My eligibility was not found

During the account sign-up process, you might encounter a message in red text stating the following: “We couldn’t find you. Get Help.” 

• If this should occur, please verify that you are using the first and last names you provided to your employer.  This is usually your full legal name, unless you provided your employer with your nickname (Example: People know you as Sue, but your name is Suzanne, etc.). If needed, please verify this information with your employer as well. 
• Please ensure the work email address is the one used for the primary member.  For example: Mary Smith works at ABC company, which has partnered with Crossover, and Mary is trying to sign-up for a Crossover account.  In doing so, Mary would enter her ABC company email address as verification.  If Mary's spouse or dependents needed to create an account, they would also use Mary's work email address.  This allows Crossover to verify that all applicable family members have access to Crossover care service.

If you still are not able to complete this step, please select "Get Help?" (located in bottom right corner of the window) and please send us an email.  Please include your full legal name, date of birth, the work email address of the primary member (such as Mary above) and Mary's employer.  

Once you’ve verified the name you provided your employer, return to the sign-up page to register.