# Page 9 | PrimePay Reviews 2026. Verified Reviews, Pros & Cons | Capterra

> Page 9 - 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)

[View alternatives](https://www.capterra.com/p/156904/PrimePay/alternatives/)

Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/)

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Last updated March 13th, 2026

# Page 9 - Reviews of PrimePay

## Showing most helpful reviews

Showing 201-225 of 381 Reviews

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Most Helpful

Rating

Company Size

Reviewer's Role

Length of Use

Frequency of Use

EL

Erica L.  
Controller  
Wholesale  
Used the software for: 6-12 months

### "Poor Quality Service and Support"

August 14, 2023

1.0

Website is very clunky and impossible for employees to use unless they are using the website. Apps only work for iPhone users and not for androids. Payroll is extreamly slow to load and takes longer to reclculate payroll than it is to upload hundreds of employee data.

Pros

The implementation team was very responsive.

Cons

We went live with SyncHR/Primepay January 1, as of today 8/14, Q1 and Q2 taxes have not been filed properly, and I have not received any responses on how they will be resolved. I send a follow up email weekly, but there have been no updates in 3 months. Implementation went rough and all employees W4 information was uploaded incorrectly, causing problems on employee taxes. Employee direct deposits uploaded incorrectly. The platform was literlly slapped together in hopes that we would find and solve their issues when we went live, instead of giving us the time to test everything ahead of time. 8 months into this project, I am still finding issues where I was told was resolved, but are not. Not a single ticket has been resolved. Worst customer service I've ever experienced.

Reason for choosing PrimePay

We were told customer service was top knotch and the ticket resolution times were within hours. This is a LIE!

Switched from

[Paycor](https://www.capterra.com/p/133745/Paycor-Perform/)

Customer Service

Review Source

GE

Gretchen E.  
Business Office Manager  
Hospital & Health Care  
Used the software for: 6-12 months

### "Easy to use for both admin and staff"

May 8, 2024

4.0

Pros

PrimePay is easy for everyone to use. The staff is able to easily clock in and out and access their payroll information. As an admin, processing time sheets and payroll is efficient and fairly straightforward.

Cons

It can be difficult to access effective customer service at times. While learning the program, I spent a lot of time trying to reach the proper department for support.

Review Source

JL

Jason L.  
President  
Construction  
Used the software for: 2+ years

### "CUSTOMER SERVICE AT IT'S BEST"

May 10, 2024

4.0

Pros

We have worked with our CSR, \[sensitive content hidden\], almost since the beginning, and we feel lucky to have her. She is reliable, honest, accurate, and always goes the extra mile, and is always a pleasure to deal with.

Cons

My staff is not a fan of some of the new procedures and the features of the portal.

Review Source

MH

Magan H.  
Dog Grooming  
Consumer Services  
Used the software for: 2+ years

### "Payroll Experts"

April 17, 2024

5.0

Overall, we love Primepay and the work done for our company! All things payroll are handled and I don’t have to worry.

Pros

I love the customer service. \[sensitive content hidden\] is particularly excellent to work with.

Cons

Sometimes we seem to get a less experienced payroll person and there are mistakes made. No problem.

Review Source

JD

Jeanne D.  
Vice President, Human Resources  
Medical Practice  
Used the software for: 1-2 years

### "A Great HCM Solution"

April 16, 2018

5.0

SyncHR's leadership team is very engaged with each client during implementation and thereafter. We've found their team to be responsive and willing to spend the extra time with us to ensure our satisfaction.

