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Support Access

SimplePay has strict privacy and security measures in place to ensure the protection of your data. As part of these measures, we restrict the access that our employees have to your data. The Support team may on occasion ask you to grant them read-only access to your company’s data in order to investigate an issue.

Granting Access

To give the Support team access:

  • Log into SimplePay
  • Ensure that you are in the company that you need to grant access to by checking that the correct company name appears in the top left-hand corner of the screen. Switch companies if you need to by clicking on the switch link that appears when hovering the mouse next to the company name. Alternatively, go to the Profile icon and click on Companies.
  • Once you’re in the correct company, click on the Help icon (question mark) in the top right-hand corner and select Support.
  • Scroll down to the Grant Access button and click on it.

The Support team will now have read-only access to your company’s data for 48 hours. After 48 hours, this access will expire. As the access is read-only, the Support team will only be able to view the information in your company. They will not be able to make any changes.

Please note: Only grant the Support team access to your company in this manner. Never share your login details with anyone and do not add a Support team member as a user on your account.

Why is Access Necessary?

The SimplePay Support team strives to assist you as much as possible without having to ask for access to your company’s data. However, some issues may have several possible solutions or causes, depending on the set up of the company, Pay Frequency or employee. Having access to this data allows the Support team to investigate the issue fully and identify the cause more accurately or provide the best possible solution for your company’s needs. For example, tax is impacted by an employee’s start date, age, Pay Frequency and payslip items. Queries about how the tax amount is calculated requires the support team to inspect each of these before providing an answer.