OnPay | Payroll + HRReviews of onpay.com

It is impossible to cancel the service. Their web site offers no feature to cancel instead, directing you to either calling them or submitting a support ticket. I have called a half dozen times over the last month and end up hanging up after an hour on hold or after my call is dropped all together. When you create a support ticket and hit submit, nothing happens...no acknowledgement, no message that says your support ticket is being processed...nothing. They have now deducted monthly charges for two months in a row and I am making no progress shutting them off. Stay clear!

They never pick up the phone on Fridays or after year end so you can get help for payroll or taxes. Very bad!

This is hands down the worst payroll company I've ever worked with. Don't be fooled by these reviews. They don't file 941's on time. When you ask for an update it's a 6 week lead time minimum for the tax team to get to this. You call on the phone and it's at least a half an hour hold time. Go somewhere else you'll save yourself anxiety, stress and time.

STAY AWAY. This company has ZERO ETHICS. I wanted to believe their claim that "transparent pricing is part of our ethos" but it was the exact opposite. They in fact do not include the basics such as registering for withholdings tax and unemployment. Instead, you have to figure it out yourself (which defeats the purpose of hiring a payroll company) or pay their partner company, Middesk, a "small fee" of $99 per withholding registration and $99 per unemployment registration. Soon after giving the onboarding specialist feedback that this goes against their purported no-sneaky-fees ethos, I received an email that the account was terminated. I was perplexed and thought it was a mistake. But then I realized it was some sort of petty statement they were making because I called them out on their unethical business practice. Finding a straightforward and professional payroll company is a challenge. Keep looking and stay away from OnPay!!

My experience with OnPay has been absolutely horrific. I have now received 5 separate tax notices from the SSA and the State of NJ due to the fact that they are not making the appropriate payments and not filing forms that need to be filed. This has become a complete nightmare. Noone at OnPay will respond to my requests for assistance via e-mail or phone. It has taken up hours and hours of time and is still not resolved. I would STRONGLY advise against using this service. It has been an absolute MESS.

Update to initial review: EVEN WORSE. Despite the message below from OnPay, I now (nearly three weeks later) just received ANOTHER two letters from the EDD about underpayments from Q3 of last year when OnPay was managing my payroll. I just wrapped another hour long phone call with the EDD trying to get this fixed. Honestly, it is a nightmare working with OnPay. Save yourself before you start! I used OnPay for nearly a year to payroll one part-time employee for my company and it was a complete disaster. They misfiled so many times that I was getting constant streams of bills from the EDD and now I have a credit with the EDD that it's going to take more than a quarter to get returned. Worse than that, I had to spend roughly 40 hours on the phone with OnPay customer support and the EDD to get it all worked out. All of this for one employee who worked a total of less than 200 hours in the whole year! It was a massive waste of my time and productivity. It would have been simpler to learn to do payroll myself. I switched to a new company in the fall and I couldn't be happier. Save yourself the time and the frustration.

I received a notice that my 940 taxes were underpaid and were incurring penalties. I sent the notice to OnPay with no response. When I asked for an update on the ticket I was told it would be 8+ weeks before someone would respond to me. When I asked to speak to a supervisor I was told they would put in the "request" but couldn't guarantee that someone would call. If I had known how poor the customer service was at OnPay I would have gone elsewhere.

WHAT HAPPENED TO ONPAY???? THEY WERE AMAZING AND HAD GREAT CUSTOMER SERVICE. NOW YOU CANNOT EVEN GET A REAL PERSON ON THE PHONE. THE CHAT BOT IS WORTHLESS. CUSTOMER SERVICE QUITE LITERALLY HANGS UP THE CALL WHEN ON HOLD. HORRIBLE - HORRIBLE - HORRIBLE UPDATE: December 19, 2023 I have opened 3 cases with OnPay after receiving numerous letters from the State telling me that my quarterly payments were NOT being made. Each time, OnPay took the money, but didn't get it to the State??? Each time OnPay assured me that the problem was resolved... it WASN'T. This most recent notice from the State included penalties and fines. If I wanted to make a mess of things, I could have done it for free myself. What a nightmare.