Pros

The things I like most about SyncHR include: 1) Position Control – SyncHR is the only solution to have true position control. As a large, dynamic 1,200+ employee organization, we track actual headcount and budgeted payroll expense versus actual labor dollars. SyncHR doesn’t lose track of the position and the dollars associated with it when someone terminates or moves to a different position – and you can view organization charts in the past, present or future. 2) Core system architecture – The HR, benefits and payroll core provides a level of automation we’ve never had before, which means our data is always accurate and up-to-date. 3) Employee Interface: SyncHR makes it easy for employees to see all their information in one place. Via self-service, employees are able to make changes to their personal data, payroll withholdings and direct deposit and can easily initiate life-change events for benefits. 4) Connecting to other systems: SyncHR bundles a world-class integration architecture with their solution which allows us to easily integrate our people data with other systems outside of the core. We've been successful at integrating SyncHR with our performance management, learning management and applicant tracking systems. 5) Commitment to our success: It’s extremely refreshing to work with a vendor who seems to truly care about our success. SyncHR isn’t perfect, but who is? Still, they seem to genuinely care about our business. We’re not just a number or help-desk-ticket to them. This matters a lot.

Cons

SyncHR is different, especially if you’re more familiar using one of the mainstream HCM products. Some of my team members who prefer to do things the way they’ve also done them have struggled a bit with a different way of doing things. It’s actually easier and makes more sense once you take the time to learn it, but again, it’s different. Using the system as designed is very powerful as it significantly automates and streamlines processes and drives much greater data accuracy.

Review Source

Shannon M.  
Partner/Director of Operations  
Individual & Family Services  
Used the software for: 1-2 years

### "PrimePay Timeworks and Payroll"

August 2, 2019

5.0

We have been able to address the majority of our needs and concerns with the Timeworks product. The personal assigned rep for payroll is a great benefit. We had repeatedly requested an increase to functionality with Timeworks. We were told it wasn't possible, however we found out that there was an upgrade to the Timeworks app that addressed the particular issue. While we were pleased with that, we were never informed this upgrade had been done or was available, so we missed out on the use of the upgraded product for nearly a year before we discovered it had been released.

Pros

It is customizable and tailored to our business needs. The previous functionality issues with Timeworks have been addressed with the upgrade.

Cons

It does occasionally have "bugs" especially with the geotagging feature. Since geotagging is a requirement for regulatory compliance within our business, we must monitor this carefully.

Alternatives considered

[Paychex Flex](https://www.capterra.com/p/119841/Paychex-Flex/)

Reason for choosing PrimePay

We felt PrimePay was a more customizable service and would suit our company better. My past experience with PayChex caused me concern that the customer service would be less custom as well.

Switched from

[SurePayroll](https://www.capterra.com/p/225706/SurePayroll/)

We needed a more robust platform with more support to complete our growing payroll. Also, we needed a timeclock solution to incorporate geotagging and increase the efficiency and functionality of timecard keeping for our company.

Review Source

Response from PrimePay

August 6, 2019

Thank you for your review, Shannon! We are so happy to see that you like our customizable Payroll service. We will be sure to share your sentiments with our team! Have a great day. - Team PrimePay

JB

Jerrica B.  
It Manager  
Retail  
Used the software for: 2+ years

### "Challenging "

July 19, 2023

4.0

It was a no brainer to switch when we got the change since it was far too difficult to use for what we needed. It had a few positive but we wanted to not waste our time anymore with it. If you have a small company with a few employees it would be fine but not if you have over fifty of them.

Pros

It did a decent job of getting payroll together and sending the paychecks to where they needed to go. Very accurate on the employee PTO and Sick Time as well as the tax codes for them.

Cons

Getting a report was extremely difficult. If you needed one you would need to know in advance to actually needing it since it takes so much time to get it together. Any small hiccup would need you to call customer service to get handled. No way to really change anything yourself which makes it very time consuming.

Review Source

JM

Jeanell M.  
owner  
Civil Engineering  
Used the software for: 2+ years

### "Your Payroll system is awful"

February 26, 2024

1.0

Worse than Horrible - Excruciatingly Painful and the most frustrating organization that I have ever done business with. Also I put in a request for a 1099 for a company that did work for us and I received a message that it was handled but the 1099 did not arrive. So I call and PP said they would resend - that was weeks ago and I still have not received it.

Pros

The W-2 forms were sent on time. Other than that Nothing!!! - it sucks.

