What kind of support for payroll does Clean Smarts offer?
How Clean Smarts supports embedded payroll: who to contact, support hours, how issues are prioritized, and how long each type of request typically takes.
Clean Smarts provides full support for Clean Smarts Payroll (the Payroll add-on). Our support team is your single point of contact for everything payroll: setup, running payroll, employee changes, taxes, and corrections. You never need to contact our payroll processing partner directly. When an issue requires the partner's help, we open and manage that request for you and keep you updated.
Applies to: Companies using Clean Smarts embedded payroll. If you export time to an outside payroll system (such as ADP, Gusto, or QuickBooks), see How Do Payroll Integrations Work in Clean Smarts?
How to Contact Payroll Support
| Channel | Details |
|---|---|
| support@cleansmarts.com, responded to weekdays 8:00 AM–5:00 PM Central | |
| Phone | (866) 539-7446 Ext. 2, weekdays 8:00 AM–5:00 PM Central |
We respond to support tickets within one business day. Payment and money-movement issues are handled first.
When you contact us, include the following so we can route your request correctly the first time:
- The pay period or payroll date involved
- The employee name(s) affected, if any
- What you expected to happen and what happened instead
- Screenshots or any notice you received, such as a letter from a tax agency
Support Hours
Clean Smarts support is available Monday–Friday, 8:00 AM–5:00 PM Central, excluding U.S. federal holidays.
Payroll funds can only move on banking days. Banks are closed on weekends and on Federal Reserve holidays: New Year's Day, Martin Luther King Jr. Day, Presidents' Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Columbus Day, Veterans Day, Thanksgiving, and Christmas. Plan payroll approvals around these dates. Issues reported on a weekend or holiday are worked on the next business day.
How We Prioritize Payroll Requests
Every payroll request is prioritized by type. Times below are business hours (Monday–Friday) and measure how long resolution typically takes once your request reaches our payroll team.
| Priority | Typical Resolution | Examples |
|---|---|---|
| Urgent | Within 2 business hours | Employees not paid, missing or incorrect direct deposits, payroll funding problems, issues blocking your first payroll |
| High | Within about 1 business day | New payroll setup, employee updates (pay rates, bank accounts, tax withholding), company information changes, integration or technical issues |
| Normal | Within 5 business days | Tax setup and tax rates, voiding a payroll or paycheck, quarter-end and year-end questions (W-2s, 941s), report requests |
| Low | Within 20 business days | Billing questions, tax agency notices, corrections and amendments, re-filing tax returns |
Why some requests take longer: Tax notices, amendments, and re-filings often depend on a state or federal tax agency. The resolution clock pauses while we wait on a response from you or from a third party such as a tax agency, so the total calendar time can be longer than the times shown above.
Getting Help Faster
- Email for anything time-sensitive. Email creates a ticket immediately with your details attached, so we can prioritize it correctly. A voicemail left outside support hours is picked up the next business day.
- Say "urgent" only for money movement. If employees weren't paid or a payroll didn't fund, put that in your subject line. This keeps urgent issues at the front of the queue.
- Reply promptly to follow-up questions. Resolution time pauses while we wait on information from you.
- Approve payroll early. Submitting payroll a day or more before the deadline leaves time to fix problems before payday, especially before bank holidays.
- Respond to tax notices quickly. Forward any tax agency notice to support@cleansmarts.com as soon as you receive it. Agencies set their own deadlines, and notices are handled at Low priority by default.
Self-Service Resources
Many payroll questions can be answered without a ticket. Visit the Clean Smarts Help Center for step-by-step articles.