Confused as to why an employee has not added to a programme or benefit? There are a few things that may have caused this!
Employee is inactive/was previously inactive:
If an employee is inactive or was previously made inactive, their benefits are deactivated too. If the employee is no longer active but should be, please reactivate their account (Manually or via HRIS, dependant on what you use to add employees to Ben) and reach out to our support team if their benefits need to be reinstated.
Employee opted out by mistake/was opted out by admin by mistake:
To check if this is the case, please review the employees enrolment history. This can be viewed via the admin portal, by following the steps in this article: Viewing an employees benefit enrolment history.
If this is the case, you can opt the employee back in via the admin portal. If their benefits need to be reinstated, please reach out to our support team.
Employee was removed from programme manually:
The employee could have been removed from the programme associated to the benefit manually. (This is usually actioned using the steps in this article: Manually removing/adding employee from a programme).
If an employee is removed from a programme, they are removed from the associated benefits also, which will deactivate them. If this was a mistake, please add the employee back to the programme.
Does the employee match the benefit/programme rules:
You may have rules assigned to a programme or benefit, that dictate which employees are added to it. For example, you may have an allowance that is only given after the employee passes their probation, a benefit given to a specific department of employees etc.
If you notice an employee is not assigned to a programme or benefit, check to make sure they fit the rules assigned to it first. If you are unsure of the rules, reach out to our support team who can remind you.
Has the HRIS/SFTP sync happened yet?
If you use a HRIS or SFTP and you made changes that should now make an employee eligible for a benefit/programme but they are still not showing, please note it can take up to 24 hours for the sync to complete. If after 24 hours they are still not seeing the benefit/allowance, reach out to our support team.