Creating or signing in to a Dialogue account is separate from claiming coverage through an organization. Members can create an account with an email address of their choice, even if they have not yet been added to their organization’s eligibility list or their organization has not launched its services.
Check these common causes before escalating:
- Using a different email address to sign in: Members must sign in with the email address they used to create their Dialogue account. This is not necessarily the email address their organization added to the Admin Portal.
- Verification email not received: Ask the member to check the inbox and spam or junk folder for the email address used to create their account. Try resending the verification email.
- Password reset email not received: Ask the member to check the inbox and spam or junk folder for the email address associated with their Dialogue account.
Can sign in, but cannot see their services? This may be a coverage issue rather than a registration or login issue. Confirm that the member has been added to the organization’s eligibility list, that coverage is active, and that their eligibility information matches their account. See the article “Why can’t a member claim coverage?” for more information.
Still stuck? Contact Member Support:
support@dialogue.co - Monday to Friday, 8 a.m. to 6 p.m. ET