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Troubleshooting: TruPay Won't Open When You Click "Report Payroll"

Policyholders enrolled in Pay-As-You-Go (PYG) payroll reporting may occasionally experience an issue where the Report Payroll button appears in the Policyholder Portal, but clicking the button does not open the TruPay application. In most cases, this happens because a browser pop-up blocker is preventing the TruPay sign-in window from opening.

Why does this happen?

When you select Report Payroll in the Policyholder Portal, a new browser window opens to launch the TruPay application. If your browser's pop-up blocker is enabled, the new window may be blocked automatically. As a result, it may appear that nothing happens when you click the button.

How do I fix it?

To ensure the best experience when accessing TruPay, allow pop-ups for the Policyholder Portal in your browser settings.

Option 1: Allow the pop-up when prompted

Many browsers display a notification when a pop-up is blocked.
  1. Click Report Payroll.
  2. Look for a pop-up blocked notification in your browser's address bar.
  3. Select Allow Pop-Ups or Always Allow Pop-Ups from this site.
  4. Click Report Payroll again.

Option 2: Disable pop-up blocking in your browser settings

If you do not see a notification, you may need to update your browser settings manually.

Google Chrome

  1. Open Chrome Settings.
  2. Select Privacy and Security.
  3. Click Site Settings.
  4. Select Pop-ups and Redirects.
  5. Add the Policyholder Portal website to the list of allowed sites.

Microsoft Edge

  1. Open Edge Settings.
  2. Select Cookies and Site Permissions.
  3. Click Pop-Ups and Redirects.
  4. Add the Policyholder Portal website to your allowed sites.

Mozilla Firefox

  1. Open Firefox Settings.
  2. Select Privacy & Security.
  3. Scroll to Permissions.
  4. Next to Block Pop-up Windows, select Exceptions.
  5. Add the Policyholder Portal website.

Frequently Asked Questions

I clicked "Report Payroll" and nothing happened. What should I do?

First, check whether your browser blocked a pop-up window. If so, allow pop-ups for the Policyholder Portal and try again.

Do I need to disable pop-up blocking completely?

No. We recommend allowing pop-ups only for the Policyholder Portal site rather than disabling pop-up blocking for all websites.

Will I still need to sign in to TruPay?

Yes. Once the TruPay window opens successfully, you will be able to access the TruPay application and sign in as needed.

I'm still unable to access TruPay. What should I do?

If you've enabled pop-ups and the TruPay window still does not open, contact Beacon Mutual Customer Service for additional assistance.

Need Additional Help?

If you continue to experience issues accessing TruPay after allowing pop-ups in your browser, please contact Beacon Mutual Customer Service for support.