Introduction
HealthEquity is making updates and improvements to our policies, platforms, and technology to better support clients and members.
Below you’ll find a summary of what’s new, what’s coming, and what you may have missed.
🚀 Recently released
Improved first-time login and passkey experience
HealthEquity has introduced a simplified first-time login and passkey registration process on the HealthEquity and EZ Receipts web portals.¹ Visit the Client Hub to learn more and download digital flyer and signage resources.
What to expect:
Less steps for account setup and passkey registration.
Simplified identity verification beginning with a phone number.
Passkey login using Face ID, fingerprint, or PIN, without the need for a username or password.
Initial availability on the web, with mobile app availability planned for future phases.
Security Alerts
HealthEquity has introduced Security Alerts to help protect accountholders during high-risk account activities.² SMS text and in-app notifications are additional layers of identification asking accountholders to confirm key actions before funds move.
What to expect:
SMS text and in-app alerts asking accountholders to confirm high-risk account actions.
Confirmation requests for adding a new bank account for disbursements or contributions, transferring an HSA, or closing an HSA.
Added protection alongside existing safeguards, including identity verification, bank account verification, and secure login.
No action is required by employers, brokers, or partners. Security Alerts help protect healthcare funds from unauthorized activity while providing added peace of mind for accountholders.²
Updated Commuter communications for New York City participants
HealthEquity has introduced updated Commuter communications for New York City participants using local transit terminology and market-specific savings examples.
What to expect:
New York City-specific participant communications.
Local transit terminology.
Market-specific commuter savings examples.
File Insights
The beta version of our File Insights tool is now live. Clients can get visibility into integrated eligibility file activity, including file receipt, processing status, errors, and advisories.
What to expect:
Visibility into integrated eligibility file activity and processing outcomes.
Access to file errors and advisories in a centralized experience.
Improved support for troubleshooting and issue identification related to file processing.
Marketplace adds Kids & Family and new Fitness & Recovery options
HealthEquity’s marketplace adds Kids & Family, a new category that gives members ways to fund products and services supporting young children and their caregivers, along with additional options in Fitness & Recovery.³
What to expect:
Kids & Family: 24/7 on-demand pediatric telehealth with an at-home medical kit, care plans, prescriptions when appropriate, and school notes.
Fitness & Recovery: Connected at-home fitness equipment and fitness subscriptions with trainer-led, personalized workouts, building on existing muscle recovery tools.
📅 Upcoming changes
Reimbursement account welcome communications
Reimbursement account welcome communications will transition from printed letters to email for members with a valid email address on file. Members without a valid email address will continue to receive a printed welcome letter.
What to expect:
The email will include account enrollment information, guidance for getting started, information about the HealthEquity app, and available support resources.
Members will be directed to the member portal for personalized plan details.
No action is required from clients or members.
Multi-factor authentication for client, broker, and partner portals
HealthEquity will introduce multi-factor authentication (MFA) for users accessing client, broker, and partner portals. Users will enter a one-time passcode (OTP) after their password each time they log in, adding another layer of account protection.
What to expect:
A new MFA screen at login requesting an OTP after the user enters their password.
The OTP will be sent to the corporate email address on record. If the email address on record is personal, the OTP will be sent to the mobile phone number on record.
Accounts will be locked for 5 minutes after three failed email and three failed phone attempts.
To update the email address or mobile phone number on record, contact your company administrator.
COBRA and Direct Bill paperless invoices
Eligible COBRA and Direct Bill members will be able to opt in to paperless invoices through the member portal. Members who enroll will be able to access monthly invoices electronically and receive email notifications when new invoices are available.
What to expect:
Optional enrollment in paperless invoice delivery through the member portal.
Email notifications when a new monthly invoice is available.
Online access to monthly invoices and payments through the member portal.
Members will be able to update their delivery preference and return to mailed invoices at any time.
