How to solve ‌employee’s sign-up or access issues?

When employees can’t access their email, they won’t be able to log in or reset their password.

If employees can’t access their login email, there are two different scenarios:

• Employees who don’t have an active plan.
  In this case, the HR must delete the employee from the eligible list, and then add them again, so they can create a new account using a different email.
  💡 When updating the eligible list, you can use the same eligibility key as before, or create a new one.
• Employees who have an active plan.
  In this case, the employees themselves need to contact the Wellhub support team.

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.