Getting assistance in the Employment Hero Work app is now simpler and faster. Previously, finding help meant knowing where to navigate—such as checking the Money tab for billing questions, the Work tab for leave requests, or My Profile for account settings.
We have replaced those scattered entry points with a single, consolidated Support and Help Hub, accessible directly from My Profile.
Getting Started
To access the new Support and Help Hub:
- Open the Employment Hero Work app on your mobile device.
- Tap My Profile in the bottom navigation bar.
- Select Support and Help.
- At the top of the Support Hub is a conversational search bar powered by HeroAI.
- Ask in your own words: Type your question naturally (e.g., "How do I request leave?" or "Where is my payslip?"). You do not need to know technical terms or browse through categories.
- Knowledge Base integration: HeroAI draws directly from official Help Centre articles, providing verified answers in a conversational format without requiring manual article searches.
- Select the answer that matches your query to be directed to an answer we know commonly helps users with a similar question.
This is now the single destination for getting answers, managing support tasks, and contacting customer support across the app.
Below the search bar, you will find tailored question prompts:
- Curated suggestions on load: The hub displays 5 curated suggested questions based on real user queries from the past 60 days.
- Real-time search matching: As you type in the search bar, suggested questions update in real time from a broader pool to match your topic (e.g., typing "leave" will instantly surface common leave-related inquiries).
- One-tap submission: Tap any suggested question to submit it immediately to HeroAI.
All financial support features are unified into one dedicated Money Support section within the hub - just scroll down the hub page and select Money support to:
- Access the Help Centre for financial tools.
- View resources for Financial Wellness and Support.
- Manage Bill Management Complaints and related inquiries.
At the bottom of the hub, you can submit app feedback or report technical issues:
- Report a Bug: Attach screenshots directly from your device to report technical errors.
- Share Feedback: Tap the feedback icons (including the thumbs-down option to open a structured feedback sheet) to send suggestions directly to our product team.
What Happens if an Article Doesn't Answer Your Question?
If HeroAI or a Help Centre article doesn't give you the answer you need, here is how support works:
For questions related to payslips, timesheets, leave, or rosters, your employer manages this data.
- HeroAI will prompt you to reach out directly to your workplace Admin or Manager for assistances.
For issues that HeroAI or the Help Centre cannot resolve directly—such as payment or purchase errors, technical glitches, or account privacy—please navigate to the Help Centre and click the support widget in the bottom-right corner. Provide the assistant with the relevant details, and request to be escalated to a human agent if needed.