# Page 10 | PrimePay Reviews 2026. Verified Reviews, Pros & Cons | Capterra

> Page 10 - Is PrimePay the right Payroll solution for you? Explore 381 verified user reviews from people in industries like yours to make a confident choice.

Source: https://www.capterra.com/p/156904/PrimePay/reviews

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PrimePay

4 (381)

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Last updated March 13th, 2026

# Page 10 - Reviews of PrimePay

## Showing most helpful reviews

Showing 226-250 of 381 Reviews

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Most Helpful

Rating

Company Size

Reviewer's Role

Length of Use

Frequency of Use

MBB

Marie Belloto B.  
CPA  
Accounting  
Used the software for: 2+ years

### "Change and the Character to Adapt"

March 14, 2022

1.0

We worked with Prime Pay under the umbrella of a larger organization - however we ran payroll as a separate entity with a separate employer ID # and paid them separately. The organization decided to change, so our last payroll was Friday - March 4. Our logins were cutoff apparently last week and we no longer have access to our reports - It is Monday March 7. I am a CPA in public accounting and I have NEVER seen a payroll company cutoff a customer from obtaining reports even in some of the most unusual circumstances after a final payroll. This tells me about the integrity and character at the top of this company. As a CPA I have a 3 year record retention requirement. I would never refer this company based on this experience. Shame on them.

Pros

No Comment Nothing Questionable Integrity

Cons

If you plan to transition to another payroll company - One can always tell the integrity and character of an organization when you leave a company, what the response to the change is. We have choices - we can retain our integrity, character and professionalism with the many companies that were part of the payroll process or we can spite them and cutoff access to reporting.

Review Source

Deborah G.  
Owner  
  
Used the software for: 2+ years

### "Excellent"

January 23, 2018

5.0

They help keep my client's businesses successful. Prime Pay Payroll Service's Reports and Web Site are easy to use.

Pros

As a Sole Proprietor Certified Public Accountant, I have many small business clients. All my clients use Prime Pay Payroll Service. Prime Pay is very easy to work with. Prime Pay works with me to deal with all payroll issues that happen during each fiscal business year.

Review Source

VR

Verified Reviewer  
Administrative Assistant  
Construction  
Used the software for: 1-2 years

### "Customer Service is disappointing."

February 6, 2019

3.0

I was happy with the service until I needed help. At that point I no longer trusted your product. People cannot be expected to know every single protocol your company may have. Especially when just trying to reset a password. I have given my score due to the obnoxious treatment from customer service and the lack of information available.

Pros

I was really excited to use this program. Everything was set up to make perfect sense.

Cons

Calling customer service as an employer is impossible. They will let you know immediately that they will not help you, and they will ask you to call your employee. As soon as they know you are an employee they will refuse to answer any basic questions. I asked for a better contact for my employee

Review Source

Response from PrimePay

February 11, 2019

We are so sorry to hear you've had a bad experience. We'd like to do our best to resolve this for you. Please email socialmedia@primepay.com with your full name and business name and we will have someone from our leadership team reach out to you.

SW

Susan W.  
Business Manager  
Education Management  
Used the software for: 2+ years

### "Great tool for our School"

February 22, 2019

5.0

PrimePay improved the efficiency of our payroll saving the school time and money. We are very happy that we made the change to PrimePay.

Pros

The online platform makes it very easy to do payroll in a timely and accurate manner. Prior to converting to PrimePay we used a call in method and input errors would occur that we would not be made aware of until we received the printed copy of the payroll with the checks so correcting errors was always a time consuming process. By having the ability to enter payroll online and check the reports prior to submitting those errors are eliminated. The support staff can address any questions or issues before submission and they are very helpful. The move to direct deposit for all pay was also great.

Cons

The only real oddity is that some of the reports round the number of hours to 1 decimal. For example, 8.25 hours would show as 8.3 which does not make sense from a time recording standpoint. The platform did not start out that way but after an upgrade by PrimePay the reports changed to that odd format.

