3661141 - Email address not visible in benefits helpful contacts section in the latest enrollment experience

Email address for the user is not displayed in the "Helpful Contacts" section of the Benefits enrollment screen if the contact does not have job information data. 

SAP SuccessFactors Employee Central 2511

1. Navigate to the user profile
2. Access the Benefits section
3. Select any benefit
4. In the "Help and Resources" section, observe that the email address for the contact without job information is not displayed, while the phone number is visible

This is a Known Issue as the system does not show their email address from being displayed in the "Helpful Contacts" section if the phone number and email are not available directly from EC.

As a long-term solution, a code fix, has been implemented to retrieve email and phone details from the "Benefit Contact" object when they are not available directly from Employee Central.

The fix for this issue is planned to be deployed on 1H 2026 release - Preview April 13th 2026 and Production May 15 2026. 

For release timelines, please review SAP SuccessFactors Product Release & Road Map Information.

Workaround

Add job information data to the user so the system can retrieve the email directly from EC.

• SAP SuccessFactors Product Release & Road Map Information
• SAP SuccessFactors Patches Knowledge Base