12pay Reviews 22

Can’t get support from them.
They don’t answer the questions we ask and refuse to allow telephone contact.
Does anyone have a phone number for them?
After many years will be cancelling our contract

I called today at 2pm. on 22nd Nov 2023o get some support. I have severe dyslexia and needed some support for my PAYE.
An awful man who was not very helpful, kept repeating himself and getting angry. I said I have dyslexia can you slow down he didn’t say anything. I even told him the options I could see on the computer and he was just so angry. I said I’m a dyslexic customer can you help me and he just kept repeating the same thing. Who employs people like this in 2023.
I asked to speak to another person he said I am the only one here. Asked to speak to a manager was told no one here. Would not give out his first name as well.

I hope the management read this review and contact me before I speak to the FCA and watchdog

12Pay used to be a great small company to deal with, when they had an office in Reading and you could speak to a knowledgeable technical support colleague. However since they have been acquired by Iris, the service is appallingly bad, they have removed the support phone numbers from their website and make it as difficult as possible for customers to resolve issues. Every year we have problems with them. Perhaps time to find an alternative payroll solution?

When I call 03448155545 it says wrong number! I needed to renew the bureau Licence. If I could switch to an alternative supplier I would. Is it easy to switch now we have to do DEC payroll run?

I recently paid the fee to add the AE module but it does not interface with Nest pensions and does not deduct the correct amount. Despite numerous emails I cannot get a response. Since posting this review I have made countless attempts to make contact without success. As this is now a matter of some urgency I am in the process of joining another payroll company. 12pay owe me a years subscription for their AE module which does not work and was installed less than two weeks ago. My experience with 12pay has caused me some serious distress. I shall be writing to their registered office requesting a refund- £79.00 I don't expect them to respond but maybe a summons from the small claims court will help.

I would give this company zero stars if it was possible. Their customer service is pretty much non existent. You cannot speak to anyone on the phone. Everything is done via email which can takes DAYS!! They are so slow to respond even if the matter is urgent! Definitely will not be renewing when my licence runs out.

Crap customer service - Agents do reply but only by email. Emails often go back and forth. A simple phone call for 5 minutes would have resolved situation. Absolutely no chance of getting in contact with 12 pay by phone, no matter what time of day you call, you always get the same message "all our agents or business"????

Absolutely appalling support. I had trouble submitting my payroll & didn't get paid as a result. Emailed & called support which were completely useless. When I told them I was going to stop using their software, the support guy just sat in silence. Don't bother using them, will be switching payroll software.

No Support , I have tried to speak with them umpteen number times e mail not answered . I have been with them for 8 years no a chance in hell will I use them once the current licence expires.

VAT invoice is wrong and no support.
We have been using the software for 6+ years. I renewed our licence this year, and the VAT amount on the invoice is wrong, however can you trust a company for your payroll software if they want calculate the VAT on an invoice correct? 3+ weeks of trying to get in touch and still no answer.
I have also noticed that they have not renewed our licence correctly, they have renewed from the date I paid rather than from the date the previous licence expired.
Have have always recommended 12Pay, but now DONT USE THEM UNLESS YOU WANT A COMPANY THAT DOES NOT OFFER SUPPORT AND GETS THINGS WRONG.

Been using for over 3 years now software gives errors. Sent two emails for support no answer. Telephones do not get answered. Rubbish Customer Support!!!

I use 12pay past 6-7 years. Software is ok but customer service is extremely bed. Each time I try to install software on new PC there is problem and need to contact 12pay. I called them 50-60 times with no answer. Then I send email with note URGENT and I get useless answers such as : please reinstall software.
I informed them I can't install it so if is not install how can I reinstall.
That clearly means they even don't read email properly just sent anything.
I give them my mobile number and ask them to contact me but they don't want to waste their time on the phone.
DON'T USE 12PAY AS YOU HAVE MORE MUCH BETTER OPTIONS ON THE MARKET.

lost count of the amount of times I've emailed and called to resolve a problem, moving to another provider as soon as.

Will be moving my clients away from this company ASAP. They don't even respond to email support. Will definitely not be transferring to 12pay's owners who are IRIS.

software not bad and reasonable price but cannot renew my licence. awful support. cannot speak to anybody, the "so-called" telephone support number is not answered and eventually you get cut-off. email support is not good either as payroll is very important and you can never get to talk to anybody. If you need payroll support then find a company with telephone support.

We had trouble moving forward with paying staff wages for May. We tried calling 12 Pay, no one to take calls.. told to email. We emailed and no one got back to us despite us stating it was urgent. Emailed a second time, again stating the urgency and the fact that staff will not be getting paid. Still no response!
Absolute joke of a company. NOT RECCOMENDED!

What rubbish support, so much for providing furlough scheme information, nothing to be seen.
Since the IRIS involvement they are appalling...
Avoid at all costs, I will be moving for the next tax year.

We've been using 12Pay for many years now. The support has gone from very good to appalling. I needed help with processing furlough payments which wasn't covered by their PDF instructions, so I emailed their support department. No response. So I tried phoning but just got a recorded message telling me to email them, and then it cut me off. I emailed 3 times and still got no response. In the end I just had to process employees the way I thought best. They used to have a forum that was realy useful and their support department would reply to questions quickly, but that forum has been removed. This has all happened since the company got taken over by Iris software. Are they trying to force users to switch to their main Iris software package? I won't be. Infact I am now going to look at other payroll providers.

Its a real shame as the software is good, simple to use and affordable.

If you're looking for a new payroll provider, I would avoid 12Pay.

Support has gone from excellent to abysmal, I have called for over an hour on a number of days and no response, It just plays a recorded message twice and then hangs up on you the rudest type of call handling imaginable.
Because we could get answers to our calls we booked a support call back via the web site, they arranged a time and then never called or emailed back.
Small business people do not spend all day sat at a desk, we wear many hats and our time is important, pay roll is now more complex than ever and timely support is critical.
From being a great advocate of this software and support, I will now be switching my companies in April to a better supported package..

Has anyone ever managed to speak to 12Pay on the phone? I can't believe that all staff are on other calls each time I try to speak to them. Emails take forever for a reply. Urgent problems need solving immediately not in 5 days!