Honest Review (2024)

Comprehensive HR features and user-friendly interface but barely functional mobile app and limited customer support.

Written by Asim Qureshi
By Asim Qureshi, CEO Jibble

As a CEO of a time tracking software company I need to know what my competitors are up to. That means I’m often researching about and/or playing around with their products, you know, it’s part of the job. Thus, this PrimePay review. Here, I share my findings of that research, giving credit to those competitors where credit is due and being honest about which products I believe you really need to avoid. And so, there you have it, this PrimePay review, and in it, I try to be honest, fair, and insightful…

This Review Covers:


PrimePay is a payroll and HR solution designed specifically for small and emerging businesses. It has an array of offerings, including comprehensive payroll services and efficient time and labor management. Its HR management suite encompasses benefits administration, onboarding solutions, and compliance support.

One feature that really impressed me is PrimePay’s unique ability to streamline the rehiring process, sparing businesses from repetitive onboarding procedures for returning employees. Another highlight is the platform’s transparent pricing policy, ensuring you always know what you’re paying for. The user-friendly interface allows customization to suit the specific needs of different companies, which is a significant plus.

While there’s a lot to like about PrimePay, there are some areas for improvement. The mobile app has issues with logging in and operational glitches, which can be frustrating. Additionally, although the reports provide valuable insights, they might be a bit challenging to navigate effectively. Another consideration is that customer support is available only on weekdays, potentially posing limitations for organizations in urgent situations.

Screen showing dashboard of PrimePay with all the necessary features

What Do Users Like About PrimePay

  • Easy to use and learn
  • Saves time with automation
  • Everything in one place
  • Customizable

What Don’t Users  Like About PrimePay

  • Difficulties logging in
  • Hard to navigate through reports
  • Barely functional mobile app
  • Weak customer support

What Pricing Plans Does PrimePay Offer?

PrimePay presents two distinct pricing bundles – the Starter Bundle and the Advanced Bundle. These pricing plans operate on a per-employee per month (PEPM) basis, allowing you to choose the package that aligns best with your business needs.

Their Starter Bundle consists of three pricing plans:

  • Payroll Essentials – Starts at $5 PEPM ($99 minimum up to 10 employees)
  • HR Essentials – Starts at $5 PEPM ($125 minimum)
  • HR Advantage – Starts at $8 PEPM ($200 minimum)

Their Advanced Bundle also consists of three pricing plans:

  • HCM Essentials – Starts at $10 PEPM ($250 minimum)
  • HCM Complete – Starts at $15 PEPM ($750 minimum)
  • HCM Premium – Starts at $17 PEPM ($850 minimum)

What are the Standout Features of PrimePay?

1. Benefits Administration

PrimePay revolutionizes benefits administration with automation, collaboration, and efficiency. This unifies HR, payroll, benefits brokers, and clients, streamlining the selection, tracking, and management of benefits.

Through employee self-service options and streamlined administrative workflows, benefits enrollment becomes efficient, compliant, and hassle-free. Notably, changes in benefits seamlessly integrate into payroll configurations and other employee records, ensuring accuracy across the board.

This strategy extends to talent attraction and retention. By simplifying benefits and ensuring compliance, PrimePay empowers companies to design appealing benefits programs that support and retain employees effectively. In addition, PrimePay offers a range of specialized services including Pre-Tax Benefit Administration, Premium Only Plan (POP) Services, Retirement Services, and Claims Processing Services.

2. Compliance Services

PrimePay helps businesses navigate intricate regulatory landscapes, especially within the realm of payroll complexities. Managing compliance in such an environment can be overwhelming, but with PrimePay’s expertise, businesses can shift their focus to growth while leaving the compliance details to the experts.

Amidst the intricacies of the Affordable Care Act (ACA) and shifting legal requirements, PrimePay’s ACA Compliance Navigator guides businesses through the complexities, ensuring the fulfillment of obligations. For Online Payroll clients, streamlined Forms 1094 & 1095 filing simplifies reporting, with data integration from our payroll system.

PrimePay extends its compliance support to encompass Non-Discrimination Testing (NDT) equality and COBRA-qualified plan administration, averting penalties and simplifying operations. Casebuilder, PrimePay’s on-demand claims management tool, expedites claims handling and resolution.

3. Time and Attendance

PrimePay offers seamless time and attendance tracking through both a mobile app and a desktop interface, ensuring accuracy at every step. Its capabilities include data synchronization between time tracking and payroll, and simplifying time review and approval processes.

PrimePay’s time & attendance system ensures precise timekeeping, efficient scheduling, and accrual monitoring. Managing tasks like timesheet approvals, responding to time-off requests, and schedule management becomes simplified and effective.

Furthermore, this time and attendance system serves as a shield against potential legal risks. By mitigating the chance of federal and state wage-and-hour litigation, businesses can avoid substantial back-wage expenses. This proactive approach safeguards against unnecessary financial burdens and ensures compliance.

4. HR support center 

PrimePay, as a human resources software, efficiently tackles the most time-consuming administrative tasks, allowing businesses to unleash the true potential of their workforce management.

Its employee self-service feature stands as a key highlight, benefiting both employees and HR staff. By granting employees the ability to access and update their own information, the workload of HR professionals is lightened, and the accuracy and timeliness of employee data are enhanced.

