OnPay | Payroll + HR  Reviews 297

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

The customer support is horrendous. I had multiple bad support experiences. It really is a piece of crap software. There are no built-in workflows to onboard remote employees. The support was so bad I ended up switching platforms, as the working of switching was less than the work of continually needing to stay on top of their support. If you are looking for a low cost easy payroll option, don't choose this one, it will end up costing you more than you expect. Seriously crappiest software and support ever.

The customer service has been excellent. Communication has been very prompt and clear, and the team was proactive in helping us get our first payroll processed successfully. This was my first time running payroll, and I really appreciated how approachable and supportive they were throughout the process.

The customer service was incredible. I had a very tight deadline to buy, onboard, and run payroll. Their onboarding leader got on the phone and walked me through everything and ensured I met my payroll deadline.

Customer support sucks. They take days to respond. Best quote from support tech "What do you expect, I just got back from vacation." When you do get support on phone they are rude as if they are doing you a favor. Also screwed up my company state unemployment tax. Basically regret ever moving to them. Planning to leave.

Onpay has been wonderful. The customer service is amazing.

OnPay has been an excellent payroll service. Their customer service truly stands out. The team is knowledgeable, patient, and consistently provides clear guidance, which has made payroll and tax processes much easier to navigate. Responses are prompt, questions are answered thoroughly, and support is readily available when needed. The range of services offered is comprehensive and reliable, giving me confidence that everything is handled accurately and on time. I highly recommend OnPay to any small business owner looking for dependable payroll support.

Great customer support