If you're seeing the message "We had an issue figuring out which benefits you're eligible for," or "benefits loading error" we want to help you get past it quickly. There are a few common reasons this happens, and most of them are easy to fix.
You may have selected the wrong plan year. When the survey asks which plan year you're enrolling in, select the year your employer's Open Enrollment applies to, not the year that's currently ending. If you're not sure which year that is, check with your employer or HR team. To fix this, restart the survey and select the correct year on the first screen.
You may have selected the wrong reason for enrollment. On the first screen, you're asked why you're accessing Nayya: New Hire, Qualifying Life Event (QLE), or Open Enrollment. This needs to match why you're actually here right now. Most employers hold Open Enrollment in the fall, but this varies, so confirm your employer's specific window with them if you're not sure. If your employer is currently in Open Enrollment and you selected New Hire or QLE instead, that will cause this error. Restart the survey and select Open Enrollment instead.
If you're a new hire, your employer's HR team may still be completing setup on their end. If this is the case, there's nothing you need to do right now. You should receive a notification from Nayya when your account is ready.
Still seeing the error? Email support@nayya.com. Please include your work email address, your employer's name, and a screenshot of the error if you can. We're available Monday through Friday, 9:00 am to 5:00 pm ET.
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