If you want revenue from payroll, SurePayroll is NOT for you. Been an Accountant Reseller with them since 2017. Four months ago, we had to change our payroll bank account. Despite numerous calls, emails, and completed documentation they have not paid our monthly revenue share in 4 MONTHS! They can't tell what is happening or if they will remit any of my income. Started the litigation process. They are ok as long as nothing changes or requires a human get involved. Don't waste your time or money. Lots of competitors out there. read more

I've been waiting months for a referral fee that was supposed to be paid back in early March. I received confirmation by email of the referral on January 22 and was later told in writting that it would be paid around March 7. Since then, I've followed up multiple times with little to no response. The only explanation I keep getting on the chat (I have screenshots) is that payments are delayed due to an internal issue with a vendor called Tango and that they're "upgrading" their system. At this point, it feels like they're framing this as some kind of improvement, when in reality it's just an excuse for not honoring their agreements. Very frustrating experience after months. If you're relying on referral payments, be VERY careful. Their ads and the reality are different! read more

Very poor customer service. They offer good support when they're trying to get you to commit, then once you do, there is very little support offered. Their team that handles tax-related concerns does not offer phone calls, so you have to try and resolve everything via long email threads with multiple back and forth emails (which can take a while). They let a quarterly wage report fall through the cracks for myself and the other family in our nanny share. Just didn't submit it. They did let us know they'll resolve the issue and cover the late fee that was charged due to the missed report, but that it could take up to an entire other quarter to get that done (meanwhile the late fee is accruing interest). Really unbelievably bad customer support. Absolutely do not recommend. It seems like one of the cheapest options, but you pay for it in lack of support. read more

The Sure Payroll Service pricing looked good at first, but the account setup was surprisingly difficult and needed heavy customer service assistance. While the rep (Paige) was excellent once I was in, the actual software was full of bugs, poorly conceived, and extremely frustrating to use. After about 10 hours of trying to input employees, I canceled my account. I do not recommend Gusto to anyone." read more

This company is VERY poor when it comes to changes to either a mistaken payroll run or migration from one tax entity or state to another. I am only a company of one and I can only imagine the pain experienced with a larger company that uses this payroll software and very POOR service read more

Horrible, horrible payroll service, run...don't walk! My small business has suffered through working with them for the last year, an experiment we greatly regret. The website for users is amateur hour, completely unsatisfactory. The interface at the accounting side is also horrible. They don't generate W2's properly, and if you want to make a change, they want to charge you for it! When they do generate one, they don't alert or send it to employees. They don't alert employees to new paystubs either. Horrible, horrible product! read more

ALL THIS INFORMATION 100% TRUE. GARBAGE COMPANY! PLEASE DONT USE THEM, SAVE YOURSELF LOTS OF TROUBLE. Poor customer support: Users report extremely long hold times (sometimes over 90 minutes) and a lack of accountability when problems occur. Inconsistent service: Customers report receiving different or conflicting information from different agents, leading to unresolved issues. Escalation difficulties: It is often difficult to speak with a supervisor, and some users have reported rude behavior or being hung up on by agents. Technical and billing issues: Complaints include incorrect tax filings, being charged after cancellation, and problems with account changes or logins. Lack of communication: Some users describe poor internal communication, leading to a failure to resolve issues or follow up on promised actions. VERY DISSATISFIED!!! read more

Absolutely the worst customer service. Email after email and nothing gets done. They lie about the 6mo free, lie about being only charged for payrolls ran. Never update anything. Im super afraid if things are actually getting processed. Should have stuck with my in person team. I hated them but it actually cost less after sure payrolls misleading fees that keep popping up and someone actually responded to emails and took action. Once my yr is up. Im out. Starting over again trying to get my business stable. So frustrating. read more

BEWARE!!! They will take your money to pay the IRS and pocket it. When the IRS comes calling SurePayRoll will take more money and you still have to double pay the IRS that SurePayRoll already took from your account. Check all your R941 fillings. They like to skip the filings. And if you open a trouble ticket, check on it weekly. They close them randomly. Don't be surprised when checking on a trouble ticket, that they claim it's tax season and they are too busy and hang up on you. read more

we used sure payroll to pay our nanny, this company is the WORST ive ever used. They cost an arm and a leg for regular payroll, they lay on additional fees for simple things other companies do for a simple monthly fee, they keep you from your data and the taxes you paid to get more money out of you, and don't send anything to the state or feds. STAY AWAY, read more

