Available for the following plans: Employment Lite, Employment Plus, Employment Unlimited
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 tool 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.
Note: 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 in 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.
Watch a video demonstration
Support options available
Hero AI is a generative AI answering solution that can provide instant answers to your questions. Its most recent version can be accessed in Employment Hero's Australia, UK, and New Zealand regions.
As it is a new feature, however, not everyone will have Hero AI. Currently, it is not fully available to customers in Malaysia and Singapore.
Nevertheless, in every available region (Australia, UK, New Zealand, Malaysia, and Singapore), customers can still use Hero AI's WorkCoach feature and its ability to answer questions about their own organisation's policies.
To learn more about Hero AI, along with its WorkCoach and Policy features, check out the articles below and their FAQ sections:
Hero AI Assistance
- If you do not get the answer you need from Hero AI, try rephrasing your question.
- If you speak with our Hero AI bot and cannot find your answer, you can type "I want to speak to a support team member" and Hero AI can help put you in touch with an agent. You may need to repeat this request up to twice.
- Please note that during high volumes of queries, there may be a delay, and your patience is appreciated.
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
- 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.
For issues relating to the software, our team of specialist supporters are on hand between 8:30am to 7pm (AEDT/AEST depending on time of year), Monday to Friday (excluding public Holidays) via either a Ticket Request or Live Chat.
The Support Chat in the Get Help button will take you to Hero AI. It is the fastest way to get support in the platform and can be accessed in Employment Hero's Australia, UK, and New Zealand regions.
To access the Support Chat or contact the team, you simply need to do the following:
- Sign in to the platform as an Admin, Owner, or Full Access User.
- Click the Get Help or Support icon in the bottom right corner of the screen.
- Follow the prompts to use Hero AI, transfer to an agent, or submit a query with the team.
Eligible clients from Australia and New Zealand (ANZ) can contact HR/Payroll support to ask for their Support Phone PIN once they are live (i.e., post-implementation).
To be eligible for Technical Phone Support, you must meet the following criteria:
- Be a live customer (i.e., post-implementation).
- Have one of the following subscriptions:
- A Platinum / Employment Unlimited subscription.
- Technical phone line included in their subscription.