Admin Support

Getting Started: A Guide for Administrators

Welcome to Benepass, Admin!

As an Admin, you'll be able to view and manage your benefits program through the Admin Dashboard.

To help you get started, this guide will direct you to the right places whenever you need support navigating Benepass as a program administrator. 

Have questions about how to use your personal benefits? Check out our Getting Started Guide to learn everything you need to know to take advantage of your benefits.

What is Benepass?

We’re a flexible benefits platform that enables your team and employees to access personalized, meaningful benefits. Our goal is to help you provide your employees with easy access to flexible benefits that really add value.

Admin Help Center

Our Admin Help Center includes lots of helpful articles to help you manage your Benepass program, from reporting to best practices, you can find it all under "Administrators" within our Help Center.


Admin Dashboard Access

You can access the Admin Dashboard,, using your work email.

Useful Resources

In addition to the onboarding emails you will receive during your first week, we highly suggest reviewing each section in our Help Center, which is divided by topics:

  1. Admin Dashboard and Reporting
  2. Roster Management
  3. Employee Experience
  4. Platform Funding

Who can I contact for support?

You have two main points of contact for support from the Benepass team:

  1. Your Customer Success Manager (CSM): it's best to contact your CSM in some of the following situations:
    - Onboarding and implementation questions
    - Program design and benefit changes
    - Team-wide changes or concerns
    - Program feedback

  2.  Admin Support Team ( it's best to contact the Admin Support Team in some of the following situations:
    - Questions about the Admin Dashboard, reports or general usage
    - Updates to benefit design, such as adding new merchants or categories
    - Request contributions (i.e one-off special reward)
    - Employee account creation, benefits enrollment, elections, balances and more

What about employees? In addition to the team resources here to support you as an Admin, your employees also have a dedicated team here to help and support them. If they have any questions, please direct them to the Benepass Support team! We are highly responsive and will be able to help them with any issues directly.

You can find more about the best practices to reach our team here

FAQs for New Admins:

    • An employee reported issues logging in, what can we do?
      For individual employee concerns, we encourage you to direct them to reach out to our Support Team through a ticket request so we can help them troubleshoot directly. However, if you find a broader issue impacting several employees, please contact our Admin Support team to investigate further. 

    • I would like to update our program's eligibility, where should I go?
      The best person to reach in this case is your CSM, who can walk you through the steps of updating your program and provide recommendations tailored to your company.

    • I'm having trouble downloading or understanding reports
      For any questions about Admin Dashboard reports, reach out to our Admin Support team and they will be able to guide you. 

    • We have a new hire, termination, or change to our roster
      If your payroll system is connected to Benepass: new hires and terminations run automatically as we sync with your payroll system. Please note it takes up to 24-48 hours to sync, so no worries if you don't see the update before then. If it's been past that timeframe, kindly contact our Admin Support team. For more information, you can also check out this article

      My payroll system is not connected to Benepass: you will add/remove employees by yourself through the Admin Dashboard. You can find an exhaustive Help Center article/video that walks you through this step by step here

      Rehiring an employee? Please contact our Admin Support team for assistance in reactivating their account. 

    • I'm trying to understand the Platform Funding page
      For any Admin Dashboard related questions, please reach out to the Admin Support team to walk you through it.

    • I am having issues with my personal Benepass account
      If you are experiencing issues with your own user account, please submit a ticket request as a regular user so that we can ensure your request is correctly prioritized.

    • An employee's transaction was declined, who can help?
      Whenever an employee reaches out about issues related to their account, it's always best to direct them to our Support Team! This will ensure someone from our team has eyes on it as soon as possible and we'll be able to assist the employee directly with personalized support. For any expanded issues affecting multiple employees, it's always best to flag to the Admin Support team.

Questions? We are happy to help! Please reach out to the Benepass Admin Support Team by emailing

Was this article helpful?

0 out of 0 found this helpful

Have more questions? Submit a request