My ePay Window Frequently Asked Questions
SSO Email & Identity
Q: Can I update my own SSO email address?
No. Only IRIS Admins with developer privileges can update SSO emails. Regular users must raise a support ticket.
Q: What happens if the new email is already registered in IRIS Identity?
No identity verification is needed. The update proceeds immediately.
Q: What if the new email isn’t registered in IRIS Identity?
The user will receive a verification email and must confirm their identity using:
- Full name
- Date of birth
- National Insurance Number
Q: Can I undo an incorrect email update?
Yes. Admins can either:
- Re-enter the original email and update again
- Deactivate the user and correct the record
Q: Do you have templates we can send to our clients?
For Payroll Departments communicating to Employers: (word document download).
For Employers communicating to Employees: (word document download).
Multi-Factor Authentication (MFA) & Passwords
Q: How do I update my MFA settings or password?
Log in with your IRIS Identity credentials, go to My Settings > My Account > Update Your Security, and follow the prompts.
Q: What Multi-Factor Authentication options are available?
- (IRIS Identity)
- Security Key or Biometric Authenticator
- Google Authenticator
Q: Is Multi-Factor Authentication mandatory?
Only if enforced by your employer or bureau. Otherwise, it’s optional.
Q: What is the default MFA option for mandatory enforced user?
The default mandatory MFA option for enforced users is OTP. email. This option will be applied from the second time the user logs in.
Login Issues & Account Access
Q: I have an IRIS Identity account but can’t access My ePay Window. Why?
Having an IRIS Identity doesn’t guarantee access to My ePay Window. You must have a valid My ePay Window account.
Q: What does “Your account has been deactivated” mean?
Your access has been revoked.
If you’re an employee, please contact your employer
If you’re an employer, please contact the payroll department
If you’re a payroll department user, please contact IRIS support
Switching Between Accounts
Q: Can I use one email for multiple My ePay Window accounts?
Yes. You can link 2 to 100 accounts to a single email address.
Q: How do I switch between accounts?
Click your name in the top-right corner and select Switch Accounts.
Q: What do labels like “Leaver” or “Deactivated” mean?
Leaver: You’ve left the company; access remains for 15 months.
Deactivated: Account is inactive and cannot be accessed.
Connecting to Payroll Products
Q: What payroll products does My ePay Window connect with?
- Earnie (inc IRIS Earnie)
- Exchequer payroll
- Farmplan Earnie
- IRIS Bureau Payroll
- IRIS Payroll business
- IRIS Payroll for accountants
- GP Payroll
- Earnie IQ
- 12Pay
- Payemaster
- Payrite
- IPP
- Staffology
Q: How do I connect My ePay Window to Staffology or other payroll products?
Generate one-time credentials via the Administration tab and enter them in the source payroll product’s portal.
Q: How long are the credentials valid?
They expire after 60 minutes or one use. You can regenerate them if needed.
New User Registration & Migration
Q: How do I register as a new user?
Click the Register Now link in your invitation email and follow the onboarding steps.
Q: What if I don’t receive the confirmation email?
Check your junk/spam folder. The email comes from donotreply@mypaywindow.com.
Q: Will I always see the IRIS Identity dashboard when logging in?
No. After initial setup, users are redirected directly to the My ePay Window dashboard.
Q: What Happens if the New Email Address Is Already Registered in IRIS Identity?
If the email address you’re updating to is already registered in IRIS Identity, no identity verification is required. This usually means the email is already in use with another IRIS product such as ParentMail, Elements, Reach, or Staffology Payroll and HR. Because of this, the update can proceed immediately — the system simply links your account to the existing IRIS Identity profile.
What You Need To Do
1. Sign in using your existing IRIS Identity password. Since the email already exists in IRIS Identity, you must use the password associated with that account.
2. If you don’t know the password, use the “Forgot Password?” option on any IRIS product sign‑in page to reset it.
Important: Resetting Your Password Affects All Linked Products
If you reset your IRIS Identity password, it will automatically update across all IRIS products connected to that same identity. This means one password change updates your access for: ParentMail, Elements, Reach, Staffology Payroll & HR, and any other product using IRIS Identity.