When an employee works at multiple properties or transfers between hotels, they may end up with more than one profile in Netchex. If multiple profiles share the same Social Security Number (SSN), or if the Payroll ID (called Employee ID in Netchex) linked to Inn-Flow is tied to the wrong profile, the integration will fail to pull that employee's hours into payroll. This guide explains how to identify and resolve the issue so Inn-Flow and Netchex sync correctly.
Symptoms
The employee appears in Inn-Flow with multiple hotels selected under their profile, but hours and rates do not pull into payroll.
The employee has multiple profiles in Netchex (often from property transfers or different EINs).
The employee's Payroll ID is missing in Inn-Flow or does not match the correct Netchex profile.
Merging profiles in Netchex fails or is not permitted.
Cause
Inn-Flow matches employees to Netchex using the Payroll ID (Employee ID in Netchex) and SSN. When an employee has multiple Netchex profiles, the integration may link to the wrong profile, the payroll file will not include the correct hours and rates, and inactive or duplicate profiles sharing the same SSN can block syncing.
Resolution Steps
Verify the Payroll ID in Inn-Flow
1. In Inn-Flow, navigate to Administration, then Users.
2. Search for and open the user's profile.
3. Locate the Payroll ID in the Entity Wide Settings section.
4. Note this value – it must match the Employee ID in Netchex.
Find the Matching Employee ID in Netchex
1. Log in to Netchex.
2. Navigate to the Employee Directory.
3. Open the employee's profile.
4. Locate the Employee ID (Netchex terminology). It must match the Payroll ID in Inn-Flow.
Resolve duplicate profiles
Option A: Merge profiles (preferred)
1. Contact Netchex Support and request a merge of the duplicate profiles into a single active profile.
2. Ensure the merged profile has the correct Employee ID linked in Inn-Flow.
Option B: If a merge is not possible
1. Identify which profile is the primary one (linked to Inn-Flow).
2. In any secondary or inactive Netchex profile, remove or replace the SSN (for example, with zeros or placeholder numbers) so the primary profile can own the correct SSN.
3. Deactivate the secondary profile in Netchex.
4. Add any missing hotel entities to the primary profile in Netchex.
Every SSN must be unique in Inn-Flow. If you use all zeros, it may create a new user in Inn-Flow. If that happens, mark that user as Inactive in Inn-Flow.
Confirm access and integration
1. Mark employees inactive in both systems separately when needed – inactivating in Inn-Flow does not affect Netchex access.
2. After resolving profiles, run a test payroll export to confirm the employee appears with the correct rates.
Best Practices to Prevent This Issue
Always add additional hotels or EINs to an existing Netchex profile instead of creating a new one.
Before creating a profile, search Netchex for an existing employee record using SSN or name.
If a duplicate is accidentally created, resolve it with Netchex Support before payroll processing.
Need Help?
If you cannot locate the correct Employee ID or are unsure which profile is linked, contact Inn-Flow Support. If merging is required, open a ticket with Netchex Support and provide the employee's full name, the last 4 digits of their SSN, all associated Employee IDs, and which profile should remain active.