Real humans who know payroll — not a ticket black hole.
Payroll does not wait for a help desk. When a tax deadline is hours away or a pay run is blocked, you need answers from someone who understands payroll, taxes, and the way Payrollix works. This page explains how to reach us, what support comes with your plan, the response times we aim for, and the self-service resources available around the clock.
There are three ways to get help from the Payrollix team. The channels available to you depend on your plan — see the breakdown below.
Email: Write to support@payrollix.com any time. Include your client or company name and as much detail as you can so we can dig in right away.
In-app chat: Start a conversation directly inside the Payrollix dashboard without switching tabs or losing context.
Phone support: Talk through complex situations with a person. Reach out through our contact page to connect.
2. What's included with your plan
Every Payrollix customer gets real support. Higher tiers unlock more direct channels. Here is how support maps to plans — the plan names below refer to our accountant plans (Starter, Professional, Agency, Firm, Enterprise), with comparable coverage on our SMB and Enterprise tiers.
Support channel
Available on
Email support
All plansEvery Payrollix customer can email our support team, on any plan and any tier.
In-app chat
Professional plan and aboveChat with us without leaving the dashboard, on the Professional accountant plan and higher tiers.
Phone support
Agency plan and aboveTalk to a person by phone, available on the Agency accountant plan and higher tiers.
Dedicated account manager + priority queue
EnterpriseA named point of contact who knows your account, plus priority handling ahead of the standard queue.
3. Response-time targets
The times below are targets we aim for, not contractual guarantees. They reflect how quickly we work to respond under normal conditions.
Email: We aim to respond within one business day.
In-app chat: We aim to reply the same business day during support hours.
Phone: Available to Agency-plan and higher customers during support hours.
Enterprise: Priority handling ahead of the standard queue, through a dedicated account manager.
Tax-filing emergencies and payroll-blocking issues are always triaged ahead of general questions, regardless of plan. If a deadline is at risk, tell us in your first message so we can escalate immediately.
4. Onboarding & migration
Switching payroll providers is the part most people dread. With Payrollix, you do not do it alone. Every new customer gets hands-on onboarding and data-migration help at no extra cost — it is included with your plan, not an add-on.
We help you bring over client, employee, and historical payroll data from your previous provider.
We walk you through initial setup — tax IDs, bank connections, pay schedules, and your first payroll run.
We help verify year-to-date totals so your tax filings stay accurate after the move.
5. Support hours
Standard support hours are US business hours, Monday through Friday. Email sent outside those hours is picked up the next business day.
We expand coverage around payroll-critical periods — quarter-end and year-end, when filing deadlines cluster and pay runs cannot slip. During these windows we add hours so help is available when you need it most.
6. Help yourself, anytime
Sometimes the fastest answer is one you can find yourself. Our self-service documentation is available 24/7, no matter your plan.
Help Center: Step-by-step articles and answers to common questions in the Help Center.
Guides: In-depth guides on payroll, taxes, and getting the most out of Payrollix in our resources.
7. Contact
Need a hand, or have a question before you sign up?
Response times on this page are targets we strive to meet under normal conditions, not contractual service-level guarantees. Support channels and hours may evolve as the service grows; material changes will be reflected on this page.