Frequently Asked Questions
For help on getting started with the system please see our getting started guide.Click on the questions to reveal the answers.
Getting Started
- What do you provide?
- How long does it take?
- How 'free' is the free trial?
- Is the trial version the full version?
- Why should I use an online payroll system?
- What are the common mistakes made by new customers?
- What is PAYE?
Security and Privacy
- What is your privacy policy?
- Is the personal information on your server secure?
- Where are your servers located?
Cost and Payment
- How much does it cost after the trial ends?
- How come you are so cheap?
- If I need weekly payslips, will this increase the cost?
- How do I pay you?
- How are the charges worked out if I have more than 5 employees?
- If I add more than 5 employees and some leave, will I still be charged for the leavers?
- Can you send me invoices?
- Do your charges include VAT?
Computer/Browser Requirements
- What software do I need to install, or minimum requirements?
- Can I use an Apple Mac or Linux computer to access the site?
- How can I switch off autofill in Safari?
- How do I stop Safari chopping off the top of the P45 or P60 when printing?
- Why don't you support the other versions of Firefox?
- What is the best way to print PDF documents?
Features and General
- Do you have HMRC accreditation / recognition?
- Which specific tax features do you support?
- Do you support the Construction Industry Scheme?
- How do I use a salary sacrifice scheme, such as childcare vouchers?
- What do I do when the tax rates and limits change?
- What do your finished payslips look like?
- Which method do you use for tax and NIC calculation?
- How do I pay HM Revenue and Customs?
- How can I claim the employment allowance?
- What is the difference between plan 1, plan 2 and plan 4 student loans?
- What is the apprenticeship levy?
- Can I pay my employees through your site?
- How do I enter sick days?
- How do I enter details of previous sick periods?
- What is a qualifying day for Statutory Sick Pay?
- How should I set up Shared Parental Pay?
- Can I email payslips to my employees?
- What do I do when an employee leaves?
- How can I pay an ex-employee after I have processed them as a leaver?
- An ex-employee has just rejoined the company. How should I enter them on The Payroll Site?
- What should I do about workers who are not paid regularly?
- Can I sign up for more than one account?
- How do I print an old payslip?
- How can I change the salary, pay frequency and court orders?
- How can I show the hours worked on the payslip?
- Can I add overtime and holiday pay to the payslip?
- Can I put expenses on the payslips?
- Can I calculate wages for more than 5 employees?
- What paper do I need to print my payslips on?
- Do I need to send the 'working sheet' page or P11 to HM Revenue & Customs?
- How can I get a report for a specific group of employees?
- Why is it important to get the employee's personal details right?
Accounting
- How can I transfer my pay run figures to my accounting system?
- How do I export my pay run figures to KashFlow?
- How do I export my pay run figures to Xero?
- How do I export my pay run figures to Sage Business Cloud / Sage One?
- How do I export my pay run figures to Sage 50, 50c or 50cloud?
- How do I transfer my pay run figures to Business Accountz?
- How do I export my pay run figures to QuickBooks Online?
- How do I export my pay run figures to QuickFile?
- How do I export my pay run figures to FreeAgent?
- What is a nominal account?
- Can the reports be transferred into Excel to make my end of year accounts easier to complete?
- If I use your service, do I still need my accountant?
Pensions and Automatic Enrolment
- How do I set up pension schemes?
- Should directors be automatically enrolled into a workplace pension?
- Which auto enrolment pensions can I use?
- What are the Entitled Worker Actions?
- What are the Non-Eligible Jobholder Actions?
- What are the Eligible Jobholder Actions?
- What are the automatic re-enrolment checks?
- What are qualifying earnings?
- What are the pension contributions for auto enrolment?
- What pension contributions are made for a partial period when an employee is first enrolled?
- On the 'Auto Enrolment' page, what does the 'Action Complete' button do?
- What does the 'Mark as Done' button do?
- What pension contributions are made during maternity leave?
- How can I enrol someone in a NEST pension without an NI number?
- What is an ECON/SCON and where can I find details?
- Why did NEST Web Services reject my contributions file?
Real Time Information - RTI
- Can I use the system with Real Time Information (RTI)?
- I am getting error 1046 when I send data to HMRC. What could be wrong?
- When should I send an Employer Payment Summary (EPS)?
- What if I don't know the Payroll ID used by my previous system?
- Can I create a starter notification after sending an RTI submission?
- How do I operate Foreign Tax Credit Relief for appendix 5 employees working overseas?
- What are HMRC's reasons for late reporting of RTI?
- What do I need to do at the end of the tax year?
Troubleshooting
- I have lost my password and cannot access my account?
- What should I do if the figures are not what I expected?
- I no longer wish to use the system. How do I cancel my account?
- How do I enter details onto the system when the box is greyed out?
- Why won't the system allow me to enter a date beyond the 5th April?
- Why are the period start and end dates incorrect?
- What happens if the tax figure on a P45 is wrong?
- Why is the employee's NI figure zero?
- Why is the director's NI figure zero?
- Why do I have two payslips with the same week/month number?
- What should I do when the HMRC Payments page shows I have 0.00 to pay?
- Why is the net pay negative?
- I have confirmed a pay run that was wrong - can I edit or delete it?
- Can I delete an HMRC payment?
- How do I stop the web address appearing on all my print-outs?
- Why are email payslips being rejected with a DMARC error?
- Why am I not receiving any emails from you?
- How do I contact HM Revenue & Customs?
- Why is statutory pay not added to the payslip?