OnPay | Payroll + HR  Reviews 289

When we found OnPay and started the enrollment process, it was much easier than expected. After one phone call, the transfer process was started, and our target payroll date was set. The integration of our data was quick and easy to complete.
Their system is easy to navigate, and taxes were set up to pay automatically; even the various local taxes were set up by OnPay at the correct rates, etc. We have a smaller payroll, but they gave us their best service at a reasonable price. They are a great solution for businesses of all sizes, with affordable pricing, excellent support resources, responsive performance, and user-friendly interface.
Thank you OnPay!

I upped it to 3 since they replied: I hope they go to the chat bot and see if it ever understands when you ask for an agent, human, person, operator etc. It always says it didn’t understand even though it will say it can get one.

The chat bot is awful it says: "We always aim to provide the best support possible, and I apologize if I haven't met your expectations. If there's anything I can do to help or if you'd like to speak with a human agent, please let me know." But it NEVER can connect you.

It then says: "If there's anything I can do to help or if you'd like to speak with a human agent, please let me know.
Generated by AI
says:
Agent
OnPay Chat Bot

OnPay Chat Bot says:
I didn't get that. Try rephrasing your question.
says:
I've been trying to get an agent and you say you can do that but then can't
OnPay Chat Bot

OnPay Chat Bot says:
I didn't get that. Try rephrasing your question.
says:
AGENT
OnPay Chat Bot

OnPay Chat Bot says:
I didn't get that. Try rephrasing your question.
says:
This: if you'd like to speak with a human agent, please let me know.
OnPay Chat Bot

OnPay Chat Bot says:
I didn't get that. Try rephrasing your question.
says:
PERSON
OnPay Chat Bot

OnPay Chat Bot says:
I didn't get that. Try rephrasing your question.
says:
LIVE PERSON
says:
LIVE AGENT
OnPay Chat Bot

OnPay Chat Bot says:
I didn't get that. Try rephrasing your question.
says:
OPERATOR
OnPay Chat Bot
OnPay Chat Bot says:
I didn't get that. Try rephrasing your question.

OnPay Chat Bot says:
I didn't get that. Try rephrasing your question.
says:
HELP FROM A PERSON
OnPay Chat Bot

OnPay Chat Bot says:
I didn't get that. Try rephrasing your question.
says:
How do you get an agent
OnPay Chat Bot

OnPay Chat Bot says:
I didn't get that. Try rephrasing your question."

Since the beginning, my time with OnPay has been very pleasant. The customer support I received in the beginning for onboarding, learning the system, and first payroll was phenomenal. The ongoing customer support and support availability is great. The portal and system is very easy to use, and the value for the money is great

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.

They are very efficient when you call by phone and quickly help resolve any problems with payroll payments.

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

We had a great experience from checking out the product to onboarding. I appreciated Emily’s help with setting up the company. The resource documents on the site were helpful, although I did struggle to figure out which were included with my subscription. Additionally, they uploaded our past data quickly, which allowed us to run payroll the following week.

Excellent problem resolution. No hidden fees like the leading company. Good phone support. If a tech doesn't? know the answer, it is quickly elevated until satisfied.

System functions are simple and smooth. The best part i liked is the service calls. I am really impressed with service calls management. The team is very clear and providing right answers for our queries.

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".

When it works, it works well.
But if you have a problem, this is the worst company to deal with.
-If you catch them in the morning, hold time is just 30mins. Later in the day, I've been on hold for 45mins.
-The ticketing system is a sham. You have to log the ticket and then call to get their attention on the ticket.
If you don't consistently follow up your ticket will be closed without even you getting notified and your problem will not get solved.
-Tax issues will have months and several follow ups. I have not got the resolution for a tax issue that I raised last December.
-No option to talk to a manager or anybody other than the agent.

OnPay's new account team who helped me set up payroll were outstanding. Their payroll platform is user-friendly and clean and crisp. Fantastic experience thus far.

OnPay made payroll setup easy, especially with their support through Middesk for payroll tax accounts. The platform is user-friendly, and their customer support is accessible both online and by phone. Highly recommend for a smooth payroll experience!

Pricing is great and onboarding was super easy. Emily from the onboarding team was amazing.

The team is very responsive when it comes to helping a new customer get onboarded. This was a relief to me and really made getting my payroll setup a lot less stressful.

Onpay has been an asset to my organization with an easy to understand process and excellent support staff to guide you along the way.

The interface is easy to use and I have great control over how my staff get paid, get bonuses, and build PTO. But the best thing about Onpay is their customer service. It is outstanding. And the other great thing is how affordable they are. I was paying a lot more for Paychex and they were making mistakes. Now if mistakes are made, I only have myself to blame.

Onpay is the easiest back of house platform I've used and the customer service is excellent.

As a CPA, I wasn't comfortable paying caregivers for my 90'ish parents "off the books." I needed a payroll company that was easy-to-use, affordable and appropriate for the 1~3 employees/contactors we might have at any one time {i.e., NOT interested in ADP or one of the big companies).

3+ years later, I am enthusiastic user of OnPay because their pricing is reasonable, their interface is generally easy-to-use and actually quite rich if one needs details and multiple options, and oh yeah, their support is excellent.

I am moderately comfortable with online / financial software and OnPay is actually intuitive. When I've had a question or problem (several times in the 1st year, less often lately), their support response and effectiveness is EXCELLENT. Yes, I have recommended OnPay to friends.