Codapay support centre

Our UK-based support team are here to support you along the way with trusted service and maintenance of the solution included as standard.

Dedicated to keeping our clients happy 🙌

We continually review and action our support feedback to ensure our clients stay satisfied. Here are our Q2 2021 service desk ratings:

20 mins

First response time

95%

Tickets closed

100%

Releases on time

100%

Overall SLAs met

4.59/5.00

Client satisfaction

Fast turnaround. Skilled UK-based team.

Our support desk is as easy as 1 - 2 - 3

If you need support with your software, you can count on us to deliver great customer service. All you need to do is log a support ticket.
  • 1
    Log your issue

    Use our simple support desk to log a ticket. Add as much detail as possible with screenshots if relevant.

  • 2
    Leave it with us

    Our support team will acknowledge and investigate the issue, keeping you updated on progress.

  • 3
    Review and sign off

    We'll provide you with a detailed solution. Only once you're completely happy, we'll close the ticket.

Frequently asked questions

We've addressed our most common commercial questions so you can get an answer quickly.

1. What is a cloud-based payroll system and what are the benefits?

Very simply put, cloud-based payroll software is accessed via the internet – rather than through downloaded ‘on-premise’ software. Here are just some of the benefits:

 

  • You can use Codapay across various devices anytime, anywhere (with an internet connection)
  • Documentation is stored online and backed up, so there’s no risk of losing precious data
  • You’ll always be running the latest version, as updates are rolled out automatically
  • There are no hardware or maintenance requirements

 

Find our more in our comprehensive article about cloud payroll software.

2. How secure is Codapay?

Codapay is fully encrypted and GDPR compliant. Our system has been certified by a thorough Cyber Essentials course, and our in-house team release regular updates to ensure the utmost protection.

 

As a cloud-based platform, your documents will not be stored on your dedicated device, meaning there is the added security against physical theft.

3. Will Codapay be suitable if my business grows?

As a limitless solution, Codapay is designed to scale with your business. Even if your workforce increases, you’ll still be able to run payroll in seconds.

 

There’s only one version of Codapay, rather than a tiered system depending on your size. So, there’s no need to worry about time-consuming contract switching. We keep things easy.

4. Do you have any testimonials?

We have a range of detailed testimonials from our clients which we’re happy to share. Simply get in touch.

 

Check out our most recent reviews on our Capterra profile.

5. What are Codapay's accreditations?

We know how important it is for you to choose a software partner you trust. Rest assured that Codapay has seals of approval from the best known and most stringent compliance bodies in the recruitment industry.

 

Our partnerships

6. Do you offer product training?

We can offer either remote or on-site product training for your team. Training is a great way to familiarise yourself with all of Codapay’s great features – and ensures you get the most out of it.

 

If you’re an existing client, contact your Account Manager to arrange a training session.

7. How easy is it to switch payroll solutions?

It’s very easy for you, as our team will guide you step-by-step through the process. You may choose to switch in time for the new tax year to start fresh, but you can also switch mid-year – we’ll just need to transfer year to-date data.

 

We do all the hard work for you, we’ll just need you to complete an onboarding form with all the information required to get you started.

 

Read all about switching to Codapay and download our switching guide.

8. What are the contract terms like?

Our contract terms are very transparent, so you never need to read in between the lines.

 

Our pricing is on a pay-per-usage basis after the initial fee, and 20 hours of monthly support is included in the agreement. There are no hidden costs – if you require bespoke work for your solution, this will be quoted for using our hourly rate.

 

We offer flexible contract lengths to give you peace of mind. The longer your fixed contract, the lower your rates.

 

Best of all, you’ll have a dedicated Account Manager who will take a proactive approach to make sure you’re happy with everything Codapay offers. We’re a friendly bunch who welcome constructive feedback, and take this on board when it comes to product updates.

9. How compatible is Codapay with my current providers?

Codapay is designed to be compatible with your existing pension provider. NEST is already set up within the software, and others can be imported easily.

 

As for your other providers, our friendly team are happy to chat about compatibility and how we can help. Contact us.

10. How is new tax legislation handled?

Our tax experts ensure Codapay is kept up to date with all tax changes and industry updates. System updates are rolled out automatically – free of charge – across our cloud platform. Codapay ensures you stay compliant without the hassle.