I have to post something. My company has been a SurePayroll customer for over 10 years, so I think we have the level of experience to provide a solid review. If everything is set up and nothing goes wrong - it's ok value for money (not the cheapest, but ok). However, if you experience problems, the level of customer service is as changeable as the weather... but mostly at the "stormy" end of the forecast scale. On a good day, you may get someone who is very helpful and will pursue the issue to its resolution... but those are rare days. Most other times (like today), you'll get an agent who (a) couldn't care less (maybe they're having a bad day and taking it out on the customer???), (b) is argumentative - remember we've had 10 years' experience with their system so we actually DO know what we're talking about - and (c) acts really snotty and disrespectful towards the customer even when they're proven wrong. I, for one, am SO frustrated right now and, no, our *urgent* issue still hasn't been resolved after over 2 weeks of trying to get it fixed! (This is NOT an unusual situation for us to find ourselves in, with this company.) If you have any other choice - do NOT engage SurePayroll. (Why don't we leave? Unfortunately, we're stuck with them and have no choice but, if we had our time over again, we'd never have selected them!) read more

update! They contacted me and fixed the refund issue!! Finally all set. If you're thinking about a payroll service, just understand that if there are issues, it may take a while to resolve. Basic stuff is fine. read more

I HATE SURE PAYROLL SERVICE COMPANY!!!! No service but Money takers. They will take your money with no better service. They have been charging the monthly service fees till April 2025, even though I called them to cancel the service last year, 2024. I changed the payroll service company to QUICKBOOKS/Intuit, the best company, with no hassle. read more

Customer service is absolutely terrible, and pricing is dishonest. Every time that I haven't needed to speak with someone it takes forever to connect with the right person. Today, it took me 70 minutes to speak with their billing department. Their pricing page appears to be very straightforward, and there is no mention whatsoever that the displayed pricing is promotional. However, they charge a number of their clients a much higher rate. I'm fairly certain this is illegal (to show pricing that is promotional and not state it as such) in a number of states. read more

Here is my latest update on the ongoing Sure Payroll issues since Nov 2025. After dozens of phone calls and promises of taking care of this The Unemployment filed a business lien on my business. This after Sure payroll had filed but did not make the payment. Now after the first and second qtr 2025 correct filing and then somehow not being able to file third quarter they have now filed and instead of making the payment they sent me a note saying they needed a PIN Number from the state. I had one simple question which has been my question every time since last November. Why now do you need this after all had been fine until qtr 3 and now that all are filed? No one can answer the question even after yet 3 more commitments to do so. They put customer service on the line while senior management and the departments responsible hide and do not take calls. I went and paid the money taking yet more of my time. 7 MONTHS and no resolution. This is the third year with Sure Payroll with each year having major issues. I have over the three years over $ 2000 of MY TIME continuing to call them with no resolve just more delays and promises that are never kept. Nothing but problems Stay away. BTW they are owned by Paychex and I see they have similar complaints. What a surprise read more

AVOID AT ALL COST!! I would give it negative 5 stars if I could! To start their customer service is atrocious. After you "opt in" to their 401(k) plan, be prepared for tons of maintenance fees. If you cancel, whatever fee amounts that they tell you... plan for at least double that amount and be ready for the worst of the worst customer service representatives, period. I was put on hold for hours at a time and their business day ended with me on an indefinite hold. When I called back and requested a manager, one was never available. They bounce calls around and kept putting me on exorbitantly long holds. The times that I called to ask compliance questions, they insist on sending email communications with outdated instructions that they then hide behind. The instructions are completely worthless and they contain screenshots that do not mirror the current web interface. The Sure Payroll 401(k) group is separate from the Sure Payroll processing group, and they are honest about that; however, the person in charge of the 401(k) team needs to be held accountable for the shortcomings of everyone below him/her. STAY AWAY AND DO NOT DO BUSINESS WITH THIS COMPANY!! THESE OTHER REVIEWS ARE SPOT ON!! read more

