What is an eligibility key?
The eligibility key is the data point Wellhub uses to verify that an employee is entitled to the benefit through your company.
What can be used as a key?
The eligibility key is not the same for every company; it depends on how your organisation configured the registration during onboarding. It must be one of the following:
Employee ID (at least 8 characters) + National Insurance (NI) number
Company ID (Employee ID) (at least 8 characters)
Employee ID (at least 8 characters) + First Name (concatenation)
Work Email Address
Note: Once the key type is defined, it cannot be changed through the portal. Please contact our support team directly to modify the category.
How to update an eligibility key
To ensure the employee's data is correct and they can access the benefit, follow these steps in the administrative portal:
Access the Portal: Log in to the Wellhub for Companies page.
Locate the Employee: Go to the Employees tab.
Open the Profile: Find the relevant employee and click the arrow next to their name to expand the information.
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Edit Eligibility Information:
Go to the Details section.
Click the pencil icon to enable editing.
In this area, you can update the field defined as the eligibility key used during the Wellhub registration.
Save Changes: Ensure you save before exiting so the Wellhub system processes the update.
Bulk Updates
Administrators can update eligibility keys in bulk via file upload using the "Adjust eligibility key values" option.
Please note: This procedure is intended exclusively for modifying values within existing keys. If the "Adjust eligibility key values" option is not visible, please contact our support team to enable this functionality.
Access the portal: Log in to the Wellhub for Companies page.
Navigate to Employees: Click the Employees tab in the main menu.
Start the update: In the top right corner, click the Update Employees button.
Select the workflow: Click the Adjust eligibility key values option.
Confirm the operation: A screen explaining the update process will appear. Tick the box to confirm you understand that this action will affect multiple employees simultaneously, and click Get Started.
What to do if an employee is accidentally removed?
If an employee is removed by mistake, HR must first re-add them to the eligibility list (via the portal or a bulk upload file) within 30 days. After this, the employee will need to reactivate their link in the app by following these steps:
Tap the Profile icon in the Wellhub app.
Click the Gear icon in the top corner.
Select the "Account" option.
Choose "Wellhub Provider" and search for/select your company name to restore the benefit.
Please note that for an employee to reactivate their profile, certain conditions must be met, such as having an active plan and not including any family members. If the employee cannot reactivate their profile, they will need to register again. Full details are available in this Help Centre article.