On July 5, 2025, we sent an email to our payroll customers about technical issues that occurred while transitioning to our new payroll provider, Check. Below is a copy of this email.
Our transition to Check is an investment we are making to enhance your experience, expand our offering, and bring you greater flexibility with your payroll.
We recognize this email does not address every concern, and we want you to know that we are here to support you. All payroll-related issues and questions are being treated with the highest priority. If you have any questions or concerns, open Mave, Wave’s automated chatbot, and type human support payroll migration question. We will get back to you as soon as possible.
We appreciate your patience as we work to get your payroll experience running smoothly again.
What happened?
We partnered with Check, a trusted payroll platform, to invest in building a more supportive payroll experience — more expertise, more coverage, and more tools to meet your needs as your business grows.
We notified all Wave payroll customers about this change between April 30 and May 15 via email and in-app messages. However, we understand that not everyone saw these updates, and we apologize for any inconvenience this may have caused.
This transition brings long-term benefits, but it has also caused unexpected short-term disruptions for some customers. We’ve outlined some of the main issues that our customers have experienced and how we are resolving them.
Challenges running payroll
Many customers experienced a successful migration to Check, however some were unable to process payroll. We understand that delays in payroll approval can make a significant impact on your business. Common reasons why a payroll could not be approved include:
- The payroll pay date needed to be scheduled further in the future
- Contractor or employee details needed to be resaved
- Missing pieces of information are needed to get set up with Check
Status: We are actively working to communicate with all affected customers on the actions they need to take to run payroll. At the same time, we're making our communications clearer and fixing underlying technical issues, with the expectation that any outstanding payroll issues will be promptly resolved in July.
Missing historical data
When some of our customers logged in, they could not see data such as pay stub history, tax filings, and time records. First, we want to assure you that your data is stored safely and securely.
We are actively working on restoring the visibility of all historical data within your Wave account. We know how important it is to have access to this critical information, and we appreciate your patience as we work through a fix.
Status: We are working on restoring full visibility of all historical data within your Wave account and are prioritizing having this resolved in July.
Reaching our team or cancelling your subscription
We are prioritizing all payroll-related inquiries through our chat and hold ourselves accountable to get back to you as soon as possible with our Customer Support team. We are working diligently to get through our backlog and value every ticket in the queue.
If you’re considering leaving, we understand, and we’re genuinely sorry we didn’t meet your expectations this time. Our door will always be open if you’d like to return.
To cancel:
- Open Wave’s chatbot and type Cancel payroll and tax service.
- Follow the instructions to complete the cancellation.
- Please download any tax forms or payroll documents you’ll need beforehand.
If there’s anything we can do to change your mind or help with your transition, don’t hesitate to reach out.
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Again, we apologize that you experienced additional strain due to these technical challenges and we want to reiterate that addressing any outstanding issues is our top priority. You can also find a copy of this update in our Help Center.
Thank you for your continued patience as we work to deliver a better, more dependable payroll experience.