Unsupported Issues
Some issues fall outside the scope of ProPay technical support.
What ProPay Support Does NOT Cover
Paysoft technical support is limited to ProPay software issues. The following issues are not supported:
Operating System Issues
ProPay support does not troubleshoot Windows problems. Contact Microsoft Support or your IT department for:
- Windows installation errors
- Windows update failures
- Operating system crashes or errors
- Windows configuration issues
- User account problems
Network and Internet Problems
Network connectivity issues are outside ProPay's scope. Contact your IT department or Internet Service Provider (ISP) for:
- Cannot connect to network
- Slow network performance
- Mapped drive connection problems
- Router or switch configuration
- Wi-Fi connectivity issues
- Internet connection failures
Third-Party Software Conflicts
ProPay does not support issues with other software applications. Contact the third-party vendor for:
- QuickBooks integration problems (contact Intuit)
- Antivirus software blocking ProPay (contact antivirus vendor)
- Conflicts with other payroll software
- Email client issues
- PDF reader problems
Hardware Failures
Hardware problems require manufacturer support. Contact your hardware vendor for:
- Printer mechanical failures
- Computer crashes or freezes
- Hard drive failures
- Monitor display problems
- Keyboard or mouse issues
- Server hardware failures
Custom Development
ProPay does not provide custom development services through technical support. For custom requirements, contact Paysoft sales:
- Custom report design
- Custom form templates
- Integration with proprietary systems
- Specialized calculations
- Custom database modifications
Where to Get Help
| Issue Type | Contact |
|---|---|
| Windows problems | Microsoft Support |
| Network connectivity | Your IT department or network administrator |
| Printer hardware | Printer manufacturer support |
| QuickBooks integration | Intuit Support |
| Internet connection | Your Internet Service Provider (ISP) |
| Antivirus software | Your antivirus software vendor |
| Custom development | Paysoft sales at 1-702-827-0015 |
What ProPay Support DOES Cover
Paysoft provides support for:
- ProPay software bugs and errors
- ProPay installation assistance
- ProPay feature questions
- Payroll calculation questions specific to ProPay
- Tax form printing issues within ProPay
- Report generation problems
See Technical Support for how to contact support.
Support Fees
Some ProPay support issues may incur fees. See Technical Support Fees for the fee structure.