This guide covers the most common sign-up and access issues. Please find the scenario that best fits your employee's situation:
For the privacy and security of your employee, they must contact our support team directly to resolve a blocked account.
To help you understand what might have happened, here are the most common reasons an account is blocked:
- Ineligible Family Member: The Wellhub family benefit is for a spouse/partner, parent, or child only. An account created for any other relationship violates our terms.
- Payment Issue: A problem with a payment, such as a disputed charge, can cause a temporary block.
- Terms of Use Violation: Actions that go against our Terms and Conditions of Use, like sharing an account, can also result in a block.
If employees don't have access to their login email, ask them to:
- Check if they're using the correct login email and password.
💡 The email used for signing up may be different from the login email. - Recover the login email using their eligibility email.
If employees already tried to recover their login email without success, the benefit admins might need to reach out to Wellhub support.
Tip
To prevent employees from losing access to their login emails, reinforce with them the importance of adding a recovery email in the Wellhub app under Profile > Emails > Recovery email > Add email.
This happens when the employee has already signed up, but instead of logging in to access the account, tries to sign up again.
In this case, ask the employee to try logging in using the information they have signed up with, or to reset their password.
💡 If the employee doesn't have access to their email, or doesn't receive the password reset, follow the steps at the beginning of this article.
What could happen in this case is:
-
The employee has not yet been added to the employee list.
Check the last employee list uploaded and, if the employee isn't on it, add them. -
The employee hasn't selected the correct company when signing up.
It is only possible to confirm eligibility and sign up if the employee selects the exact name of the company for which they are eligible. If the company has multiple Tax IDs associated with Wellhub, check on which one the employee is registered.
💡 If the employee has received an email inviting them to sign up, ask them to do it using that email so they don't have to enter the company name. -
The employee didn't enter the correct eligibility key when signing up.
Eligibility keys are data submitted by the company to identify each employee. Check what are the eligibility keys and ask the employee to try signing up again using the correct key.
Important note
To request support, employees themselves must contact our team. However, if the benefit admin gets in touch with support, they must provide the employee’s full name, email and eligibility key.