---
title: When And How to Reach Out to Workday
description: Cross-check a User's Information in Learn@HubSpot and Workday Moodle Sync Error Workday syncs with Learn@HubSpot twice daily at 630am and 630pm EST (please refer to this article for the fields that ge
---

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# When And How to Reach Out to Workday

| ### Table of Contents [Cross-check a User's Information in Learn@HubSpot and Workday](https://learninganddevelopment.hubspot.com/learnhubspot/when-and-how-to-reach-out-to-workday#Cross-check-a-users-information) [Moodle Sync Error](https://learninganddevelopment.hubspot.com/learnhubspot/when-and-how-to-reach-out-to-workday#Moodle-sync-error) |
| --- |

### Cross-check a User's Information In Learn@HubSpot and In Workday

Workday syncs with Learn@HubSpot twice daily at 630am and 630pm EST (please refer to this [article](https://learninganddevelopment.hubspot.com/learnhubspot/what-are-the-fields-that-workday-send-to-learnhubspot) for the fields that get sent from Workday to Learn@HubSpot). There may be times when you need to reach out to Workday due to sync issues. For example, a user might have different managers in Learn@HubSpot and Workday. 

- In Learn@HubSpot, 
    - follow the instructions [here ](https://learninganddevelopment.hubspot.com/learnhubspot/check-a-user-profile)to check a user's profile.
    - follow the instructions [here ](https://learninganddevelopment.hubspot.com/learnhubspot/check-a-learners-manager)to check a user's manager.
- To check a user's information in Workday, 
    - log into Workday via Okta.
    - search for the user via the search bar at the top of the page.
    - click the user's name to view the user's profile. You should see the manager's name listed under *Job Details* on the right. 

If there's any mismatch of information, email Workday Support at  [workday-support@hubspot.com ](mailto:workday-support@hubspot.com)and CC [Learn@hubspot.com](mailto:Learn@hubspot.com) 

### Moodle Sync Error

If you receive either of the error messages below, follow the troubleshooting steps in this section.

- **Error Message:** Your account has not been provisioned in Moodle.
- **Error Message: **You have logged in successfully as [user email address] but do not have an account in Moodle.

1. Check the user's email address in Learn@HubSpot by following the instructions [here.](https://learninganddevelopment.hubspot.com/learnhubspot/check-a-user-profile)

2. Check the user's email address in Workday by logging onto Workday via Okta and searching for the user via the search bar at the top of the page. 

**If the Learn@HubSpot email address does not match what is in Workday complete the following steps:**

a. Update the email address in Learn@HubSpot to match what is in Workday.

b. Email Workday Support at  [workday-support@hubspot.com ](mailto:workday-support@hubspot.com)and CC [Learn@hubspot.com](mailto:Learn@hubspot.com) about mis-matched email addresses. 

**If there is no email address in Workday complete the following steps:**

a. Email Workday Support at  [workday-support@hubspot.com ](mailto:workday-support@hubspot.com)and CC [Learn@hubspot.com](mailto:Learn@hubspot.com) about empty email address field. 

**If everything in Workday is correct, but the user still has no access to Learn@HubSpot, email Learn@HubSpot.com. **

When the user receives and an error that says "the user has been **suspended **in Moodle", please email Learn@HubSpot.com or post in the #learn-at-HubSpot slack channel.