If the enrollment link isn’t working, employees can try logging in directly or using previous account information.
Common troubleshooting:
Email verification: Ensure you are using the correct email address when resending the reminder.
Try logging in directly: Have the employee try logging in using their email and password if they have already created an account or started completing enrollment.
Check for previous accounts: If the employee had a previous Lively account, ask them to log in using their prior credentials, as Lively ties all accounts to a single user.
Resend the enrollment email: If neither of the above works, resend the enrollment email.
Navigate to the "Employees" tab in the employer dashboard.
Search for and select the employee's name.
Choose the "Send a reminder email" option.
Login trouble: If the employee has trouble logging in, verify that they are using the correct email and password associated with their account.
Password resets: If a previous account is causing issues, try resetting the employee’s password before resending the enrollment link.
Contact Support: If the issue persists, have your employee contact the Member Support team at 888-576-4837.
Updated: