Overview
Alerts help you identify issues that may impact employee eligibility, benefit funding, payroll deductions, or data synchronization. Review alerts promptly and address them as soon as possible to help ensure employees can continue using their benefits without interruption.
Expected employee data file is overdue
An expected employee data file has not arrived within the normal timeframe. Benepass may be working from older demographic, election, or deduction data until a newer file is received.
Out-of-date roster, election, and/or deduction data can disrupt your employees' experience or allow terminated users to overspend.
Some negative outcomes when information like this becomes out-of-date include:
Terminated employees may continue to be able to spend funds they should no longer have access to.
New employees may not be able to access funds they should be able to access.
Funds deducted from employees' paychecks may not be contributed to their pre-tax benefit balances.
Employee elections may not be properly reflected within Benepass.
Benepass creates an alert in your Alerts tab when we have not received new file(s) from your integration within the expected time frame. The expected time frame can vary based on your specific configuration.
To fix this issue:
If your files are integrated with Benepass:
Troubleshoot with your data team to ensure that files are sent to Benepass on the expected cadence.
If a file send failed, work with your team to send those failed files via your standard, integrated connection.
If you upload files manually:
Upload new file(s) to ensure our records stay up to date.
Related articles:
Integrations:
Manual file uploads:
Platform funding balance is below the recommended level
The available platform funding balance is below the recommended minimum. Additional funds may be needed to avoid interruptions to employee spending or scheduled contributions.
When your platform funding balance gets too low, your employees may experience card declines and/or delayed reimbursement payments.
Please initiate platform funding as soon as possible to ensure employee experience is not impacted. If funding is already on the way, you may ignore this alert.
To address this & prevent similar scenarios for your employees, monitor your Platform Funding balance and respond promptly to low-balance alerts.
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Active employees missing from latest HRIS/payroll data
One or more employees who were previously active are missing from the latest HRIS/payroll data received. Re-add these employees to your data feed to ensure that their eligibility, employment status, and resulting access to the appropriate benefits remain up to date.
This alert notifies you when information in our systems can no longer be found in your files. When records that previously appeared in your files are excluded in future imports, Benepass does not automatically deactivate or modify records based on their absence from a file.
It’s important that the information you send us is historically complete and accurate. Do not delete or remove employee records or elections from your system. Rather, terminated employees should be marked as such with an INACTIVE status and a populated Termination Date. Terminated elections should be marked as Is Active = N, and have their Election End Date populated.
If you delete a user or election instead of setting them to inactive, they will remain active in our system. Missing employee or election records are treated as missing data, not as termination or deactivation instructions.
If you have completely deleted a user or election and cannot revert the changes in your system of record, Benepass will need to fix this manually on our end. Please notify us at [email protected].
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Employee data sync errors increased significantly
The latest employee data sync produced significantly more errors than the previous successful sync. This may indicate a new or growing data quality issue.
Employee data sync errors have increased significantly (error count has increased by 30% or more), indicating a likely data or file feed issue that needs attention. Please download your latest Error Summary via the link in the alert to identify what needs to be resolved.
Learn more about each error type and how to resolve it here.
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Platform funding transfer issue
A platform funding transfer into Benepass failed, was returned, or was canceled. Available platform funding for employee spending or contributions may be affected until this issue is resolved.
Possible types of transfer issues:
Platform funding transfer failed
Automated platform funding transfer failed
Platform funding transfer returned
Platform funding transfer was canceled
Please contact your team responsible for releasing Platform Funding payments to Benepass to ensure that the account is set up properly. Contact your Customer Success Manager if you have any questions.
Duplicate Social Security number detected
Someone attempted to add a Social Security number to a new employee, but it was already associated with an existing employee. The change was not saved, and the existing employee remains associated with that SSN. Review both employee records to confirm the correct identity information before trying again.
In some cases, Benepass uses Social Security numbers as a secondary identifier when matching employee records. This error most commonly occurs when “placeholder” SSNs are used during onboarding (for example, if your onboarding team enters 123-45-6789 as a new hire's SSN before receiving their actual SSN). Please review the relevant employee record in your system of record, and update the SSN accordingly. If this does not fix your issue, contact [email protected].
HSA contribution couldn't be completed
A scheduled HSA contribution couldn't be deposited because the employer's platform funding balance was too low. As a result, the affected employee may receive their HSA funds later than expected.
Work with your account team to ensure the Benepass Platform Funding account is funded properly as soon as possible. Benepass will not fund HSA contributions until there are sufficient funds in your Platform Funding account. Once sufficient funds are available, Benepass will automatically retry the affected HSA contributions. Contact your Customer Success Manager if you have any questions.
HSA contribution reversal couldn't be completed
An HSA contribution reversal couldn't be completed because the employee's HSA did not have enough available funds to reverse the full amount.
Your team may have made changes to employee HSA elections or deductions, which may require Benepass to reverse contributions to the employee. The resolution here is to work directly with your employee to recover any “overspent” funds through your payroll system. Contact your Customer Success Manager if you have any questions.