Physical cards will be sent to members upon enrollment for benefit plans with physical cards or if a member requests a replacement card.
Note on virtual cards
If a benefit plan offers virtual cards, members can request, activate, and access virtual cards from their Health Wallet. Learn more at “Use your virtual card.”
Card activation process
After scanning the card carrier QR code, members will be asked to log in at https://www.eselfserve.com/hwb. After logging in, the member should
Navigate to the Cards tab.
Select Activate on the desired card.
Member resources
Members can learn more from the Help Center article: “Activate your card.”
Troubleshooting card activation issues
Known issue
Members are currently mailed their card upon enrollment, which can arrive before they've claimed their account. This can start a confusing loop: the member arrives at the login page, tries to reset their password, and is redirected to the claim account login page — where they're stuck. To identify this scenario, verify the member’s enrollment start date. We're working to close this gap with a new onboarding process.
If a member has trouble activating their card, follow these steps to resolve the issue:
Verify that the card is not already activated. Review the card's status in the Health Wallet Manager. If the card's status is set to "Active," the member does not need to complete any more steps to use the card.
Verify that the last four digits of the member's card match the card linked to their account. If the numbers do not match, check to see if:
The member was issued a replacement card and
If that replacement card arrived in the mail.
Common member questions about card use
What’s my PIN?
Our benefit cards don't have a PIN. At checkout, if the member is asked to choose between "credit" and "debit," they should choose “credit” — even if their card says “debit.” Choosing debit will prompt members for a PIN they don't have, and the purchase won't go through.
Why was my card declined?
A few common reasons:
The card hasn't been activated yet.
The expense isn't eligible for the benefit. See plan details for what's covered.
Account balance is lower than the purchase amount.
Member selected "debit" at checkout (see the PIN question above).
What’s the difference between virtual and physical cards?
Virtual and physical cards have different numbers, but both pull from the same account balance. The separate numbers exist for security — virtual cards protect physical card details when members shop online.
How do I replace my card?
To replace a lost, stolen, damaged, or compromised card, members should go to the Cards tab, select the overflow menu next to the card, and choose Request a new card.
Member resources
“Manage your cards” is a good resource to share with members on this topic.
When will my card arrive?
Cards typically arrive within 5 to 10 business days.
Card carrier
Here’s what is sent to members when a new physical card is issued.