Payroo Omdömen 

I am not a payroll expert, but wanted a free or reasonably priced package to do the payroll myself as I was looking to save money on bookkeeping expenses and to take control of my payroll. The package took some getting use to but have managed to use for the last couple of years. However, I have just found out that they are now charging for the software and have been since January. Only just received the first invoice and is very expensive. Sage and Quickbooks are a lot cheaper now, if you are a small business. But was is totally unacceptable is that I was not informed that there was now a monthly charge. By all accounts they announced it on their web site. They have my email so no excuse not to inform us of the pending price hike. Works out to a 1200% price increase. Needless to say will me moving packages.

I work for a Payroll Bureau who uses PayRoo as well as their associated company Able Payroll (they also have another company AE Exchange but I am yet to use this program as it would require manually entering all of the information from Able/PayRoo into AE Exchange in order to make use of the pension transfer facility)

The process is very basic but does function well as long as you don't ask too much of it. However, it is unprofessional, with spelling mistakes, broken links, and sometimes completely inaccurate advice. The online support is minimal; over the past 3 years of using PayRoo/Able Payroll, I have found my answer in the online support once, possibly twice. There is a good selection of reports, however, I find that most seem to display the same information but in a different format. It is also missing vital reports, such as starter/leaver reports or holiday reports, and there are no auditing capabilities whatsoever.

There are some glaring holes in the software, such as the lack of an option to file a second Full Payment Submission, or to amend a CIS return. There is also no option for bureaus/accountants to batch submit payroll information if there are more than 3 employees per client.

Another fundamental issue is that the 'net to gross payment' calculation has not been updated since automatic enrolment, and so net to gross is not net to gross at all as the pension deductions are not included in this calculation!

All of this aside, the very worst thing about this company is by far the diabolical customer service they provide. There is generally one man who answers the phone, and he could not be any more rude, unprofessional or unhelpful. He refuses to give his name so unfortunately I cannot name and shame.
From my experience, anyone who answers the phone (and emails generally, although you are more likely to have better luck with email) is challenged with trying to make the caller's life as difficult as possible, and have absolutely not one single answer for any question, regardless of how simple it is, and at the same time manage to make you feel like you are the most idiotic person in the world. There are no words to explain how poor their customer service helplines are. I did wonder if possibly the poor customer service was personal to our company, however, after reading these reviews it would seem it is generalised.

As a result of this terrible service, the issues I have had with the program have NEVER been resolved, and I have been forced to come up with an alternate solution myself, usually involving using other pieces of software to do particular jobs.

If you are an individual company or a bureau looking for a cost-effective way to run your payroll, I would strongly advise looking elsewhere for this. It may be cheap but the hassle and issues you will have are NOT worth it.

I have been using Payroo for over 5 years after taking the plunge to come away from Sage Payroll when it became so expensive. We have 6 employees. I was apprehensive coming away from the safety net that the excellent Sage package and support offers but I don't regret it at all.

Payroo has been excellent. There is a learning curve to it so not a good option for the novice payroll administrator since there is virtually no support other than the help pages within the program that are sufficient for me for the queries I sometimes have. If you are an experienced Payroll administrator, then you should be able to get to grips with using Payroo after spending some time studying the package and its help pages. It is a completely free, comprehensive package that works brilliantly when you know how to use it. It is free, so you cannot expect any support in my opinion. Having said that, I did make an error one year and emailed the team at Payroo, they did respond in a limited capacity, but it was enough for me to figure out what I had to do to correct my mistake. Using Payroo has saved our small company around £3,000 in the 5 years I have been using it. And, it is completely HMRC and RTI compliant.

If it works - it's good, although some features are missing (e.g. adding employee's name to a file title when saving FPS). If it does not work, you are on your own, because Payroo staff is not remotely interested in helping you. Their feature for CIS cannot handle VAT registered sub-contractors, so the VAT amount is not included in the "Net payment including VAT". Payroo staff will be rude, unhelpful and ignorant, so the software is not free - it will cost you in time and frustration.

Pretty easy to use and performs everything we need as a small business. All the better for being free!!

Unsupportive, rude employees. Lack of interest in clients.

This company are a disgrace, rude and unhelpful when asking for help - do not use them!

Have just signed up to this software for the new payroll year. I read all the negative feedback about support and decided to give it a go despite that, on the basis that I rarely use support services anyway. Glad I ignored it as I now have free payroll and CIS software which has just successfully filed both Returns for M1. If you haven't had much payroll experience or used free software packages before then you may struggle. But if not, go for Payroo. Its works (so far!) and it's free - CIS as well. Chuffed! :-)

I absolutely love Payroo. We are a small business with a small payroll and this software is a perfect fit for us. I have n reservations at all and I would recommend to anyone. A definite thumbs up.