Review Source

Response from PrimePay

February 27, 2019

Thank you so much for your thoughtful and informative review, Susan. We are so glad to see that we have been able to save you both time and money while providing you with a reliable and accurate service. We highly value this feedback and will continue to work toward improving our platform. - Team PrimePay

MM

Michael M.  
Administrative Officer  
Retail  
Used the software for: 2+ years

### "A customer for almost 20 years."

November 29, 2023

1.0

I have been with PrimePay since 2003. Since that time, they have been what I needed for operating many small businesses. Since that time, they have consolidated & changed. Over the past year, their platform & process has changed. They have tried to make everything automated & have removed specialists who worked primarily with an account.

Pros

The reports are accurate & what I need. Taxes are filed & paid on time.

Cons

No customer service. Everything is now automated. It is almost impossible to get a live person to give you an answer.

Reason for choosing PrimePay

Great service & affordable. Accurate reports.

Review Source

Gregory W.  
Customer Service Manager  
  
Used the software for: 2+ years

### "always great fast service"

January 24, 2018

5.0

ease of use, great support

Pros

software is user friendly the implementation was quick, training was well organized, and questions were handled effortlessly

Cons

there are no real issues other than reporting of labor dollars by job type broken out to multiple departments with associates that work varied departments

Review Source

SS

SUSAN S.  
Director of Finance  
Education Management  
Used the software for: 2+ years

### "POOR CUSTOMER SERVICE"

February 9, 2021

3.0

HORRIBLE CUSTOMER SERVICE - we have billing issues that never get resolved, we have employees who were issued erroneous W-2s in 2018 which have not been resolved. This has also resulted in an IRS lien for taxes we do not owe. Customer service does not respond to most calls and/or email. When they do, it's after multiple attempts but never a resolution even when they say they will take care of it. It was never great - even before covid but has gotten worse. You've had almost a year to figure this out.

Pros

It is a good basic program but missing reports/ fields and capability offered by other providers

Cons

Lack of certain reports and capabilities and POOR CUSTOMER SERVICE (see below).

Reason for choosing PrimePay

This was here when I arrived during 2017. With the poor customer service will be looking to switch for 2022. Have a number of options in mind.

Review Source

Response from PrimePay

February 12, 2021

Hi Susan! Thank you so much for your thorough review. We apologize for the experience you've had with customer service, and will be sure to use your feedback to improve our efforts moving forward. We'd like the opportunity to learn more about your specific situation to make things right. We will be sure to escalate your feedback to the appropriate party to ensure a better experience for you.

WR

Will R.  
COO  
Retail  
Used the software for: 2+ years

### "Total Incompetence, Technical Reporting Glitches, and Abysmal Non-responsive Customer Support"

August 29, 2023

1.0

Pros

Nothing besides that it paid our employees

Cons

The reporting system portal and the entire company and support team is totally antiquated, incompetent, and will surely fail and shut down entirely in the next few years as all their customers continue to migrate to better, cheaper options as we did after repeated unacceptable instances of being ignored by their support team, from which we could not even obtain a report we needed for an audit deadline (which in other payroll services is readily available via self service)

Review Source

TP

Thomas P.  
Orion Sales Manager  
Insurance  
Used the software for: 2+ years

### "PrimePay Review "

September 12, 2019

4.0

The team we work with at PrimePay are amazing and very helpful when we have compliance questions or issues in general.

Pros

We use PrimePay for all services they offer but majority of our business is with COBRA administration. They make the COBRA event process seamless and handle all communications between the employee/insurance carrier/employer, which means our job is pretty much done once we enter the employee in PrimePays portal

Cons

The lag time between an employee electing COBRA coverage with Primepay and Primepay enrolling the employee in COBRA continuation coverage.

Review Source

Response from PrimePay

September 13, 2019

Thank you so much for your kind review,Thomas. We're so glad to hear that you've enjoyed working with our team. We look forward to continued success together!

