• Madison La Pira

Subscription FAQ's

Updated: Oct 29

PayRoller will be starting the introduction of subscriptions to existing PayRoller users from Tuesday 2 November 2021.


We’ve received several enquiries for additional information and we’ve put together the below responses to address the points that were missing from our initial communications.


What does this mean for your business?


You will still have access to your PayRoller account on the web app, view existing pay runs and generate reports. You will be asked to subscribe when you try to create any new pay runs, edit and resubmit pay runs, submit superstream, and use the Xero integration on the web app from Tuesday 2 November 2021.


Our PayRoller mobile app is free, and if you have already signed up on the web app, all your data will be available on the mobile app when you log in.



As an employer or agent, when you next log in and make a pay run, you will be asked to choose your subscription type and the number of employees for your subscription before you submit that pay run. You will then need to enter your card details to activate your subscription. Your card will be automatically billed at the start of the billing cycle that you choose (each month or each year).


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


If employers are paying for their subscription, they will have the ability to customise the type of access their agent will have over their PayRoller account. Customisation includes limiting agent access only to submit pay runs or allowing your agent to have access to customise the subscription as well. For employees on the web app, you will be able to customise their status to indicate whether they are active and to be included in subscription or inactive or roster only to not be included in subscriptions.


Subscription Questions


Q: When will I have to pay?

A: You will be billed when you create your first pay run, edit/resubmit a pay run, use superstream or the Xero integration on the web app starting on Tuesday 2 November 2021. If you do not need to do any of these until a later date, you do not need to purchase a subscription until then. 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 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.


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: 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 your first pay run, edit/resubmit a pay run, use superstream or the Xero integration on the web app.


Q: What are the fees involved?

A: Annual Subscriptions are the equivalent of $1.99 per employee per month, and Monthly Subscriptions are $3.99 per employee per month, subject to the minimum transaction value. With an Annual Subscription, you are getting about a 50% discount compared to the per-user cost on a Monthly Subscription.


Q: What is the minimum transaction value?

A: The Minimum Transaction Value (MTV) is the minimum charge for your subscription based on your selected Billing Schedule. Minimum Transaction Values are indicated on your Subscription Management page and the Payment Summary when you checkout.


Annual Subscriptions are the equivalent of $1.99 per employee per month, and Monthly Subscriptions are $3.99 per employee per month, subject to an MTV. With an Annual Subscription, you get about a 50% discount compared to the per-user cost on a Monthly Subscription.

The MTV applies to each Subscription. For a Monthly Subscription, the MTV is $11.99 per month and for an Annual Subscription, the MTV is the equivalent of $8.99 per month. Subscription fees are required to be paid in advance.


You can change your Billing Schedule from Annually to Monthly or Monthly to Annually at any time. When you change your plan, your current plan will last until the end of your current Billing Schedule and then the rates of your new Billing Schedule will activate.


Q: How much do I have to pay on an annual subscription and a monthly subscription if I am an employer with 1-4 employees?

A: If you have 1- 4 employees on the annual subscription you will be under the minimum transaction value so your subscription will be the equivalent of $8.99 per month. Any business with 5 employees and above will pay the equivalent of $1.99 per employee per month on the annual subscription.


If you have 1-3 employees on the monthly subscription you will be under the minimum transaction value so your subscription will be $11.99 per month. Any business with 4 employees and above will pay $3.99 per employee per month.


Q: I only have 1 employee. Is there a free option for me?

A: You can use the PayRoller mobile app for free but you will have to pay for a subscription 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.


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 from Tuesday 2 November 2021.


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 Subscriptions 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 MTV, 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 subscription 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 and want to cancel, you will go to the Subscription Management section in Settings and deactivate your subscription to prevent future charges.


Q: Do I have to pay for rosters and timesheets?

A: Rosters and timesheets are available under the free plan on the PayRoller web app.


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: Subscriptions are still applicable for those that have a WPN. STP reporting for WPNs will be made available with the transition to STP Phase 2 in January 2022.


Q: Why aren't I receiving responses for my questions on support?

A: We’ve been made aware that some of you haven’t had a response yet. Please be patient as we currently have a very high volume of inbound messages that we are responding to. The current version of our customer support platform is good but because it is a live chat sometimes the responses can take longer than you want and it reverts to an email if you, as a user, leave the window. This requires your email address to be correctly entered. Sometimes there are typos in the email address and sometimes an email isn’t entered which drops the conversation and we are unable to respond

As a result of introducing subscriptions, we will be upgrading our support platform with additional features to handle conversations and enquiries in a way that the conversations will be better supported.


Q: I’m a not-for-profit and I don’t have a credit card, can you accept any other forms of payment?

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 free, and 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 your free 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: Do you have any plans for monetising the mobile app?

A: Not at this time.


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.


Agent Questions


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 SuperStream 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 transaction value or are all clients included in the minimum transaction value?

A: Each client will be subject to the minimum transaction value.


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.

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