As other reviews have stated the support person clearly does not want to be there. He is very unhelpful and does not offer any solution the issue. I have been submitting my returns to HMRC, I logged in today to see that 8 months had not been processed. I know that I have sent them, I asked support if they have any audit trails that will show that I have sent them and they have just not been processed through their system. The response was there is nothing that they are willing to do to help. Or even look into this issue.
BEWARE when you use them there is minimal support, and they do not want to help.

I run a payroll bureau and had issues uploading new employees so I called Payroo for help and was told to put my problems in an e mail and someone would respond in 24 hours. Six week's later and 12 e mails no one ever bothers to respond, no one even picks up the telephone anymore. Therefore I pulled the plug today and moved my 36 payrolls over to MyPaye whose dashboard and reports are far better. If you like no service or can do without support if things go wrong then its for you, if you like these expected necessities go elsewhere.

The software itself is relatively straight forward (with the notable exception of auto enrolment pension settings, although given the ticking time bomb of bureaucratic nonsense that is, it's hardly surprising ) , and let's not forget that for smaller businesses it is totally free. That much is true, and reasonably credit worthy. If you have a problem or query however, don't expect to get any competent or useful help. Whilst help is easily accessible, there is a distinct lack of pertinent knowledge either of PAYE or of the Payroo software itself, and the default position is inevitably a nod in the direction of the FAQs that rarely if ever answer anything other than the most basic of queries, and given that you're considering using PAYE software at all, you'll likely know far more than the FAQs might answer already. If you are not pointed in the direction of the FAQs then the next Payroo fallback position is to blame HMRC for pretty much everything. This is just my experience, and perhaps I don't know as much about PAYE as I think I do, although I'm pretty sure that's not the case. All in all, my short opinion would be: Acceptable [well, it is free for us smaller businesses], but flawed.

Rude and unhelpful, beware at all costs!!!!! If I could give no stars at all I would do so. Firstly the exceptionally overcomplicated and anal security is designed so you forget it and cannot log in if an employee leaves without sharing the log in details. In this situation it involved paying Payroo to provide the log in details again, writing to their office, providing significant evidence of our right to log into this account (despite me being the only director), and waiting for recorded delivery posted reset information. The so called free service had 'lapsed' past the period when we could access it, as no one had logged in for a while, so when we then tried to retrieve previous data we were told we would have to pay £200 to restore the lapsed account. Despite stressing the dates for the data we required there was no mention by Payroo that they did not hold that year's figures on their system, and indeed it was elsewhere...too late though as despite being told the dates we wanted to recover many times, they did not reveal to us that they didn't hold this information until after we had paid the £200 data ransom and recovered the password details.

Rang today for advise as this is the first time have processed wages. Wow what appalling customer service. The phone was answered with a gruff hello ( I thought I’d dialled an old mans home number by mistake ). No help whatsoever with my query and just kept talking over me saying “ we don’t offer training over the phone “... I wasn’t after training just some help !! As soon as we can we’ll sign up to someone else. They clearly don’t value their customers .. downright rude. Avoid at all costs

Ignorant and rude customer service, unable to listen and problem-solve. Completely in denial about the faults in the software, and blame HMRC, us, and the moon. No wonder it's free, as nobody in their right mind would pay for such appalling, ignorant so-called 'support'. Changing software providers as a result.

The most rude and arrogant people at customer support. Will change payroll provider. I have a feeling that John Knigh who supposed to be FCA chartered account/ the owner answers the phone himself or he is totally ignoring what his team is doing = loosing clients. Would not use them again.

As a new Employer I was submitting my first monthly pay information to HMRC and found it tricky to input some information, so thought it best to directly contact payroo for help. Even better however, there was an advisor online able to talk me through what I needed to do via chat there and then which made things very easy for me and he was able to solve my queries with ease. Extremely helpful facility, friendly and informative advisor, would recommend using this platform.

For someone who is not an accountant, or HR person, but a small business owner who has staff to pay, I find Payroo awful. It is not user friendly, it is not obvious as to what to do, or where to look. The help section is not particularly helpful. But worst of all when I have on a few occasions not been able to find out for myself how to do something, and called the helpline, I have been met with brusqueness, rudeness, and condescension. I therefore resorted to emailing my next couple of queries so I didn't have to put up with that. They were never replied to. Steer clear, use someone else.

It's a shame you have to give it a star at all.

"Support" is the worst I've ever had the misfortune to call. Rude, non-helpful and hang up. Was told had to go through pages of setting and just try different things to see if it would resolve the problem.