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Freeze Warnings, Freezes, and Unfreezing Your Account

If you have chosen to manually pay your SimplePay account each month (i.e. via an electronic payment or bank deposit into SimplePay's bank account), your SimplePay account may fall into arrears if a payment has not been matched to your account.

Payment not allocated (wrong account number)

This doesn't necessarily mean that you haven't paid. You may have paid using the wrong account number. You can find the correct one on all invoices and statements; it is labelled Account No, and it starts with a G.

Because billing is automated, we can't match your payment to your account if the reference is incorrect. Please email our Billing team at [email protected] so that they can investigate. Please have your proof of payment and account number (starting with a G) ready.

When your account is in arrears, this may result in a freeze warning or an account freeze. If your account is frozen, you'll need to unfreeze it before you can process payroll. Each scenario is dealt with below:

Freeze Warnings

When we issue your invoice, you have 30 days to pay it. When your account is in arrears, you will receive an automated email informing you that you are at risk of your account being frozen. You will then need to make payment into SimplePay's bank account within 7 days to avoid your SimplePay account being frozen.

Freezes

Your SimplePay account will automatically be frozen within 7 days of the freeze warning email being sent if:

  • You have not yet made payment on your account.
  • You made payment but it did not clear into SimplePay's bank account within 7 days.
  • You made payment but used an incorrect account number as reference, and did not contact our Billing team to let them know.

When your SimplePay account is frozen, you will have read-only access to your companies, but you will not be able to process payroll or make any other changes.

Unfreezing Your Account

Your account will automatically be unfrozen once the payment has reflected in SimplePay's bank account (provided that the correct account number is used as reference). There may be a 2–3 day delay from the time that you have made payment until the time the payment reflects in our account. If you urgently need to process payroll, you can temporarily unfreeze your account and process payroll as follows:

  1. Click the Profile icon ( ) > Billing.
  2. Under Account Status, click uploading Proof of Payment.
  3. Click Upload File to upload a proof of payment.
  4. Click Upload.

Your SimplePay account will automatically be frozen again if your payment has not cleared into our bank account within 3 days, or if an invalid proof of payment was uploaded. You will not be able to use the unfreeze functionality again to unfreeze your SimplePay account immediately – please contact our Billing team for assistance at [email protected].