This channel is exclusive for Company demands. We cannot act on individual employee accounts through third parties.
How can we help you? We explain the scenario and provide the exact step-by-step guide or ready-made communications for you to share with your employees.
How does the employee solve the problem? Through our Member Help Center. This is always the fastest and most effective path for individual issues. If the employee has already contacted us, we will respond as soon as possible.
Use this quick guide to instruct your employee on how to regain access to their Wellhub account:
Forgotten Password
If the employee does not remember their current password: They can easily reset their access. Instruct them to use their login email, recovery email, or verified mobile number registered on the platform to create a new password.
➡️ See here how the employee can reset their password.
Note: Copy and paste the information below to send to your employees.
Forgot your password? Don't worry. If you already know your registered email, simply click this link to reset your password quickly and securely. Just follow the step-by-step instructions on the screen: Reset your password.
Questions about the login email
If the employee does not know which email they registered there are two main ways to help them find out:
- Eligibility Email: Ask the employee to try logging in with their corporate email (or the one used during hiring). By entering this email and the correct password, the app will display a screen informing them of their official login email.
- Via Recovery Email: If they have a personal email set up for recovery, they should try logging in with it. The app will show an error; just tap "recover your email" and follow the identity instructions to view the correct address.
➡️ See here how the employee can add a recovery email.
Loss of access to login email
If an employee changed roles or companies and lost access to their old corporate email, they can still recover their account, provided they have a previously registered mobile phone or secondary email.
Note: Copy and paste the information below to send to your employees.
If you no longer have access to your registered login email (for example, after changing jobs), you can still recover your account if you have a recovery email or a verified mobile number.
Here's how to regain access:
- First, reset your password using your recovery email or mobile number.
- Next, find your login email. Learn how to find your login email.
- Finally, log in using your login email (which you no longer access) and your new password.
As soon as you can access your account, immediately go to your account settings to change your login email to one you have access to. Learn how to change your email.
💡 Note: If you have not set up any recovery options, you will need to contact our support team for assistance.
💡 Success Shortcut
Do not try to remove and re-add the employee: Deleting and reinserting the user into the eligibility database does not solve the problem. The system will automatically link the new eligibility to the original account, which remains inaccessible.
- This procedure is exclusive for active employees who have already validated their situation with the HR department.
- If the user forgot their password and does not have registered recovery methods (mobile/secondary email), the account cannot be recovered by this method. Ask the employee to contact Wellhub support through the Member Help Center.
Blocked or Suspended Account
If an employee reports their account is blocked, the initial guidance is for them to contact our support directly for a detailed analysis due to security and data privacy reasons (LGPD).
Check the most frequent reasons for suspension:
- Violation of Usage Rules: Wellhub performs preventive blocks in cases of suspected shared use, ineligible family member added, account created without eligibility, incorrect personal data, or non-compliance with the terms of service.
- Payment Issues: If there is a billing failure (lack of limit or expired card) or dispute, the account is suspended. To regularize, the employee must update the details under Subscription > Payments in the app. After processing, the account is automatically unlocked.
➡️ See here the main reasons for account blocking or suspension.
Note: Copy and paste the information below to send to your employees.
If you have received a blocking notification or are unable to access your Wellhub account, check the steps to regularize your situation:
- Check your payment: Access the Subscription or Payments tab in the App and verify that your card is up to date and has an available limit. Upon updating the data, the unblocking is automatic after processing.
- Usage Rules: If the payment is up to date, the block may be preventative due to suspected shared use or terms violation.
How to proceed: Due to sensitive data protection policies (LGPD), the company cannot request the unblocking on your behalf. You must contact official support directly through the Wellhub Help Center to understand the reason and request an evaluation for your account's reactivation.
Technical Issues
If the employee is sure the data is correct, but the app does not start: The problem might be with the phone settings. Suggest:
- Enable Cookies: Wellhub requires cookies to be active in the device's default browser.
- Change the Default Browser: In some cases, switching the default browser (e.g., from Safari to Chrome or Firefox) resolves loading conflicts.
If the employee is still having access issues, copy and paste this article with detailed instructions for recovery: How to solve access problems to my account.
If access is still not granted even after this, they should contact our support through the Member Help Center.