Summary

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 (Employee ID in Netchex) linked to Inn-Flow is tied to the wrong profile, the integration will fail to pull the employee’s hours into payroll.

This guide explains how to identify the issue and resolve it so that Inn-Flow and Netchex sync correctly.

Symptoms

1. Employee appears in Inn-Flow with multiple hotels selected under their profile, but hours/rates do not pull into payroll.

2. Employee has multiple profiles in Netchex (often due to property transfers or different EINs).

3. Employee’s Payroll ID is missing in Inn-Flow or does not match the correct Netchex profile.

4. Merging profiles in Netchex fails or is not permitted.

Cause

Inn-Flow matches employees to Netchex using the Payroll ID (called Employee ID in Netchex) and SSN.

If an employee has multiple Netchex profiles:

1. The integration may link to the wrong profile.

2. The payroll file will not include the correct hours/rates.

3. Inactive or duplicate profiles with the same SSN can block syncing.

Resolution Steps

1. Verify the Payroll ID in Inn-Flow

1. In Inn-Flow, go to Administration → 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.

2. Find the Matching Employee ID in Netchex

1. Log into Netchex.

2. Navigate to Employee Directory.

3. Open the employee’s profile.

4. Locate the Employee ID (Netchex terminology). This must match the Payroll ID in Inn-Flow.

3. 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 Merge Is Not Possible

1. Identify which profile is the primary (linked to Inn-Flow).

2. In any secondary/inactive Netchex profile:

3. Remove or replace the SSN (e.g., with zeros or placeholder numbers) so the primary profile can own the correct SSN.

4. Note: 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.

5. Deactivate the secondary profile in Netchex.

6. Add any missing hotel entities to the primary profile in Netchex.

4. Confirm Access & 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

1. Always add additional hotels/EINs to an existing Netchex profile instead of creating a new one.

2. Before creating a profile, search Netchex for an existing employee record using SSN or name.

3. If a duplicate is accidentally created, resolve it immediately with Netchex Support before payroll processing.

Need Help?

If you are unable to 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:

1. Employee’s full name

2. SSN (last 4 digits)

3. All associated Employee IDs

4. Which profile should remain active