The sync workspace lives at the Sync hub, with Users, Groups, and Org Chart tabs.
Your connected people sources are managed on the user-sync / group-sync surfaces (reached via SSO / the user menu, not a top-level "User Sources" settings page).
Confirm the integration is still connected and authorised (not just present).
Confirm the sync scope includes the people and groups you expect.
HRIS-managed fields are locked from manual editing; that's expected.
Confirming sync health
Open the Sync hub and check the current state on the Users and Groups tabs.
Open the user-sync surface (via SSO / the user menu) and confirm the source integration is still authorised.
If the connection has expired (usually because someone in your HR system revoked the OAuth grant), reconnect it (see below).
Nav note: There is no top-level "User Sources" settings page. The people-source and directory-sync surfaces are user-sync and group-sync, which sit under SSO / the user menu rather than the main Settings nav (Settings shows: Company, Employees, Groups, Org Chart, Invites, Billing, Assets, Incident Management, SSO).
Users not syncing
Symptom | Likely cause | Fix |
New hires not appearing | Sync scope excludes them | Broaden the scope in the source's sync settings |
User in the wrong group | Group mapping not configured | Check the Groups tab / group mapping |
User has the wrong role | Roles are set in ReFresh, not the HRIS | Edit the role in Settings → Employees |
Terminated in the HRIS but still active in ReFresh | Sync runs on a schedule | Run a manual sync if available, or wait for the next scheduled run |
Field conflicts
When ReFresh data and HRIS data disagree, ReFresh uses priority-based conflict resolution:
HRIS-managed fields are locked in ReFresh, so a sync isn't silently overwritten by a manual edit.
If multiple sources are connected, the higher-priority source wins. Give your HRIS the highest priority so employment data is authoritative.
ReFresh-only fields (role, group memberships beyond the HRIS, custom configuration) stay editable in ReFresh.
If a field you expected to update from the HRIS isn't changing, check that the field is within the HRIS sync scope.
Reconnecting a broken integration
Open the user-sync surface (via SSO / the user menu) or the Integrations page and find the source showing a problem.
Select Disconnect to clear the broken authorisation.
Select Connect again and complete the OAuth flow.
Verify sync health on the Sync hub's Users and Groups tabs.