PrimePay excels in onboarding processes as well. It seamlessly manages and automates employee profiles, simplifying the setup for new hires and creating an automated termination process for future use. Moreover, the software stays up-to-date with federal, state, and local regulations, ensuring compliance and reducing associated risks and costs tied to payroll and tax obligations.


Selected Positive User Feedback: 

  • “Primepay is a relatively easy-to-use program. Payroll is a breeze with Primepay, and setting up new employees is quick and easy. Employees can easily access all their payroll information. .” – Mia P. (Source G2)
  • “They have useful tools and everything I need to process payroll, including a very accessible and helpful customer service support team.” – Rose W. (Source G2)
  • PrimePay’s interface is very intuitive. It’s an easy-to-learn system while still being robust enough to meet our needs. We have found that other platforms are not nearly as user friendly.” – Angela H. (Source G2)
  • Very easy to navigate, easy onboarding, having my own customer service support person assigned to my accounts. Ease of pulling reports and rehiring without onboarding again.” – Donna C. (Source G2)
  • “I like that I am able to get in and get new employees set up with little to no real hoops to jump over or through. We have a lot of turnover in my business so it helps to be able to go in quickly and get people set up.” – Diamond P. (Source G2)
  • “Its price and ease of performing our payroll processing.” – David S.  (Source G2)
  • “Customer Service. User-friendly intuitive portal.” – Jennifer T. (Source G2)
  • “I like the way it enabled me to view my records at all of the locations in the archdiocese where I worked.” – John S. (Source Capterra)
  • Ease of use; easy to navigate; and intuitive.” – Doug K.  (Source Capterra)
  • “I can make easy adjustments online myself. If I need help PrimePay is always there!” – Anthony C. (Source Capterra)
  • Easy to use. Very customer friendly!” – Nicholas F. (Source Capterra)
  • Ease of use and functionality with on-time delivery.” – Verified Reviewer (Source Capterra)
  • “User Experience (UX) design makes it so intuitive, easy, and fast. once initial set-up is complete.” – Manuel A. (Source Capterra)
  • “It is nice that our employees can log in and out remotely. Also, the ability to edit “punches” allows for flexibility in workdays to record compensable time.” – Stever R. (Source Capterra)
  • Easy to use, and great report structures.
  • “Love that HR3 has carrier feeds. The new timeclock is great!” – Adeli L. (Source Capterra)

Selected Negative User Feedback: 

  • Why even have an app if it isn’t working at all? I get an error message every time I try to log in “Authentication Failed”.” – Tcar (Source App Store)
  • I am unable to see my pay statements. Always has an error message.” – Espuleen (Source App Store)
  • Anytime I try to clock in and out it opens my camera. This app alone has made me several minutes late.” – Tortillawitch (Source Google Play)
  • Doesn’t allow you to log in.” – Google User (Source Google Play)
  • Some reports are difficult to find/pull without support. Having to wait days to know if an employee hasn’t been paid.” – Dona C. (Source G2)
  • “Sometimes the updates prove to be not business logical. They changed the way in which you update pay amounts and its a dated system and was very hard to correct or understand.” – Diamond P. (Source G2)
  • Hard to navigate through reports. Some checkboxes are small and easy to miss. Offers limited integration options.” – Julie F. (Source G2)
  • “I dislike that the representatives are not knowledgeable when you need to contact them.” – Carissa R J. (Source G2)
  • There is a limit to customizing. The software cannot show a running tally of a person’s hours worked per workweek on their time card in the mobile version. I also had problem with navigating reports.” – Shannon M.  (Source Capterra)
  • Customer support should be faster in responding to customers, some errors may occur in issuing reports.” – Verified Reviewer (Source Capterra)
  • No support after the sale. Difficult to reach anyone outside the normal weekly interaction.” – John S. (Source Capterra)
  • I can no longer log into the site. After multiple calls for assistance, they are still unable to resolve the problems.” – Verified Reviewer (Source Capterra)
  • “The “forgot my password” feature doesn’t work. When it rejected the password I’ve used for the past few months, it sends me an e-mail with a link.” – John S. (Source Capterra)
  • “Sometimes the software is a little bit slow. Cannot integrate with accounting software.” – Verified Reviewer in Consumer Goods (Source G2)

What are PrimePay’s Ratings from Other Review Sites?

(As of December 2023)

  • Capterra: 3.6/5
  • G2: 4.3/5
  • GetApp: 3.7/5
  • Google Play Store: 2.4/5
  • Software Advice: 3.5/10

What’s My Final Verdict on PrimePay?

In conclusion, PrimePay has an extensive range of offerings, from comprehensive payroll services to efficient time and labor management, making it a valuable asset for streamlining business operations. The HR management suite, encompassing benefits administration, onboarding solutions, and compliance support, adds an extra layer of convenience and efficiency.

Its innovative rehiring process, transparent pricing, and customizable interface highlight its commitment to user-friendly and business-oriented solutions. By sparing businesses from repetitive onboarding procedures and ensuring pricing clarity, PrimePay prioritizes efficiency and ease of use.

However, there are some areas for improvement, such as challenges with the mobile app’s functionality and the complexity of navigating reports. Moreover, the limited availability of customer support on weekdays could potentially be a limitation for businesses with urgent needs.

For users considering PrimePay, it’s important to recognize that the software has some areas of improvement if they want to be a strong contender among other software for businesses seeking to streamline their HR and payroll processes.