OnPay | Payroll + HRReviews of onpay.com

Final Update: After OnPay yet again (3rd time in 2 years) filed/paid our taxes late ($100 assessment by state agency), we have left OnPay for QuickBooks Payroll. This time it took OnPay's tax department 3+ months to respond. I cannot emphasize enough the time you will waste dealing with this company. They are severely understaffed and is structured so that you cannot speak with anyone directly. After two years with OnPay, I can honestly say, we would not use their service if it were offered to us for free. It's that bad. Updated Review: OnPay responded below that issue has been resolved. It has not. Today we received a Final Demand for Payment and Collection Notice from our state's unemployment insurance office. OnPay is now over 3 months late making our 4th Q (2022) payment. We will likely need to file a legal complaint against OnPay to get them off their rear ends. Original Review: Run from this company! We've been with them for less than a year. Software is great, but they are severely understaffed. They filed our 4th Q unemployment insurance report 5 weeks late, causing us penalties and fees. After notifying them, they stated that the queue for getting the problem resolved is 8 weeks! We've since received a second notice from our state unemployment office with additional penalties. I called again and OnPay asked us to pay the penalties and they would reimburse us once they work through their queue of problems. This company appears to be made up of tech people (who do a good job with the software) and a call center that will log your issues ("place you in the queue"). No professionals on site who you can reach if you have a problem. This is not a professional company by any stretch.

In May, 2022, Onpay confirmed that they'd filed our ERC 941X forms. Each and every time we've tried to check on them, we've been told they were filed and we needed to wait. Today, we called the IRS to check again and were told they never filed them. No one returns emails that we sent showing the confirmations we were sent. No one takes us off hold long enough to explain. I will never trust these people again. AND, contrary to their claim that they've filed correctly, they have wasted 8 months of our time and as of today (3/24) the IRS still does not have our forms and we'll have another 4-6 months to wait once they do receive them. Thank onpay - I hope your vendors treat you better than you've treated us. PS. you never once contacted us. We called and called and called before finally getting in touch with the IRS and forcing you next level to accept our phone calls.

OnPay customer for 6 years and was a fan. I have now lost all trust as they have failed to resolve an issue caused by their software failure. One pay run failed resulting in some employees paid twice and others not at all. Customer Service was cordial but I have been told for a month that the development team was working on it and would provide an update. Not one update from them and the reporting is still wrong in their system. It's December and I doubt the W2's will be right. After multiple calls, emails, and now having to constantly check for errors this has become a massive waste of time. I am switching providers asap.

I'm a new C corp with one employee. I selected Onpay because of their reviews. I got everything set up, ran payroll, Onpay withdrew 4 weeks of pay out of my business account so I waited for the deposits. Well, then I received an email that requested a picture of my business bank account showing the funds they took out and they wanted it emailed to them by 4pm that evening. I got to them at 2:30Pm. Checked my account the next day, nothing on the day it should have posted. Thought I'll give it one more day. Nope nothing posted. I contacted them by phone, they placed me on hold then came back to say someone would email me. Well, I received an email. It was from a guy named Chevy. It said, they were sorry but that my business was "outside of their parameters" and they could not help me. Here is the kicker. They said, "You should call your bank and have them retrieve the money" as it would be faster. Never offered to send me my money back and would never explain why they did this. Now, I have almost 5K sitting somewhere with them and have no communication from them. What a complete waste of my time and resources. Now I have to fight to get my money back. They should have never taken the funds if my company was not a fit for them. .and they also should send back two months of service I paid them. So, everyone, take your chances, make their monthly subscription payments, give them access to your precious business bank account, let them withdraw funds and then cancel on you and tell you go to your bank to retrieve funds....and not respond to emails.

After 6 months with OnPay we're switching again. Problems: -They botched the transfer from Intuit, there were a number of errors with the data that got transferred that weren't obvious until they caused a problem. -Payroll is a multistep process that sometimes has questionable defaults that have resulted in payroll getting screwed up a few times. I mean... this is the basic thing you need a payroll service for. Intuit had other problems, which is why we switched, but at least they got the actual submission of payroll right. -Reports and settings are buried in weird places. It was not easy to find this stuff without contacting support. -Support is not great. Although, part of the reason we left Intuit was their support had deteriorated over time. So maybe none of these companies have good support. Intuit used to have great support, not so much now. They did get some stuff right but bottom line, after 6 months of trying to make it work, we're switching to another payroll service. Frustrating experience.

This company has fallen off over the years. My small business missed one payment for them and was completely locked out of the account(Snow storm and pandemic effected earnings). When paying the restore fee of 1200 dollars they would not allow me to run payroll anymore. For one mistake. Customer service was garbage as well.

Onpay has the absolute worst customer service! Your support tickets just do not get answered. I cannot file my taxes because of a required amendment. When you call their support number you wait on hold for 15 minutes and then they drop the call. No one ever picks up. You just listen to hold music and then they hang up. When you submit an online service request it just does not get answered. I CANNOT WAIT TO CHAGE SERVICES. THIS IS JUST AWFUL.

I gave them 3 weeks to get my account ready but my first attempt at using the service was awful. Despite their reassurance that everything was ready to go for my first run, they obviously hadn't examined my account because payroll figures were inaccurate and I couldn't get integration with my accounting software. Phone support was a recommendation to email a support request. It all became way too complicated for me and I chose to terminate the service. They couldn't even get a simple document into my email - it took me three days of calling and took them multiple emails before the document landed in my inbox. I found the service pretty deficient.