Welcome to our General FAQ section! Below you’ll find answers to the most common questions about working with Hypay, including registration, payments, tax, and statutory entitlements. If you can’t find what you’re looking for, please contact our support team.
On-Boarding & Registration
How do I register with Hypay?
The quickest way to register is online. Once you have completed our registration form and you are set up on our system, you will then receive your contract and any other documents to sign through our portal. If you have any problems, give the Customer Service team a call. You can register Online ‚ 1. Follow this link https://www.hypay.co.uk or Email ‚ 2. Drop us your details to info@hypay.co.uk.
Why do I need to provide documents and personal information?
We need your basic details on the registration form to get you set up. Then in order for you to work and get pad by Hypay there are documents for you to sign in the portal and rights to work checks that we have to carry out. All of this is to ensure that we have all the information we need to get you paid correctly and on time.
Can I complete registration offline?
You can, but it’s much slower. It’s recommended that you complete all forms and upload all requested documents online for the fastest service.This will ensure accuracy, security, and compliance. If you experience difficulties, our support team can assist.
What happens if my registration is incomplete?
Incomplete registration may delay payments. Please ensure all required information and documents are submitted promptly.
Payments & Timesheets
When will I be paid?
Hypay will pay you by the Friday at the lastest following the week you have worked. As soon as we receive funds from your agency/client, we will process the payment to you on the same day.
What can delay my payment?
Common reasons include missing or incorrect timesheets, incomplete registration details, or unresolved compliance checks. Late submission of timesheets or any banking issues which are outside of our control.
What should I do if I think my payment is incorrect?
If you believe there is an issue with your payment, contact our support team as soon as possible so we can investigate.
What if payday is a bank holiday?
You will receive your payment the day before the bank holiday
I haven't received a payment notification, what should I do?
First, check in your portal as this will have your payslip. If you are having trouble accessing the portal please contact us on 01603 57 96 96
Documents & Payslips
When can I access my payslip?
Your payslip will be available on the online portal once your payroll has been processed.
How do I access the online portal?
You will receive a welcome email with a link to the portal and instructions on how to log in.
I've forgotten my password for the online portal, what do I do?
On the portal login page, there is a “forgotten password” link. Click on this and follow the instructions to reset your password.
Who can help me understand my payslip?
If you have questions about your payslip, our support team can help explain the details.
Right to Work in the UK
What do I need to prove my right to work in the UK?
You will need to provide original documents such as a passport, national identity card, or a biometric residence permit.
How do I submit my right to work documents?
You will be contacted by Hypay’s trained staff who will explain what they need you to do to complete the Right to Work checks. You will need to have a video call with Hypay so they can verify your identity.
What is a "share code"?
A “share code” is a unique code that allows employers to check your right to work status online. Certain categories of workers will need to supply a share code which they will get from the government website.
What happens if I fail a Right to Work check?
If you fail a Right to Work check, you will not be able to work for Hypay. You will also need to notify your agency as well.
Pension Information
Who is Hypay's pension provider?
Hypay’s pension provider is NEST.
Do I have to contribute to a pension?
If you are eligible, you will be auto-enrolled into the pension scheme. You can choose to opt out if you wish.
How much will my pension contributions be?
Your contribution amounts will be a percentage of your earnings.
How will I be kept informed about my auto-enrolment status?
You will receive a letter from NEST with information about your auto-enrolment.
How do I opt in or out of the pension scheme?
You can opt in or out of the pension scheme by contacting NEST directly. If you opt out within 4 weeks of being opted in you will receive a refund back from the pension.
HMRC, Tax Codes and Statutory Duties
What tax form do I need to give to Hypay when I register
You will need to submit an HMRC new starter declaration form when you register
What payroll information does Hypay send to HMRC?
Hypay sends HMRC information about your earnings and the tax and National Insurance that has been deducted.
Why might my payroll details change?
Your payroll details might change if your tax code changes, if you start or stop making student loan repayments or if Hypay is contacted by a government body to deduct attachment of earnings from your pay.
What should I do if I have issues with my tax code?
