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justjacqs
Level 2

TSheets hours (rounding?) wrong calculating - Report error

When I run a payroll report (as I have for the past 52 weeks using tsheets) I ran into a calculation issue for the week of November 16-22. The exact same report I have been pulling suddenly was not calculating the totals correctly.


When you see the attached document you see that TSheets is showing daily totals for Devon.
Pull out your calculator and you'll see that these numbers add up to 54.24 total hours.
12.08
10.70
9.82
7.30
13.12
1.22
But TSheets calculated 54.23 hrs.


On November 23, 2020, I started a chat and messaged back and forth with Nichole who saw the addition error in TSheets but concluded that it was because I had the Rounding feature installed. I did not understand how the Rounding feature would cause the report to incorrectly total the hours but she assured me that by turning off this feature the problem would be resolved.


Nichole manually turned off the rounding feature for me on November 23. Now here we are December 7th. I have run a report for my most recent pay period (November 30-December 6) and have found the same issue... the daily totals added up are off for 4 of my employees!!! I started a chat with TSheets and after 25 minutes waiting for a TSheets employee, I made a phone call. I was on hold for around 90 minutes before speaking with Natalie. During that time i started a spreadsheet and began calculating the daily totals myself and was astonished to find every employee returned errors in the calculations.


Natalie looked at the issue with me but concluded that this was still a rounding issue. I insisted that it could not be! If the report returned errors with the rounding feature turned on, why is it still returning calculations errors with it turned off!? THE MATH FOR THE DAILY TOTAL NOT CALCULATE CORRECTLY ON THE TSHEETS REPORT? I can understand if TSheets is rounding and returns a calculation for hours: minutes: seconds issue ... but if TSheets is rounding and returns a daily total, then ADDING THOSE TOTALS should add up to the correct amount reported!!!


Natalie was extremely patient and helpful but could not explain why that was happening. I am waiting to hear back from a manager or supervisor.


The recent report shows my employee working 41.93 hrs but the daily totals only add up to 41.92 … AND … if I calculate the hours of each day myself, the total is only 41.88 hrs! Regardless of which way you turn this, there is a problem!


I am deeply concerned for how this will effect my payroll costs - if my employee only worked 41.88 hrs but tsheets reports 41.93 ... multiply that by 52 weeks a year for each of my employees and I am at a severe cost issue for payroll!


I need someone from TSheets to explain why the math on the report is wrong. There is no universe where errors can be shrugged off as "rounding" and your company expect me to continue using this service. I’m sincerely thankful for your time invested in researching this issue. Thanks in advance!

 

I've attached my screen shots and notes for your review. ~Jacqui

Solved
Best answer December 09, 2020

Best Answers
Kiala_S
QuickBooks Team

TSheets hours (rounding?) wrong calculating - Report error

Hello @justjacqs! I'm happy to talk about this more in-depth. Having time tracked accurately is extremely important for all businesses but especially important for small businesses. 

 

That first week you mentioned, the rounding was on (since it was turned off 11/23), which means that some seconds were rounded up to the nearest minute (or whatever time interval was selected) and some were rounded down. That is why TSheets had 54.23 as opposed to 54.24. Now that the rounding is off and seconds are being taken into account, you have a total of 41.93 instead of 41.92. This is because those seconds add up and add more time to the total.

 

I truly believe running the report in hours, minutes, and seconds (HH:MM:SS) will show this more clearly. When the report is run in decimal, we are rounding the decimals to 2 places, when typically there's five or more. So the decimal answer is actually a rounded answer. The final number is what's accurate and is what's taking into account all those seconds and numbers we aren't showing you (unless you run the report in hours, minutes, and seconds). 

 

Let me know if that explains things a bit more clearly. Again, it's very important to us that you have faith in our product. :)

View solution in original post

10 Comments 10
katherinejoyceO
QuickBooks Team

TSheets hours (rounding?) wrong calculating - Report error

Hello there, @justjacqs

 

I appreciate you for taking the time to post your concern here in the Community. I want to make sure that this is taken care of right away. 

 

 At this point, I'd suggest you contact the Tsheets Support team so they can look into this and review the report further. They can also open a case to investigate if the issue is persistent. 

 

Visit us again if you have additional concerns. We're always around here to help in any way we can. 

 

justjacqs
Level 2

TSheets hours (rounding?) wrong calculating - Report error

I appreciate your reply, but as my original post states I ** started ** this process with TSheets support and it ended with being told a manager would get back to me and that I should post in the community forum because she had no idea how to resolve the issue.

 I'm currently explaining everything AGAIN to another TSheets agent what I said on the phone yesterday for 2 hours and 50 minutes. Case #03349639

 This is beyond disappointing.  I would think someone from TSheets would see this as a major error - that the TSheets report is pulling the wrong calculations. Surely it can't just be my account! 

Kiala_S
QuickBooks Team

TSheets hours (rounding?) wrong calculating - Report error

Good afternoon, @justjacqs! I have done a lot of digging and looked at your past case as well, then verified what I found with one of our Tier 2s. I promise you TSheets is calculating things accurately, and I can explain why. :)

 

Essentially hours and minutes (HH:MM) is always the best and most accurate analysis of time tracked in TSheets. In fact, to get the full understanding I recommend running your reports with the additional 'seconds' so you can see where the decimals come from (HH:MM:SS). If you try and break down time (1/60), it will produce multiple decimal points and TSheets, to make things easier on the eyes, only presents time data down to 2 decimal places. This does not provide the full decimal value of the time. If we look at Devon's time on Dec 1st and you run the report on decimal, you get 9.51. If you run it in HH:MM, you get 9:30, which is 9.5 in decimal form. But when you run it in HH:MM:SS, you get 9:30:41. Technically 41 seconds is past the "halfway mark" to 60 seconds, so it is not 9.5 because the seconds would have it go to 9.51.

