Frequently Asked Questions

If you’ve got questions, we’ve got answers.

Take a look at the FAQs below – and if there’s anything else you need to know, simply get in touch with us.


How long will it take to set up?

The timeframe to set up a new client varies depending upon the range of services you implement and whether we need to in some cases arrange a data feed from your nominated bank.

Typically, from the time you sign your service agreement we can have you up and running in a matter of weeks. We want to make sure we have everything in place to ensure a seamless implementation so please make sure you provide us with all necessary information as soon as possible.


What is Xero?

Xero is a cloud-based small business accounting software with tools for managing invoicing, bank reconciliation, inventory, purchasing, expenses, bookkeeping and more. Because Xero is cloud-based, you can access your files and data from anywhere at any time. All you need is an internet connection.

Why does Solpoint use Xero over other software providers?

Solpoint is a proud Gold Member partner with Xero. We think it is the best accounting software on the market and based on their phenomenal growth and market share projections we are not the only ones!

Is Xero the most commonly used accounting software in Australia?

Xero captured 47 per cent of total Australia and New Zealand accounting software subscriptions as of 2018, compared to MYOB’s share of 41 per cent. Investment bank Morgan Stanley estimates Xero will have a dominant 60 per cent share of the local (Aus) accounting software subscription market by 2021, compared to MYOB’s estimated 28 per cent share at that time.

How do you choose what software to partner with and recommend?

Solpoint applies rigorous testing and evaluation of service providers before recommending any software solution. We pride ourselves on being able to recommend the best option for your business.

What is Receipt Bank?

Receiptbank is a platform used for the collection, extraction and storage of bookkeeping documentation. Receipt Bank extracts the key information from your bills, receipts and invoices, removing the need for manual data entry. Receipt Bank then allows us to publish this data directly to Xero.

No need to keep shoeboxes filled with receipts – just use your phone to scan and send!


How does the pricing work?

You will be quoted an annual fixed fee price. This will then be billed at agreed intervals ie weekly, monthly etcSo the 12 month fee will be divided evenly over the billing period for your convenience.

If you request additional work during the year we will let you know if it is out of scope and the estimated charges to complete or re-price your package to include a new service and get you set-up.

No surprises, easy to grow, simple.


What happens with my BAS and lodgement due dates?

We have an extra month on quarterly lodgements, so don’t worry if you don’t get your June BAS until August.

I am behind in my BAS and tax, how do I get up to date?

Stop stressing about it and let us handle it. It is very common, and (with the right help) the problem is easily fixed. Let us know as part of the on-boarding process and we will liaise with the ATO to come up with a suitable payment plan.


What’s the best way to provide casual staff hours?

Start and finish times with breaks is the best way to provide this info, that way we can check for any special pay-rates for the times and ensure the calculated time worked is correct.

We can provide a manual time sheet template or if you have 10+ staff, a time and attendance system could be the solution for you. Please ask us for recommendations and implementation as we have pre-vetted and researched multiple software options for this purpose.

How do I pay my Super?

We use Xero’s Auto-super which allows you to simply pick the day that you wish to pay and we will do the rest. We usually recommend monthly for better cash flow management.

Can I ask you HR questions?

You can ask us for assistance, we can help with some basic items, however as HR is a whole large area of expertise, so we engage a HR professional company to help with advice. For a small fee we can ask any HR question to our experts, so you don’t have to spend a fortune on the advice.

For more complicated or extensive HR issues or needs, we would direct you to a service that is appropriate.

What is the Superannuation Guarantee?

As an employer, you are required to contribute money to your employee’s super fund, this is called the super guarantee.  We will ensure you are compliant, managing your superannuation obligations and payments so you avoid paying the ATO a superannuation guarantee charge.

What is Single Touch Payroll (STP)?

Single Touch Payroll (STP) is a new way of reporting tax and super information to the ATO. If you are using a solution that offers STP reporting, such as Xero, you will send your employees’ tax and super information to the ATO each time you run your payroll and pay your employees. Single Touch Payroll started from 1 July 2018 for employers with 20 or more employees and will be extended to include all employers from 1 July 2019.

We can look after payroll and super to ensure your staff are paid correctly and on time and to ensure you meet your obligations as an employer. Contact us to learn more about our Payroll services.

Accounts Payable

Why can’t you just pay my bills whenever I send them?

We run scheduled pay-runs to ensure that proper process is followed and to help you get your business as organised as possible. These processes are important to provide you with the security and quality that our service is known for.

Our process also has your cashflow in mind to ensure that all of your liabilities are visible and prioritised each pay-run. No more paying that water filter guy and then being short for the rent or electricity bill!

Urgent payments are charged as an additional service fee, as we need to take time away from other clients to accommodate them and ensure all processes are followed for a single payment, which loses quite a lot of efficiency.

Please ask us for help if you are having trouble trying to organise your bills to be within a scheduled system. As we know there are many reasons why you may have an urgent payment, we also know many ways to help get on top of these things and get you organised and in control again.

Accounts Receivable

Do you undertake Debt Collections?

Yes, we do operational soft collections, which means we will manage the debt to a certain agreed point, maintaining good relations with your client.

If the debt has become uncollectable by us, we will ask your permission to refer it to a specialist debt collection agency on a no win no fee basis.


What documents should I be sending through?

Please send all financial documents including:

Bills, receipts, remittances, commission or sales reports of funds received, employee documents, timesheets, bank, credit card and loan statements (if not on a bank feed), new purchases of assets such as cars or equipment and any loan documents to go with them, leases, property sales and purchase settlements, even copies of contracts that have monetary value to them.

Why do you need my bank statement if I have a bank feed?

We need to check from time to time against the proper bank record to ensure the Bank feed is working perfectly.

How do I send my documents to you and how often?

This will be detailed in your procedure, however in general send to your unique email that is in your communication guide or by post.  Please let us know if you would like a self-addressed envelope. If you would like to also use an app to record your Credit / Debit card receipts, ask us how to sign up for that. (Receipt bank)

Additional Services

Can you fill-in when my staff are away?

Some of our clients have in-house staff that we work with closely to do parts of the accounts tasks, that’s just how flexible we are. If your staff are away, chances are we can fill in for them so you can get on with business. Please do give us a bit of warning so we can prepare, but if an emergency we have also been known to step up and help out.

What if I want more?

Please let us know if there is any further services or tasks you may like us to do. If you are not sure if we do that, just ask! We have a large suite of services to help operate over 300 entities accounts, so you never know unless you ask.

Contacting Us

Can my staff contact you directly?

Absolutely – we happily take calls and emails from any of your staff, suppliers, clients or other stakeholders. We will however not always answer all their queries.

For some areas we need your explicit authorisation to reveal information, or we may think there is another good reason for not discussing a matter with them, we will seek your approval first.

How often will you check my unique email address, what should I do if I need urgent attention for a matter?

Generally, our staff will check for your correspondence in line with our scheduled work for that job / task.

If you have a more urgent item that needs to be addressed in between jobs, please indicate this in your correspondence as “Urgent”, our system will pick it up and prioritise that for you. Alternately if super urgent, please give our office a call as this is the quickest way.

Who do I ask for help at Solpoint?

During your set-up with us we will advise you of the team members working on your account. However, you may contact our office and speak to other staff who will try to help if they can, or ensure your query is handed to the right person.

Why haven’t I received my remittance advice?

Please check your email (including the junk folder) before contacting us as all remittance advices are system generated emails that are issued directly after a payment is made to a supplier.