An error that employees may sometimes receive when attempting to log into THEbenefitsHUB is that their account is already logged in. As you can see in the image below, this message may appear when the employee has not yet gained entry into the system. The message has been marked in red in the image below for the purposes of this article.

This message may display if the employee simply closed out of THEbenefitsHUB window at the end of their last session and did not log out of their account. When this happens, the system recognizes their account as still being logged in, which will prevent them from signing in again. To ‘kick’ the employee out of the system to allow them re-entry, follow the steps below:

• To begin, click on the Login Statistics link under the Administration Dashboard icon. The link has been marked in red in the image below for the purposes of this article.

• Clicking on this link will bring you to a page with several graphs and visual representations of your login statistics. Scroll down to the section called User Locks. Here, you will be able to see a list of all employees that are currently logged into THEbenefitsHUB, as shown below. Locate the employee that needs to be removed and simply click the red ‘X’ next to their name. A popup will appear asking if you are sure you would like to proceed. Click ‘OK’ and the employee will be able to successfully log back into THEbenefitsHUB.

Note that there may be times when an employee reaches out to you requesting help getting logged back into THEbenefitsHUB, but their name will not appear in the Login Statistics page. This is because when an employee closes their browser without logging out of their account, the system will wait a certain amount of time before automatically refreshing, at which point employees can log back in on their own. As such, if you find that an employee requests login support but they are not listed in the Login Statistics page, chances are they didn’t notify you immediately after being locked out and the system automatically reset them. This means that they can now log in without any work necessary on your end.