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Troubleshooting employee access and account issues

Updated

Overview

This guide helps you troubleshoot issues with employee account access, welcome emails, and login problems. Follow these solutions to help employees access their benefits.

Common employee access issues:

  • Welcome email not received
  • Can't log in to the account
  • Incorrect email address
  • Password reset not working
  • Account locked or suspended

 

Welcome email issues

Problem: Employee didn't receive welcome email

Solutions:

  1. Check spam folder:
    • Ask employee to check spam/junk folder
    • Check promotions tab (Gmail)
    • Search for "Soda" or "welcome" in email
  2. Verify email address:
    • Confirm email address is correct in system
    • Check for typos in email
    • Verify email is active and accessible
    • Test email by sending test message
  3. Timing:
    • Welcome emails sent immediately after policy activation
    • If policy activated today, email should arrive within minutes
    • If scheduled for future date, email sent on go-live date
    • Allow up to 1 hour for email delivery
  4. Resend welcome email:
    • Contact support to resend welcome email
    • Provide employee name and email
    • Support can resend immediately
    • Employee should receive within minutes

Problem: Welcome email received but link not working

Solutions:

  1. Check link expiration:
    • Welcome email links may expire
    • Request new welcome email if expired
    • Contact support for new activation link
    • Employee can also use password reset
  2. Browser issues:
    • Try different browser
    • Clear browser cache
    • Copy and paste link directly
    • Ensure link is complete (not cut off)
  3. Request new link:
    • Contact support for new activation link
    • Employee can use "Forgot password" option
    • New link will be sent via email

 

Login problems

Problem: Employee can't log in 

Solutions:

  1. Verify email address:
    • Ensure correct email is being used
    • Check for typos in email
    • Verify email matches system record
    • Try copying and pasting email
  2. Password issues:
    • Use "Forgot password" to reset
    • Check if Caps Lock is on
    • Verify password is entered correctly
    • Try typing password in notepad first, then copy
  3. Account status:
    • Verify employee account is active
    • Check if account is locked
    • Confirm employee is still covered
    • Contact HR to verify status

Problem: Password reset not working

Solutions:

  1. Check email:
    • Password reset email may be in spam
    • Check all email folders
    • Verify email address is correct
    • Wait a few minutes for email
  2. Link expiration:
    • Password reset links expire 
    • Request new password reset
    • Use link immediately after receiving
    • Don't use old reset links
  3. Browser issues:
    • Clear browser cache
    • Try different browser
    • Disable browser extensions
    • Try incognito/private mode
  4. Contact support:
    • If password reset continues to fail
    • Support can reset password manually
    • Provide employee name and email
    • Support will send new login credentials

 

Email address issues

Problem: Employee email address is incorrect

Solutions:

  1. Update in HR dashboard:
    • Go to "People" section
    • Find employee in list
    • Edit employee details
    • Update email address
    • Save changes
  2. After updating email:
    • New welcome email will be sent
    • Employee should use new email to login
    • Old email will no longer work
    • Employee may need to reset password
  3. If employee already activated:
    • Contact support to update email
    • Provide old and new email addresses
    • Support will update and notify employee
    • Employee may need to verify new email

Problem: Employee changed email address

Solutions:

  1. Update email in system:
    • HR should update email in dashboard
    • Employee should notify HR of change
    • Update before employee loses access
    • Verify new email is correct
  2. Account access:
    • Employee can use old email until updated
    • After update, must use new email
    • May need to reset password
    • Contact support if access issues

 

Account access and features

Problem: Employee can't see their coverage or benefits

Solutions:

  1. Check account activation:
    • Verify employee activated account
    • Check if welcome email was completed
    • Employee may need to complete setup
    • Verify account is active
  2. Plan assignment:
    • Verify employee is assigned to plan
    • Check plan is active
    • Confirm coverage dates
    • Update plan if needed
  3. Browser or app issues:
    • Clear browser cache
    • Try different browser
    • Log out and log back in
    • Refresh the page

Problem: Employee can't submit claims

Solutions:

  1. Account status:
    • Verify account is fully activated
    • Check employee is in active plan
    • Confirm coverage is active
    • Verify plan includes claim submission
  2. Permissions:
    • Check if employee has claim permissions
    • Verify plan allows claims
    • Contact HR if permissions issue
    • Contact support for assistance

 

General troubleshooting steps

For HR administrators:

  1. Verify employee in system:
    • Check employee list in dashboard
    • Confirm email address is correct
    • Verify employee is in active plan
    • Check employee status
  2. Resend welcome email:
    • Contact support to resend
    • Provide employee name and email
    • Support can resend immediately
    • Employee should receive within minutes
  3. Update employee information:
    • Edit employee details in dashboard
    • Update email if incorrect
    • Verify plan assignment
    • Save changes

For employees:

  1. Check email:
    • Check spam/junk folder
    • Search for "Soda" in email
    • Verify email address is correct
  2. Password reset:
    • Use "Forgot password" option
    • Check email for reset link
    • Use link immediately
    • Create new password
  3. Contact HR:
    • Ask HR to verify your account status
    • Request welcome email resend
    • Verify email address in system
    • Get assistance with access

 

Common questions

Q: My employee didn't receive the welcome email. What should I do?
A: First, ask employee to check spam folder and verify email address. If still not received, contact support to resend welcome email. Welcome emails are sent immediately after policy activation.

Q: An employee can't log in. How do I help them?
A: Verify email address is correct, have employee use "Forgot password" to reset, check if account is active, and contact support if issue persists. Support can reset password manually if needed.

Q: Why is an employee account showing as 'pending'?
A: Employee may need to activate account using welcome email link, policy may not be activated yet, or employee may not be assigned to a plan. Check these factors and contact support if needed.

Q: How do I update an employee's email address?
A: Go to "People" or "Employees" in HR dashboard, find employee, edit details, update email address, and save. New welcome email will be sent to new address.

Q: Password reset isn't working for an employee. What can I do?
A: Check if reset email is in spam, verify email address is correct, request new password reset, and contact support if issue persists. Support can reset password manually.

Q: Can employees use benefits before activating their account?
A: No, employees must activate their account first using the welcome email link. Benefits are available only after account activation is complete.

Q: How long do welcome email links last?
A: Welcome email activation links may expire after a period. If expired, contact support to resend welcome email or use password reset option to access account.

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