support

Email support@imprest.ai with:

• The email on your Imprest account and the organization name.
• The connected Gusto company name.
• The payroll pay date or time-entry week involved.
• The error message, last successful sync time, and what you tried.

Screenshots are welcome. Never send passwords or full bank details. For setup and disconnect instructions, see Connect Gusto to Imprest.