12Pay

Is 12Pay useless?

Didn't find your answer?

Firstly, I won't swear this time so please don't delete my thread Aweb team. (It was pride of place pre-transfer to the new site)

Secondly, the issue. 

We use 12Pay. First client has staged. Calculations work correctly, lovely. However, the software has now decided that it doesn't want to send my Auto-Enrolment Communications despite 12Pay's heavy marketing to the contrary. 

I've issued the "AE is coming" reminders... come to the end of the pay period and rolled forward. However, the "here's what we did to your pay" letters haven't been generated by 12Pay. 

Despite me trying to call 12Pay, several times, I am greeted with a "Not available. Please leave a message and we'll get back to you in 24 BUSINESS hours". Not the service I'd hoped for. 

So here I am, appealing to the community. If you can answer in less than 24 business hours I will be mighty impressed. How do I get the damn thing to produce AE communications!?

 

Replies (4)

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By DMGbus
04th May 2016 08:50

A support issue. It is my understanding that 12pay was taken over by Iris a year or two ago. It follows (my experience with currently not working properly PTP P11D program and inadequate help from Iris/PTP) is that support is at a reduced level after Iris takeover a software product.
Regrettably (and sorry not the most helpful answer in the short term) the real answer is to change to a better payroll product with friendly and helpful support, in my case Brightpay is the answer to this essential requirement.

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By Crouchy
04th May 2016 09:05

we jumped ship from 12pay to moneysoft last year and its been a brilliant move

we were unhappy that the AE module was going to nearly double the cost of the software for what should be a standard feature

we also found the support went from bad to downright awful as well

the constant plugging of other IRIS products by 12pay was also a pain in the [***] too

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By pacta
04th May 2016 10:46

Conclusion:

I have just spoken with the team at 12Pay. The "fix" provided has worked, partially, but decided to exclude some non-eleigible and entitled workers from the statutory communications.

Not sure why, tried to call but no answer, again. Maybe I'll learn why in 24 business hours.

In the meantime, I'm off to try BrightPay.

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By Alex_T
04th May 2016 13:39

We moved to BrightPay last year and we have no regrets. We looked at several payroll packages but in the end BrightPay's modern interface and auto enrolment capabilities won us over.
Best of luck!

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