Additional Credit Requests for Employees

Kara Connect's top priority is ensuring that employees have a safe and secure experience while addressing their mental or physical challenges through the Wellbeing Hub. Employers grant their employees a certain number of credits that can be used to book with the professional of their choice via the Wellbeing Hub. We understand that there may be times when employees have exhausted all their allocated credits and require additional credits for various reasons; employers may request Kara Connect to increase the credit amount for specific employees. Please note that employees can continue using their Wellbeing Hub even after they've used all their credits.

If you are the company key point of contact partnering with Kara Connect, you have the option to process these requests by following the steps outlined below.

If you need further assistance or support, or want to get in touch with us, simply contact us through the Blue Chat Bubble in the bottom right corner of your screen, or fill out this support form.

A member of our team will respond to you as soon as possible.

Process: Requesting Additional Credits

Scenarios in which employers may want to award additional credits to their employees

If an employee is facing challenges or hardships during difficult times and has exhausted their allotted credits, they may not be able to cover the cost of additional sessions. In such cases, the HR Manager has the option to provide extra sponsored credits so the employee can continue benefiting from our wellbeing hub services.

During these instances, Kara Connect is here to back your team up and offer your employee the support they need with extra credits.

Please be aware that there could be supplementary fees involved. Our Customer Success Team will be happy to provide guidance on this matter.

Procedure for Requesting Additional Credits for Employees

The process for requesting additional credits for an employee is straightforward. Please complete the provided form.

After submission, our Customer Success Team will review your request. You can expect a response within 24 hours on working days.

Processing your request

The request will be completed within five business days. The requested additional credits will be added to your employee's Client Dashboard account balance.

These credits will have an expiry date that corresponds with your Credit Term. For example, if your company's credit end date is set for December 31, 2025, your employee can use the newly awarded credits until that date. Once the credit date expires, all credits within your organization will reset for the new annual cycle.

Please be aware

Kara Connect's top priority is ensuring a safe and secure experience for employees. Confidentiality and privacy are vital for your employees' well-being. However, it's important to note that we will need identifiable information, such as the employee's email address or name, to process requests.

Requests for additional credits, should come directly from the Point of Contact between Kara Connect and your organization. In all cases, the HR or Engagement team and the Kara Connect team we will require identifiable information about the employee requesting additional credits. This ensures the request is processed effectively and accurately.

Requesting Additional Credits for Individual Employees

Acknowledgement & Response

Once you submit the request form, our team will acknowledge and respond within less than 24 hours on working days.

Processing the Request

We will process the request and add the requested number of credits to the associated employee email within five working days.

Employee Confirmation

Employees granted additional credits can view the number of available credits in the "My Wellbeing Hub" section of their Client Dashboard.

Closing & record keeping

We will maintain detailed records that include:

The number of additional credits.

The time and date of each request, as well as the user's email and name associated with the request.
The person who placed the request.
The outcome and actions taken in response to the request.

We will also notify you once the request has been processed. It is recommended to inform the relevant employee about the additional credits granted.