(804) 225-3038

Virginia Department of Accounts

Financial Accountability. Reporting Excellence.

Frequently Asked Questions (FAQ's)

Q: How do I obtain a temporary password?

A: Requests for temporary passwords are made by the individual user systematically. Access the Payline Log On page, enter your Employee Number or SSN in the appropriate field, and click on the 'Forgot Password/New Account' button. Follow the prompts generally clicking on 'Accept' at each question. Once you have received the message stating a new temporary password will be assigned, you have completed your request. Your temporary password will either be printed in the message section of the next available pay stub or emailed to your Agency's Payroll Officer. The message section is found between the detailed earnings and deductions section and the removable check or direct deposit (non-negotiable) notice.

Q: Can I get my temporary password emailed to me?

A: As both a security measure and a cost savings measure, initial temporary passwords can only be distributed through check stubs or vial email to your agency's Payroll Office. Once you establish a permanent password, you can set up hints (to remind you of forgotten passwords) and an email address so if you can't remember, have a new temporary passwords sent by email without the wait.

Q: What do I need to do once I receive my temporary password?

A: You need to establish your permanent security record as follows:

  • Access the Payline Log On page
  • Enter your SSN or Employee Number in the appropriate field
  • Enter your temporary password in the Password field
  • Click on Log On

You will be linked to a page where you need to provide a user defined password, a hint to help you remember your password, and up to two personal email addresses to obtain additional temporary passwords in the future should you not be able to recall the password you stored.

Q: How long will payroll and leave history information be available for me to view in Payline?

A: Payline retains 24 months of payroll and leave information.

Q: My name or address has changed. How do I update Payline with the correct information.

A: The name and address in Payline are reflective of the information found in the centralized mainframe payroll system. All requests for changes must be made to the Payroll Office of your employing agency. Payline allows you to inform your Payroll Office of these changes by using the Profile Data Inquiry/Change feature off the main menu. Agency policies and procedures may require further action on the employee's part to complete any changes to the information contained in the Payroll/Payline systems.

Q:How do I stop the printing of my earnings notice?

A: The election to eliminate the print of the direct deposit earnings notice is made from within Payline.

  • Click on "Main Menu"
  • Click on "Personal Options"
  • Click on "Edit"
  • Click on the drop down arrow beside "Rec Earnings Notices"
  • Select "No"
  • Click on "Accept"

Q: If I elect to stop the printing of my earnings notice, can I revoke my election at a later time?

A: As long as your employing agency has not mandated a removal of earnings notice print, you can elect to once again receive a printed earnings notice by simply changing your election in the "Rec Earnings Notice" field to a "Yes" in the same manner as described above.

Q: Can I request changes to my tax exemptions or deduction through Payline?

A: Not at this time. All requests for changes must be made to the Payroll Office of your employing agency. Payline allows you to inform your Payroll Office of these changes by using the Profile Data Inquiry/Change feature off the main menu. Federal and State regulations require the employee to complete certain forms to implement these changes in the Payroll system. Links to printable forms are provided on the web page.

Q: When will the leave balances for this period be updated to Payline?

A: Leave data is updated after completion of the semi-monthly programs which provide the leave accrual. Typically this data is available on payday.

Q: My leave balances are not correct. How do I get them fixed?

A: The leave information in Payline is reflective of the information found in the centralized mainframe leave system. All inquiries related to the balances of the leave transaction detail must be directed to the Human Resource Office of your employing agency.

Q: When I click on Leave History I receive the message "No Leave Records Available." Why can't I see my leave balances?

A: Payline reflects leave information for those agencies that elect to participate in the centralized leave accounting system. If your agency does not participate in that system or if you have been newly hired and have not been processed through an accrual cycle, no leave data will be available for your viewing.

Q: I am a participant but cannot remember my password. How can I obtain access to Payline?

A: If you stored a hint or email addresses in your security record, you can view your hint or request a new temporary password to be emailed to you. Access the Payline Log On page, enter your SSN or Employee Number in the appropriate field, click on the 'Forgot Password/New Account' button and follow the prompts accordingly. If you did not store an email address, your new temporary password will be printed on your next available pay stub or emailed to your agency's Payroll Officer.

Q: If I have opted out of receiving a printed earnings notice and have not stored an email address, how will I get my new temporary password?

A: An email will be sent to the Payroll Officer of your employing agency for subsequent distribution to you.

Q: When I print from the Payment Information page, the right hand side of the information gets cut off. How can I get that information printed?

A: You have two options. First you can change your print properties to print landscape. Second, instead of printing from the Payment Information page, you can click on 'View Pay Stub' and print the pay stub facsimile that does fit on a portrait page.

Q: When I am attempting to Log On to Payline I keep being returned to the Log On page. How can I get in?

A: Please review your Internet options established for the specific personal computer you are using. Both JavaScript and Cookies must be enabled.

You may also need to clear your browser cache:

If your browser or browser version isn't listed below, refer to your browser's support site for information on how to clear your cache

  • Firefox
    • Click Tools
    • Select History
    • Click Clear Recent History
    • The "Clear Recent History" window appears. In the "Time range to clear" drop-down menu, select Everything
    • Click the down arrow Firefox down arrow next to "Details"
    • Select Cache
    • Click Clear Now
    • Restart your browser
  • Google Chrome (instructions are for version 40)
    • Click Customize Chrome (icon with three horizontal bars, at the top right)
    • Select History
    • When the History window appears, click Clear Browsing Data
    • Select "the beginning of time" from the "Obliterate the following items from" drop-down menu
    • Select "Browsing History" and "Cached images and files"
    • Click Clear browsing data
    • Restart your browser
  • Internet Explorer (instructions are for version 11)
    • Click Tools
    • Select Internet Options
    • Under "Browsing history" click Delete
    • Select Temporary Internet files and website files
    • Click Delete
    • Click OK
    • Restart your browser
  • Safari (instructions are for version 8)
    • Click Safari Tools/Settings (small gear) icon
    • Select Clear History and Website Data
    • In the "Clear" menu, select all
    • Click Clear History
    • Restart your browser

    Note: In Safari, you can enable the Develop menu to clear the cache if you don't want to clear your history:
    • From your Safari menu bar click Safari
    • Select Preferences
    • Select the Advanced tab
    • Select "Show Develop menu in menu bar"
    • Now from the menu bar, Click Develop
    • Select Empty Caches

Contact Information

Phone Number:

Main: (804) 225-3038
Fax: (804) 371-8587

Street Address:

Department of Accounts
James Monroe Building
101 North 14th Street,
2nd Floor
Richmond VA 23219-3638

Mailing Address:

Department of Accounts
PO Box 1971
Richmond VA 23218-1971


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