 

Another example is that 1 hour and 13 minutes (1:13) is presented in TSheets-decimal format as 1.22 hours. In reality, if you were to calculate the 13th minute in an hour (13 divided by 60), it's actually .21666667 hours (TSheets rounds that value up). So TSheets presents an hour and 13 minutes as 1.22 hours instead of 1.2166667 hours. Even w/ timesheet rounding turned off, it doesn't adjust how our reports calculate, round, and present time values in decimal format.

 

Again, I want you to have full confidence in our product and how we calculate time. Please don't hesitate to reply to this post if any more clarification is needed. I'm happy to go over it. :)

justjacqs
Level 2

TSheets hours (rounding?) wrong calculating - Report error

Thank you for your response. My issue is this: for 50 weeks I pulled the decimal report and not once was there a rounding issue. Not once in 50 weeks did the report show daily totals that added up to some rounded amount not visible to my eye .... it has returned a solid number and solid addition to get the total hours for the week. 

 

Why have the last 3 weeks been WILDLY different? I could get behind your explanation (thorough! Thank you!) but I can't make sense of it since the last 3 weeks have been the ONLY time this has presented itself as an error in the calculating.

justjacqs
Level 2

TSheets hours (rounding?) wrong calculating - Report error

But wait! If your explanation of rounding is accurate (which I assume it is) ... then this MUST be explained.... if Devon's time on Dec rounds to 9.51 and that is the "final answer" then why does the decimal report TOTAL HOURS for the week NOT calculating correctly?? 

Week of 11/16-11/22 : His totals were 

12.08

10.70

9.82

7.30

13.12

1.22

Which totals 54.24 But TSheets calculated 54.23 hrs.

 

Week of 11/30-12/06 : His totals were  9.62, 9.51, 7.34, 7.30, 8.15 which totals 41.92.... But TSheets calculated 41.93

 

There can not be rounding in BOTH the daily hours and then the weekly total!

Kiala_S
QuickBooks Team

TSheets hours (rounding?) wrong calculating - Report error

Hello @justjacqs! I'm happy to talk about this more in-depth. Having time tracked accurately is extremely important for all businesses but especially important for small businesses. 

 

That first week you mentioned, the rounding was on (since it was turned off 11/23), which means that some seconds were rounded up to the nearest minute (or whatever time interval was selected) and some were rounded down. That is why TSheets had 54.23 as opposed to 54.24. Now that the rounding is off and seconds are being taken into account, you have a total of 41.93 instead of 41.92. This is because those seconds add up and add more time to the total.

 

I truly believe running the report in hours, minutes, and seconds (HH:MM:SS) will show this more clearly. When the report is run in decimal, we are rounding the decimals to 2 places, when typically there's five or more. So the decimal answer is actually a rounded answer. The final number is what's accurate and is what's taking into account all those seconds and numbers we aren't showing you (unless you run the report in hours, minutes, and seconds). 

 

Let me know if that explains things a bit more clearly. Again, it's very important to us that you have faith in our product. :)

View solution in original post

justjacqs
Level 2

TSheets hours (rounding?) wrong calculating - Report error

Ok. You win.

 

I am disappointed that this couldn't have been explained or resolved over the phone. I still have not heard from a manager ... 5 hours of my time on the phone with agents and 2 hours in a chat session ...  and then all this time messaging with you (which I appreciate but HOLY HELL this has been a process. I am disappointed by the lack of explanation from the agents on the phone.)

justjacqs
Level 2

TSheets hours (rounding?) wrong calculating - Report error

Furthermore, is there a payroll feature in Quickbooks that will accept the hours, minutes, seconds entry? Please advise.

MonicaM3
Moderator

TSheets hours (rounding?) wrong calculating - Report error

 

Welcome back @justjacqs,

 

Thank you for hanging in there and continuing to allow us to help you. In QuickBooks, payroll time entries record hours and minutes. Seconds will be rounded to the nearest minute.

 

Let me know if you have any more questions. I’ll be around!

justjacqs
Level 2

TSheets hours (rounding?) wrong calculating - Report error

If the Seconds round up or down .... then why do we still have issues with the decimal report ... take a look at this, get out your calculator, and you tell me how the weekly totals add up to 211.25 ??

 

I understand that the hours:minutes: seconds report is returning an amount for the whole week that I can pay my guys once I do the math and see that it is returning a decimal amount --- and that amount is represented in the decimals we see on the far right for each employee ... but if that's true then WHY ON EARTH is the math for the whole group wrong? It totals 211.26!!! But TSheets is showing 211.25!??? 

 

The "paying my guys the correct amount" has been addressed ... but now I'm asking as a user of your service why the reports are SUDDENLY different for the last 3 weeks?! Not showing the correct daily totals or the correct weekly total or the group total ... where is the error? Why are my EYES seeing a decimal report that doesn't add up right!? And if my guys look at their time sheet ... they don't think they're being paid the correct amount! Because the decimal report is returning a daily total that doesn't add up to their weekly hours! 

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