Selecting a Request Type
Select the appropriate request type to ensure efficient handling of your inquiries.
In this knowledge base article, we outline the categories available through our ticket submission form and examples of questions that fall into those categories. By using the appropriate category and subcategory, our teams can ensure that your requests are handled efficiently and effectively.
Category and SLA (1st Response / Resolution) | Examples of related questions |
Payments and Money Movement
Urgent | "The company sent a wire, can you confirm receipt and place back in Good Standing?"
"The company would like to schedule a Next Day Pay for tomorrow"
"Can we put a stop payment on this payroll?" |
Company Info + Setup
High | "We'd like to update the company's legal name from X to Y"
"We'd like to reinstate the company next month"
"What's the status on the company's Primary Review?" |
Worker Updates
High | "We verified the employee's address, can you whitelist it in your system?"
"Can you provide ACH transactions for the employee's child support payments?"
"The employee is now subject to FICA and Medicare, can we remove their exemption?" |
3rd Party Integrations + Technical Help
High | "We're getting an error message when submitting documents online"
"One of our staff needs the MFA reset to login"
"An employer wants to set up integration with Accrue" |
Taxes: Setup + Rates
Normal | "Why are the employees being taxed for the Workforce Administrative Tax?"
"Can you update the Unemployment tax rate to 3%?" |
Voids
Normal | "The company needs to void the last payroll" |
Quarter End or Year End
Normal | "When will W-2's be available?" |
Report Requests
Normal | "Can we get a report for these 3 employee's Social Security Numbers?"
"The company is asking for a report with all the employee's full bank account numbers" |
Check Billing + Platform Partnership
Low | "The company asked about the cost of Next Day Pay, what's the fee for that?" |
Tax Notices
Low | "The company received the attached notice from the IRS, can you review?"
"The company got an alert on their state tax portal that needs reviewed" |
Corrections
Low | "The company needs to re-run payroll for last quarter" |
Refile
Low | "The company updated the TPA, can you refile Q2 returns?" |
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Last updated on January 31, 2025