Cons

It is so difficult to set up the pay rate - the system keeps doubling the pay rate for one of the employees and I have to get help through customer support every month. When I call Customer Support I usually have to wait an hour to get help. Sometimes after listening to "Your call is important to us please hang on the line and your call will be answered by the next available agent" for an hour the phone hangs up on me. When I do get the agent, they fix it and tell me that it is all set for the next payroll and I won't have that problem again but the next month goes by and I have the same problem again - month after month after frickin' month.

Reason for choosing PrimePay

I met one of the sales agents how sold me the plan years ago. It was fine for a long time and I regularly changed payrates for employees with no issues - not any more - now it is a constant struggle and I'm not even trying to change the payrate, it just keep doubling it anyway.

Review Source

DC

David C.  
Owner  
Accounting  
Used the software for: 2+ years

### "Look Elsewhere"

February 29, 2024

1.0

It used to be good and I referred all my clients to it. Now I am not referring anyone to PrimePay and many of my clients have decided to move away from it.

Pros

When it was local in the NW it was my go to resource for payroll- now not so much.

Cons

ZERO customer support. Inordinate wait times on hold and no timely responses to emails.

Alternatives considered

[RUN Powered by ADP](https://www.capterra.com/p/185859/RUN/)

Switched from

[Paychex Flex](https://www.capterra.com/p/119841/Paychex-Flex/)

Thought the service was going to be better than Paychex

Review Source

IS

Isabel S.  
MAS Elementary Custodian  
Primary/Secondary Education  
Used the software for: Less than 6 months

### "Don't fix it, if it isn't broken!"

January 13, 2022

1.0

Nothing positive BECAUSE I CANNOT LOGIN!!!!

Pros

I cannot say anything good about this product because I have not been able to get past the validation error and I notified my companies payroll department about a week or so ago and they still have not fix it. I cannot check my check stubs to ensure the my pay is correct and I cant access my W-2. I don't know if my company's payroll clerk even knows how to fix it, but a normal person would be on the phone trying to get someone to fix it. Why change from the old way if it was working just fine? I NEED MY CHECK STUBS AND I NEED MY W-2!!!!!!

Cons

Teach the purchasers of your product when they buy so they can help there employees who work really hard for them.

Review Source

TO

Tanya O.  
Owner  
Farming  
Used the software for: 2+ years

### "Very disappointed in new direction "

December 27, 2023

1.0

Prime pay used to be great. Customers had an individual assigned to them for personal care-would have rated them 5 star. Recently changed their business model to generic national customer service team that no longer meets deadlines, difficult to reach by phone, slow to provide requested individual employee reports and a complete lack of follow through when an issue arises. They seem to lack sufficient personnel to handle the customer base they currently have—strongly DO NOT recommend them.

Pros

Database of employees and payroll history

Cons

The loss of individual care in their new approach to payroll. Unable to process payroll timely and unapologetic for service failures

Reason for choosing PrimePay

Pricing was a factor back then. We have been with prime pay for over 15 years.

Review Source

KD

Kristin D.  
Office Administration  
Construction  
Used the software for: 2+ years

### "Lacking services & proper communication"

April 2, 2021

2.0

I solved my payroll problems by switching from PrimePay to Paycom. I've done 3 pay cycles with Paycom now and I'm very satisfied with the technology, customer service, and cost.

Pros

If you have no technological skills then you can handwrite your payroll, fax it over and hope that it gets entered correctly. Due to other issues I did not request to switch to online payroll which might have helped.

Cons

Reports were not organized well, invoices spontaneously started going to a different email address, we got double-billed twice and over a month later I'm still trying to get that resolved, and I could never reach my CSR.

Reason for choosing PrimePay

My predecessor initially setup the company's payroll with PrimePay then briefly tried Paychex and BB&T payroll services and ended up switching back to PrimePay. When I took over her role I did some research and ultimately changed us to Paycom. Having worked with Kronos and Paycor at previous organizations I was hesitant to go back to those but I am very happy with Paycom thus far.

