Please refer to our FAQs in the section relevant to you below:
Subscription Questions for Employers
Q: When do I pay for a Payroller subscription?
A: When you create a pay run, edit/resubmit a pay run, use superstream or the Xero integration on payroller.com.au.
Once you enter your card details, you will automatically be billed every month or year depending on your subscription. Fees are required to be paid in advance.
Q: How do I pay for my Payroller subscription?
A: When subscriptions are live on your account, select the plan and the number of employees that you want and input your card details. Your card will be charged at the start of each billing cycle.
Step 1: Log in to payroller.com.au
Step 2: Select ‘Upgrade your plan’.
Step 3: Select Yearly or Monthly plan and Select ‘Subscribe Now’ to begin.
Step 4: Fill out the number of employees and your payment details.
Step 5: Once you are happy with the details select ‘Confirm’.
Q: Will my card be automatically charged each billing cycle?
A: Yes. If you need to adjust or cancel your plan, you must do so before the next billing cycle to avoid having the fees charged for that period.
Q: Why was my card automatically charged, I did not authorise this.
A: Subscriptions are set to auto-renew at the end of the billing period unless cancelled prior to renewal. You will need to make sure to cancel the subscription prior to renewal to avoid being charged.
Q: Will I be able to access my historical pay runs if I don’t buy a subscription?
A: Yes, you can access all historical pay runs and reports. You will only have to pay if you create a pay run, edit/resubmit a pay run, or use SuperStream or the Xero integration on the web app.
Q: What are the fees involved?
A: Please refer to your billings page on Payroller to get the exact pricing. With an Annual Subscription, you are getting about a 50% discount compared to the per-user cost of a Monthly Subscription. Pricing is subject to a minimum spend.
Q: What is the minimum spend?
A: The minimum spend is the minimum charge for your subscription based on your selected Billing Schedule. The Minimum spend applies to each Subscription. Please refer to your billings page on Payroller to get the exact pricing.
Q: How much do I have to pay for an annual subscription and a monthly subscription if I am an employer with 1-4 employees?
A: If the cost of the total number of employees is less than the minimum spend you will need to pay the minimum spend amount. If the cost is higher than the minimum spend than the per employee per month cost will apply. Please refer to your billings page on Payroller to get the exact cost.
Q: I only have 1 employee. Is there a free option for me?
A: You can use the Payroller mobile app for free if you are an employer with one employee. You will have to pay for a subscription if you have more than one employee or if you want to use the web app to create any new pay runs, edit and resubmit pay runs, submit superstream, and use Xero.
Q: What will I have access to if I don’t pay for a subscription?
A: Payroller provides a large number of features for free, including the Payroller Mobile App for employers with one employee. You will still have access to your Payroller account on the web app to view existing pay runs, generate reports, and use timesheets and rostering. You will be asked to subscribe when you try to create any new pay runs, edit and resubmit pay runs, submit superstream, and use Xero on the web app.
Q: When I pay for a subscription will I get an invoice?
A: You will be asked to enter your credit card details and your card will be charged at the start of each billing period. Any payments for subscriptions will generate an invoice that you can download from your Billing page under Settings.
Q: What happens if I hire a new staff member halfway through my annual subscription?
A: You will be charged a pro-rated annual subscription rate for that new staff member for the time remaining on your annual subscription. If you remain under the Minimum spend, no additional charges will apply.
Q: What happens if I need to remove an employee in the middle of an annual subscription?
A: When you pay for an annual subscription you will be paying for the number of employee seats upfront for the whole year. When you bring in a replacement for them that replacement will take up the existing seat.
Q: Not all of my employees work each month and the number of staff I pay varies throughout the year. What options are available?
A: If you want to pay monthly, you can adjust the number of employees you are paying for in your Billing settings. You can also mark your employees as Inactive or Roster Only to avoid being billed for them. If you want to pay annually, you can include as many employees in a pay run as you have paid for in your subscription. For example, you might have 10 employees but only 5 of them work in a month. In this case, you can pay for 5 employees and mark the ones that aren’t being paid as Inactive. By rotating who is active and inactive you can save yourself on your subscription fees.
Q: Is there a credit card surcharge on subscriptions?
A: No, there is no credit card surcharge on subscriptions.
Q: When I subscribed I received a $0.01 charge on my account, what is this charge?
A: This is an authorisation charge to verify your card by our payment gateway Stripe and will be returned shortly after it has occurred.
Q: If I have stopped using Payroller, will I be charged any fees?
A: If you have not yet subscribed to a paid plan, you will only have to pay if you create/edit a pay run, submit STP, use SuperStream, or the Xero integration.
If you have paid for a subscription you will need to make sure to cancel the subscription before the renewal to avoid being charged.
To cancel
Step 1: Go to ‘Settings’.
Step 2: Select ‘Billings'.
Step 3: Select the three dots next to your subscription.
Step 4: Select ‘Cancel Subscription’ to prevent future charges.
Q: Do I have to pay for rosters and timesheets?
