OnPay | Payroll + HR  Reviews 

On Pay is a simple and straightforward payroll system but it is not so simple that it can't handle various needs. It is straightforward in set up and it has easily handled our W-2 employees, our 1099 contractors, and handling tax payments with other states in addition to the standard tax forms to the government. We are a non-profit but it has been effective in handling the nuances of that and I'm sure it would be as effective for a for-profit company.

Great customer service from emails, calls and online chat. Platform is easy to navigate.

Easy, fast sign up. Excellent service.

Great customer service and quick responses. We have yet to encounter an issue that they haven't been able to resolve. We appreciate being able to speak directly with a representative who is always willing to answer our questions and provide support when needed.

From onboarding, to my attempt at canceling this was one of the worst experiences I've had with a business service. Once I was officially signed up, what was great and timely service by their sales team, turned into "We are experience higher than normal call volume, please use our chat or FAQ section"

After realizing very quickly i made a bad decision with them, they made the cancelation process very difficult with no online option. You want to cancel? Call us and wait 20-30 minutes, than when you're connected we'll cut you off and you'll have to call back again. Then once you finally get someone, you'll ask to cancel and then they'll tell you it's done - only to say they're sending a termination letter that never comes. Then you'll think it's canceled until 6 months later you realize you've been billed every month - when you call them (And wait 20-30 min again) to try to sort it out, they'll give you the company line about their policies, no human element of understanding and force you to take it up with your credit card company.

I would never recommend ONPAY to anyone and truly hope this review helps others steer clear from this system of profit first and automation - customer service and experience doesn't seem to matter to them.

And for context - i'm a small business owner, i am reasonable and hate to resort to leaving bad reviews - but it's the only way i get to share my experience with the world in hopes others don't make the same mistakes i made.

Joi Counseling Center has had a highly positive experience utilizing OnPay as its payroll and human resources management platform. The software has consistently provided a reliable, user-friendly, and efficient system for managing payroll processes, employee records, tax filings, and compliance requirements.

One of OnPay's greatest strengths is its intuitive interface, which allows administrators to process payroll accurately and efficiently while minimizing administrative burden. The platform's automated tax calculations and filing services have helped ensure compliance with federal and state regulations, reducing the risk of errors and saving valuable staff time.

The employee self-service features have also enhanced operational efficiency by allowing employees to access pay stubs, tax documents, and personal information independently. This functionality has improved communication and transparency while reducing routine administrative inquiries.

Additionally, OnPay's customer support has been responsive, knowledgeable, and readily available whenever assistance has been needed. Taryn Kapronic was outstanding.

Easy to use, great, and efficient customer service!

As a new nonprofit founder setting up payroll for the first time, I tried both QuickBooks and Gusto before landing on OnPay. QuickBooks couldn't connect to my bank account and had to "launch an investigation" with no clear resolution - a frustrating experience. I looked at Gusto but a key dealbreaker was their limitation on reimbursement payments per payroll, which matters for a nonprofit tracking ministry expenses. OnPay allows unlimited reimbursements and the pricing is straightforward and affordable for a small organization just getting started.

The support experience sealed the deal. I was immediately connected with an onboarding consultant who reached out as soon as I signed up. When I called customer support to run my first payroll, I didn't wait on hold at all - a real person answered, walked me through everything, and a second rep kindly helped me correct a mistake I made on that first run. Responsive, patient, and genuinely helpful.

Elsie was very helpful, knowledgeable, professional, and friendly. Thank you!

Better Communication and onboarding procedures. Staff was unhelpful and experience was very negative. Signed up with a new payroll the next day and still ran payroll that week! It was cheaper and easier than onpay.

OnPay made the entire onboarding process feel effortless. From the start, their communication was clear, consistent, and genuinely helpful. Their team walked me through each setup detail live, making sure everything was configured correctly for my business to start running payroll without any hiccups.

I switched to OnPay for payroll for my small company (70 or so employees) after using ADP, and it’s been a strong move for us. ADP definitely has more features, but OnPay is much simpler, easier to use, and significantly more affordable. The all-in-one pricing model is a big plus—no hidden fees or surprises.
I also prefer being able to print checks in-house rather than relying on a courier. There was a bit of a learning curve with setting up the import template for hours and pay, but once that was dialed in, running payroll became very straightforward and efficient.
The software can feel a little too basic at times—for example, it doesn’t currently support tracking gender/sex for employees, which I need for certain reporting—but for me, the tradeoff is worth it. The simplicity and cost savings outweigh the missing features.
Overall, I’ve had a great experience and am in the process of moving my other small businesses over to OnPay as well.

The worst experience ever. Customer service is non-existent, wait times are forever to hear back from emails and totally unprofessional.

Onboarding was simple. I received a call from a agent who was pleasant and helpful answering my questions. This was my first time running payroll and it was easy. The website is clean and easy to navigate. I would recommend onpay to business owners.

Our CPA recommended OnPay for our small business. With all of the help articles and the dedicated onboarding specialist, the set up process was a breeze. The interface is easy to use and running payroll takes only a few clicks. The value is unbeatable. Very satisfied!

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.

Our office manager of over 20 years left in a huff, and without a proper handoff. 2 weeks ago the support team helped me run a payroll, but things were a mess, and it literally took hours. Today I opened the app to do the next payroll run, and didn't get very far before I had to call customer support. Alicia was alone in the office, and I swear she has wings and a halo! She was patient, nurturing, and talked me through the transfer of responsibility from the prior OM to my husband and me (we are literally a mom and pop organization. She is SO good at her job! When I recommend OnPay I will always cite your terrific support...

The service is superb when you seldom need it. My employees love that they can log in on their own and that they get e-mailed an advise of deposit

I switched from GUSTO to OnPay and am really happy with the interface and with the help desk