Review Source

Response from PrimePay

April 7, 2021

Hi Kristin! Thank you for taking the time to write a review. Although we regret to hear that your experience did not meet expectations, we appreciate you sharing with us so we can improve moving forward. -Team PrimePay

KK

Kenneth K.  
SYS ADMIN  
Information Technology and Services  
Used the software for: Less than 6 months

### "Useless to the end user. "

May 7, 2021

1.0

One word. Shit. I have not been able to access anything I require through your software.

Pros

There is nothing I like about this software and unfortunately the company I work for uses this software. Maybe it works well for them, but from an employee perspective, stone and chisel would be more effective. We I called your helpdesk I was told "we know it's an issue". The is useless. When I asked about accessing MY financial statements the PrimePay help desk tole me they could not help. I have worked for a number of companies that use a verity HR software. Even if other product's UI/UX was terrible, I could still eventually get what I needed. PrimePay's UI/UX is terrible and I CANNOT get the information I need. So for me there are NO pros to the software.

Cons

The frustration and complete lack of support the help desk provided. Their answer was "We know there's an issue. We cannot help but your employer should have the information." I then asked about my 401K and the desk was even more useless saying "I think you need to contact your employer". This is unacceptable and, I, the person requesting their own information, should have access to MY personal salary benefits. Is it even legal for your company to withhold them from me?

Review Source

Response from PrimePay

June 21, 2021

Hi Kenneth! Thank you for taking the time to write a review. Although we regret to hear that your experience did not meet expectations, we appreciate you sharing with us so we can improve moving forward. It is our hope that you will give us the opportunity to resolve this issue. We will escalate your specific situation to the appropriate party for this to be addressed. -Team PrimePay

PF

Patricia F.  
CFO  
Accounting  
Used the software for: 2+ years

### "Expensive and NO CUSTOMER SERVICE"

January 17, 2024

2.0

Prior to the fall, you had a dedicated specialist that you could talk to....now everything is by email . Payroll is processed by whoever happens to pick up that payroll which has resulted in multiple errors as they know nothing about your company. When you do get a phone number and the name of someone to talk to, you leave messages and they don't call you back (Left two messages for a manager who has never call me back). If you call the customer support phone number on the web site, you get put on hold waiting for a manager and no one ever picks up (twice on hold for over an hour). The only email address you have is to a general customer support email that rarely responds. Definately will be switching to a new payroll service. They used to be good....not anymore!! I am currently out $1,300 due to their error and they won't respond.

Pros

At the moment nothing. They messed up my payroll in December.....messed it up even worse trying to fix it and cannot get anyone to return my calls or respond to e-mails. I have left multiple phone messages, get left on hold for hours with no one Answering, and no one responses to e-mails send to customer support. Right now that have withdrawn $1,300 from my account erroneously, and I cannot speak to anyone about it.

Cons

They messed up my payroll in December.....messed it up even worse trying to fix it and cannot get anyone to return my calls or respond to e-mails. I have left multiple phone messages, get left on hold for hours with no one answering, and no one responses to e-mails send to customer support. Right now that have withdrawn $1,300 from my account erroneously, and I cannot speak to anyone about it.

Review Source

TD

Tony D.  
Owner  
Construction  
Used the software for: 2+ years

### "Worst Payroll Service Out There"

February 15, 2024

1.0

Super frustrating. Way too many mistakes. I'd spend time every week going over payroll journals to make sure they didn't screw them up.

Pros

Years ago, PrimePay was great. You could actually call and talk to someone.

Cons

As their prices skyrocketed, the service diminished. Way too many mistakes. They could not even keep our accruals in order. I'd have to check them weekly. Many day to return a call or email is unacceptable. Moved over to PayChex. So much better. Now PrimePay says I'm on a subsciption bases and want to charge me for the next 6 months. I asked for proof of this with no response.

