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Third-party Technical Support

Paysoft provides technical support for ProPay software and payroll-related issues. For computer and network problems, you need to contact a third-party IT support provider.

What Paysoft Supports

Paysoft technical support covers:

  • ProPay software installation and updates
  • Payroll processing questions
  • Tax form calculations and filing
  • Direct deposit and ACH issues
  • Report generation and customization
  • Software bugs and errors

Contact Paysoft support:

What Requires Third-party Support

Paysoft does NOT provide support for these computer and network issues:

Network and Connectivity

  • Network printer problems
  • LAN/WAN troubleshooting
  • Router configuration and setup
  • Internet connectivity issues
  • Connecting devices to your network

Security

  • Firewall configuration and updates
  • Firewall rule management
  • Antivirus software setup
  • Viruses, spyware, adware, and malware removal

System maintenance

  • Windows updates and patches
  • Data backup solutions
  • System restore operations
  • Hardware conflicts
  • Memory problems
  • Software conflicts

General IT Services

  • Email configuration problems
  • Installation of peripherals (printers, scanners, etc.)
  • General program installations
  • Hardware upgrades or repairs

Finding IT Support

For issues listed above, hire a qualified IT support provider. Consider these options:

Managed IT Services

Managed service providers (MSPs) offer ongoing IT support:

  • Monthly or annual contracts
  • Proactive monitoring and maintenance
  • 24/7 help desk support
  • Network and security management

On-Demand IT Support

Pay-per-incident or hourly support:

  • Local computer repair shops
  • Independent IT consultants
  • Remote desktop support services
  • Break-fix services

What to Look For

When choosing an IT support provider:

Experience:

  • Small business IT experience
  • Windows network expertise
  • Familiarity with payroll software

Services:

  • Remote and on-site support options
  • Response time guarantees
  • After-hours availability
  • Backup and disaster recovery

References:

  • Ask for client references
  • Check online reviews
  • Verify business credentials
  • Confirm insurance coverage

Common IT Support Providers

These are general IT support companies (Paysoft has no affiliation):

Remote support services:

Note: Paysoft does not endorse these companies and assumes no liability. Research providers carefully before engaging their services.

Before Contacting IT Support

To save time and money:

  1. Gather information:
    • Note the exact error message
    • Write down steps to reproduce the problem
    • Check if other programs have the same issue
    1. Try basic troubleshooting:
      • Restart your computer
      • Check cable connections
      • Verify internet connection is working
      • Disable antivirus temporarily to test
      1. Prepare details:
        • Windows version (10, 11, Server)
        • Network configuration (peer-to-peer, server)
        • ProPay version number
        • Recent system changes

        Working With Both Paysoft and IT Support

        Sometimes issues require both Paysoft and IT support:

        Example scenarios:

        • ProPay won't connect to network: IT support checks network, Paysoft checks ProPay settings
        • Printer won't print checks: IT support verifies printer, Paysoft checks print settings in ProPay
        • Can't access ProPay files on server: IT support checks permissions, Paysoft verifies file structure

        Tip: Have both support teams communicate directly if needed. This ensures faster problem resolution.

        Emergency Situations

        If ProPay is down and payroll is due:

        1. Contact Paysoft immediately for ProPay issues.
        2. Contact your IT provider for network/hardware issues.
        3. Have a backup plan (manual check processing) ready.
        4. Document all errors and screenshots for support teams.

        Related Topics

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