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 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.
Support options available
Hero AI is a generative AI answering solution that can provide instant answers to your questions. Customers can 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
- Click the Get Help button in the top right-hand corner of the platform.
- You will be prompted to ask your question via HeroAI.
- If further support is needed, the AI bot will either move to a live chat or ticket, or you can ask for an agent, and will 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
- 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 Monday to Friday (excluding public Holidays) via either a Ticket Request or Live Chat during the following hours:
- UK: 8.30am-5.30pm (London Time)
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.
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.