Member Invite Error Messages
Member Not Found
What the error means: This either means you have input an incorrect MemberID or the Member is not currently included in the eligibility data we received from your organization.
How to address: Please contact your internal team for an update as to when the member will be sent to Wellframe.
Please Note: It can take up to 24hrs for a member’s eligibility to update once it’s been sent to Wellframe.
Member ID is Already in Use
What the error means: This error means that the member already exists in Wellframe.
How to address: You can use the search functionality, at the top of the screen, to locate the member. You can search by name, email, phone, Member ID or access code. Once you locate the member, if they are marked as “done”, you will need to re-enroll them.
The access code has reached its maximum number of uses.
What the error means: This is a product configuration issue. The access code has reached its limit, and the limit will need to be increased in the configuration.
How to address: Please contact help@wellframe.com
Phone Number is Invalid
What the error means: Members must have a valid US phone number (cell phone or landline). Non-US phone numbers are not supported.
How to address: Confirm the member is using a valid US phone number
Email has already been taken
What the error means: This error message means that the email you are trying to use is already being used by another Wellframe member profile.
How to address: Search for the email and follow the steps below to determine the correct course of action.
The new profile is intended to be for the same member as the existing profile (not a caregiver).
You should instruct the member to resume using the existing profile.
What if the member is marked as done?
If they are marked as done, they will need to be re-enrolled.
What if the member does not remember their password?
If the member does not remember their password they can re-set the password by clicking on the “Forgot Password” link on the app log in screen.
You can send also send them the “Forgot Password” link from their member profile. See steps below:
The new profile is for the member but the existing profile is a “caregiver” profile
No – Then you can navigate to the previous profile and add an “x” to the end of the email. That will free up the member’s email to be used again.
Yes – If the member needs to retain both profiles, then they will need to create a second email to be used on the new profile.
What if I can’t locate the member?
You may not be able to locate the member in the dashboard due to member population restrictions configured in the system.
How to address: In this case, please reach out to your supervisor to edit the email address on your behalf. Wellframe support is prohibited from editing member Information.
NOTE: Rarely, you can encounter the issue where the member has a Wellframe account from a previous provider. If you have confirmed that is the case, please reach out to help@wellframe.com