PrimePay Reviews

“A knowledgeable and fast team

Pros

The team is incredibly knowledgeable and solves issues fast. They are always willing to hop on a call and work together with us to make sure we have a great experience.

Cons

Honestly there is nothing to complain about. Every interaction with the team has been a positive experience for me.

“fantastic setup with a great consultant

Pros

We just finished setting up a new benefits program for Open Enrollment using PrimePay and the whole process was fantastic. Our consultant was amazing too. His deep understanding of the system and benefit plans made me feel confident at every stage. He was always punctual, communicated everything clearly and was available whenever I had a question. On top of being a real professional, he was also friendly and easy to talk to. In short I would definitely recommend him to anyone and hope to work with him again.

Cons

One thing that could be better is the clarity around their branding. The way PrimePay and SyncHR are presented can be a little confusing making it hard to tell them apart or understand what each one does. So a clearer and more consistent brand message would really help.

“Helped keep my fees down

Pros

They collaborated with me to keep my processing fees down. In the past I have only used my payroll provider for the basics and nothing more.

Cons

Being with them for less than a year makes it tough to pick a downside. However my monthly payroll charges were higher than the quote I received which happened twice even after it was fixed. It seems like there might be a recurring system glitch that needs attention.

“fast tool with helpful support but limited service range

Pros

PrimePay is simple and fast. Their customer support team is really helpful too and the website has a professional, colorful design.

Cons

The website's range of services could be a lot broader. Also as a customer, having access to more detailed information would be really helpful. Partnering with more companies would also allow them to offer a wider variety of useful software tools.

“ood guides but support is useless

Pros

For most problems, we can find step by step instructions to fix it yourself and sometimes there is even a helpful video guide.

Cons

On the occasions I have had to call support, my problems were not always fixed and sometimes no one even called me back.

“smooth and easy to use

Pros

The website and its processes are very smooth and easy to use. Overall it has been a perfect solution for what our company requires.

Cons

Getting our E-Verify system set up has taken an unexpectedly long time. We have been waiting for several months and still don't have it resolved.

“A broad and modern platform

Pros

PrimePay covers a broad range of business services. The platform has a modern, clean design and is simple to navigate, especially for running payroll.

Cons

Well a support can be a hit or miss. As sometimes my issues are solved quickly but other times I feel stuck and like I need more assistance.

“reat support staff

Pros

For me the best part is definitely the support staff. In all my interactions, they have managed to be both highly professional and genuinely friendly.

Cons

What I like least is not really just a PrimePay problem. There is a lot of information on how to run reports or do specific tasks but it can be tricky to find your way through it alone or to word a search query correctly to find the right answer.

“Outstanding customer service

Pros

From the very beginning, the customer service has been outstanding. The team is quick to respond and has helped us with every question we have had.

Cons

The website's layout is not the most user friendly. Though it works and is fairly simple but it feels limited in certain areas.

“manages our reports automatically

Pros

A huge benefit is having PrimePay manage all our quarterly reports which takes the pressure off our office during that busy time. We also like little things such as being able to print checks for our clients when needed.

Cons

Our company has faced some issues with tax payments being incorrect or overpaid since we switched over mid-year. We also sometimes struggle to get ahold of someone when our clients are frustrated and demanding answers.

“great for automatic tax filing

Pros

The best part about it is how it automatically takes care of all our tax filings and quarterly reports. It saves us so much time and gives us confidence that everything is done correctly and submitted on schedule. This automation really cuts down on mistakes and makes sure we stay compliant without constantly worrying about deadlines.

Cons

The automation is helpful but the platform is not very flexible if you need to make changes to a payroll run. It can feel restrictive especially with last-minute edits. Communication with support could also be better as responses are sometimes slow so having a direct contact for urgent matters would make a big difference.

“flexible systems and excellent service

Pros

We have only been using PrimePay for about five months now but I have been really impressed with how flexible their systems are. Plus the customer service has been excellent.

Cons

There have been a lot of software updates lately which can be a bit stressful. That said all the changes have ended up providing useful improvements.

“simple to use but zero control over payroll

Pros

Getting around the software is simple and user-friendly. Also it is no trouble at all to look up details about the company or any employee.

Cons

I do not have full control over my payroll runs. If I make an error, I have to contact customer support to either void the entire payroll or correct the mistake for me.

“Listens to our needs, scheduling is hard

Pros

They really listen to our objectives and budget concerns. A major plus is being able to run payroll from my American Express account via ACH which avoids any wire transfer fees.

Cons

The scheduling system does not fit our needs well. When employees work opposite shifts, I need to see everyone's schedule at once to make sure we have proper coverage and that's not easy to do.

“reat team and a good price

Pros

The sales representative was very helpful and the pricing was right. My account specialist and the entire onboarding team were fantastic at getting everything configured. Cost was a big factor for me and this service is nearly half the price of other payroll companies I have used.

Cons

Transferring our employees from our previous service to this required a lot of work. We had to manually move a significant amount of reports and information ourselves.

“easy to use but offer less control over account

Pros

Navigating and using the platform is a very easy and simple process.

Cons

I have less control over my account compared to other payroll software I have used. For small changes that I could make myself before, I now always have to contact support.

“contract feels scammy

Pros

Setting up the software was not a problem and I was comfortable with the system right away. Since my franchise requires Profitkeeper, having it on the same site makes things convenient.

Cons

The way they handle contracts feels dishonest. They included a clause that lets them update the agreement whenever they want and they make these changes without being transparent about it.

“Very Very helpful team

Pros

What stands out is the tight-knit feel of the team. I really value collaborating with them to solve issues and learn new things.

Cons

There are not many downsides for me. It would be great to have more options for viewing pay information making it simpler for some of our staff. The positions feature is not my favorite.

“professional with fast responses

Pros

Their team is professional, provides fast responses and is very helpful with payroll. The additional services, like training sessions are also a great benefit.

Cons

On occasion I really need to talk to a specific person directly on the phone and that can be difficult to arrange.

“personalized attention for setup

Pros

They give us personalized attention to make sure everything is set up properly.

Cons

At the start there was a bit of uncertainty about who was responsible for which tasks.