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?

It's currently a busy time for support with the 18/19 tax year coming to an end and new tax year commencing. We respectfully ask that you consult our FAQs (which include the top 10 questions that we are asked) or search our online docs before getting in touch. You may get the answer to your query so much more quickly!

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 Ashbourne 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

How do I notify HMRC that I am sending the 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, this informs HMRC that you have completed your final submission for the year.

Further details on year end can be found here.

What is required to complete the tax year?

Completing the tax year is very straight forward, we have a 5 step guide to completing the tax year which can be found 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 then:?
• 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 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. In doing so, your previous year’s information will remain untouched and accessible.  Further assistance with this import is available here: https://www.brightpay.co.uk/docs/19-20/importing-from-the-previous-tax-year/

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

The software always downloads in trial mode which works with full functionality for 60 days.

The software can be licensed at any time during the 60 days by selecting 'Upgrade Licence'.

Your licence key can be found on the invoice that was emailed at the time of purchase.

 

 

Is it okay to import into 2019/20 before completing payroll for 2018/19?

For more accurate and cleaner data it is best to wait until the 2018/19 payroll is complete before importing the data into 2019/20. Further information on importing can be found here.

Should the Employment Allowance Claim indicator be included on each Employer Payment Summary (EPS)?

There is no need to resend the Employment Allowance indicator, it is only required once and it will automatically carry forward.

The minimum pension contributions are increasing from 6th April 2019, what do we need to do?

The following will apply on import from BrightPay 2018-19:

• if the minimum phased rates are in operation for an employee in 2018-19 (i.e. 2% and 3%), their rates will automatically be updated to the new rates of 3% and 5% in 2019-20 BrightPay
• if custom rates are in operation and these are below the new minimum on import, you will receive a yellow banner alert on the employee's first 19-20 payslip to amend them
• if custom rates are in operation and these are above the new minimum on import, BrightPay will continue to apply these custom rates and not prompt you to change anything

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.

I signed up for BrightPay Connect and it said I would receive an email with further details to complete the registration. I haven’t received an email, how should I proceed?

Check the junk/spam folder in your email as some times the emails can go there.

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 a section called ‘Support’. Here you 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.

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

BrightPay licences are priced per tax year, 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.

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?

  1. Install BrightPay on your new PC or Mac. (If required, download the BrightPay installer here).
  2. Copy your BrightPay payroll data file(s) from your old computer to a USB drive. The data file(s) you need to copy will be named Employer Name.bpuk15 and are typically located in a subfolder of your documents folder called BrightPay. (If you are unsure where your files are located, just hover over the employer name on the BrightPay Open Employer screen and make a note of the location that will be displayed in the pop-up tooltip).
  3. On your new computer, navigate to your documents folder (or another location of your choice) and create a new subfolder  here named BrightPay.
  4. Insert your USB drive. Copy the data file(s) from the USB drive to the new folder you created in step 3. Once that's done, you can safely eject and remove the USB drive if you wish.
  5. Launch BrightPay on your new computer.
  6. Click the Browse button in the BrightPay startup window and navigate to the new folder you created in step 3.
  7. Select a data file and click Open. After opening each file, it will be added to your list of recent files for quick access in future.
  8. Remember to enter your BrightPay licence key on your new computer. A single licence key allows up to ten installations.

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.