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Technical Support

Get help with ProPay issues by submitting a support incident directly from the software or contacting Paysoft support.

Before You Contact Support

  1. Check for updates. Many issues are resolved in newer versions. Go to Utilities > Download Latest Version of ProPay to update.
  2. Review the Help Menu. Your question may already be answered in the help topics.
  3. Back up your data. Go to Utilities > Backup ProPay Files before making changes.
  4. Note your ProPay version. Go to Utilities > About Authors to find your version number.
  5. Document the issue. Write down the exact error message, what you were doing, and the steps that led to the problem.

Submit a Technical Support Incident

ProPay includes a built-in support feature that sends your issue description and system information directly to Paysoft.

  1. From the ProPay Main Menu, go to Utilities > Submit Technical Support Incident.
  2. Select the client experiencing the issue.
  3. Compose your message with a clear description of the problem, including:
    • What you were doing when the issue occurred
    • The exact steps to reproduce the problem
    • Any error messages that appeared (copy the complete error text)
    • Whether the issue affects one client or all clients
    • Screenshots if helpful
    1. Click Send to submit the incident to Paysoft support.

    ProPay automatically includes your system information with the submission to help the support team diagnose the issue.

    Example of a Detailed Submission

    Problem: Unable to print payroll checks for Client ABC Corp

    Steps to reproduce:

    1. Selected Client ABC Corp from client list
    2. From the Payroll Main Menu, clicked Paychecks > Print Payroll Checks
    3. Selected check printer
    4. Clicked Print
    5. Received error: "Printer not found - Error Code 1234"

    Additional info: This occurs only with this client. Other clients print successfully. Printer works fine for reports.

    Check Incident Status

    1. Go to Utilities > Submit Technical Support Incident.
    2. Select View Submitted Technical Incidents. [UNVERIFIED]
    3. Review the list of your submitted incidents and their status.

    Tips for Faster Resolution

    • Be specific about what you were trying to accomplish
    • Include exact error messages (use screenshots)
    • List all troubleshooting steps you have already tried
    • Note if the problem affects all clients or just one
    • Mention if the issue started after a recent change
    • Keep your registered email address current to receive prompt responses

    How Paysoft Responds

    The support team will:

    1. Review your submission within one business day
    2. Attempt to replicate the issue in a test environment
    3. Email you a suggested solution or request additional information
    4. Follow up to confirm the issue is resolved

    Share Your Desktop with Paysoft Support

    For issues that are difficult to describe, Paysoft support can view your screen remotely.

    1. From the ProPay Main Menu, go to Utilities > Share Desktop with Paysoft Support.
    2. Follow the on-screen instructions to start the remote session.
    3. A support representative will guide you through the troubleshooting process.

    Note: Only start a remote session when directed by a Paysoft support representative.

    Contact Paysoft Support Directly

    You can also reach Paysoft support by:

    • Phone: 1-702-827-0015 (Monday-Friday, 8:00am - 4:00pm Pacific Time)
    • Email: [email protected]

    What to Have Ready

    When contacting support by phone or email, have the following information available:

    • ProPay version number: Go to Utilities > About Authors to find this
    • Client ID: The specific client(s) experiencing the issue
    • Detailed problem description: What you were trying to do, what happened instead, and any error messages received
    • Steps to reproduce: The exact sequence of actions that cause the issue

    Support Policy

    • Software bugs: Free of charge. Updates are released as soon as a fix is available.
    • Other support inquiries: $75 per 30 minutes, maximum $150.

    Support Categories

    1. General payroll questions -- Answers found in the Employer's Tax Guide or state publications
    2. ProPay software questions -- Free if the answer is not in the Help Menu; charged if the answer is already available in the Help Menu
    3. User-related problems -- Support fee applies for reviewing and correcting data entry errors
    4. Hardware, OS, and network issues -- Contact your IT administrator first
    5. Training -- Not offered due to low software cost
    6. Software bugs -- Free, with updates released as soon as possible

    Troubleshooting Before Contacting Support

    Try these steps before submitting a support incident:

    1. Restart ProPay. Close the application completely and reopen it.
    2. Check for updates. Go to Utilities > Download Latest Version of ProPay.
    3. Verify system requirements. Confirm your computer meets the System Requirements.
    4. Check your firewall settings. ProPay requires internet access for license updates and support submissions. See Firewall Configuration.
    5. Review antivirus exceptions. Security software may block ProPay. See Antivirus Exceptions.

    Related Topics

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