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Gusto Troubleshooting: I Can't Match My Employees
Gusto Troubleshooting: I Can't Match My Employees
Shoshana Fleischmann avatar
Written by Shoshana Fleischmann
Updated over a week ago

Have you set up the Gusto integration and you’re having trouble matching employees? In this article, we will walk you through how to self-troubleshoot when you encounter this issue.

To get started, please make sure to review our article about how to integrate with Gusto Payroll.

If you’re still unable to match users after going through the article, please review the following steps:

  1. Check that you are matching users listed as employees in Gusto. Currently, Gusto's API supports exporting hours for employees only, not contractors.

    • Learn how to add employees and how to convert contractors to employees on Gusto here.

  2. Check that the users are active users in Connecteam. If they are archived, they cannot be matched, so you’ll need to restore those users in order to match them. You can view your active and archived users in the Users tab, like so:

  3. Check that the details of the user profiles match in Connecteam and in Gusto (name, email, phone number).

    • Learn how to update user details on Connecteam here.

    • Learn how to update user details on Gusto here.

  4. Disconnect and connect the integration again. To do so, go to the Time Clock Settings → Integrations tab → Click 'Disconnect' → Connect again.

  5. Perform a hard refresh to your browser (Control+Shift+R on a PC or Command+Shift+R on a Mac) and clear cache and cookies.

  6. If the above steps didn't help, reach out to the Support team. We’re here for you!

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