Troubleshooting

The Vyki chat window is not showing up

Check the following:

Vyki is enabled for your company. If Ask Vyki is in the header but locked, your company hasn’t added Vyki to its contract. Contact your hh2 Account Executive.
You’re on a page where Vyki runs. That’s the hh2 home page and Time Tracking pages, including Time Sheet, Time Record Entry, and Time Approval.
Your hh2 role is Payroll Manager. The chat window is visible only to Payroll Managers.
Try refreshing the page. The header loads with the page.

If the problem continues, contact your administrator to check your role assignment.

Vyki is not sending notifications

Check the following:

Auto Notify is on in Time Tracking Settings, on the VYKI Assistant tab.
Recipients have contact information. The employees or managers you expect to hear from Vyki need a valid phone number or email on their hh2 user record.
The notification window has been reached. Vyki sends at four scheduled points in the pay cycle, not continuously.
The time sheet may already be done. Vyki skips notifications that no longer apply.
Vyki is enabled for your company. If your company’s Vyki module is off, all automations stop, including notifications.
It’s outside your hours of operation. Notifications wait until your company’s defined hours.

Vyki says she cannot update a time sheet

Vyki tells you exactly why she stopped. The most common reasons:

What Vyki says	What to do
You don’t have access to that time sheet	Request access from your administrator.
The time is above your approval level	Escalate to the right approver, or ask your admin to adjust your approval level.
You don’t have edit permission	Contact your administrator to update your permissions.
The Approval Group doesn’t have access to that coding	Ask your admin to add the cost code or job to the relevant Approval Group.
The time has already been sent to payroll	Time that’s been exported to your ERP or payroll is locked and can’t be changed through Vyki. Handle it through your normal correction process.
I can’t verify whether this time has been sent	Vyki couldn’t check the export status, so she stopped rather than risk changing exported time. Try again, and contact support if it persists.

Vyki gave me an answer that looks wrong

Ask Vyki to explain her work:

“Where did those numbers come from?”
“Which time sheets did you use to get that total?”

Vyki cites the time sheets she read. If the data still looks off, start a New Chat to clear her session context:

Click the three dots in the upper right of the Vyki panel.
Select New Chat.

This clears context Vyki is holding from the current session. It does not delete your audit log.

If an overtime correction looks wrong, check the totals on the time sheet before you approve. Spot-check employees whose time is spread across several jobs.

Vyki shows an error

Vyki tells you which kind of problem she hit.

A sign-in problem. Vyki says she can’t confirm you’re signed in and offers a Sign in again button. If that doesn’t clear it, try these in order:

Hard refresh the page.
Close any duplicate hh2 tabs.
Open hh2 in a private window.
Check that your browser allows cookies for hh2.
Clear hh2 site data and sign in again.

A service problem. Vyki says something went wrong on her end and suggests retrying or refreshing. If it keeps happening, use the help link in the message to reach support.

A response was cut off

Vyki streams responses in real time. If the connection drops mid-stream, ask her to continue:

“Please continue where you left off.”
“Repeat that last response.”

Your conversation history is preserved even if the stream was interrupted.

Vyki applied a change I did not intend

Every action Vyki takes is logged in the audit log and can be reversed the same way a manual hh2 change is reversed.

Ask Vyki to undo the change: “Undo the last change you made.” If you have the permissions, she reverts it and logs the reversal.
If Vyki can’t reverse it, make the correction manually in hh2.
Send a note to the product team using the Feedback button in the Vyki panel.

Glossary

Term	Definition
Approval Group	The hh2 setting that controls which cost codes, jobs, and projects a user can interact with. Vyki respects Approval Group boundaries on every action.
Audit Log	The permanent record of every action Vyki took: what changed, for which employee, when, and why. Visible to administrators.
Auto Approve Time	Automation setting that lets Vyki approve time sheets that pass all checks, on the Payroll Manager’s behalf.
Auto Correct Time	Automation setting that lets Vyki update time entries to correct overtime classification.
Auto Notify	Automation setting that lets Vyki send missing time and approval reminders at scheduled points in the pay cycle.
Compliance Check	Vyki’s review of a time sheet against the overtime rules hh2 supports. Vyki will not approve a time sheet that fails one.
Exported / Locked Time	Time that has been sent to your ERP or to hh2 Payroll. Vyki cannot edit it.
Intent	What you’re trying to accomplish, as understood by Vyki’s reasoning engine. Vyki works out intent from plain-language requests before taking any action.
Payroll Manager	The hh2 role that grants access to the Vyki chat window.
Session / Conversation	A single back-and-forth with Vyki. Sessions are kept for 24 hours.
Tool / Function Call	A specific action Vyki can perform: read a time sheet, update a time entry, send a notification, approve time. Each runs through hh2’s normal permission and validation rules.
Vyki	hh2’s AI Payroll Assistant. Built to handle the prep work between time tracking and payroll.
Vyki module setting	The company-level switch that turns Vyki on or off. Managed by hh2 when Vyki is added to your contract.