Sign Up or Sign In Troubleshooting
If you're having difficulty signing up or signing into Via Benefits, this article provides additional assistance.
If you're having difficulty signing up or signing into Via Benefits, this article provides additional troubleshooting assistance.
For basic instructions, please read Signing Up with Via Benefits or Sign Into Via Benefits.
Use the following information to troubleshoot issues you're having when signing into or signing up with Via Benefits.
Use a Valid URL
Sign up or sign in on my.viabenefits.com or marketplace.viabenefits.com.
Email Troubleshooting
Email Verification
If you're having trouble verifying your email address, make sure you're opening your email in another browser tab and not closing your current window.
When you see a green box with a message that says the email has been sent, please wait for this email to arrive. If you haven't received the email:
Verify you entered the correct email address when you requested the code.
Check your spam or junk mail folders for the message.
See if sender (no-reply@secure.viabenefits.com) has been blocked and unblock it if needed.
Learn how:
Try using a different device or browser.
If the previous tips don't work, request the email be re-sent if it's been longer than 30 minutes.
If you're still having issues, try creating another email account through another email service, like Gmail, and try again.
Once you receive the code, enter it and select Next to submit the code. You may receive some help messaging if anything goes wrong:
If you see a red incorrect code message, it means you're not entering the code correctly (mistyping or missing a number), or you're using the wrong code.
Note: This image highlights the location of the code in the email you're sent.
Email Address Is Already in Use
If you receive the Email Address is already in use message, there is already another Via Benefits Profile associated with that email.
You may have signed up previously. Try signing in. If you don't remember your password, select Forgot your password? to reset it.
Check if there is another household member who may be using the email address.
Additional Security Steps
When you sign up or sign into Via Benefits, you're required to go through a two-step verification process to make sure your online information is secure. After you enter your password, you're asked to confirm your identity by entering a special code sent to your phone or email. We use this process to add an extra layer of protection. Even if someone knows your password, they won't be able to access your Profile without that special code sent to your email or phone, which only you have. Read Additional Security Steps for details.
Texts
If you're having issues getting a text sent to you, follow these tips:
Delete any old verification texts before you start troubleshooting.
Verification codes expire in five minutes. Avoid requesting multiple texts since only the most recent code is valid. You must submit the code on the website by selecting the Next button.
If you see a red Please enter a valid six-digit code. Try again message, it means you're not entering the code correctly (e.g., it isn't six digits, it's expired, it's the wrong code). Be sure to enter the code and not the number it was sent from.
Note: This image highlights the location of the code in the text message you're sent.
Calls
You will receive an automated call. When you pick up the call, you'll hear a recorded message that says to press the pound/hash (#) key on your telephone. You don't need to wait for this prompt to finish to press the pound (#) key.
Within the United States, the call may come from 1-866-539-4191, 1-855-330-8653, or 1-877-668-6536. If you don't receive the call, make sure you're not blocking unknown numbers. If you're using a cell phone, check your message filtering and call blocking settings.
Learn how:
You can't be on the phone with Via Benefits if you're also trying to receive verification calls.
Not Receiving Verification Calls or Texts
If you're having problems with the two-step process to verify your information, try the following tips:
Confirm you have entered your preferred phone number correctly. Until you verify the number successfully, you can go back and change the phone number by selecting Change Number? during text verification or Call Again during call verification.
Switch to a different verification method; you can choose a verification call or text.
If you're using a landline, use another handset and try unplugging and re-plugging the handset dock.
If troubleshooting doesn't solve the issue, you may need to contact your phone service provider to see if the call is being blocked.
Password Troubleshooting
Password Does Not Meet Requirements
If you receive the Password does not meet requirements message, verify your password meets the requirements.
Note: We block passwords that have been compromised. Unsecure and commonly use passwords, such as Password1, are blocked even if you're meeting the requirements. Choose a different password.
Remember My Device
If you select Yes, to remember this device, you won't have to go through the verification process for 30 days. You will still need to enter your email address and password. This policy is only for the specific browser and device you have remembered. You will need to complete the phone verification again, before the 30 days are up, when you clear the browser's cookies, use another device or browser, or open a private/incognito window in your browser.
Clearing Cookies and Cache
It isn't recommended to clear your browser's cookies or cache as a troubleshooting step for signing in or signing up. It resets the process you are on, making it necessary to start over from the sign-in or sign-up page. If things aren't loading correctly or you're getting an error, try a hard reload by pressing the Function key on your keyboard (often listed as fn) and then the F5 key. This empties you cache and reloads it without clearing your cookies.
Supported Browsers
The supported browsers are Google Chrome, Firefox, Safari, Microsoft Edge, and Internet Explorer (version 11).
Links to download the most recent versions:
Chat Technical Support or call us at 1-866-2824 if you're unable to sign in or sign up with Via Benefits using these suggestions.