We use the email address your employer has on file for you, which is almost always your work email. If the address you enter doesn't match what we have, we'll send you a note that looks like this:
"Sorry, we don't recognize the email address you provided"
That message means we couldn't match the address you typed to the information your employer sent us. There are a few common reasons, and most are quick to sort out.
Start with your work email, and make sure it's the one your employer uses for you regularly or has on file. Even a small difference matters, so a company that sends mail to jane.smith@company.com won't recognize jsmith@company.com. A personal email won't work, and neither will a previous work email or a secondary work address. If you're not sure which address your employer has on file, your HR team can confirm it, or email support@nayya.com and we'll check for you.
If you're a new hire, your account may not be ready yet. We receive employee information directly from your employer on a set schedule, so there's sometimes a short wait between your start date and when your account becomes available. You'll get a welcome email from us once everything is set up. If you need access before the welcome email, let your HR team know.
If your company's in Open Enrollment and the window hasn't started yet, you won't be able to get into Nayya. Your HR team can confirm your enrollment dates.
If you're confident you're using the right work email and you're still seeing the message, don't keep guessing. Email support@nayya.com and we'll look into it for you. It helps to include the work email address you're trying to use and your employer's name. We can often confirm what your employer sent us and get you in from there. We're available Monday through Friday, 9:00 am to 5:00 pm ET, or use the chat icon in the bottom-right corner of your screen.
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