For: Owners, Managers
Three things in your HRIS explain almost every case.
Their mobile number changed or went blank. That number is how Jolly matches them
Someone else now has the same number. A number can only belong to one account
Their status is no longer active. Jolly only enrolls active employees
Fix any of these in your HRIS and Jolly picks them back up on the next sync, usually within 24 to 48 hours. They keep the points they already earned.
If none of those fit
Email us with the employee's name, their mobile number exactly as it appears in your HRIS, and roughly when they last earned. We will trace it from our side.
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).