HealthEquity Visa® Digital Card
HealthEquity will introduce the HealthEquity Visa® Digital Card, providing eligible members with a secure digital payment option for accessing their HSA, Flexible Spending Account (FSA), Health Reimbursement Arrangement (HRA), and Commuter funds. Members will be able to add the digital card to a digital wallet through the member portal for tap-to-pay purchases.
What to expect:
A digital card with the same card number as the physical card.
Access to eligible HSA, FSA, HRA, and Commuter funds through a digital wallet.
Card payment capabilities when the physical card is unavailable.
The physical card will continue to work as expected.
AI-Voice Reimbursements
AI-teammate support in Voice (IVR) for Reimbursements extends World Class Service into digital support by helping members access information about reimbursement submissions, status, and payment type through a secure, connected voice experience.⁴
What to expect:
Support for reimbursement-related questions through AI-powered voice.
Visibility into reimbursement status and payment type, including direct deposit or check.
Reimbursement activity support, including approved claim denial explanations and applicable next-step guidance.
Connection to Member Services when additional assistance is needed.
Marketplace to expand health and wellness options
HealthEquity’s marketplace will expand options in Heart Health, Weight Loss, Women’s Health, and Sleep Health.³
What to expect:
Heart Health and Weight Loss: Connected blood pressure monitors and smart scales that track weight and body composition, with app-connected readings to help members follow trends over time.
Women’s Health: At-home intimate health testing with clinician-reviewed results, personalized guidance, and prescription treatment when appropriate.
Sleep Health: At-home sleep testing with clinician-guided care.
📢 In case you missed it
Automated client onboarding
HealthEquity continues to enhance the World Class Service experience through updates that provide greater visibility, guidance, and connection across key benefits administration activities. Automated client onboarding helps clients understand onboarding requirements, navigate key activities, and track implementation milestones through the onboarding process.
What to expect:
Proactive guidance that helps clients understand onboarding requirements and next steps.
Greater visibility into setup activities and implementation progress.
A more connected onboarding experience that supports onboarding readiness and implementation handoffs.
AI-Chat Reimbursements
AI-teammate support in Chat for Reimbursements extends World Class Service into digital support by helping members access information about reimbursement submissions, status, and payment type through a secure, connected chat experience.⁴
What to expect:
Support for reimbursement-related questions through AI-powered chat.
Visibility into reimbursement status and payment type.
A self-service experience that helps members manage reimbursement activity through chat.
Expedited Claims enhancements
HealthEquity continues to improve the reimbursement experience with enhancements designed to support claim submission and documentation uploads for members. These updates support the World Class Service experience across reimbursement activities.
What to expect:
A simplified submission flow that guides members through a unified reimbursement experience.
Automatic extraction of claim details from uploaded receipts, with manual entry available when needed.
Support for multi-page and multi-receipt documentation uploads across web and mobile channels.
Continued claim submission within the same experience when additional information is needed, without requiring documents to be uploaded again.
Marketplace expands into Sleep Health
HealthEquity’s marketplace includes Sleep Health, a new category that gives members a way to put their HSA or FSA dollars toward better sleep, from everyday optimization tools to at-home testing and clinician-guided treatment.³
What to expect:
Sleep-audio wearable options through HealthEquity’s marketplace.
At-home sleep testing options for eligible members.
Clinician-guided treatment options available following diagnosis, when appropriate.
We’ll continue sharing timely product and service updates each month so you can stay informed and prepared. Thank you for partnering with HealthEquity as we work to create simpler, more secure experiences for everyone we serve.
Disclaimers:
Passkeys are a safe, secure, quick way to access your benefit account with HealthEquity. HealthEquity offers multiple authentication options to ensure accessibility. HealthEquity Digital Accessibility Statement.
Security Alerts are provided for informational purposes and do not guarantee prevention of unauthorized activity.
Not all products or services are eligible for HSA/FSA reimbursement. Eligibility is subject to applicable IRS requirements and plan terms. Letter of Medical Necessity requirements may apply and are included in the member experience when applicable.
AI-powered features are intended to assist with routine account, card, and claims interactions. Responses may not always be accurate or up to date.