If users or groups are not syncing from your HRIS, the cause is usually integration health, scope configuration, or field mapping.
Open Settings → User Auto-Sync to see the integration's current state
Check that the integration is enabled (not just connected)
Confirm the sync scope includes the users and groups you expect
Field locking applies to HRIS-synced fields; manual edits are blocked
For provider-specific issues, check your HRIS's status page
Confirming sync health
Open Settings → User Auto-Sync (or Group Sync for group structure)
Check the integration's status
Open the source integration on the Integrations page (for example, BambooHR) and confirm the connection is still authorised
If a connection has expired (typically because someone in your HRIS revoked the OAuth grant), reconnect it.
Users not syncing
Symptom | Likely cause | Fix |
New hires not appearing in ReFresh | Sync scope excludes them | Open the integration settings and broaden the scope |
User exists but in the wrong group | Group mapping not configured | Check Group Sync configuration |
User exists but with the wrong role | HRIS does not control role; roles are set in ReFresh | Edit the user's role in Settings → Employees |
User has been terminated in HRIS but is still active in ReFresh | Sync runs on a schedule; allow up to the cadence to update | Trigger a manual sync if available, or wait for the next scheduled run |
Field conflicts
When ReFresh's data and the HRIS data disagree, ReFresh follows the priority-based conflict resolution model:
HRIS-managed fields are locked from manual editing in ReFresh
The higher-priority source wins for conflict resolution if multiple sources are connected
ReFresh-only fields (group memberships beyond the HRIS, role, custom configuration) remain editable in ReFresh
If a field you expected to update from the HRIS is not changing, check that field is in the HRIS sync scope.
Reconnecting a broken integration
Open the Integrations page (Settings → User Auto-Sync → Go to Integrations)
Find the integration showing a problem
Click Disconnect to remove the broken authorisation
Click Connect again and complete the OAuth flow
Verify sync health on User Auto-Sync or Group Sync
Related articles
Connecting an HRIS (2.5)
Adding and managing users (2.3)
Creating and managing groups (2.2)