Question 1

Why am I seeing a KeyPay charge on my business bank or card statement?

Accepted Answer

You’re likely being billed for a payroll or workforce management subscription that runs on the KeyPay platform (sometimes branded as Employment Hero Payroll or white‑labelled by your accountant or payroll provider). This could be a direct KeyPay subscription you set up, or a recurring fee for an HR/payroll system you use to process staff pay runs, timesheets, or STP reporting. Check whether you or your bookkeeper recently joined an online payroll service or migrated from desktop payroll to a cloud solution that mentioned KeyPay in its setup emails or terms.

Question 2

How does KeyPay pricing and billing usually work?

Accepted Answer

KeyPay is typically billed as a monthly subscription to the business or payroll bureau, based on the number of active employees and/or payroll files, plus any optional modules (such as advanced award interpretation, bureau features, or add-ons). The charge you see will usually be a recurring monthly amount, and it may be described on your statement as “KEYPAY”, “KEYPAY.COM.AU”, or under the brand of the HR/payroll provider that uses KeyPay. For precise pricing and what’s included, log in to your payroll/HR portal and review the Billing or Subscription section, where each month’s invoice and line items are listed.

Question 3

Why did my KeyPay charge amount change this month?

Accepted Answer

Your monthly KeyPay-related charge can change if your active employee count went up or down, if you upgraded or downgraded your payroll plan, or if an additional module (such as award interpretation or bureau features) was enabled. Some providers also prorate charges when you change plans mid‑cycle, so you may see a higher or lower amount than usual on that billing period. Review the detailed invoice in your account’s Billing/Invoices area to see which employees, files, or add-ons were charged, and compare it to your previous month’s invoice.

Question 4

How do I cancel or pause a KeyPay-based payroll subscription?

Accepted Answer

If you signed up directly with KeyPay or Employment Hero Payroll, log in to your account, go to Settings or Billing/Subscription, and follow the prompts to cancel or downgrade your plan; cancellation usually takes effect at the end of the current billing period. If you access payroll through your accountant, bookkeeper, or another branded HR system, you’ll need to contact that provider directly and ask them to cancel or suspend your payroll service on your behalf. Always download your payroll reports, pay slips, and compliance records before cancellation, as access may be restricted once the subscription ends.

Question 5

How can I request a refund or dispute a KeyPay charge?

Accepted Answer

Start by logging into your payroll or HR portal to confirm what the charge relates to and whether there were changes to your plan or employee numbers. If you believe you’ve been incorrectly billed (for example, for a closed entity, duplicate file, or employees who were not active), contact support through the Help/Support section of the portal or reach out to your accountant/payroll provider if they manage your account. Provide the invoice number, the exact charge amount, and the billing date so they can investigate; any refunds or credits are processed according to the provider’s billing and refund policy, which may limit back‑dated adjustments.

Question 6

Why do I see a small or pending KeyPay amount (for example, a low-dollar authorization)?

Accepted Answer

A small pending amount may appear when you first add or update a payment card in your KeyPay-powered portal; this is an authorization hold used to verify that the card is valid. These verification holds are not actual charges and are automatically reversed by your bank, usually within a few business days. If a small amount remains posted as a completed transaction after several days, contact support through your payroll/HR portal with a screenshot of the statement so they can confirm whether it was an authorization or a billed fee.

Question 7

I don’t recognise KeyPay, but my accountant/bookkeeper handles payroll. Could the charge be linked to them?

Accepted Answer

Yes. Many accountants, bookkeepers, and payroll bureaus use KeyPay as the underlying engine for their branded payroll portals. In some cases, your payment details may be charged directly by the KeyPay system on behalf of your advisor, so the descriptor on your statement shows KeyPay or keypay.com.au instead of your accountant’s business name. Check recent invoices, engagement letters, or welcome emails from your accountant or payroll provider to see if they mention online payroll, Employment Hero Payroll, or KeyPay, and contact them if you’re still unsure.

Question 8

How can I confirm which account or business entity a KeyPay charge belongs to?

Accepted Answer

Log into any payroll/HR portals you use (for example, Employment Hero Payroll, a white‑label payroll site from your accountant, or a KeyPay-branded login) and go to the Billing or Invoices section; the legal entity name on the invoice will show which business is being billed. If you manage multiple companies or payroll files, check each one’s billing area to see where the amount and date match your statement. If you can’t match the charge, contact support through the portal or your payroll provider with the exact transaction amount, date, and last 4 digits of the charged card so they can trace the charge to a specific account.

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