# Troubleshoot HR connectors

## Stuck at Connection pending

**This is usually normal.** **Connection pending** means Mesh is waiting for your HR
provider to confirm the connection and signal that the first sync is ready. Mesh
doesn't time out and won't flip the connector to an error state because time has
passed.

Work through these in order:

1. **Give the first sync time.** A large HR directory takes considerably longer to
   prepare than a small one.
2. **Check the authorization actually completed.** If the connection window was
   closed before the provider reported success, authorization may never have
   finished. Use **Relink** (below) rather than starting over.
3. **Check for outstanding setup in your HR system.** Some providers — Workday
   especially — need configuration on their side before they report a connection as
   ready. A missed step leaves the connector pending indefinitely. See
   [Workday setup](./workday-integration.md).
4. **Contact support** if it's been pending far longer than your directory size
   explains. Mesh monitors long-pending connections internally, and support can see
   the connection state directly.

> **caution**
Deleting a pending connector discards the authorization you've already completed
and means redoing the provider-side steps. Try **Relink** first.

## Reconnecting — Relink

If a connection stops working — a credential was rotated, access was revoked in the
HR system, or authorization never completed — use **Relink** rather than deleting
the connector.

1. In **System configurations > Connectors**, find the HRIS connector.
2. Open its actions menu and select **Relink**.
3. The connection window opens again. Re-authorize with your HR provider.

Relink keeps the existing connector, so identities Mesh has already built stay
attached to it.

## Connected, but no data

Open the connector's actions menu and select **View collections**.

- **Counts are present** — data is arriving. Nothing to do.
- **Counts are empty and the first sync has had time to finish** — this needs
  investigation. Contact support with the connector name and roughly when you
  connected; support can see whether the sync ran and what it reported.

## Employment status shows Unknown

**Unknown** means Mesh couldn't confidently interpret the state your HR system
reported — usually because that provider doesn't have provider-specific mapping
yet. It's a deliberate answer, not a failure. See
[Employment status](./employment-status.md).

## The Add HRIS option is missing

Two likely reasons:

- **Permissions.** Adding an HR connector requires a Mesh administrator account
  with permission to manage connectors.
- **Data residency.** If your tenant is configured for a region where HR data
  cannot be routed, Mesh blocks the setup rather than collecting data it should not
  route.

## Nothing here matches

Contact [Axiad Customer Success](mailto:customer.success@axiad.com) with:

- the **connector name** as it appears in the connectors table,
- your **HR provider**,
- the **status** shown (Connection pending / Connected / an error), and
- roughly **when** you connected or last relinked.

Those four details let support locate the connection without asking you for
credentials — which Axiad support will never ask for.