Three parties, one line of contact
Most payroll problems are not software problems — they are questions about your company, your pay items and your people. Those are answered best by somebody who knows your business, which is why an agency sits between you and us.
You — the business
The employer running payroll
- •You hold one account for your company
- •You deal with your agency, and only your agency
- •Your data belongs to you at all times
Your agency
Your single point of contact
- •Sets your company up and trains your team
- •Answers day-to-day payroll and operating questions
- •Issues your invoice and collects payment
MooPayroll
The software and the platform
- •Builds and runs the system itself
- •Handles technical faults and statutory updates
- •Backs up your agency on anything they escalate
Where a question goes
You raise everything with your agency. Most things stop there. When something is genuinely a platform issue, your agency passes it to us with the detail we need — and still owns the conversation with you.
You ask your agency
A payroll question, a change of pay item, a claim that will not approve, a new employee to add.
Your agency answers
They know your setup, so most questions are resolved here — often the same day, without anybody else being involved.
We back them up
A software fault, a statutory rule, something only the platform can change — your agency escalates it to MooPayroll and we fix it.
You never have to work out which of the two to contact. If it turns out to be ours, your agency moves it to us for you.
How billing works
Your agency bills you on MooPayroll's behalf. One invoice, one relationship, one party to chase if something is wrong with it.
What you see
One invoice, from your agency
Your subscription is invoiced by your agency, under their name, on their terms, in the way you already pay them for everything else. Questions about an invoice go to them.
Behind the scenes
We invoice the agency
MooPayroll invoices the agency for the subscriptions they carry, at their partner rate. That arrangement is between us and them, and it does not change what you pay.
Who does what
| Your agency | MooPayroll | |
|---|---|---|
| Setting up your company | Creates your account, loads employees, configures pay items and approval flows | Provides the tools and the import formats |
| Day-to-day questions | First and usually only stop — how to run a payroll, fix a pay item, approve a claim | Answers the agency when something needs a platform-level answer |
| Something is broken | Reports it with the detail we need to reproduce it | Diagnoses and fixes the software, and tells the agency when it is live |
| Statutory changes | Tells you what changes for your company | Updates EPF, SOCSO, EIS and LHDN PCB rules in the system before they take effect |
| Your data | Works inside your account with the access you grant | Stores it, isolates it from every other company, and never sells it |
| Billing | Invoices you and collects payment | Invoices the agency, not you |
Why it is built this way
Payroll goes wrong in local, specific ways — an allowance that should not be EPF-able, a claim policy nobody wrote down, an employee who joined mid-month. A support queue on the other side of a form is poorly placed to answer any of that. Somebody who already does your accounts or your HR is.
So we made it explicit rather than accidental: agencies own the relationship and the operational knowledge, we own the software and everything statutory. Each side does the part it is actually good at, and you only ever have one number to call.
Common questions
Can I buy MooPayroll directly instead?
Our model is agency-led, so support and billing run through a partner. If you do not have one yet, tell us about your company and we will introduce you to an agency that suits your size and industry.
What if my agency cannot solve my problem?
They escalate it to us with a note explaining what they have already tried, and we take it from there. You keep talking to your agency — you never have to chase two parties at once.
Who can see my payroll data?
The people in your company you have given access to, and your agency to the extent you allow. Each company's data is isolated from every other company's. See the Privacy Policy for the full detail.
What happens if I change agency?
Your account and your history stay where they are. The agency attached to it changes, and your invoices come from the new one.
I run an agency — how do I become a partner?
Partners are businesses that already know payroll. You run your own company on MooPayroll first, at a partner rate, then register and support clients from your own partner area. Get in touch and we will walk you through it.