Policy Hub FAQ
Answers to common setup and operating questions about Policy Hub.
For what the app is and how to set it up from scratch, see the
Policy Hub Overview.
Setup
Do I need to configure anything before employees can use Policy Hub?
Yes. An administrator must enable Policy Hub from Admin → Apps → All Apps and grant it a licence. Until then the app is invisible to everyone. Once enabled, the default settings work out of the box — acknowledgments are on, the deadline is 14 days, and reminders go out every 4 days — but you should review the Settings tab before publishing your first policy.
If you plan to use multi-language translation, you also need to turn on Enable Multi-Language Support in Policy Hub settings. Translation is off by default and requires your business to have languages configured in General Settings first.
Who can create and manage policies?
Three roles have HR-level access: Admin or above, anyone designated as a Policy Hub App Admin, and anyone with the HR Admin role. These users can create, edit, publish, archive, and retire policies, manage templates, run acknowledgment campaigns, view compliance reports, and access the Evidence Pack.
All other employees can browse published policies and handbooks, view their pending acknowledgments, and acknowledge policies assigned to them.
Permissions and access
Why can’t a specific group of employees see a policy?
A policy’s audience is the intersection of two settings. First, the audience targeting — either all employees or specific departments and locations. Second, the jurisdiction scoping — if you select applicable states, only employees assigned to locations in those states are included.
If an employee is not in both the audience and the jurisdiction, they will not see the policy and will not be asked to acknowledge it. Check the policy’s edit page to see which departments, locations, and states are selected. If you are using state scoping, also check that your employees’ locations have a state set — anyone at a location with no state falls outside every state-scoped policy.
Day-to-day — Policies
How does version control work when I publish a policy?
Every time you publish a policy, the platform creates a numbered version snapshot that records the full content, the author, the date, and the change reason. You can compare any two versions side-by-side with highlighted additions and deletions plus change statistics. Version history is retained in full — there is no cap.
Content edits to an already-published policy automatically create a new version snapshot. The version number advances only on content changes, not on metadata-only updates like renaming or changing the audience.
Can I require employees to re-acknowledge after updating a policy?
Yes. Each policy has its own Re-acknowledge on Updates switch; the setting Require Re-acknowledgment When Policies Update (on by default) is what new policies start with. When a policy’s switch is on and you save a Major or Legal change to its published content, every employee who already acknowledged the previous version is flagged to re-acknowledge with a fresh deadline. A Minor change keeps every acknowledgment and asks no one. The re-acknowledgment deadline uses the policy’s own deadline if set, or falls back to the tenant-wide default (14 days), or to a hard-coded 14 days if neither is configured.
Employees see what changed since their last acknowledgment as a highlighted diff on the acknowledgment page.
Can I schedule a policy to publish at a future date?
Yes. Set the Scheduled Publish Date on a draft policy and it will publish automatically at that time. The scheduled date must be in the future. If publication approval is enabled for your tenant and the policy has not been approved by the scheduled time, it stays as a draft and loses its schedule — it will not publish without approval.
How do I set up a comprehension check before acknowledgment?
Open a policy, go to the comprehension-questions section, and add multiple-choice questions. Each question has answer options and one correct answer. Questions default to inactive — switch a question on when you are ready for it to gate acknowledgments.
Once at least one question is active, employees must score at or above the passing threshold before their acknowledgment is accepted. The default passing score is 80% and you can change it per policy. HR can see how many employees have attempted and passed.
Day-to-day — Acknowledgments
How are acknowledgments tracked?
Each acknowledgment records the employee, the exact policy version, a timestamp, IP address, device type, and browser information as a full audit trail. Employees acknowledge with a confirmed click — they must check both “I have read” and “I agree to comply” boxes. The compliance report shows per-policy acknowledgment rates, and you can export the report to CSV.
The Evidence Pack provides a per-person view of everything an individual employee owes and has signed, including the signed document when e-signature is used. IP address and browser details are masked by default in the Evidence Pack and require an elevated step-up authentication to reveal.
Can I require a signature instead of a click?
Yes. Turn on Require a Signature on the policy. Employees review the policy document and sign it in the app instead of click-acknowledging, and the signed PDF is kept as evidence. No E-Signature app, provider or integration is needed.
Employees without an email address on file can still sign. They confirm it is them with a text-message code to the mobile number on their profile, or else their password or PIN. Someone with none of these is told on the signing page to ask HR to add a mobile number — they are never dropped back to a plain click.
How do bulk acknowledgment campaigns work?
Campaigns let you send acknowledgment requests for multiple policies to a targeted group of employees at once. Create a campaign, select the published policies that require acknowledgment, set filters for departments or locations, a due date, and whether to auto-remind. When you send the campaign, each recipient gets a document package containing the selected policies. Recipients with no email address on file are asked in their Inbox instead and sign in the app, confirming it is them with a text-message code, or their password or PIN.
You can track completion rates, send reminders for outstanding packages, and cancel a campaign to void any pending signature requests. With auto-remind on, a campaign sends one automatic reminder to everyone who has not signed, when the due date is within the reminder window (7 days before it by default). Resend Signature Requests on the campaign reaches them again whenever you choose.
