HIGHLY RECOMMEND ONPAY
January 26, 2024
HIGHLY RECOMMEND ONPAY
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with OnPay
We use OnPay for payroll for our small business. For nearly 25 years we have processed payroll in house including all federal and state filings. This year we decided to move to a payroll system that could handle that task for us. We first signed up with a competitor. What a nightmare just getting our information into their system. We could not use the payroll dates we had always used. We didn't get the promised one free month trial. The final straw came when they filed our second quarter state return and made a mistake on how much was owed. For the first time ever we had to pay interest and a penalty. They would not pay it for us even though it was their error and they had already pulled the money from our account! We started looking for another payroll service. Dreading going through another sign up process I called OnPay. I couldn't believe their positive attitude. OnPay was apologizing to me for the service we had received from a competitor. They answered all my questions - yes we could even go back to our original payroll dates! It really sounded too good to be true. I decided it was worth it to change providers.
- Communication - From my first call I was so impressed at the level of care and compassion OnPay expressed. I was assigned specific employees who were available in the sign up process to walk me through each step and to answer all my questions. I know some of my questions were probably "stupid" but OnPay never minded answering them and I was always treated with respect.
- On Boarding - The nightmare I had experienced with a competitor became a dream with OnPay. They said if I would authorize them to sign onto my account they would take care of the sign up process. And they did!!! They also did it correctly. All of the numbers and information was error free. The only information I was required was input was direct deposit bank information.
- Resolving an Issue - I have only had one issue that needed to be resolved. The person I talked to had to check with another person for an answer but she stayed on the line with me to make sure the problem was resolved. Then I received a follow up email outlining exactly what action they had taken.
- Ease of using the website - I can find what I am looking for! I like the verification code. And every time I sign on to my account the red heart by our company name makes me smile.
- I would love to have the option of auto payroll. But everything else is so good this isn't a game changer.
- Would like to have a shorter advance timeline of submission.
- OnPay has made my job so much easier. I would highly recommend turning your payroll over to OnPay. You will be surprised what a load is lifted especially with the end of the year filings. I wish we had made the change years ago.
- OnPay keeps you informed each step of the way in filings so you can verify their accuracy.
OnPay is far superior. I would not recommend Gusto. It was a problem from the start. After only a few months we realized Gusto was unable to provide us with a payroll service we could use. Switching to OnPay has been an excellent move. With Gusto it was one major problem after another. OnPay does it and does it right.
Do you think OnPay delivers good value for the price?
Yes
Are you happy with OnPay's feature set?
Yes
Did OnPay live up to sales and marketing promises?
Yes
Did implementation of OnPay go as expected?
Yes
Would you buy OnPay again?
Yes
OnPay Feature Ratings
Using OnPay
2 - Accountant is the primary user of OnPay. Handling the twice monthly payroll functions. The owner / president uses OnPay for reports and information. The website is so user friendly he can access the information without assistance.
1 - Accountant handles all interaction with OnPay.
- Payroll
- Federal and state reporting and filing
- End of year federal, state and employee reporting
- Works as promised
- Auto payroll when they implement it.
Evaluating OnPay and Competitors
Yes - Gusto. Too many problems with the Gusto product. We never received our first month free. Getting our information into their system was a nightmare. We had to change our payroll dates to their dates. We couldn't see quarterly filings until it was too late to correct errors, They made an error on our state quarterly report resulting in an underpayment. When the state notified us of the error Gusto's answer was for us to make the payment along with the interest and penalty even they had already pulled the tax from our account. Took us nearly four months to get that tax back into our account.
- Integration with Other Systems
- Ease of Use
We needed a payroll system that would integrate with Xero and one that was reasonably priced. We were desperate to get away from Gusto. Looking at the reviews OnPay seemed like a good choice. We had no idea when we made the decision to try OnPay that it would be such an outstanding choice. It far exceeded any of our expectations.
OnPay Implementation
- Implemented in-house
Change management was minimal
OnPay Training
- No Training
OnPay is easy to learn. Very intuitive and they will answer any questions you have.
Configuring OnPay
Implement auto pay is my only suggestion.
No - we have not done any customization to the interface
No - we have not done any custom code
I like OnPay just the way it is.
OnPay Support
| Pros | Cons |
|---|---|
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support cares about my success Quick Initial Response | Need to explain problems multiple times |
We didn't feel the premium support was necessary for our business.
Corrected an incorrect entry on a W-2. Representative had to go back to the person who had done the original input to source the problem but she stayed with it until it was resolved. She then followed up with an email telling me to recheck the W-2 that it had been corrected.
Using OnPay
| Pros | Cons |
|---|---|
Like to use Relatively simple Easy to use Well integrated Consistent Quick to learn Convenient Feel confident using Familiar | Requires technical support |
- Processing payroll
- Adjusting salaries
- Access to reports
- W-2 access
Yes, but I don't use it
OnPay Reliability
Integrating OnPay
Takes our payroll money just fine.
- File import/export
No
None. I like OnPay just the way it is.