Customer ReviewsforOnPay

After 7 months with Onpay I received a notice from the *** that a 941 deposit had not been made. I contact Onpay customer service and was informed that their Advanced Support Consultant would work on this issue. After multiple phone calls over the lest 8 weeks I finally received a call back to help with this issue. First thing I was told was it wasn't their fault. They (Onpay) wasn't sure what the issue was, but it wasn't their fault. After explaining that I knew why there was a deposit error, I was informed that is was maybe something else, but it wasn't their fault, even though they were the ones who moved the data from my old payroll program. Finally they said there was an issue with how the data was moved, but it was still my fault. Onpay is so nice when you sign up, but that changes after the first issue you have. Now I am left with inaccurate 941 Quarterly Report, a inaccurate W3 and inaccurate W2's. Everyone who works here will have to file amended 1040's all because Onpay did not check their work properly. Never had an issue before I went with this company.

I've been a client with OnPay for 7+ years and can say the company has definitely seen better days. Customer support is all but non-existent. They may have a cheap service fee, but they back it up with poor quality of service.

On Pay has been a nightmare. They never gave me a demo, the onboarding specialist was rude and I had to ask for another who never contacted me. I was told I had to set up my account to get a demo so I did and then I was told that since I entered my info, it generated an account number, making me a subscribed account member so they bipassed the demo. I finally had to get help from the help line just to learn how to run payroll. The implementation team set me up wrong and when I called for help they said they were not tax advisors so they could not advise me what to do. At one point I asked to speak to a higher level assistance, as I have been able to do with any other payroll company I have had, all with educated specialists on hand, and they said they did not have them. I asked to speak to management to file a complaint. I was told a manager would call me, and they never did. This is a TERRIBLE company. If you are a CPA who does knows how you need things set up, this may work for you because it is software only. Any other business, STAY AWAY!

They met all my requirements for payroll software and tax filing was easy as a small business

If I could give zero stars I would. We used OnPay for payroll services for one year and had more errors in their filing than correct returns. When I switched to another GREAT service after ONE payroll in 2022 and followed OnPay's TERMINATION AGREEMENT and signed telling them to NOT FILE ANY RETURNS FOR 2022 AND THAT I HAD INCLUDED THAT SINGLE 2022 PAY IN FIGURES AT THE NEW COMPANY and they were NOT to file ANY returns, there are both 1st Quarter 2022 AND annual W-2s and a W-3 in my account in the annual returned filed. Upon a chat telling them they needed to amend and fix their error, accompanied with a copy of the TERMINATION AGREEMENT, their staff member told me "those weren't really filed, they are just automatically generated." NO WAY I'M BELIEVING THEM, there were at least a dozen errors in the single year and they were NEVER actually fixed. Then, they closed the chat window and digitally "hung up" on me. NEVER use OnPay!

Terrible service, portal provides misleading information, and does not give give accurate information regarding filing tax returns on employers behalf. I learned they had not paid any state withholding tax or state unemployment tax for all of our first year. In their defense, they did send me an email once per quarter saying they needed information in order to file. BUT it was ALWAYS immediately followed by an email asking if i was satisfied with its resolution (which I misinterpreted as meaning they had taken care of it.) AND, their customer portal indicated that the taxes HAD been filed. Their website says "OnPay makes taxes easy by handling all the filings and payments for your business. And the records of these filings are stored right in your account, so you always know what forms we file for you, and when." So, ... I would look on the portal, and see that they HAD filed, and I thought we were all set.Onpay online dashboard has "ALERT" and "NOTIFICATION" buttons that they say is to let customers know about important events and issues--but I have NEVER had an alert or notification; we use the portal every 2 weeks to enter payroll and would have seen it. Also onpay claims that it shows "FINAL" when their tax forms have been finalized, BUT no form has EVER shown that--even forms that they really DID submit. When I called for support, the first worker told me that "just because a form is listed as filed, does not mean that it was filed or paid." When I discovered the problem, onpay said penalties would be paid by them, but now they say no AND they want extra money for filing a corrected tax return because they did not include 1 of my employees that they had processed payroll for. Steer clear of onpay payroll processor! It will be easier to pay taxes myself then to deal with onpay errors and/or malfeasance.

If you are a small business avoid OnPay at all costs. They use deceptive billing practices and refuse to remedy or refund. They have constant filing errors that they will not help to correct. And if you try to call them, you will be on hold until their system times out and boots you. What a mess!