For: Owners, Managers
A few things to check:
Sync delay
If you use HRIS integration, new employees sync within 24 to 48 hours of being added to your HR system. If they were added recently, wait for the next sync before taking further action.
Required fields
Employees need a valid phone number to be a member on Jolly.
Go to Contacts, find the employee, and check for errors.
Enrollment status
An employee can exist as a contact but not be enrolled. Look for an enrollment status indicator on their row. If they show as Unenrolled, click the three-dot menu and select Enroll.
Search and filters
In the screenshot below:
Open Contacts from the left sidebar.
Use Search Contacts first if you know the employee's name, username, phone number, or email.
Add Contact(s) is only for creating a new contact if the employee is truly missing.
Review the contacts table for membership status, team, location, and recent activity.
Confirm you're using the right search field
Check for active department or location filters that might be excluding them
Verify the name is spelled correctly in the system
Contact support
Questions? Click Help in the left sidebar to start a chat with us. You can also email support@jolly.com (Mon-Fri, 9am-5pm ET; after-hours messages answered next business day).