Common Issues

This page covers the most commonly reported issues across all user types. If you don't find your answer here, submit a support ticket.

Email addresses in Hire2Hero are case-sensitive. John.Smith@example.com and john.smith@example.com are treated as different accounts. Re-type your email exactly as it was sent to you in your welcome email.

Copy your email directly from the welcome email rather than typing it to avoid casing mistakes.

I never received my welcome / verification email

Check your spam or junk folder — automated emails from noreply@hire2hero.com sometimes land there.

If the email isn't in spam, contact your administrator. They can resend the invitation from Settings → Administrators.

If you are the administrator, contact Hire2Hero support to have the verification email re-sent.

I'm being logged out unexpectedly

Sessions expire after a period of inactivity for security reasons. If you're being logged out mid-task, save your work frequently. There is no configurable session duration at this time.

I forgot my password

On the login screen, click Forgot password? and enter your email address. A reset link will arrive within a few minutes. The link expires after 24 hours — if it has expired, request a new one.

Password reset emails go to the address on file. If you no longer have access to that inbox, ask your administrator to update your email from Settings → Administrators before requesting a reset.

My account shows "Account Suspended"

Account suspension means your organization's subscription has lapsed. Reach out to your administrator or contact support to resolve the billing issue and restore access.

Timecards

I can't find a timecard I submitted

Timecards that have moved past the Submitted state may be filtered out of your default view.

For Employee

On the Timecards page, change the Status filter from "Pending" to "All" to see timecards in every state.

For Administrator

On Time & Expenses → Time Cards, use the Status filter to find timecards across all states. You can also filter by candidate or date range.

My timecard was rejected — what do I do?

When an approver rejects a timecard, you'll receive an email notification with their comments. To correct and resubmit:

Navigate to your Timecards page and find the rejected entry (status: Rejected).

Open the timecard and review the rejection comment from the approver.

Make the required corrections and click Resubmit.

I submitted a timecard but my approver says they haven't received it

Confirm the timecard's status shows Submitted (not Draft). If it's in Draft, it hasn't been sent for approval yet — click Submit to send it. If the status is Submitted and the approver still can't see it, verify the correct approving contact is assigned to your placement by checking with your administrator.

I can't submit — the Submit button is disabled

A disabled Submit button usually means one or more required fields are empty or invalid. Scroll through the timecard form and look for fields highlighted in red. The most common causes are:

Missing hours on a day that is marked as worked
An expense line with an amount but no description

Expenses

My expense was rejected — receipts are required

Hire2Hero requires a receipt attachment for expense claims. When resubmitting, attach a clear image (JPEG or PNG) or PDF of the receipt before clicking Resubmit.

I can't attach a file to my expense

Supported formats are JPEG, JPG, PNG, and PDF. The maximum file size per attachment is 10 MB. If your file is too large, compress it or contact support.

General

The page is loading slowly or showing an error

Hard-refresh the page: Cmd + Shift + R (Mac) or Ctrl + Shift + R (Windows/Linux).

Clear your browser cache and try again.

Try a different browser or an incognito window to rule out a browser extension conflict.

If the problem persists, contact support with the error message and the page URL.

Menu items in Hire2Hero are role-based. Administrators see the full sidebar; candidates and approving client contacts see a reduced set of options. If you believe you're missing permissions that your role should have, contact your administrator.