Nightmare to cancel

In my experience, they've made it impossible to cancel my auto-renewal.

The core payroll features work well, but, in my opinion, the UX of the expanded offerings isn't always fault tolerant or easy to use.

In my opinion, Support when signing up and adding additional billable items is very strong. However, when our VC funding fell through and we needed to cancel, I've been given the runaround. They require contracts to lock you in to your maximum usage every month, not your variable usage. If you are unhappy with the service, in my experience, you cannot request to cancel the auto-renewal until 6 months into your contract. After waiting 6 months, I reached out to cancel my auto-renewal. I tried following the online documentation, but the Cancel Button was disabled from my account. I contacted sales who sent me to Support. Support said I had to talk to my dedicated CSM. I didn't have a dedicated CSM. It took a week for a dedicated CSM to respond. They then said I had to reach out to Support. It's now been 9 months of trying to cancel my auto-renewal, with, in my experience, each interaction involving a new condition, a new email address, a new form, or a new person. I've been totally unsuccessful in cancelling auto-renewal, and had to file a stop payment with my bank account. In my opinion and experience, you will end up paying for people no longer on your payroll throughout your contract, and cancelling is a hellish runaround.