Review Source

AK

Andrew K.  
CEO  
Retail  
Used the software for: 2+ years

### "Long time customer Used to love them now I don't"

December 20, 2023

1.0

Started with PrimePay in 2009. Had no issues and would have recommended them to anyone. Last 2 years has been disasterous. Countless hours trying to sort out Primepay errors.

Pros

PrimePay in the past was like clockwork...No errors, courtesy calls, and actual reps to assist. From what I have gathered, when covid hit they had all their employees working from home. Management must have seen a money saving opportunity and closed all but 2 physical locatiions. So everyone you speak with will be at their home often times on a cell phone. There is no accountability and turnover has got to be high because every time I call someone new answers. When I as for the last person they are no longer employed withPrimepay

Cons

Errors on my payroll occur almost weekly. Random employees not getting paid. New hires not getting set up correctly. IRA witholdings and Garnishments don't get sent to the recipients. It causes serious problems in the business operations.

Review Source

Shannon M.  
Partner/Director of Operations  
Individual & Family Services  
Used the software for: 1-2 years

### "PrimePay Good Service"

December 18, 2018

5.0

PrimePay in general has been very responsive to our needs and requests. Having worked with multiple payroll companies in the past, I appreciate the large array of features combined with high touch customer service. I definitely recommend them.

Pros

The software is more customizable than most. The customer service and responsiveness is quite good for a payroll company. PrimePay manages to deliver high quality features like a large company, but more high touch service like a smaller company.

Cons

There is a limit to customization. The software cannot show a running tally of a person's hours worked per workweek on their time card in the mobile version. This has caused our mobile employees some issues in the field because they must manually add their timecards to stay on track for weekly hours and avoid unauthorized overtime.

Review Source

Response from PrimePay

December 19, 2018

Thank you for your detailed review, Shannon. We highly value your feedback and strive to do everything we can to meet the needs of our clients. This information will be used to improve our products and services. - Team PrimePay

EK

Elizabeth K.  
HR and IT Administrator  
Religious Institutions  
Used the software for: 6-12 months

### "Outstanding Customer Service"

April 26, 2024

3.0

Pros

The customer service reps that are assigned to our account are highly knowledegable, friendly, courteous and patient.

Cons

The program interface is not user-friendly.

Review Source

CH

Catherine H.  
Project Coordinator  
Wholesale  
Used the software for: 1-2 years

### "SyncHR from a Users Perspective with some insight into the Admin Side"

March 19, 2019

4.0

Overall it has been nice and simple to use. Nice UI for the most part and it allows company wide announcements for updates and so forth. It's a nice place to house tax documents and benefit information.

Pros

It is pretty straight forward in terms of where you need to go to look for certain things. Sign in and you have a menu of the different things you have access to depending on what your HR wants you to see. We can access our tax info and see our personal info. It's really easy to make changes to your information if needed. Clocking in and clocking out is straight forward and if any change requests are needed that is easily doable as well. Requesting time off is very simple and to the point which is always helpful, your balances are readily available.

Cons

From time to time it glitches and I can't even log in or if I log in I can't access any other pages except the one that you land on once you log in. At times clocking in lags and it looks like it freezes but then when you refresh or clock in again it logs both clock in/out times. From the admin perspective approving changes at times gets missed or the changes don't get saved properly. It would be nice if for example adding time or making changes, the time will calculate for you, say adding 4.37 hours to 12:17pm to complete an 8 hour shift.

Review Source

AL

Angie L.  
Ing Software  
Information Technology and Services  
Used the software for: 2+ years

### "Facilidad de uso."

August 8, 2023

5.0

Pros

Me encanta su facilidad de uso y que no se limita para nada, su gran variedad de herramientas son un apoyo para todo.

Cons

No tengo quejas me gusto mucho utilizarlo.

Review Source

LC

Loy C.  
Owner  
Hospitality  
Used the software for: 1-2 years

### "We need a human contact. "

January 25, 2024

3.0

We did not get paid \[sensitive content hidden\] . We called repeatedly and no one called us back, we were frantic. I have a lot of employee’s who live paycheck to paycheck and this was not OK. My phone blew up and i had no idea what to tell my employees. I have not received a phone call yet and it has been 6 days.