You will need to contact HMRC directly to resolve any issues with your tax code.
What are court-ordered deductions?
Court-ordered deductions are deductions from your pay that have been ordered by a court, for example, for child maintenance.
What are Hypay's company tax reference numbers?
You will find Hypay’s company tax reference numbers on your payslip.
Engagement Contracts & Compliance
What engagement contracts do you offer?
We offer either a self employed CIS contract if you are genuininly self employed (“CIS”), or a PAYE umbrella contract for services if you are under the supervision, direction and control of the end client when on assignment (“PAYE Umbrella”)
CIS Engagement & Compliance
What do I need to supply to Hypay to be self employed
You must send Hypay your HMRC UTR number so they can verify your tax status. Off the back of that HMRC will tell Hypay whether they need to deduct 30%, 20% or 0% tax from your payment each week.
What is the SDC (Supervision, Direction, or Control) Assessment?
The SDC assessment is a series of questions that helps to determine whether you can be engaged as self employed thorugh CIS with us. To be able to be engaged and paid CIS you must not be under supervision, direction and control whilst you are carrying out your work. You will be assessed when you register and before each assignment. You may also be re-assessed during a company audit.
Why is SDC important for self-employment?
The SDC assessment helps to ensure that you are genuinely self-employed and not a “disguised employee.”
What questions are asked in the SDC assessment?
The SDC assessment asks questions about how you carry out your work, such as who decides what work you do, how you do it, and when you do it.
Do I get paid holiday pay?
No as a self employed worker you do not accrue holiday pay.
PAYE Umbrella & Compliance
What are my holiday pay options?
You can choose to have your holiday pay paid to you as you earn it (which is the default position), or you can accrue it and take it as paid time off. You need to inform us if you want to accrue your holiday. Holiday pay will be clearly shown on your payslip
Do I have to pay National Insurance contributions on Umbrella PAYE?
Yes, you will have to pay National Insurance contributions on your earnings.
Why is my gross pay different to the rate my agency pays to Hypay?
You will have been provided with a Key Information Document (“KID”) which would have explained this. The amount Hypay receives from your agency is called the contract sum. The contract sum has to cover all of your employment costs, inclduing a margin that the agency pays Hypay to covers its overheads. The employment costs include your gross pay, your holiday pay, Employers National Insurance, Employers Pension, Apprenticeship Levy and Hypay’s margin
Would I get paid more if the agency paid me directly?
Your agency will have the exact same employment costs as we have and therefore they would have to also reflect this in the rate they can afford to pay you
What do the deductions on my payslip mean?
The deductions on your payslip are for things like tax, National Insurance, and any other statutory deductions such as student loan repayments.
My tax code is wrong, how do I get it corrected?
You will need to contact HMRC directly to get your tax code corrected. Once you have a new tax code, HMRC will notify us so we can update your record in payroll.
How do I request a P45 or statement of earnings?
You can request these documents through the online portal or by contacting the Customer Service team.
Staying with Hypay
How do I continue to use Hypay's services when I change agencies or jobs?
You can continue to use Hypay’s services by simply letting them know that you have changed agencies or jobs.
What are the benefits of staying with Hypay?
The benefits of staying with Hypay include continuity of employment, a single point of contact for all your payroll needs, and access to a range of employee benefits.
Do you have multi-lingual staff?
Yes, Hypay has multi-lingual staff who can assist you in your own language.
Insurances
Am I covered by Hypay's insurances while on assignment?
Yes, you are covered by Hypay’s insurances while on assignment.
Am I covered by personal accident cover?
Yes, you are covered by personal accident cover.
How do I make a claim?
You can make a claim by contacting the Customer Service team.
Contact us / Working Hours
What are Hypay's opening hours?
Hypay’s opening hours are Monday to Friday, 9am to 5.30pm.
What are the out-of-hours contact options?
You can contact Hypay out of hours by email or by leaving a message on their answering machine.
What is the best way to get in touch?
The best way to get in touch is by phone or by email.
I'm having trouble reaching you by phone, what should I do?
If you’re having trouble reaching Hypay by phone, you can try emailing us instead.