Finance Frequently Asked Questions

The process for updating payment details varies depending on your client type and platform access.

For HR and HR/Payroll clients:

1. Head to the left-hand side menu and navigate to Settings > Billing.
2. Once here, you will be able to update your payment details for your direct debit payments.

For Keypay direct clients:

1. Head to the Business Maintenance menu > Settings > Payment Options.
   
2. Click Update.

For Employment Hero payroll only clients:

Please reach out to accounts@employmenthero.com to receive the secure payment link to update payment details.

For HR and HR/Payroll clients:

1. Head to the left-hand side menu and navigate to Settings > Billing.
2. Once here, you will be able to update your address details.

For Keypay direct clients and Employment Hero payroll only clients:

Please reach out to accounts@employmenthero.com to have the email address updated.

To obtain the listing of users for your HR platform, follow these instructions. You will require admin user level to access this report.

1. Log into the HR platform as an Admin.
2. Click Reports on the left-hand menu.
   
3. Click the People tab.
   
4. Click Headcount Reports.
   
5. Use the filters at the top to filter as needed. For example, click Active Headcount on and choose the EOM date required to get the headcount for a particular month.
   
6. Once data is obtained, click the download symbol to export the list into CSV.
   

You can view your payroll headcount, aligning with the amount on your invoice as per the instructions below. Administrator access is required.

1. Log into your payroll platform (as an Admin).
2. At the bottom of your page click on Reports.
   
3. Then click on Detailed Activity Report.
   
4. Put in the dates for the month that you wish to review.
   
5. Click Run Report. You can also download the report here into a CSV file.
   
6. Once downloaded, you will need to remove any rows where the employee shows 0 hours.
7. Then, remove any duplicate employees from the Employee ID column.
8. This will leave the numbers as per your invoice.

For HR and HR/Payroll clients:

1. Log into the HR platform and head to the Billing menu > Invoices.
2. Here you can download invoice copies.

For Keypay direct clients:

1. Log into the Payroll platform and head to the Business Maintenance section > Invoices.

For Employment Hero payroll only clients:

For Employment Hero Payroll clients or anyone who cannot see their invoices on the platform, please reach out to accounts@employmenthero.com for a copy.

To align with our terms and conditions, payments are processed via credit card or direct debit only. This streamlined method helps ensure timely transactions. We do not accept direct deposit (EFT).

Our billing operates on a monthly, in arrears basis.

This means at the start of each month, you'll receive an invoice for services used during the previous month. Payments are then completed on the invoice's due date via the payment details you have on file.

If you're off-boarding, ensure this process is completed before the last day of the month to prevent charges for the upcoming billing cycle, as we do not offer pro-rata billing.

For HR, Employee Assistance Program (EAP), Learning Management System (LMS) and HR Advisory, your monthly billing is based on either your contracted minimum monthly amount or the actual number of active or pending users on the platform on the last day of the month, whichever is greater.

Actual users include all active and pending employees and contractors in your Employment Hero system at the end of the billing period. Offboarded employees will not count toward billing. To avoid any potential mischarges, the employees must be offboarded prior to the billing snapshot; any changes made after this date will be reflected in the next month's billing.

For payroll, your monthly billing is calculated a little differently. It is based on your contracted minimum monthly amount, or actual headcount, whichever is greater. Billing is triggered for an employee, when an employee has at least one 'pay event' within that month. A 'pay event' covers a variety of activities such as a pay run, an approved timesheet, an approved leave request, a rostered shift, or an expense claim. Regardless of how many of these events an employee has in each month, they're only counted as a single billable event.

For clients outside of the initial 12-month contract, there's an option to review and potentially adjust your contracted minimums closer to your current active user/employee count. Please be aware that certain minimum requirements will still apply. To explore this, contact us at accounts@employmenthero.com.

Please head to this link for instructions on how to offboard users: https://help.employmenthero.com/hc/en-au/articles/17427153064975-Offboard-and-terminate-an-employee

How we handle your company name change depends on whether your ABN/CRN/Business Number is staying the same as on your original contract.

If your ABN remains the same: Just email us your new company name and confirm the ABN hasn't changed.

If your ABN is changing: Please email the following details to accounts@employmenthero.com:

We are sorry to hear you wish to close your account. Please email accounts@employmenthero.com, and one of our team members will reach out to you to discuss closing your account.