If your member is missing Foodsmart Bucks or has an issue retrieving them please confirm they have logged into foodsmart.com using the correct identifier (email or phone).
If the member confirms they have logged in correctly and is still having issues with their Foodsmart Bucks submit a ticket.
Foodsmart Bucks Ticket Information Needed for Profile Issues
Foodsmart Bucks tickets do NOT need to be turned in for the following issues, as the profile ticket will resolve the issue within a day or two:
Verification code issues
Update login method
Update state department
Multiple profiles
Profile issue for family - child on account without parent or in parent’s position. They need to continue to login to each member’s profile until engineering builds out the capability to join family profiles.
If you turn in a Foodsmart Bucks ticket for no access (compliance issue of any kind or if they cannot access their Foodsmart.com account), you will need to fill out the Foodsmart Bucks Ticket with the following information:
Foodsmart Bucks ticket reason: no access
Profile Ticket #
Profile Ticket Reason
Profile Ticket Information for Compliance Issues
If a profile ticket is needed AND the profile team reaches back out to you with the following message:
“Hello, This member's profile is not attached to their insurance and shows as undetermined. I have found another incomplete profile attached to their insurance. I have alerted engineering of the issue. Until it is resolved, no incentives will be given. A member must use a profile that has valid insurance to get incentives. Engineering does not give updates or timelines for resolutions.”
This is the notification of the issue. The Profile Team ONLY notifies the individual that turned in the Profile Ticket.
Please know the following:
1. Definition: The member has a deactivated account, which means that they do not have access to their account. They ONLY cannot login and schedule by themselves. They also do not have access to their incentives if they cannot access their Foodsmart.com account.
2. If the member does not have access to their Foodsmart.com account due to a compliance issue, they also do not have access to their Foodsmart Bucks.
A Foodsmart Bucks ticket will need to be turned in for them to be emailed out to the member.
The individual turning in the ticket and/or RD will be CC’ed on the email.
You can add all the dates of service on ONE ticket.
You will also in the future have to submit a new ticket after every newly completed appointment.
You will need the Profile Ticket # and reason to fill out the Foodsmart Bucks Ticket.
The ONLY time you use the profile ticket areas is for instances that require a Profile Ticket. If you turn in a Foodsmart Bucks ticket for any other reason that does not require a profile ticket, please leave the profile ticket areas blank.
If the Incentive Team notices that a Foodsmart Bucks Ticket was not turned in for a possible compliance issue Profile Ticket, they will reach out to you regarding turning in a Foodsmart Bucks Ticket for the deactivated account that has a possible compliance issue. Please turn in the Foodsmart Bucks Ticket using the link above or listed in the GChat message sent by the Incentive Team.
3. Please do NOT cancel the member’s appointments. They can still have appointments. They can still be scheduled through their dietitian or by the member calling support at 415-800-2311.
Click here to create a ticket.