HR>Benefits integration FAQs

This guide covers frequently asked questions about the Benefits integration, including sync timing, employee setup, and system behaviour.

• How quickly does a change reach Benefits?
  Typically within 1–3 minutes. The change-detection job runs every minute and the publisher runs every minute, so worst-case it's about two minutes, plus however long the Benefits platform takes to respond.
   

• Can I switch an employee off Benefits sync?
  No. The Create Benefits Record switch is hidden on Personal Details specifically so ordinary HR users cannot stop sync once a record exists. Removing someone from active benefits coverage is handled by recording a leave date, not by toggling sync off.
   

• How do I mark an existing employee as eligible for Benefits?
  There is no "eligibility" flag to set in Personal Details for existing employees. Open Benefits Management, find them under Not syncing, and press Sync. That action is what brings them into the integration.
   

• I ticked Create Benefits Record in the add new employee workflow - do I still need to do a first sync?
  No. Ticking the switch and saving the new starter initiates the sync automatically. They will appear in In progress on Benefits Management within a couple of minutes and move to Successful once the platform acknowledges.
   

• What email address gets sent - home, work or services?
  That's set once per tenant during onboarding. All employees on the tenant use the same email source. If you need to change the source, contact Ciphr.
   

• Does data flow both ways between HR and Benefits?
  Not really - HR sends your data to Benefits, not the other way round. There's one exception: when an employee is first synced, HR checks with Benefits to see whether that person already has a Benefits account, matched by their email address:
  • If they do, HR just notes down their existing Benefits reference, so future updates go to the right record. None of their existing Benefits details are pulled back into HR.
  • If they don't, Benefits creates a new account for them.
  • This check only happens once, when an employee is first brought into the sync. After that, everything flows one way: from HR to Benefits.
     

• Why does an employee with two Job & Pay records only show once?
  Only the primary Job & Pay record is used by the integration, so the grid hides the secondary rows. Changes to the secondary record will not be sent to Benefits.
   

• I've changed the Benefits Level - do I need to press anything?
  No. The change is picked up automatically. You will see the employee move to In progress briefly and then to Successful once Benefits has acknowledged the change.
   

• Are dates shown in my timezone?
  All sync timestamps on the Benefits pages are shown in UK local time (Europe/London).

Related guides

• Benefits Management in HR
• Starters - enabling the Benefits sync in HR
• Syncing existing HR employees to Benefits
• Assigning a benefits Level in HR (single or bulk)
• HR>Benefits automatic ongoing sync
• Viewing an employee's sync history in HR benefits management
• Managing leavers in HR Benefits
• HR fields synced to Benefits

• Troubleshooting failed syncs in HR Benefits management