BrightPay support is free.

Our team of polite and helpful payroll experts is available via phone or email, ready to respond to any issues, questions, comments or feedback you may have. Please don't hesitate to get in touch. Did we mention it's free?

Get in touch

Call us on 0345 9390019*, email us at support@brightpay.co.uk, or complete our online form.

Our support team is located in our Duleek office in the Republic of Ireland. It's comprised of UK payroll experts who are able to liaise directly with our developers.

*While we don't charge for calls, please check whether your phone provider has an associated charge for 0345 numbers.

Opening hours

Mon 09:00 - 13:00, 14:00 - 17:00
Tue 09:30 - 13:00, 14:00 - 17:00
Wed 09:00 - 13:00, 14:00 - 17:00
Thu 09:00 - 13:00, 14:00 - 17:00
Fri 09:00 - 13:00, 14:00 - 17:00

Is support really free?

Yes! You will never catch us charging for expensive support packages or trying to profit from your need for help. We have been developing software for over 25 years and have always believed in free support. It's best for our customers and motivates us to create easy to use, problem-free software.


Frequently Asked Questions

I have purchased a licence key for the new year - how do I upgrade the software?

Every tax year we release brand new software in line with the new budgetary requirements. Thus, to move your payroll on to a new tax year, simply download the new tax year version of BrightPay that is available on our website at https://www.brightpay.co.uk/download/ .

Once downloaded, this will install separately to your previous year’s software and you will see a new BrightPay icon appear on your desktop.

Your BrightPay software for the new tax year will contain a seamless import facility to bring across your employee details from the previous tax year's version of BrightPay. In doing so, your previous year’s information will remain untouched and accessible.  

Further guidance on the above is available here.



I have purchased a licence key but my software is saying 'trial version'?

BrightPay will initially download as a 60-day free trial (with full functionality).

On purchasing a new tax year licence from us, you will have received a licence key on the invoice that was emailed to you.

Simply select 'Upgrade Licence' on the 'Open Company' screen of your BrightPay software and enter and activate your licence key here.

Your software will no longer show as a free trial and instead will indicate your purchased licence type.


 

Is it okay to import into my new tax year version of BrightPay before completing payroll for the previous tax year?

We advise waiting until your payroll is fully completed for the current tax year before importing into the new tax year version.

This will ensure the most accurate and up-to-date information is being imported from the previous tax year.



Do I need to send a new Employer Payment Summary to HMRC to claim the Employment Allowance?

Yes. Since 6th April 2020, Employment Allowance does not auto renew for an employer as it did in previous tax years.

An employer now has to submit an Employer Payment Summary to HMRC every tax year to notify HMRC that they will be claiming the Employment Allowance.

Once this EPS is sent to HMRC, the employer can then enable the Employment Allowance in the first tax period within the 'HMRC Payments' utility in BrightPay.

Please note: HMRC must also be notified via an Employer Payment Summary if you are no longer eligible for the Employment Allowance.

Further guidance on operating the Employment Allowance in BrightPay is available here .



What is required to complete the tax year?

Completing the tax year is very straight forward. We have a 5 step guide to assist you with year-end which can be found here.

Year-end FAQs can also be accessed here.



How do I notify HMRC that I have sent my final submission for the year?

At the end of the tax year, a final Employer Payment Summary (EPS) submission will be required in addition to your final FPS for the year, to inform HMRC that you have completed your final submission for the year.

Guidance on this can be found here.



We would like to set up BrightPay so that it is accessible to multiple users on different machines. Can BrightPay be installed on a server/network?

BrightPay employer data files can be stored on a shared network drive (or cloud drive) to be accessed by multiple PCs or Macs.

The BrightPay software application must be installed on each individual PC or Mac you wish to use to access the shared location. A single BrightPay licence allows for up to ten installations.



How do I transfer my BrightPay software and payroll files to a new PC or Mac?

Please access our dedicated guidance here.

Why is the National Insurance for Directors different in month 12/week 52?

Under the Pro-Rata Basis (Alternate Basis), when the final payment of the director’s earnings in the tax year (or directorship) is being made, you must:

• reassess the NICs due on the director’s total earnings for the tax year on the basis of an annual (or pro rata annual) earnings period, as appropriate.

Further information on Directors’ NIC can be found here.



I have entered a note on the payslips but it isn't appearing on the payslips?

Within the 'Print/Email/Export Payslip' utility within 'Payroll', you have an 'Options' facility - the box to 'Show notes' on the payslip just needs to be ticked here. 

Employee notes will appear on the payslips once this is ticked.



Are there any additional costs once I have purchased a licence?

BrightPay licences are priced per tax year and are valid only for the tax year in question (as opposed to from date of purchase).

New independent software is released every tax year in line with budgetary requirements, for which a new licence will be required should you wish to continue using BrightPay. Any budgetary or software upgrades required during a tax year for which you hold a licence will be provided free of charge.

All our software licences include free telephone and email support.

Payslips can be printed using BrightPay on to blank A4 or A5 paper, so there is no obligation to purchase specialist payslip stationery. For users who do wish to use payslip stationery, we have two types of payslip available for purchase:

 

  • Security payslips – a combined payslip and envelope in one

  • 2 per Page payslips - A4 payslip stationery perforated in the middle. Envelopes are also available for use with these payslips.

 



If an increase to the number of employers/employees is required, is the full licence fee chargeable?

The cost to upgrade the licence type is the difference between the original purchase price and the price of the upgraded licence.



What training/support is available?

Online video tutorials can be found on our website at https://www.brightpay.co.uk/tutorials. These tutorials cover the main functions of BrightPay and provide step-by-step guidance in using the software. 

Also on our website you will find comprehensive online documentation that is categorised into the various functions of the software. On selecting a category and a topic within them, simply view on screen or print if desired.

Our online support documentation can also be accessed from within the BrightPay software. Simply click function key F1 in a screen where you require help.



Does BrightPay have HMRC recognition?

BrightPay has been tested by HMRC to check it can report PAYE information online and in real time (RTI), and has received full recognition for the current tax year.

As evidence, you can find BrightPay recorded on the HMRC payroll software listings.