For: Owners, Managers
If new employees aren't appearing or existing records look wrong, the HRIS sync is the place to start.
Check the admin portal
Log in at dashboard.jolly.com
Go to Contacts
Filter by Pending status - new hires may appear as "Pending" and need to be activated. This is expected behavior, not a failure.
Common root causes
Location formatting change - some HRIS providers occasionally change how they format location names. If a batch stopped syncing after a system update, this is a likely cause.
Missing location assignment - an employee may have synced but has no location assigned. Check their record in Contacts
Sync timing - changes sync within 24 to 48 hours, with no manual trigger. If a hire was added after the last sync window, they'll appear on the next cycle
Contact support
If the above doesn't resolve it, email support@jolly.com with:
The employee name(s) affected
Your HRIS provider (e.g., Rippling, Paylocity, ADP, MatrixCare)
A description of what's missing or incorrect
The Jolly team can diagnose location issues and resolve formatting mismatches (Mon-Fri, 9am-5pm ET; after-hours emails answered next business day).