---
title: "Fix a missing manager, time zone or email"
description: "Why a profile shows a blank manager, time zone or email, which source Pyn takes each value from, and how to put it right."
sidebar:
  order: 2
area: directory
feature: employees
appPath: /directory/home
lastVerified: 2026-10-22
version: "2026-10-16"
audience: admin
related:
  - directory/employees/reference-employee-properties
  - directory/employees/upload-employees-from-a-spreadsheet
  - activity/messages/resend-a-bounced-message
intercom:
  - id: "6024089"
    title: "How does Pyn determine a message recipient's time zone?"
    url: https://intercom.help/pyn/en/articles/6024089-how-does-pyn-determine-a-message-recipient-s-time-zone
    note: draws on
---

A manager nudge went nowhere, a message landed at 3 a.m., or an email bounced. Each traces back to one field on the profile, and the fix is always the same: find the source that should supply it and correct it there. Profiles themselves are not edited in Pyn.

## How Pyn fills a profile

Every field is taken from the highest-preference source that has a value. The order is: an addendum (form answers and webhooks), Workday, BambooHR, ADP, Greenhouse, Ashby, Rippling, HiBob, Pyn Classic, Employee File, Sample Data, then Slack. So a time zone from HiBob beats one from a spreadsheet, and a spreadsheet value beats what Slack reports.

## Steps

1. In Pyn, open **Directory** in the left navigation and open the person's profile.

2. On **Details**, note which field is blank or wrong.

3. Open **Sources**. Each entry is a record from one system. The field comes from the first of these, in the order above, that supplies it.

4. Fix the value in that source. For an HRIS, change it there; Pyn picks it up on the next sync. For a spreadsheet, correct the row and upload the file again; the row is matched on `employeeId`.

5. For a source that should not be contributing at all, for example a Slack member matched to the wrong person, open its menu on **Sources** and select **Disconnect**, then confirm **Disconnect this source?**. The profile is rebuilt without it.

## The three usual cases

- **Manager**: in a spreadsheet, `managerId` must equal another row's `employeeId`; in an HRIS, the manager must be an employee Pyn knows. A manager who is not an employee Pyn knows does not link. A relationship group of **Employees without a manager** finds everyone affected: [Create a relationship group](https://support.pynhq.com/directory/employee-groups/create-a-relationship-group/).
- **Time zone**: Pyn uses the source's time zone if it is a valid IANA name, an abbreviation or a Windows name; failing that, the country plus postal code for the US, Canada and Australia; failing that, the country if it has one zone. A US employee with no postal code and no time zone gets none, and the upload reports **Could not determine timezone**. Messages for someone with no time zone use the workspace's time zone from **Settings** > **Account Settings**.
- **Email**: a profile with no **Primary Email Address** shows the personal address in italics and cannot receive work email; a wrong one bounces. Correct it in the source, then [Resend a bounced message](https://support.pynhq.com/activity/messages/resend-a-bounced-message/).

> **Note:** An employee who is only known to Slack, Google Workspace or Microsoft 365 has no employment source, so Pyn treats them as inactive whatever those systems say. Give them an HRIS record or a spreadsheet row to make them **Active**.

## What you should see

After the sync or upload, **Details** shows the corrected value and, for a manager, the link to their profile. Groups that depend on the field are re-evaluated on the next refresh of employee data.

## Related

- [Employee properties](https://support.pynhq.com/directory/employees/reference-employee-properties/) for every field, the stage rules and the time-zone rules.
- [Upload employees from a spreadsheet](https://support.pynhq.com/directory/employees/upload-employees-from-a-spreadsheet/) for correcting a spreadsheet source.
- [Resend a bounced message](https://support.pynhq.com/activity/messages/resend-a-bounced-message/) once the address is right.

## Related Intercom articles

- [How does Pyn determine a message recipient's time zone?](https://intercom.help/pyn/en/articles/6024089-how-does-pyn-determine-a-message-recipient-s-time-zone) — draws on