If an employee reaches out stating that they cannot access certain actions in their Lively account, such as activating their debit card or submitting a claim, even though their enrollment is complete, their account is likely missing a requirement. This is typically due to two common account requirements that you can easily help them resolve.
Their primary home address is a P.O. Box
To comply with strict federal banking regulations, Lively restricts money movement for accounts that list a P.O. Box as their primary home address. The employee will not be able to activate or use their debit card, submit manual claims, make personal contributions, use Bill Pay, or access investments. However, you can still make scheduled payroll deposits into their account while they are in this restricted state.
How to help them fix it: Advise the employee to log in to their Lively account and navigate to "Account Settings." They must update their Home Address to a valid physical, residential location and save their changes. Their account restrictions will be lifted immediately.
Note: Let your employees know they can keep their P.O. Box listed as their "Mailing Address" to receive physical cards. The restriction only applies to the designated Home Address.
Their email address is unverified
After their initial signup, Lively sends an automated email asking the employee to verify their email address. While this will not stop their account from finalizing, they must verify their email address to access all features within their Lively dashboard.
How to help them fix it: Ask the employee to check their inbox for the verification email from Lively and click the included link. If they cannot locate the verification email, they can request a new one directly from their Lively dashboard. Once verified, they will gain full access immediately.
Still need help? If an employee has verified their email and updated their address to a physical location, but they still do not have access to all features, please advise them to contact Lively Support directly via our 24/7 chat or secure message so our team can investigate further.
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