In addition to their extensive knowledge on how to use OnPay, our Client Experience team members have years of first-hand payroll industry experience in their respective fields. This means you can chat with us about almost anything:
- Adding an employee in another state for the first time? Let’s make sure you get them (and their worksite) set up in OnPay.
- Need to correct a mistake on your last pay run? Open a quick chat to get back on track.
- Just a quick question about our services, or even a local tax code? Let's chat!
OnPay’s Client Experience team is available Monday - Friday, 9AM-8PM ET
Trouble logging in?
If you have Multi-Factor Authentication enabled for your account, but you don't have access to your authenticator, or are otherwise unable to access your account, call us at (877) 328-6505, between 9AM-8PM EST, Monday through Friday, for help.
As a reminder, never share your login credentials or MFA code with anyone. OnPay will never ask you for this information.
Start a new chat in OnPay
From the company dashboard, click the ? to the left of your profile photo to open the help menu.
Click Contact Us to open the chat window.
- Your OnPay login is required. Chat and support requests connect you with support teams and tax professionals capable of accessing you company information and perform functions in your dashboard. They can also represent you and your company with tax agencies. Your OnPay login ensures support agents can verify your identity before taking any action, so your information stays private and secure. This means that you must be logged into OnPay in order to get support for your account.
In the chat window, you can click "I'd like to start a chat" to ask our team of experts a question. You can also click "I'd like to submit a ticket" to request resolution of more complex issues.
Starting a chat helps you:
- Get express service
- Get to the best agent first
- Avoid explaining your situation to multiple people
To make sure you don’t have to explain your situation more than once, our trusty Chat Bot will ask a few questions about why you're reaching out.
Submit a ticket to request support
Submitting a support request is the fastest, most secure way to get help with a more complex issue that needs a resolution from someone on our team. You're able to select the team who's help you need, to get you the right help, as soon as possible.
To protect your information, only logged in users are able to submit and track requests for support.
Submit a ticket in chat
At the start of each chat will be an option to submit a ticket to request support. Click this button to open the ticket submission form.
Submit a ticket from Help Center
If you're not able to find the answer you're looking for in our Help Center, or if your issue is more complex, you may need to speak with someone on our support team. That's why we've made it simple to submit a support ticket to request help, right in Help Center.
At the end of each article is a link to start a support ticket.
You'll need your OnPay login credentials to submit a support request.
If you're already logged into OnPay, you'll see your profile in the upper right. Click for support options. You can view your existing requests, start a new request, or launch OnPay.
My requests: How to track and follow up on support tickets
Use your support ticket to track the status of your request, or ask a follow-up question.
Help and support for employees
Help Center - Employees Only
Our Employee Help Center has everything your workers need to know to download their app, self-onboard, and get up-to-speed with how to use OnPay — from setting up direct deposit and multi-factor authentication, to viewing pay stubs, and more! Employees with questions about getting access to the employee portal, their hours, pay, or time off accrued, should consult with their manager, or with the company’s payroll or HR personnel.
Help and support for accountants, bookkeepers, and our Partners
Outside collaborators can access chat and request support by logging into a company dashboard. This confirms that the outside collaborator has the credentials to control the account, while ensuring your support agent is accessing the appropriate company account.
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