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.
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 guides below:
How to get support using Hero AI:
- Sign in to the platform as an Admin, Owner, or Full Access User.
- Use Hero AI to get help instantly.
- Follow the prompts to ask a question, complete a task, or transfer to a live support agent / submit a ticket with the team.
Support Team Operating Hours:
If you need further assistance from a team member, our specialist support staff are available Monday to Friday (excluding public holidays) during the following hours:
- SEA: 8.30am–5.30pm (Malaysia Time)
Note: If you do not get the answer you need immediately, try rephrasing your question or typing "I want to speak to a support team member". During high-volume periods, there may be a slight delay in agent transfers.
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.