Helping an Employee Who Never Got Their Invite or Can't Log In
For agents: Two different problems — missing invite vs. can’t log in — need different fixes.
They never received an invite email
Have the employer Admin check:
- Email on the employee roster — typos are the #1 cause. Correct the address and resend.
- Spam / junk — ask the employee to search for StretchDollar.
- Resend invite from the Company Portal Employees tools (Admin can resend a sign-in / invite email).
- Employer billing/onboarding gates — if company setup/billing isn’t complete, invites can be blocked. Confirm the employer has finished required setup steps.
Still nothing after a confirmed-correct email + resend? Escalate to support@stretchdollar.com — the address may need a release/re-invite on StretchDollar’s side (for example, email already used on another account).
They have an account but can’t log in
This is usually password-related, not a missing invite:
- Go to the Benefits Portal sign-in page: dashboard.stretchdollar.com/signin
- Click Forgot password
- Enter their work email on file and follow the reset link
Still stuck? Loop in support with the employee email and employer name.
Note: Employees generally need an employer invitation before self-serve signup works. “I went to the website and couldn’t create an account” often means they weren’t invited yet.