If your employee’s enrollment link has stopped working after they visited the Lively website, follow these steps to troubleshoot and resolve the issue.

Question(s):

What should I do if my employee's enrollment link is no longer working after they accessed the Lively website?

Answer:

If the enrollment link isn’t working, employees can try logging in directly, using previous account information, or you can resend the enrollment email from the employer dashboard.

Steps

• Have the employee try logging in using their email and password if they have already created an account.
• 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.
• If neither of the above works, resend the enrollment email. Navigate to the employee’s details page by searching for their name under the "Employees" tab in the employer dashboard. Select their name, then choose "Send a reminder email."
• If the issue persists, contact your Customer Success Manager (CSM), whose information is located in the lower left corner of the employer dashboard.

Common Issues/Troubleshooting:

• If the employee has trouble logging in, verify that they are using the correct email and password associated with their account.
• If the previous account is causing issues, try resetting the employee’s password before resending the enrollment link.
• Ensure you are using the correct email when resending the reminder.