SR

Steve R.  
CFO  
Human Resources  
Used the software for: 2+ years

### "Swipeclock software"

August 2, 2019

4.0

The software is allowing us to meet DOL requirements for exempt and non-exempt workers.

Pros

It is nice that our employees can login and out remotely. Also, the ability to edit "punches" allows for flexibility in workdays to record compensable time.

Cons

PTO approval process after the fact (ie. someone is ill so doesn't request time off in advance because they don't know they will be ill) is clunky.

Reason for choosing PrimePay

We have payroll services with Primepay so the potential integration of the timekeeping system made sense.

Review Source

Response from PrimePay

August 6, 2019

Thank you for your review, Steve! We are so happy to see that you like the capabilities of Swipclock. We will be sure to share your sentiments with our team! Have a great day. - Team PrimePay

AK

Adarsh K.  
Project Manager  
Computer Software  
Used the software for: Less than 6 months

### "Very Very unsatisfied"

April 27, 2023

1.0

Very Very unsatisfied

Pros

Nothing. worthless service. Unsatisfied, no proper customer support. completely worthless

Cons

I am still getting the error message "Your session has expired. Please login to continue working", as you can see in the screen-shot below.I have reset my password, I have cleared my browser but nothing is happening. Can you fix this issue so that I can download my pay statement, PLEASE

Review Source

VR

Verified Reviewer  
Administration  
Events Services  
Used the software for: I used a free trial

### "Payroll "

June 5, 2023

5.0

I haven't had a charity yet at the moment

Pros

Your system's prose is easy to use but a bit slowMore however I recommend it

Cons

The proseso in the use of the system are easy to use but it lasts a little the entry into the system

Review Source

FP

Frank P.  
president  
Food & Beverages  
Used the software for: 2+ years

### "New Leadership, higher prices, no negociation - client for 20+ leaves Primepay"

October 12, 2023

3.0

Pros

my contact representative was very good.

Cons

Pricing is out of control and they don't value a 20+ year customer to even come close to other competitor payroll providers. was willing to pay a little more not to leave, but they would not negociate. Primepay i'm paying $450 per month (new pricing - old pricing was $230/m). New company paying $220/m. I begged to talk to someone in leadership not to leave, but could not

Review Source

RN

Rosalie N.  
Secretary/Treasurer  
Information Services  
Used the software for: 2+ years

### "retrieve tax information"

August 25, 2021

4.0

call in payroll is excellent...representative very helpful...your website leaves something to be desired.

Pros

good in most areas but TERRIBLE in trying to access up to date information on quarters completed on 940 and 941

Cons

terrible in access up to date quarters completed for 940 and 941 or other tax reported

Reason for choosing PrimePay

difficult website to navigate...primepay seemed easier but now having problem accessing up to date quarterly reports.

Review Source

Response from PrimePay

August 30, 2021

Hi Rosalie! Thank you so much for taking the time to write a review. We apologize for the experience you've had with accessing Form 940 and 941 data, and we will be sure to use your feedback to improve our efforts moving forward. We will be escalating your feedback to the appropriate party to ensure your issues are addressed. -Team PrimePay

VR

Verified Reviewer  
Owner  
Printing  
Used the software for: Less than 6 months

### "Still Has The Small Businessman In Sight"

January 17, 2019

5.0

You can reread my pros for the full monte, but my overall experience in a few words would be "awed by the friendly accessibility."

Pros

That I have found with PrimePay is not limited to the success of their software. While the software is great, it is the people element that I find so refreshing. I used two other well known payroll companies before discovering these guys. The biggest difference I have found is that unlike other payroll companies, they do not vanish once the sale is made. Today was a great example of their friendly demeanor. Even though I knew it was my own fault for not getting payroll in on time, Grace, an account specialist but not mine, cheerfully took my payroll via phone. Happily going the extra step she also took the information for my two new employees who will have their first checks delivered on time tomorrow morning.

Cons

What I like least about this software is my inability to find time to use it.