What a disaster of epic proportions!!! We started using their service mid quarter. I sent them all the payroll records covering the first month, and expected them to tie it into the QTR end figures. NOPE!!!!!! Months later, we start getting refunds from the state and IRS, huh? When they finally fixed it months later, they never submitted amended returns. Then again, months later, I see they still never filed state returns. They tell me they didn't have access???!!!!!!!! This should have been addressed day one! Now, here we are a year later, and the state returns still have not been submitted! STAY AWAY! They have no clue what they are doing or how to do it, and we will end up paying the price for it. read more

Run from sure payroll. Hidden fees will get you. Getting help is very hard. When I had a concern, they rejected it before they even sought to understand it. The fees are hard to see, creep up, and then just watch the extra charges hit your bank accounts. Stay away! read more

They said no biggy try out the 401k for free. So I checked it out. Then I told them it wasn't right for me and a $500 cancelation fee. I have been trying to cancel for eight months now and charged and additional $600 while trying to cancel. They send me emails it is officially closed and three months later a new email with some new requirement and bill. This screams extortion and scandal to me. Customer service can barely handle a customer saying they are upset and they are trained to scream with any mildly unsatisfied customer "stop yelling and harassing me." They are rude and escalate immediately because they want to hang up on you. They think words like "scam" are swear words. They just keep yelling "do not swear at me" until you finally do. Next have a supervisor call back and say "Now if you hire an attorney we have a recorded phone call of you swearing for court." I spend thirty minutes with the supervisor saying "we are going to do things my way" me responding back "just look up my account what do you need to look up my account". Finally I just kept repeating my account number to him he started saying "blah blah blah blah blah" for about five minutes and hung up. Call me entitled again after making $1175 dollars off of me and not doing an ounce of work. read more

They block you from logging in if you aren't in the USA. So if you travel for business internationally or ever want to go on a vacation, they think that hackers don't understand VPN's or VDI's. When I brought this to their concern they told me that my business wasn't important enough for them to change things. Ok, Well... BYE! read more

Unhelpful for household employers. They will lure you in with a low rate or promo and then ask for additional money to do the basic tax stuff, such as issue W2s and file and pay yearend taxes. There are also several fees and add-ons they try to charge you. Their customer service agents will over-promise and tell you things that are not accurate, so then you have to deal with another agent to fix the issues. read more

Really disappointed in SurePayroll. They have been collecting but not submitting our payroll deductions to the Federal and State level. I only found this out when LIEN notice was placed on my State account. Turns out they have yet to file my Q1 2024 State return (it currently is mid June). When I spoke with the state they said that a token payment of $22.00 was paid on the account April 30th (just before the Q1 deadline) to avoid action. I called SurePayroll repeatedly and advised them of a State Notice in early May and they said they would take care of it - that their 'tax department' had 45 days to deal with items like this. I have yet to hear back on my complaint. Looks like I am going to have to pay all the deductions again and find a new payroll service. The first year I used them they were okay but this is going to be a financial hit. read more

Horrific payroll service. Try and send them a customer request and they promptly ignore it over and over again. How can you do payroll with a company that does that? read more

So had them for a couple of years. Processing easy. I left for a different company for a referral friend, They kept billing me for 6 months and only was willing to reimburse me 3 months even though I stopped using the services. read more

Customer service is terrible. They lied and said that I didn't pass a background check to start using their services for my clients. I use other payroll software without any problems. I was adding them as another option for clients that have preferences. If you ever get a call, email or text from Jacob Robert Lee, please hang up. He is the epidemy of rude. Then goes to say that they can't provide information to why. So if you can't then how do you know that I didn't pass your background check. Nothing on my background or my business background to be denied of a platform services. If fraudulent information was placed then it should have been brought to my attention. We can't catch all illegitimate companies coming through however, the processor should not be at fault for the greed of others. I don't know if this is the case or not but that did not give Jacob Robert Lee the authority to talk to anyone rudely. read more

There's a reason it's really cheap. I regret signing up. Trying to switch to auto payroll is not easy. There's an FAQ on how to do it with no links. No one returns calls although I got a solicitation call from them trying to sell me more services. I do not recommend. read more

Terrible customer service and never get back. They do not know how to communicate with their customer. They forgot to file my tax and keep blaming IRS read more

This company wouldn't help me get my W2 and my employer couldn't help either. Stay away at all costs.

