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. Its most recent version can be accessed. 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
- 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.
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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.
Ask Hero AI is your single entry point for help in the platform. From this one button you can:
- Ask HR and platform questions and get instant answers;
- Complete supported tasks directly in the conversation;
- Request escalation to a member of our support team.
For issues relating to the software, our team of specialist supporters are on hand Monday to Friday (excluding public holidays) during the following hours:
- SEA: 8.30am–5.30pm (Malaysia Time)
The Ask Hero AI button is the fastest way to get support in the platform.
To use it:
- Sign in to the platform as an Admin, Owner, or Full Access User.
- Click the Ask Hero AI button.
- Follow the prompts to get an answer, complete a task, or transfer to a support agent / submit a query with the team.