Employment Hero Troubleshooting, FAQ and Golden Rules

Troubleshooting & FAQ

A timesheet shows "Error on sync: User not mapped to KeyPay employee"

 - The staff member isn't linked to an Employment Hero employee. Go to the Users tab and link them (see Section 5), then Resync or Requeue the timesheet.

A timesheet shows "Error on sync: Disconnected from Employment Hero Payroll"

 - WorkGuru has lost its connection to Employment Hero. Open the integration page (it will try to refresh the connection automatically). If it can't, Disconnect and Connect again, then re-send.

A timesheet shows "Rate limited – retrying"

 - Employment Hero limits how fast data can be sent. WorkGuru automatically slows down and retries — you don't need to do anything. If it eventually says rate-limit retries were exhausted, wait a while and Resync it.

My hours haven't appeared in Employment Hero

Check, in order:

 - Is the staff member linked on the Users tab?

 - Does the timesheet have both a start and finish time?

 - Is it dated after the Integration Start Date?

 - If "Only sync approved timesheets" is On — is it approved?

 - What does the Timesheet Log say the status is? (Queued means it's on its way; Error means check the message.)

I edited a timesheet but Employment Hero still shows the old hours

 - Go to the Timesheet Log, find the row (use "Show only mismatched"), and click Resync. Wait for the status to return to OK.

I deleted a timesheet in WorkGuru but it's still in Employment Hero

 - That's expected — deleting in WorkGuru doesn't remove it from Employment Hero. Remove it in Employment Hero as well.

What does "Skip" do?

 - It tells WorkGuru to stop trying to send that timesheet. It does not touch Employment Hero. Use it for timesheets you never want to sync.

Will a change I make in Employment Hero come back to WorkGuru?

Only the cost and status come back, and only when you click Fetch Timesheets. Other changes made in Employment Hero don't flow back — and remember they can be overwritten if that timesheet re-syncs from WorkGuru.

Can I send timesheets from before I connected?

Only if they're dated after the Integration Start Date (by default, 30 days before you connected). Older timesheets won't send.

Golden Rules for a smooth integration:

 - Make timesheet changes in WorkGuru, not in Employment Hero. WorkGuru is the source of truth. Changes made only in Employment Hero can be overwritten the next time that timesheet syncs.

 - To change a sent timesheet: edit it in WorkGuru → click Resync.

 - To remove a sent timesheet: remove it in WorkGuru and in Employment Hero — WorkGuru won't remove it from Employment Hero for you.

 - Never delete-and-recreate a sent timesheet to "fix" it — you risk duplicates. Edit + Resync instead.

 - Finish your edits before the pay run is finalised in Employment Hero.

 - Keep emails matching between WorkGuru and Employment Hero so staff stay linked.

 - Turn on "Only sync approved timesheets" if you want approval to be the gate before hours hit payroll.

 - Use the Timesheet Log (and "Show only mismatched") as your dashboard for what's synced, what's changed, and what's errored.

Disconnecting the integration

Go to the Overview tab.

Click "Disconnect from Employment Hero Payroll".

This stops WorkGuru sending anything further and clears the connection. It does not remove anything that's already in Employment Hero. You can reconnect later by clicking Connect again.