Q. I expect to have fewer active employers in the coming year. How can I make sure my BrightPay Cloud renewal and billing reflect this?
A. If you are on an annual plan, you can update your employer and employee numbers for the next 12‑month period at renewal so that your pre‑paid amount is based only on those you wish to include. Please contact us around your renewal time to confirm the new totals.
Bonus: At the start of a new tax year, you can choose which employers to import into the new year in BrightPay Cloud. You will then be billed only for those active employers; any non‑active employers can remain in the previous tax year without affecting your charges.
Changes to annual account - If the annual renewal has already occurred, we are unable to update the account. For your next annual renewal, you will receive email notification 6 weeks in advance and can request changes at that time.
A member of our Accounts Team will be in touch via email with instructions on how to settle the outstanding amount.
Q: I work for (Company Name), and we use your system for payroll. I’m trying to set up my account on the new platform, but I can’t log in. Can you help?
A. For monthly billing - employees marked as leavers in a given month are included in that month’s charge, but they won’t be counted in usage charges for future months.
Q. I’ve set up my payment details (Direct Debit/credit card), but no payment has been taken yet. Can you tell me why and how to fix it?
A. It looks like your BrightPay Cloud payment did not go through because your BrightID profile is currently set to the wrong region (UK instead of Ireland)To fix this:
- Go to the Profile tab.
- Change your Region to Ireland, then save your changes.
- Log out of BrightID and then log back in so the change takes effect.
- Re-add your payment method (this is required because payment details are removed when the region is changed).
Once you’ve completed these steps, the system will be able to process your payment and you’ll be able to run your payroll.
If you need to switch from Ireland to UK instead, you can follow the same steps but select UK as your region.
Q. How do I change my billing from annually to monthly?
A. Our Billing team will need to make this change for you. Please contact them by phone or email and they’ll be happy to help.
Note - If you’ve already been charged for an annual plan, your billing can be switched to monthly when your current annual term comes up for renewal. We can switch monthly billing to annual at any time.
Q. I’ve recently paid for my BrightPay Cloud monthly subscription, but when I try to log in it says my organisation’s subscription has expired due to outstanding bills. What should I do?
A. Occasionally, the system may not update your subscription status straight away, and your account can still appear as suspended even after payment.
If you’re confident the invoice has been paid, please email our billing team so we can investigate this for you. Make sure to include:
- Your organisation name
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