A: You do not need to pay for rosters and timesheets, this is available for free on the web
Q: If I submit quarterly, do I have to pay for all three months or can I just pay for the month that I submit it?
It’s up to you how you want to handle it and you should compare the plans to understand which subscription best suits your situation. With an Annual Plan, you get a strong discount and you don’t have to worry about managing your account by turning it on and off. Under a Monthly Plan, you pay just for the month you submit your pay run, but you are priced at a higher rate and you need to closely manage how many employees are active and adjust it each month.
Q: How do subscriptions work for users with a WPN?
A: Payroller does not have STP reporting facilities available for WPNs. If you wish to use Payroller to generate payslips for your employees as a WPN you will need to subscribe.
Q: I’m a not-for-profit and I don’t have a credit card, can you accept any other forms of payment?
A: When you pay for Payroller the checkout accepts debit credit cards, like Debit-Visa or Debit-Mastercard. The bank that holds the bank account for your NFP should have issued you an access card that is a debit-credit card for situations like this. You can use this debit-credit card for your Payroller subscription.
Q: If we opt for the annual subscription but choose to cancel before the year-end, will we get a pro-rata credit?
A: You can cancel your plan at any time. When you do, your current plan will last until the end of your current Billing Schedule that you selected when choosing your plan.
Mobile app questions
Q: If I have an account on the Payroller web app how do I switch to the Payroller Mobile App?
A: Our Payroller mobile app is included in the web subscription. If you have already signed up on the web app, all your data will be available on the mobile app when you log in using the same login you use for the web app.
Q: What are the differences between the Web App and the Mobile App?
A: The following features are only available on the Web App: reports, agent portal, timesheets, rosters, accept/reject employee leave requests, JobMaker, finalise STP, Xero integration and superstream. However, besides the Xero integration and SuperStream, you can access all of these features for free, regardless of whether you have a paid subscription.
Q: Can I run STP on mobile? Are there any issues with complying with STP rules with the ATO using the mobile app?
A: Payroller Mobile is compliant with STP rules with the ATO and you can run pay runs and report STP through PayRoller Mobile.
Q: Finalise STP is not available on the mobile app, how do I finalise STP for the end of the financial year?
A: You can finalise STP on the web app as this functionality is still available on the lite version. This functionality is currently being built on the mobile app and will be available before the end of the financial year.
Q: What devices can I use the Payroller app on?
A: You can use the app on a mobile device or a tablet device. Our app is available for download on the Apple App Store and Google Play.
Q: If I use the mobile app, can my accountant access my payroll reports?
A: Yes, if you have the app version, your connected accountant will still be able to access your payroll reports. However, if your accountant attempts to run a pay run, submit STP, use SuperStream or the Xero integration, they will be asked to subscribe
Q: I’m currently using the mobile app. Can I still access the Reports on the web app if I am on the Free plan?
A: Yes, the reports feature on the web app is available on the Free plan.
Q: I live overseas and can’t download payroller from the app store, what can I do?
A: Please reach out to us at hello@payroller.com.au and we will send you a file for you to access the app.
Questions for Agents
Q: As an agent can I subscribe for my clients?
A: For our agents, you can do any of the following:
Invite your clients (employers) to pay for the subscription
Enter their details for them
Enter your own credit card details and charge them yourself
Q: As an agent can I make a pay run for my clients on the Web App if they haven’t subscribed yet?
A: No, they must be subscribed. You can either manage the subscription yourself or ask them to fill out their details.
Q: If I am an agent and my clients are using the mobile app, how do the subscriptions work for me?
A: You can access all of your clients’ reports and see their payslips but you will not be able to create/edit a pay run, submit STP, use SuperStream or the Xero integration on the web app for them.
Q: Can agents use the mobile app?
A: You can use the mobile app to manage your own business and payroll but there is no agent portal on the mobile app. As an Agent, if you just use Payroller to view your clients’ reports, you can still access them for free from the Payroller web app while your clients use the mobile app.
If your client’s account is not subscription activated, you won’t be able to create/edit a pay run, submit STP, use Superannuation or the Xero integration from the web platform and you will be asked to subscribe.
If an Agent version of the mobile app will be a major improvement for you and help you in running your client accounts, please add this to our feature request board (https://payroller.nolt.io/) and we can prioritise it in our next build.
Q: I’m an agent with multiple clients under my agent portal. Does each client pay the minimum spend or are all clients included in the minimum spend?
A: Each client will be subject to the minimum spend.
Q: I have been running my clients on the agent portal and I want to move my clients onto the mobile app. Is there a way I can gain access to their login details so I can set them up?
A: If you put through an email recovery request to hello@payroller.com.au, the support team will undertake some verification steps to ensure account privacy and security. Once this has been verified, we should be able to recover these for you.
Discover more tutorials & get the most out of using Payroller
Get started with setting up Single Touch Payroll (STP) with our simple user guides. Signing up for a Payroller subscription gives you access to all features via the web and mobile app.
You can also invite your accountant or tax agent to help you manage your business payroll with our step-by-step guide.