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Zip and Email Files

Overview

Many troubleshooting issues in ProPay stem from incorrect system setup, employer/deductions setup, or tax overrides during paycheck calculation.

Before Submitting a Technical Support Incident

Follow these troubleshooting steps before submitting a technical support incident:

Step 1: Use the help feature

  1. Click ProPay Help.
  2. Select INDEX.
  3. Click FIND.
  4. Enter a keyword related to your issue.
  5. Review the relevant help topics.

Step 2: Review the troubleshooting section

Go to the dedicated troubleshooting section within the help menu for solutions to common problems.

Step 3: Submit a technical support incident

If the above steps do not resolve your issue:

  1. Go to Utilities > Submit Technical Incident on the ProPay Main Menu.
  2. Click Submit Technical Incident.
  3. Provide all requested information.

Important Notes

  • User-related problems may incur a Technical Support fee for file review and problem-solving.
  • Software bugs affecting the entire system will be fixed without charge, with updates posted on our members' website.

Technical Support Contact Information

For issues requiring technical support:

  • Email: [email protected]
  • Phone: (702) 827-0015
  • Hours: Monday-Friday, 9 AM - 4:30 PM Pacific Time

Remember to have your account information ready when contacting support.

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