From within the Admin portal, you can check why someone isn't eligible for a benefit:
Click on the Benefits tab from the left-hand-side menu
Search for the name of the benefit the employee can't see and click into it
Select the 'Eligibility' tab from the menu
Search for the employee's name
If the employee is not eligible it will show a reason in the dashboard
In this example, the employee's start date is in the future so the employee can't see the benefit.
If you need clarification on what the eligibility rule means, please log a ticket with the Support team!