OnPay | Payroll + HR  Reviews 289

The OnPay payroll is very user friendly
I was never a payroll processor but was able to quickly learn how to process payroll using OnPay. Most of what I have learned is self-taught but when I reach out to customer service, I always get help from a knowledgeable person.

I have been with Onpay for a year. I was with Patriot Software and they are in business to screw people out of money. It has been fantastic dealing with Onpay and no headaches or drama. I would recommend them to anyone.

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've had such a great experience using OnPay! I signed up about a year ago and everything about the process was smooth and uncomplicated. Any time I had a question, I would call and get right though and a knowledgeable person would walk me through whatever needed to be done. Highly recommend!

Great company with definite follow through. If they make a mistake, they fix it.

OnPay has been a great payroll service for us. They are dependable and the website interface is easily navigated. Their customer service is wonderful as well, for the very few times I have actually had to use it. A far cry from our previous payroll service. I am so glad we made the switch.

I tried another payroll company and gave up after their process was too complex. Onpay is easy and simple. The interface is user friendly and as any business owner will tell you, they don't have time to waste on troubleshooting payroll

Starting up a new company, they have been tremendous setting up payroll and handling taxes. Their customer support is the best I have dealt with any company that I have been involved with over the last 40 years. I would recommend OnPay to anyone.

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.

OnPay has been very user-friendly, even for my employees using it who are new to payroll and tax responsibilities. The customer service OnPay provides is 10/10!

We have been with OnPay for only one quarter. However, during that time the service we've received has been stellar. Help is always a phone call away. I've not experience long on-hold times at all, and the representatives have always been courteous, understanding, and knowledgeable at addressing my questions. We are very happy to have switched from QuickBooks payroll and have saved a lot of money, and they helped make the transition easy.

Onpay is very affordable for our nonprofit with one paycheck. Their customer support has been easy to access and very helpful when we needed it, and it is a relief to know all our taxes and fees are being paid properly to the fed and state government so we don't have to try and figure out all those details. We have been using it for 3 months now and are very satisfied.

It is very easy for me to handle the payroll.

OnPay has made it so much easier for me, as a small business, to add an employee. The process to add an employee is very confusing and overwhelming with the state and fed government. Taking the “how do I pay this person” off my plate has been tremendously helpful - and they are very responsive to questions.

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.

Super professional and efficient!

I had to reset my phone and so was unable to use the 2-factor authorisation app. OnPay refused to reset the security to allow me to pay the employees on time, even though I had all the information about the account and had the same phone number they could have used to call me. UPDATE: Onpay have apologised for the problem and re-instated my access (though too late for this pay run), so I have updated my rating to reflect the previous good service that I had received.