Roster Management

Troubleshooting: Missing Employee or Benefit Enrollment

In order for an eligible employee to have an account created or be enrolled in benefits, we must first receive the required and necessary information for that employee. An overview of what fields and formats are required for a Benepass account to be created, and other ways you can investigate and diagnose common questions or issues on your end, are detailed below.

Required fields

Any employee with missing required data, or required data in an invalid format, will not be created or updated in Benepass until the invalid or missing data is fixed.

If an employee is missing or not being enrolled in the correct benefits, first navigate to your HRIS (human resources information system) and locate the employee's profile. Then review the following list of required fields and formats to ensure the data being sent for this employee is valid.

Once you locate the incorrect or missing information for that employee, please make the necessary changes on that employee's profile directly on your HRIS. After a change is made, Benepass will receive and ingest those changes approximately 24-48 hours later.

If everything looks correct for the employee, or if a change was been made 24-48 hours ago and the employee is still not being correctly created or enrolled, please contact your dedicated admin support team for further investigation.

How do I check the current benefit enrollment rules?

To see the current enrollment rules are for your benefits, head to the Admin Dashboard.

Navigate to the Benefits tab located on the left-hand sidebar and click on the benefit for which you wish to view enrollment rules.

From the menu at the top of the benefit, select 'Enrollment' and navigate to the Enrollment section. From here, you'll be able to view what specifications an employee needs to meet in order to be enrolled in that benefit.

If, after confirming the enrollment rules, you notice the employee needs to be updated in your HRIS, please make the correct adjustments directly from the employee's profile on your HRIS. Once the correction is made, our system will then read and ingest the new data for that employee within 24-48 hours.

Other things to keep in mind:

  • Was this employee hired within the last 24 hours?
    • If so, there may be a slight delay! If this employee is still not showing after 72 hours from the hire date, and you've ensured their information is correct, reach out to the admin support team and we'll be happy to take a look!
  • Is this employee is in a new country or office location? 
    • If your team makes a hire or extends benefit eligibility to a new country, please let your Customer Success Manager know! We'll need to ensure the new location aligns with our current benefit and employee creation configurations.

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