Review Source

Response from PrimePay

January 18, 2019

Thank you very much for your kind and thoughtful review. One of the most valuable things we can offer to our clients is our hands on, passionate client success team. We truly care about each and every one of our clients and whether you have one employee or 100, you will each receive a personalized and caring experience. Never hesitate to reach out to us if you have any questions or concerns. - Team PrimePay

VR

Verified Reviewer  
Owner  
Environmental Services  
Used the software for: 1-2 years

### "Good product and service"

December 18, 2018

4.0

PrimePay helped me when my account was hacked. They noticed that there was an unusual payroll run, and contacted me, which allowed me to stop payment on a fake payroll for over $60,000. They also assisted me when my former payroll company neglected to process my quarterly reports for the State properly and then refused to do anything about it. The Prime Pay rep helped me force the former company to own up to their mistake and pay the fines.

Pros

The PrimePay software is easy to use for the most part.

Cons

I wish you had an option for companies like mine that only run occasional payrolls.

Review Source

Response from PrimePay

December 20, 2018

Thank you for your honest review. We are so sorry to hear about your prior experience with your previous vendor, but are very glad to see that we were able to resolve your issues. If there is ever anything else that you need from us, please do not hesitate to get in touch. We are always just a phone call away. - Team PrimePay

VR

Verified Reviewer  
Business Manager  
  
Used the software for: 2+ years

### "I love PrimePay! It is an easy to use system that makes running payroll easy and fast."

January 23, 2018

5.0

It is really easy to use, and it doesn't take a lot of time to run payroll. Previously, we used ADP and it would sometimes take hours to run payroll. With PrimePay, sometimes it takes as little as 10 minutes!

Pros

I like that it is really easy to navigate, and running payroll can take very little time. It makes it easy to input lots of hours all at once.

Cons

It isn't very easy to verify all of an employee's data at once, since it is on multiple pages. There are reports that can be run, but so far I haven't found a way to get all of an employee's information in 1 place.

Review Source

AA

Ali A.  
manager  
Food & Beverages  
Used the software for: 2+ years

### "customer service "

December 31, 2019

3.0

software blocks too much access for a user to do what needs to be done and if you have a big problem expect it to take a long period of time and your employees not to get paid before they fix it even if it was due to there lack of communication.

Pros

at first it was user friendly with great customer service. now its all automated and there online reps are rude and act as if there above the customers concerns and do not try to help with there problems.

Cons

the software access for a user is very limited customer service is impossible to help with problems, reps do not want to listen to your concerns and when you ask for a superviser they put you on hold for extended time and argue rather then hear your problems to fix it.

Review Source

Response from PrimePay

January 3, 2020

We are so sorry to hear that you've had a bad experience. We'd like to do our best to resolve this for you. Please email socialmedia@primepay.com with your full name and business name and we will have someone from our leadership team reach out to you.

MA

Manuel A.  
Operations Manager  
Public Relations and Communications  
Used the software for: 2+ years

### "Payroll Processing, for Businesses that have "More Important" things to do! "

October 16, 2018

5.0

Takes all of the Payroll, Taxes, Deductions/Withholdings, etc., fears away! As a user, I have true confidence that all of my payroll actions are correct, and reporting /recording is accurate. The ready-accessible reports features are excellent. All supported by an expert staff, (should you ever need help) who is one phone call away.

Pros

User Experience (UX) design makes it so intuitive, easy and fast. once initial set-up, is complete. I can complete all of payroll processing in less than 30 minutes, on payroll day, and have accessible updated reporting, very just after. Every Team Member is knowledgeable, skilled and a pleasure to work with, (if, and when you need them!) But as the platform is well thought out, with "steps & prompts" to guide, it's very hard to mess up payroll processing!

Cons

The Prime-Pay Payroll Elephant...but I have grown to value and respect his important task!

Review Source

Response from PrimePay

October 17, 2018

Thank you very much for your thorough review, Manuel! We're so happy to hear that you're having a positive experience with us. Our goal is to give you time back in your day so you can focus on what matters most; your business. Thanks for being a part of the PrimePay family!

