Physical cards will be sent upon member enrollment into benefit plans with physical cards or if a replacement card is requested.
Member resource
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.”
Physical card activation process through SMS
Here’s how members can activate cards after they receive their card carrier in the mail.
Text keyword
Members will receive benefit cards in a card carrier in the mail, with instructions to text the keyword "Activate" or "Activar" to (844) 204-4244. If members mistype the keyword, they’ll be prompted to enter a valid keyword or call the benefit support team.
Verification with the last four digits
After texting the keyword, members will be asked to provide the last four digits of their benefit card. If the digits correspond to an existing benefit card, it will be activated and ready for use.
Additional verification methods
If the provided four digits do not match a card or match multiple cards, members will be provided with the following additional methods to verify: the last four digits of the social security number and birth year. If the provided information corresponds to an existing account, the benefit card will be activated.
Security
Personal information provided for activation is handled safely and securely.
Customer support
If the member can't successfully complete the verification methods, they'll be prompted to call either their employer (if identified as part of that organization) or the benefit support team.
Physical card activation through Health Wallet
If members can't activate via SMS, they can also activate through Health Wallet by following the steps below.
Navigate to the Cards tab.
Select Activate on the desired 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 benefit card is not already activated. Review the status in Health Wallet Manager. If the status is set to "Active," members do not need to complete any more steps to use the benefit 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 benefit card match the card linked to the member's 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.
“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.