Who to contact about Pay

Pay queries come in different shapes, and contacting the wrong team can slow things down. Here is a quick guide to who handles what.

Why some pay queries go to your umbrella company

When you work through Zen Educate, your pay is processed by a pay provider - either an umbrella company or Zen PAYE , by Zen Educate.

Think of it this way: Zen Educate confirms your booking and your hours, then passes that information to your pay provider, who handles everything to do with the actual payment - calculating your tax, making the transfer, and sending your payslip.

This means that if something has gone wrong with the money itself - the amount, the deductions, or the payslip - your pay provider is the right place to start, because they are the ones holding that information.

Who to contact for what

When to contact Zen Educate

Come to us when the query is about your booking , your hours or if you are with Zen PAYE because that is what we control.

If a booking is missing, the hours look wrong, or you have not received a confirmation, we are the right team to speak to.

When to contact your umbrella company

Go to your umbrella company when the query is about the payment itself - what you were paid, what was deducted, or your payslip. They have access to your payroll records and are best placed to explain or correct anything on that side.

Not sure which umbrella company you are with? Check your Key Information Document in the app. Tap More, scroll down to Information, and tap Key info document - it will have your pay provider's name and contact details.

When does pay land?

Pay arrives by close of business every Friday, regardless of whether you are with an umbrella company or on Zen PAYE.