Here we are one and a half years later and they are worse than before. They have ZERO concept of what a 1099/contract laborer is. They actually ask for a birthdate and sex. When I asked about this they said "make something up". So Surepayroll tells me to lie (pull the tapes). They do not know how to communicate with their customer, address priority situations or be helpful in anyway. DO NOT REPEAT DO NOT use this company read more

Save yourself the headache. Between numerous mistakes, and an inability to read email or listen to what you're needs are on a phone call, I would NOT recommend their services. They failed to submit payroll for months and then the state sent our information to collections. This is AFTER we straightened things out with them 6 months prior. Not sure what the problem is, but what a pita. Stay away! You get what you pay for. read more

Not helpful, not responsive, poor communication to customers. I've used them for a while and needed to change tax paperwork when we moved to a different state. Their communication and responsiveness are terrible - I've been emailing and requesting their help for over 2 months and not only has it not been resolved, they haven't even begun to work on the issue. I had to make 7 or 8 phone calls to them just to get them to start resolving this issue, and that doesn't include all the emails back and forth. When I asked them to escalate the issue, they told me there's nothing they can do. I would not recommend Sure Payroll. read more

Terrible service and a bizarre email saying their risk team could approve my payroll setup. No explanation and no chance to remedy any issues. Left scrambling to find another solution. Use someone else! read more

I haven't had as bad of an experience as others shared but check fees associated with support. When a support person can correct something in less than 5 minutes but still charges us a fee to do it, it's frustrating and unreasonable. Ask about fees you may incur for all support before you commit. read more

They are horrible, I've spent MONTHS cleaning up the mess they left me with when they didn't file a bunch of tax paperwork they were supposed to, I've paid so much money in fees from different tax agencies. read more

I have been trying to close my payroll account because I no longer have any employees. It has literally taken weeks. None of their employees can help, nobody follows up or responds, and they continue to bill me for no services. DO NOT get involved with this company. read more

This company is the worst to get anyone to answer any questions! Good luck if you need to speak to customer service you will be on hold for over and hour. They got my SSN wrong on my W-2 . To connect to any one is a nightmare I waited for 1:30 and I was disconnected! Then I called back and chose to be called back and of course no call back! Terrible customer service! read more

Absolutely horrible company. We closed our business at the end of 2021 and now cannot access any of our employees year end tax form. I have spent hours a day on hold trying to reach someone to get them and as of mid march still have no answers of forms. read more

The absolute worst and would never use again. Customer service is a joke. Someone was assigned to my account. Everything is great when they are "onboarding you". After that . . . not so much. I had a nanny. Took me forever to get them to have payroll set up correctly. Nanny was let go before the end of last year. Contacted them and they said that the service would be terminated. I asked if there was anything left to do on my end and I was told no. The charges were on my wife's account which I reviewed today and found that the service wasn't terminated and that we were billed monthly w/o payroll for the last 11 months. I tried to call. Couldn't get through. Left message. I got a text saying they had been trying to reaching to discuss how they could keep my business. Finally confirmed termination. Now all I want is a shower. Use ADP. Use anybody else. read more

I've been a client of SurePayroll for 15 years. This year will be my last. Switching to ADP. SurePayroll is no longer able to figure out vacation accrual. Half of my employees are not earning vacation each pay period. After calling several times, speaking with different people, and never getting an answer or a fix to the problem, I am giving up. The last call was the best, the customer "service" agent told me that the accrual thing was a known problem and they don't know how to fix it. After my employee filed a wage theft claim, I had to do something. I've been manually calculating accurate vacation hours and telling everyone that they should just ignore the false information on their paystub. The agents seem to do the best they can, but the company isn't backing them up. I've been promised follow up by a supervisor (many time) but have never been contacted. I would never recommend their services to another company. read more

I agree with previous reviewer. They so screwed up my payroll taxes that it would have put me out of business had I not had a contact high up in State government. Even she was initially unable to get past the inexperienced "customer service" gatekeepers to get to the legal department. When she threatened to shut them down, they finally let her through. Even after their mistakes got fixed, and after many contacts, I have been unable to get them to stop taking 39 a month out of my bank account. Shut down the account and they are still billing me. If they actually had customer SERVICE they might be able to do a better job. read more