Emergency After Hours Support

Contact Emergency After Hours Support

iPayroll operates a cost effective after hours helpdesk for urgent matters. Please note we cannot process banking files on weekends or public holidays as the banks are not open for these services.

Rates for After Hours Support. Minimum Charge: $75.00 plus GST

Before phoning the after-hours service you may find the following Frequently Asked Questions (FAQ’s) answer your question:

"I didn’t realise a Public Holiday meant that I would have to run my payroll earlier than usual and I have missed the cut-off time. What should I do?"

Change the payday to a later date then Open your Payroll and complete the payroll input. If you are happy to pay staff on this (later) payday then confirm the payroll.

If you need the payroll processed earlier, still complete the payroll input but do not confirm the payroll. Instead phone the helpdesk during business hours on the next business day for assistance. Some special banking arrangements may need to be applied.  We cannot process banking files on weekends or public holidays as the banks are not open for these services.

"I forgot to do the payroll and payday is tomorrow. What should I do?" 

Change the payday to a later date then Open your Payroll and complete the payroll input. Do not confirm the payroll. Phone the Helpdesk during business hours on the next business day. Ask for a "Same Day Cleared Payment". Subject to banking arrangements held on your account we will process a SDCP which will mean staff will have their net pay in their accounts within 2 hours approximately. Additional charges for a SDCP are: $35.00 + $4.50 per bank transaction plus GST.

"I am going to be away for the next few weeks and need to do my payrolls in advance. I am doing them at the moment and will be unavailable from tomorrow for a period of time. What should I do?" 

Open the pay, complete the payroll input and confirm the pay. Then phone the after-hours number (if you cannot call the next day during business hours) and ask to have the current pay "Closed In Advance". This will enable you to process another payroll immediately. Please note once a payroll is "Closed in Advance" we cannot change it in any way.

"One of my employee's has not been paid"

Check the employee's bank account in the Personal details area first. If it is not correct, change it. Phone the helpdesk during business hours to discuss redirecting funds. If it is correct, please check with other employee's, as the banks process at different times. Check your company bank account for debits. As iPayroll cannot predict processing times it may be later than normal on this day. 

If you need to contact our after-hours support, please log in to your iPayroll account and quote your 5 digit Organisation Username when you phone:

(09) 972-9825  (Please note after hours charges as specified above will apply).

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