Summary
If the payroll step didn't return a result, timed out, or keeps failing, it usually means Konfir couldn't find or match your record. Here's why that happens and what to do.
Why payroll might not complete
Your employer's payroll isn't covered - the network Konfir uses covers most major payroll providers, but not all
You're self-employed, a contractor, or work through an umbrella company - payroll lookup only covers PAYE employees
Your employment is very recent - it may not yet appear in payroll records
A detail mismatch - if the name, date of birth, NI number, or address Konfir has doesn't closely enough match your record, the lookup won't complete
Check your details and retry
If prompted to enter your National Insurance number or home address, make sure what you enter exactly matches what your employer holds on record. Even a small difference - an old address, a middle name in one place but not another - can prevent a match. Correct anything that looks off and try again.
💡 Tip: Not sure where to find your NI number? See Where can I find my National Insurance number?
If it still won't complete
Skip the payroll step and connect your other available sources. HMRC and your bank account can both confirm employment and income independently. Submit with what you have - your verifier will review it and follow up if they need anything further.
ℹ️ Note: A payroll step that doesn't complete isn't a failed verification - it's just one source that didn't connect. What matters is that you submit with whatever you can.