Available for the following plans: Lite, Plus, Unlimited, Essentials, Engage, Elite
Available for the following HR plans: Standard, Premium, Platinum
Available for the following user access level: Admin, Owner, Full Access User
This article explains the ways you can get support with issues or questions about Employment Hero HR and Payroll. The first and fastest way to get help is to use our Hero AI feature to ask a question and get an instant answer.
You can also use our extensive help centre documentation to find answers to your questions. Finally, if Hero AI is unable to answer your question, you can speak to our support team.
Helpful Hint
If you or an employee cannot access your account, learn how to reset your password, 2FA, or unlock an account at this article.
Important
We are currently adjusting how our support options appear on the platform, so some of the options below may not be available to everyone. If you cannot find the option you are looking for, please try another one listed below as there are multiple ways you can get support.
Please note that support@employmenthero.com is an unmonitored inbox, so please do not use this email to access Employment Hero support.
Support options available
Hero AI is a generative AI-answering solution that serves as your single entry point for help in the platform. It provides instant answers to HR and platform questions, supports tasks directly in conversation, and allows you to request escalation to our support team.
Customers can also use Hero AI's WorkCoach feature and its ability to answer questions about their own organisation's policies.
To learn more about Hero AI, check out the articles below and their FAQ sections:
How to use Hero AI:
- Sign in to the platform as an Admin, Owner, or Full Access User.
- Open Hero AI to get help instantly.
- Follow the prompts to use Hero AI, transfer to an agent, or submit a query with the team.
Support Operating Hours:
For issues relating to the software, our team of specialist supporters are on hand Monday to Friday (excluding public holidays) via either a Ticket Request or Live Chat during the following hours:
- AU: 8.30am-7.00pm (AEST)
Note: If further support is needed, the AI bot will either move to a live chat or ticket, or you can ask for an agent to move to the support queue.
The Employment Hero Help Centre documents the Employment Hero product and provides plenty of articles that are full of information.
Here is how to use the help centre:
- Open the Employment Hero Help Centre.
- You can either:
- Type your query into the search bar at the top of the page.
- Or use the tiles and links below the search bar to navigate to a relevant page.
We recommend using several keywords in the search bar to get the most accurate results.
Access your previously-created support tickets
If you want to go back through the support tickets you have created previously, you can do this in 2 ways:
- Log in to Employment Hero.
- Once you are logged in, you will see the Employment Hero dashboard. Click on either of the 2 Hero AI tiles.
- Type in a command such as "can you please show me my previous support tickets?".
- Hero AI will bring up the previous support tickets that you have raised with Employment Hero.
- From any page in the help centre, click on your name in the top right-hand side of the screen. If you do not see your name, you will need to log in.
- Click on Requests from the drop-down menu.
- Here you will see your previous support tickets.