This article covers the most common errors you may encounter while redeeming your Calm Health sponsorship, what they mean, and how to resolve them.
"Your Eligibility Has Not Been Confirmed"
This error appears at the eligibility screen and means there may be an issue with the details you entered.
Steps to resolve:
- Double-check your eligibility details for any typos, including your name, date of birth, or member ID.
- Make sure you are entering the details exactly as they appear on your insurance member card or invitation email.
- Tap Submit to try again.
If you continue to receive this error, reach out to your HR or benefits administrator, or your health plan provider, to confirm you are eligible for this benefit.
"Unable to Verify Sponsorship"
This error means your eligibility details are already associated with an existing Calm Health account.
Steps to resolve:
- Check your email inbox for a message from Calm Health with details about your existing account, including the login method you originally used to register.
- Return to the Calm Health app or website and log in using the sign-in method shown in that email.
"App Not Available in Your Country or Region"
This error appears when downloading the Calm Health app and means the app may not be available in your country or region. Calm Health is not currently available in all countries.
"We Couldn't Send the SMS. Please Try Again Later"
This error appears during Multi-Factor Authentication (MFA) setup and means there may be an issue with the phone number you entered. Make sure you are entering a valid phone number for your region and try again.