Payroll software support explained.
We answer any questions to help you maximise your experience with e-PayDay Go® and fully utilise the benefits offered. Your success is our priority. Once you have configured e-PayDay Go®, many payroll tasks are repetitive, so using our payroll software will be easy once the setup process is completed.
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FREEPAY Plan
What is the duration of the free support period?
Our free payroll software FREEPAY plan includes 30 days of complimentary support, which starts when you submit your first support ticket.
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What happens when the 30-day introduction support period has expired?
When the introductory support period has expired, and you require assistance, you can,
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Sign up for a paid Plan or,
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Purchase a Single Incident Support session, which is valid until the query you raised is resolved.
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What does support cover?
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We help you get going by answering your queries regarding setting up e-PayDay Go®.
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Solving common issues and errors encountered during the setup process.
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What is the 15-minute support call rule?
Customers on paid plans are always prioritised; therefore, support interactions for users on the FREEPAY Plan are limited to 15 minutes per call. When this time is about to be exceeded, we will advise you, and a support team member will call you back later if necessary.
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Paid Subscription Plans
What is the duration of the support period?
Support is available as long as your plan is active and not overdue or expired. Customers who choose paid plans enjoy priority support, which ensures they receive assistance quicker than FREEPAY users.​
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What does support cover?
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We help you get going by answering your queries regarding setting up e-PayDay Go®.
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​Assistance with using existing or new features as they are released.
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Support calls are extended to up to thirty minutes per call.
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Solving common issues and errors.​​
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Zero Abuse Policy​​
Our knowledgeable support team members are trained to assist you using e-PayDay Go® and will endeavour to resolve any queries within your initial contact. Support team members are not registered Taxation or BAS agents and cannot provide payroll advice. We understand frustrations with the underlying complexities of the Australian Taxation Office (ATO) requirements and meeting your Fair Work obligations. Abuse towards our team is unacceptable and will not be tolerated. If such behaviour occurs, you will be asked to discontinue the conversation and call back when you feel calmer. The team member will issue three warnings if the situation does not improve. If there is no change in your behaviour after the warnings, the call will be disconnected, as we reserve the right to withhold our services.
For payroll queries that are not covered by us, please seek assistance from qualified resources such as,