Pros

It was reliable until we lost our contact person.

Cons

Not having a contact person. You don't need to talk to a person every week but every once in a while you have a question and it’s nice to have a phone number and a person.

Reason for choosing PrimePay

My sister recommended Primepay to me and she had a good experience with them.

Review Source

SK

Shana K.  
Owner  
Real Estate  
Used the software for: 6-12 months

### "Services just Ceased - No Tax payments were made for an entire quarter"

May 6, 2024

3.0

Good for 1st 3 months and then I was paying for no services rendered with no response from the company

Pros

The first 3 months when my rep was responsive

Cons

no response or help to correct unpaid taxes

Review Source

Carolina D.  
Supervisor  
  
Used the software for: 2+ years

### "Massive payroll data through data upload"

March 17, 2018

5.0

The most common problerma I could solve using this software refers to solid reporting functions. These functions improve auditability for information and make actionable decisions within the company.

Pros

One thing I love is that I can automate complex calculations, as well as past, present and future tax changes, which helps me to reduce the risk of compliance issues.

Cons

So far I could get a handicap or negative aspect of Synchr that is meaningful, however I could say that is not aimed at small businesses and maybe that detracts functionality.

Review Source

RA

Richard A.  
CEO/Founder  
Management Consulting  
Used the software for: 2+ years

### "customer support desk"

April 24, 2021

3.0

payroll and tlm program are solid, and the gh onboarding platform integration is great. The response time from the email customer support team is non-existent and infuriating.

Pros

We continue to receive no response on our open tickets. It's been a couple of weeks and no courtesy update has been provided to our questions. Since inception, the timeliness of responses (if any are received) continues to degrade. Is there any hope on the horizon for adding resources to the email \[SENSITIVE CONTENT HIDDEN\] team?

Cons

customer support takes weeks to respond, if they respond at all.

Review Source

Response from PrimePay

April 28, 2021

Hi Richard! Thank you so much for taking the time to write a review. We apologize for the experience you've had with not receiving a response, and we 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 have escalated your feedback to the appropriate party to ensure your issues and concerns are addressed. -Team PrimePay

lC

lindsay C.  
Owner  
Oil & Energy  
Used the software for: Less than 6 months

### "Worst experience EVER"

October 25, 2019

1.0

Then after a month of working with them, they did not have direct deposit set up for the second payroll; Friday morning our employees were not paid. I spent the morning at the bank setting up a wire transfer and notifying all of our employees of the situation. Needless to say, I should have just went with ADP when they initially bought out Wells Fargo. I just completed all documentation to make the switch and I 100% regret ever looking Prime Pays way. Oh, and when I discussed the endless list of issues with Vice President Of Sales, his conclusion was Murphy's Law. So that gives you an idea of how they'll get to the bottom of your issues over at prime pay.

Pros

there were zero pros with your company.

Cons

I switched to primepay after wells fargo was bought out. I worked with primepay for two payroll runs and I truly don't believe I could have possibly received a more unprofessional experience. Rather than receiving all documents required, they trickled in over the course of two weeks. If they call and you don't answer, expect 4 more calls, voicemails, emails, and texts because they have zero sense of respect for anyone else's time. I requested a manager in hopes of receiving a more professional experience.. I don't believe there is a single professional in their sales department all the way up to their VP of sales. what . a. joke. THEN the day I sent over my company's voided check, was the same day my business checking account was compromised (VIA ACH meaning my account number and routing number was used which has never happened before. Thousands of dollars.) I do not believe this to be a coincidence, and I don't believe their emails are secured. Moving on, I was promised that all of our employees would receive direct deposit beginning on first payroll as all of our employees are scattered across the country on various projects. I started this transition two weeks before payroll was due for this reason. They did not meet this agreement.

Review Source

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