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How do I contact Support?

Looking for billing help?

For all billing-related enquiries, please contact our Billing team at [email protected]. For all other support, you have the two options below.

Try Smart Search

Before you get in touch, try Smart Search – it gives you an instant, AI-generated answer to your payroll question using our help site.

Log in to SimplePay, and click the Question mark icon () > Support. Smart Search is at the top, under the Help Yourself heading. Unlike in a chatbot exchange, you get a single comprehensive answer.

Smart Search is currently in beta – click the BETA label to send us feedback, or rate any response with the Thumbs up () or Thumbs down () icon.

Email

There are two ways to email Support:

  1. When you are logged in to the system, you can send an email from the Support page (Question mark icon () > Support > Send an Email).
  2. If you can't log in to the system, send an email to [email protected].

Granting access

If you email us from the Support page, you can also grant us read-only access to your data for 48 hours. This is optional and can be useful, especially if having access to your data will help us investigate and resolve your issue faster.

You can read more about this here.

Chat

When you are logged in to the system, you can start a chat with a Support agent from the Support page. More information is available here.

Chat availability

Chat support is available only during certain times, namely, from 09:00 to 17:00, Monday to Friday, excluding public holidays. You are welcome to email us outside of these times instead, and we'll get back to you as soon as possible.