FAQ & Troubleshooting
31 articles
FAQ - Setting Up Your Organization
Hub access, organization details, member management and invite
I can't log in to the Hub
What is a group code?
Why do I need to upload my organization logo?
Are there any other roles besides "Admin" and "Member"?
How many admins can I add for my organization?
How do I bulk invite members?
I can't invite a member who has a personal email address
My employees are not able to receive the email invitation
Can I set the maximum number of counselling/coaching hours per employee to a number that is not available on the Hub?
FAQ - Wellbeing and Usage Analytics
Charts, data, filters, custom fields
The charts are not loading
I want a deeper analysis of the data
I can't find the data that I want
How do I add custom fields?
Why do I see "Unknown" as a custom field value in the charts?
Can I see which members have contributed to the data?
FAQ - Billing and Usage
Payment methods, usage and top up therapy and coaching hours, subscription
What is the preferred payment method?
What happens if the number of seats has exceeded the number purchased?
What happens if the number of therapy and coaching hours has exceeded the number purchased?
How do I buy more seats or more therapy and coaching hours?
I'm on the Pay-As-You-Go (PAYG) plan. When will I receive the invoice for therapy and coaching sessions done in the month?
I want to terminate the subscription
FAQ - Other Hub Features
Masterclasses, marketing collateral
How much does a masterclass cost?
I want to organize a customized masterclass
Are promotional materials for a masterclass provided?
I want a monthly newsletter on events and updates that can be sent to my employees
I can't find relevant resources to share with my employees