How do I find who is overdue, and export the full list?
Go to Acknowledgments → Compliance Report. The Overdue tile counts acknowledgments still pending past their deadline (someone who owes three overdue policies counts three times); select View overdue acknowledgments to open All Acknowledgments on its Overdue chip, which lists exactly the acknowledgments the tile counts. The Compliance over the last 12 months trend is built from a nightly snapshot, so a new workspace starts with one point and fills in night by night.
For an audit, the Evidence Pack’s By policy → Roster lists every targeted employee with their record or outstanding status, and Export CSV downloads the full roster however large it is.
Day-to-day — Handbooks and sharing
Can handbooks be shared externally?
Yes. Published handbooks get a public URL with a clean custom slug. By default that link requires the viewer to sign in to your organization. An administrator can turn off Require Sign-In for Public Handbook & Policy Links in Policy Hub settings to allow anonymous viewing — useful for day-one onboarding reading before an employee has credentials.
Individual policies can also be shared at a public URL when you turn on Enable Public Link on the policy (not available for a policy restricted to named readers). Both policies and full handbooks can be exported to PDF.
Day-to-day — Translation and legal updates
Can employees read policies in their own language?
Yes, once you turn on Enable Multi-Language Support in Policy Hub settings. Your business must also have languages configured in General Settings. Policy Hub translates into 15 languages: Spanish, French, German, Chinese (Simplified and Traditional), Portuguese, Vietnamese, Korean, Japanese, Tagalog, Arabic, Hindi, Russian, Italian and Polish. Other languages configured for your business are not offered for policy translation.
Machine translations carry a disclaimer until a bilingual HR team member verifies them. You can download a bilingual PDF for side-by-side review. If the source policy is edited after translation, the translation is automatically flagged as stale so you know to refresh it.
How does Policy Hub surface employment-law changes?
Policy Hub shows employment-law change notifications with a severity level — Critical, Important, or Informational — sorted with the most urgent first. For each notification you can see which of your policies it affects, then mark it as reviewed, dismiss it, or apply a custom override. Every decision is logged in the activity trail.
A separate Compliance Check tool (under the Policies tab) lets you pick a state and see the employment-law requirements your policies need to cover, drawn from the same rules catalog.
When something looks wrong
Why can’t I acknowledge this policy?
Three things can block an acknowledgment. First, if the policy has required training courses linked to it, you must complete those courses before the Acknowledge button becomes available. Second, if the policy has an active comprehension check, you must pass it with a score at or above the threshold (default 80%). Third, if the policy has Require a Signature on and you have no email address, mobile number, password or PIN to confirm it is you, the signing page asks you to have HR add a mobile number to your profile.
If none of these apply and you still cannot acknowledge, the policy may no longer be published — only published policies accept acknowledgments.
My acknowledgment shows as pending even though I already signed — what happened?
Either the policy had a major or legal update after you acknowledged it, or your signature was due for renewal (some policies must be re-signed every so often, even when the text has not changed). In both cases everyone who signed earlier is flagged to acknowledge the current version. Your original acknowledgment is still on file, but you need to review and acknowledge the updated content before your status clears.
On the acknowledgment page you will see a “What changed” section highlighting the differences since the version you last signed.
I can’t find a policy I know exists — where is it?
If you are not an HR user, you can only see published policies that target your department, location, and state. A policy in draft, archived, or retired status is invisible to employees. If the policy is scoped to specific states and you are not assigned to a location in one of those states, you will not see it either.
Ask your HR admin to check the policy’s status and audience settings. If the policy was retired, an admin can reactivate it as a draft so it can be edited and republished.
Licensing and limits
Does Policy Hub require a licence?
Yes. Policy Hub requires a licence and is disabled by default. An administrator enables it from Admin → Apps → All Apps. No policies, handbooks, or acknowledgment tracking is available until it is enabled.
Are there limits I should know about?
- Acknowledgment deadline: defaults to 14 days; configurable per policy and at the tenant level.
- Reminder frequency: defaults to every 4 days for automated reminders (workspaces set up before this default changed keep 3). Each person gets at most five automated messages per policy, spaced by the reminder frequency: reminders while the policy is still within its deadline (never more than four), then overdue notices once the deadline has passed.
- Low-compliance alert threshold: defaults to 50%.
- Word import size: 10 MB per file.
- Bulk import: up to 25 files per batch, 100 MB total. Accepts PDF and Word (.docx).
- Comprehension pass threshold: defaults to 80%; configurable per policy.
- Review cadence options: Monthly, Quarterly, Semiannual, Annual, or As needed (no schedule).
- Translation languages: 15 supported languages.
- Version history: unlimited — every publish is snapshotted with no cap.
- Campaign reminders: one automatic reminder, 7 days before the due date by default.
- Training course picker: shows up to 200 courses when linking training to a policy.
More help
- Policy Hub Overview
- Ask AI — the assistant answers Policy Hub questions from these articles.