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 option on the plan year screen. When we ask what plan year you're enrolling in, you choose between two options. One is for new hires and Qualifying Life Events (QLEs), and it uses your current plan year benefits. The other is for Open Enrollment, and it uses next plan year's benefits. Your choice needs to match why you're using Nayya 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. Choosing an option that doesn't match your employer's current enrollment period can cause this error. To fix it, restart the survey and choose the correct option on the plan year screen.
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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