Troubleshooting Sign-Up Issues

Technical hurdles can be frustrating when you're trying to prioritize your mental health. Most sign-up issues are related to browser settings, data mismatches, or security protocols. Following the steps below should resolve the majority of registration errors.

Missing Benefit or Profile Mismatches

If you encounter an error or are waiting for our team to verify your data, please do not attempt to create a second account. Creating multiple accounts creates complex system errors that will significantly delay your access to care.

If you receive an error stating your "Benefit could not be found" or if the system does not recognize your name or date of birth, it usually means the information you entered does not exactly match the roster (or "census") provided to us by your employer or insurance company.

To resolve this, please contact our Support team right away and have the following details ready:

• Your full legal name (as listed with your employer or insurance)
• Your date of birth
• The exact name of your employer or primary benefit subscriber

Insurance Verification Timelines

If you are validating your eligibility directly through your health insurance plan rather than an employer roster, our team must manually confirm your coverage.

• Timeframe: This verification process can take up to 48 business hours to complete.
• Next Steps: You do not need to resubmit your form or follow up; our support team will reach out to you via email the moment your account is active and ready to use.

Basic Technical Troubleshooting

If your information is correct but you are experiencing spinning screens or technical bugs, try these steps:

1. Confirm If You've Already Signed Up

If the system keeps pushing you toward a "Log In" screen instead of a "Sign Up" screen, you likely already have an account in our system.

• Check your inbox: Search for "Spring Health" to see if you have received a previous invitation or confirmation email.
• Reset your password: If you think you might have an account but don't remember the credentials, click the Forgot Password link on the log-in page.

2. Clear Your Browser's Memory

Sometimes, old data stored in your browser can interfere with the registration process.

• Action: Delete your cookies and cache from your web browser settings and restart the browser.
• Try Incognito: Open a "Private" or "Incognito" window to see if the registration page loads correctly without old cached data.

3. Switch Your Browser or Device

Spring Health is designed to be accessible on any device with internet access. However, for the most stable experience, ensure you are using a secure internet connection and the latest version of one of our recommended web browsers:

• Google Chrome (Highly Recommended)
• Safari
• Mozilla Firefox
• Microsoft Edge

Note for Dependents: If you are accessing this benefit through a family member's plan, please double-check that you have checked the "I am a dependent" box during the initial step of the signup process.