MB

Michael B.  
president  
Health, Wellness and Fitness  
Used the software for: 2+ years

### "Connection on the weekend is impossible"

March 7, 2021

1.0

Pros

Nothing.

Cons

You've got a new barrier to connect on the weekend. Someone had a "bright" idea. No support is available. It, supposedly, sends some validation code to email "on file". No idea where it went. In the meantime, I have no ability to connect. User name and password isn't enough? I never asked for validation.

Review Source

Response from PrimePay

March 10, 2021

Hi Michael! We appreciate your feedback and we're sorry to hear about your negative experience. We will be sure to use this feedback to improve our processes.

WK

Walter K.  
Quality Manager  
Plastics  
Used the software for: 1-2 years

### "Links don't work, can't even reset password. Tech support was no help. "

May 26, 2021

1.0

Well it was a good way to get my blood pressure up. Other than that the website is a total fail. I wouldn't have a job if my product sucked this bad.

Pros

Not one thing, the links they e-mailed don't work, can't even reset password. Tech support was no help they told me I needed to talk to my company administrator didn't even ask if I had an account set up already.

Cons

You could make it so people could reset there passwords, your links work that get e-mailed they take you back to the login page. Which is no help the if you don't recall your password. Tech support tells you have to get with your employer. He told me before I logged in that it probably wouldn't work... Shouldn't have wasted my time.

Review Source

Response from PrimePay

June 21, 2021

Hi Walter! We greatly appreciate you writing a review. We are sorry to hear that your experience didn't match your expectations, and we regret that we missed the mark. We value your feedback and will use it to enhance the user experience moving forward to ensure this doesn't happen again. -Team PrimePay

RS

Renee S.  
BOOKKEEPER  
Non-Profit Organization Management  
Used the software for: 2+ years

### "."

September 28, 2022

4.0

.

Pros

Very good customer service, they try really hard.

Reason for choosing PrimePay

.

Review Source

Gary S.  
Owner  
  
Used the software for: 2+ years

### "I have been a PrimePay client for over 10 years. We love their customer service."

January 23, 2018

5.0

Pros

I use PrimePays services to run my payroll, to pay my payroll taxes and to keep track of employee benefits such as sick hours, vacation and medical and supplemental insurance premiums, They make it easy to look up records and download information 24/7/365. Also in 10+ years with Primepay I have only had TWO different representatives handling my account. I love having someopne who knows and cares about me when I call for help!

Review Source

Jonathan L.  
Vice President of Business Operations  
Government Administration  
Used the software for: 2+ years

### "Great Service and Support"

December 18, 2018

5.0

PrimePay is managing our semi-monthly payroll processing needs and tax remittance requirements. The staff are responsive, knowledgeable, and do a great job!

Pros

Service and support are great. Responsive staff and easy tools to support payroll processing.

Cons

I don't have any issues. with the software and have been happy.

Review Source

Response from PrimePay

December 19, 2018

Thank you for your review, Jonathan. We take great pride in the service we provide for our clients and are happy to hear that we are meeting your expectations. - Team PrimePay

MC

Mark C.  
Owner  
Construction  
Used the software for: 6-12 months

### "Won't leave us alone after cancelling service"

November 15, 2019

1.0

Lots of mistakes and decided to do on our own. Since we cancelled they keep calling month in and month out and and we have told them we are successfully doing in-house with less mistakes and less cost, and requested not to call back. Won't take NO for an answer. Need to Buzz Off!

Pros

We used for years and had periodic tax issues. Okay, but can't get rid of them.

Cons

Expensive and can do and track better on our own.

Alternatives considered

[Sage 100](https://www.capterra.com/p/227232/Sage-100cloud/)

Reason for choosing PrimePay

Cancelled and went to Sage in-house.

Review Source

Response from PrimePay

November 18, 2019

Hello Mark, thank you for taking the time to leave a review. We are sorry to hear about your frustration and appreciate you letting us know about the issue. We are working to make sure you are no longer contacted about our services.

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