Card activation through SMS
Members will receive their cards in the mail, accompanied by cardholder instructions to text "Activate" or "Activar" to (844) 204-4244. In response, the cardholder* will receive prompts asking for unique info to match them to their account and activate their card. Personal information transmitted to our system and partners through this option is handled safely and securely.
Cardholders who fail to correctly enter "Activate" or "Activar" (spelling is hard!) will be prompted again to enter a valid keyword or call the benefit support team.
Based on their responses, members will be asked the following.
Successful activation
After texting the keyword, the cardholder will be asked to provide the last four digits of their card. If the given digits correspond to an existing card, the member's card will be activated and ready for use.
Additional verification methods
If the provided four digits do not match a card or match multiple cards, the member will be provided additional verification methods. They are as follows:
SSN: Member will be prompted to enter the last four digits of their SSN.
Birth year: The member will be prompted to enter their birth year.
If the member provides information that corresponds to an existing account, the member's card will be activated and ready for use.
Customer support
If all verification methods have been completed and the member does not have a 100% positive match, the member will be either prompted to call their employer (if they've been identified as a part of that organization) or the benefit support team.
Card activation through the Health Wallet
If the member is unable to activate via SMS, another option is for them to activate via their Health Wallet. Members have access to their Health Wallet via your member portal. Once members are in their Health Wallet view, they can follow the steps below.
Navigate to the Cards page.
Select Activate on the desired card.
Create a PIN to secure the card.
Troubleshooting
If your member has trouble activating their card, please follow these steps to see if it resolves 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.
Note: Members who attempt to activate an activated card via SMS will be directed to contact support. That might be why they're contacting you!
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.