If you expected your employer to cover a session but checkout showed the normal price, one of the eligibility checks didn't pass. The app doesn't show an error for this; it simply shows the regular payment list. The most common cause is that your account email doesn't match the email your organisation registered.
Work through these in order
| What you see | Likely cause | What to do |
|---|---|---|
| No "You have benefits" card on Home | Different email, not yet enrolled, or invite not accepted | Log in with the email HR registered. Confirm with HR that you're active. Accept any pending invite |
| No therapists appear | Your plan isn't linked to any therapists yet | Tell HR or contact support. It's a setup gap, not a lack of availability |
| Checkout shows Wallet, My HMO and cards instead of "Pay through [your organisation]" | Allowance used up this cycle, therapy type not covered (for example couples on an individual-only plan), or the therapist isn't in your plan | Try an in-plan therapist or an individual session, wait for your allowance to reset, or pay yourself |
| You were charged but expected coverage | Coverage is decided at checkout, and one of the checks above failed | Contact support with the appointment details |
The email check
Your organisation adds you as a beneficiary by email, and the benefit links to the account with that exact email. A different email means no link and no benefit, with no error message. Ask HR which email they used, then log in with that one. If you need to change the email on your account, see Change your email, phone or name.
Refunds on covered sessions
When a covered session is cancelled or refunded, the money goes back to whoever paid: your organisation's wallet, not your personal wallet.
Still charged
Message support with the appointment details, the email on your account and the email HR has on file for you. In the app, open Settings → Chat with Support. A person replies Mon–Sat, 9am–5pm WAT.
You don't have to untangle this yourself. Send the details and we'll follow up with the people who manage your company's plan.
Related: Book with your employer benefit, Corporate coupons.
Was this guide helpful?
More in Employer, EAP and HMO benefits
Book through your HMO
Tap My HMO at checkout, enter your enrollee ID and reserve at ₦0. We confirm your cover, usually within a day.
2 min readCorporate coupons
Some organisations issue a coupon code for a discount at booking. Here's what makes it work and what to check.
1 min readBook with your employer or EAP benefit
Log in with the email your organisation registered and covered sessions show ₦0 at checkout, no code needed.
2 min readMy HMO isn't listed
Tap My HMO isn't listed at checkout. We contact your HMO, email you next steps, and tell you when it goes live.
2 min read
Didn't answer it?
A person replies Mon–Sat, 9am–5pm WAT. Messages sent outside those hours are answered when the team is back.
In the app
Open Settings, then Chat with Support. Your account details come with the message, so nothing needs repeating.
Get the appOn this website
Start a chat right here. Leave an email and a phone number so the reply reaches you.
Write from the email on your account, with your name and what happened, and the team picks it up in the same queue.
support@mytherapist.ng