Members may be able to create and sign in to their Dialogue account without being able to claim coverage through their organization. Claiming coverage links their account to the eligibility information provided by their organization so they can access the services included in their coverage.
Check these common causes before escalating:
- Not yet added to the organization’s eligibility list: Check the Active tab in the Admin Portal and confirm that the member appears there.
- Eligibility information does not match: When a member first creates an account, Dialogue attempts to match it to their eligibility information. If the organization provides dates of birth, the match uses the member’s first name, last name, and date of birth. Confirm that these details match the organization’s eligibility record.
- The organization does not provide dates of birth: In this case, the match uses the member’s first name, last name, and professional email address. Confirm that the information provided by the organization is correct. If the member created their account with a different email address and cannot claim coverage, contact Member Support for assistance.
- Coverage is not yet active: If the coverage activation date is in the future or the organization has not launched its services, the member can still create and sign in to an account, but their organization’s services will not yet be available.
A professional email address is not required to create an account. When the organization provides dates of birth, eligibility matching uses first name, last name, and date of birth, rather than a professional email address. Members can register using an email address they can reliably access for verification, password resets, and sign-in codes.
Still stuck? Contact Member Support:
support@dialogue.co - Monday to Friday, 8 a.m. to 6 p.m. ET