BHG BETTER CONNECT
Onboarding Guide Communication App Setup
• General channel messages: respond within 1 business day • Set an out-of-office status when unavailable for extended periods
SECTION 6 | Troubleshooting & Support
Common Issues & Solutions
Issue
Resolution
Cannot log in
Verify your BHG email and password are correct. Try resetting your password via the SSO portal at portal.bhgfinancial.com. If the issue persists, contact the IT Help Desk. Check notification permissions in your device settings. Go to Settings > Apps > BHG Better Connect > Notifications and ensure they are enabled. Force close the app and reopen it. If the issue continues, uninstall and reinstall the app. Check that your device OS meets minimum requirements. Use the Search function and try their full name or email. They may not have completed their profile setup yet. Contact your manager for assistance.
Not receiving notifications
App crashes on launch
Cannot find a colleague
Messages not loading
Check your internet connection. Try switching between Wi-Fi and mobile data. Restart the app if messages remain unavailable.
Cannot join a channel
Some channels are private and require an invite. Contact the Channel Admin or your manager to be added to restricted spaces. Ensure the app has permission to access your microphone and camera in device settings. Close other apps that may be using these resources.
Audio/video call issues
Contact Support
IT Help Desk
Quick Self-Service Resources
📧 helpdesk@bhgfinancial.com 📞 1-800-BHG-HELP (1-800-244-4357) 🕐 Mon – Fri, 7:00 AM – 7:00 PM ET
🌐 BHG Intranet Help Center 📱 App FAQ: connect.bhgfinancial.com/faq 💬 #it-support channel in Better Connect
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