If you can't sign in to Ben, this article covers the most common reasons and what to do about each one. Most sign-in problems come down to the address you're using, the email address on your account, or whether your account is ready yet.
Check you're using the right address and email
Two things cause most sign-in problems:
Use your employer's own Ben web address, not a generic one. On a computer, going to the wrong address can show you the wrong login screen, or sign you back out straight after you log in. In the mobile app, enter your work email and select Continue so the app sends you to the right place. For where to find your login page, see How to log in to Ben.
Use the work email your employer set you up with — the address your invite was sent to. A different address may let you past the login screen and then show an error.
"User does not match employer" or a similar message
If you see a message like "User does not match employer. Check you are using the correct username or sign in URL.", it usually means one of:
You're signing in with a different email from the one your employer registered — try the address your invite was sent to.
You're logging in at the wrong web address for your employer — use your employer's own Ben address.
If you see "Incorrect employer URL", the message names the correct address to use — go there and sign in again.
If you've recently had your email address changed — for example, because your name changed — ask your employer's HR or Benefits team to contact Ben so we have the correct email on file for you.
If neither fixes it, ask your employer's HR or Benefits team to confirm the email address on your account, or contact our support team.
"This email hasn't been invited to Ben yet"
This means you're at the right company's Ben, but there's no account for your email address yet. Ask your employer's HR or Benefits team to invite you. Once they do, you'll get a "👋 Welcome to Ben!" email — see Setting up your Ben account for the next steps.
Your invite link no longer works
Invite links expire after a while for security. If yours no longer works, you don't need to do anything complicated — ask your employer's HR or Benefits team to resend your invite, and use the new link. See Setting up your Ben account for what to expect.
"Employee doesn't exist for this Employer" (mobile app)
In the mobile app, this message under the email field means there's no active account for the email you typed. Check you've entered your work email correctly. If it's right and you still see it, your account may not be active yet — ask your employer's HR or Benefits team to check, or contact our support team.
Access hasn't opened yet
If you see a message that your employer or your account hasn't been launched yet, your access to Ben hasn't been switched on. This is normal before your company's go-live or your start date. Wait until the date your employer gave you, or ask your HR or Benefits team when your access opens.
You sign in with single sign-on (your company login)
If your company uses single sign-on — you're sent to your own company's login, such as Microsoft, Google or Okta — then sign-in problems and password resets are handled by your company's IT team, not by Ben. Contact them if that login isn't working.
If your email has recently changed — for example, because your name changed — sign out of Ben fully and sign back in with your new company login. It should update automatically, but if you have any issues, ask your employer's HR or Benefits team to reach out to Ben.
You recently changed employer
If you've moved to a new employer and can't get into Ben, or you're being shown a previous company's account, contact our support team — this needs to be sorted out on our side.
Still stuck?
If none of the above helps, contact our support team through the chat, or ask your employer's HR or Benefits team.