OnPay | Payroll + HRReviews of onpay.com

Our small 501(c)(3) nonprofit exists to serve our community, but we were targeted and exploited by OnPay. We trusted them as our "Full-Service" payroll partner so we could focus on our mission, but they used that trust to hide their own professional negligence and hurt us with State penalties. The Deception (The "Hook"): OnPay enticed our nonprofit with a 6-month free trial. During that time (Q1 and Q2 2025), they filed our taxes successfully, proving they had complete access to our account. Once they had our trust and our debit card on file for paid monthly services in August 2025, they simply stopped doing the work. The Heartbreak Omission (4 Months of Neglect): While continuing to take our monthly fees, OnPay sat silently for four months and failed to submit our state tax reports. I was shocked when they finally contacted me in February 2026, as I was under the impression our compliance was being handled by our "Full-Service" partner. This wasn't a mistake; it was a total abandonment of their professional duty. The Discovery (Concealed Penalties): When OnPay finally contacted me, they wove a confusing story about "wrong numbers" to get my permission to draft funds. I paid immediately to stay in compliance, but OnPay concealed the fact that their 4-month delay had already triggered massive state penalties. I only discovered the truth when I called the Pennsylvania Department of Labor and Industry myself. The State representative explained that because OnPay waited until February 23rd to hit "submit," our nonprofit was hit with double penalties: a $125 minimum late fee for Q3 and another $125 for Q4. OnPay is now trying to use the "permission" they asked for in February to hide the fact that they ignored our account for half a year. The Double Penalty Breakdown: Because OnPay neglected the account for so long, the State hit us with $250 + $5 interest in "Late Date" fines alone ($125 per quarter) and continues to accumulate interests. OnPay’s own Tax Accuracy Guarantee explicitly states they will refund penalties caused by their "negligent error or omission." Failing to file for two consecutive quarters is a massive professional omission. The Gaslighting: When we caught them, the gaslighting began. They tried to confuse us with technical jargon, claiming our ID was invalid. This is a documented lie because they used that same ID successfully for 6 months. They then tried to blame a "wrong tax rate." The Truth: An under-payment gets you a bill for the difference. A Late Filing Penalty is a punishment for being PAST THE DUE DATE. OnPay is 100% responsible for going past the due date. The Impact: OnPay took $466.00 from our nonprofit—money that should have gone to the people we serve. They even used these same technical lies to trick our bank into denying our dispute. They are hiding behind their Guarantee to protect their own profit while hurting vulnerable organizations. Desired Outcome: We are fighting for our $466, but we are also fighting to make sure OnPay cannot continue this pattern of late filing and deceptive concealment with other nonprofits.

The customer support is horrendous. I had multiple bad support experiences. It really is a piece of crap software. There are no built-in workflows to onboard remote employees. The support was so bad I ended up switching platforms, as the working of switching was less than the work of continually needing to stay on top of their support. If you are looking for a low cost easy payroll option, don't choose this one, it will end up costing you more than you expect. Seriously crappiest software and support ever.

Customer support sucks. They take days to respond. Best quote from support tech "What do you expect, I just got back from vacation." When you do get support on phone they are rude as if they are doing you a favor. Also screwed up my company state unemployment tax. Basically regret ever moving to them. Planning to leave.

I am a CPA who has managed payroll for hundreds of employees on ADP and Quickbooks. I started a new job and OnPay calculated my pay as 13.33 hours for 3 days of work. The non-english speaking rep couldn't explain the math but insisted it was right.

If your company has two rates for employees, or blended (weighted) pay system, Onpay is the WORST payroll provider. This cost me thousands of dollars for inaccurate payroll calculations. Never apologized, never offered to waive their fees. So relieved that HomeBase finally offers Guideline for 401k, switched immediately.

huge disappointment with the billing. i did what i needed to do to close account and there was an error from there crappy system and they billed me for months. good luck canceling service when you need to best to close your bank account so they dont screw you over

Garbage services and really shady. This losers made me go through hours of onboarding process just to tell me later they can’t provide me services without telling me the reason. Do yourself a favor a don’t waste your time with this garbage company Edit to their reply: notice how garbage their reply is, they literally proved my point they. You guys are getting reported to the CFPB losers.

Terribly long hold times and they don't provide the basics that other payroll companies provide. For example, if you want them to handle your payroll taxes and filings they make you fill out PAPER power of attorney forms that are notarized (5 pages of filling out information) for every state you have employees. Every other payroll company does this as part of their onboarding processes and is all automated. Try asking for someone to help - you'll get put on hold for 15 - 30 minutes easily and let me predict the answer you'll get "no, we can't help you".