I set up my account thru Xero and began entering my company's info over a series of days. Each time I logged in thru Xero with no issues. Suddenly today, I encounter identity verification and despite logging in this morning, now it asked me to take photos of my license (which no longer looks like me) and then go live to look into a blurry camera image and do acrobatics with my face. Since I look nothing like my license, it obviously could not achieve its goal. Why is Gusto using tech that is highly susceptible to error generally, and that disproportionately is subject to error with non white faces.... Then when I called the help number at 3:30 in the afternoon, I get an "office is closed until 4:45pm eastern time" message. I am trying to run a business and the payroll company is unreachable in the middle of my work day. I have burned almost 2 hours trying to get in since I have already spent more then that entering my info. Gusto may have lost a client before they had one...

I've seen a lot of low reviews posted here and I have to say that I'm really surprised. Our experience with Gusto has been nothing but positive. The interface is very intuititve and easy to use. For the few situaitons where we needed customer support, they were very responsive and friendly. I have recommended them to colleagues and would not consider switching to any other provider at this point.

I have very simple needs at the moment: Monthly payroll for a single employee that is the same every month. Should be pretty simple and no fuss. Setup was easy, although they forced and upsell on workers comp. I didn't think I needed it but Gusto told me it was required. So I reached out to their preferred provider who told me I didn't need it... Annoying I had to waste time on this. First payroll was easy and I had no issues. The problem came in when I tried to process the second month. Two hours before payroll is due I tried to run payroll. It was a 90 second process the first time. It came up with an error saying I was required to upload a photo ID. I didn't have it with me so I reached out to support saying I couldn't do it in time to make payroll. Support told me I had to upload it to process this months payroll. If something was required it should have been part of the setup process. Not some requirement you arbitrarily add when everything is already working. I had really simple needs and and Gusto failed to meet them.