HealthEquity Mobile 4+

My current HSA account is closing. My employer informed us that HealthEquity would be our new provider. When I receive my HealthEquity card, I thought all of the funding from my other account would be accessible immediately, it was not.

I do not remember the lovely lady’s name that assisted me when I called, however, she was fantastic, and walked me through the process with dates, holding dates, and when funds would be readily available and in HealthEquity. She also walked me through some of her favorite sites on the HealthEquity app and website. I have notes, but they’re not in front of me so I cannot give her name. I was a little apprehensive because I did enjoy my current providers amenities. It looks like HealthEquity has the same level of service, probably better. They definitely have excellent representatives on the phone. Thank you.

Unfortunately my company uses woke-named “HealthEquity”. The app works in a sense, but leaves way too much to be desired. It’s slow, frequently crashes, difficult to navigate, barely performs the essential functions. Want to submit a claim? Well, the app will replace the provider’s name with your own after submission, corrupting up your claim history. Can you correct it in app or online? Absolutely not. Need to attach a receipt? Better take a photo first because the app forces a square aspect ratio. Once your receipt is attached, time to submit for reimbursement. Wait, the app froze on submission and won’t respond despite waiting? Time to force kill. Want to look at claim history? You have to dig through the menus to find it. While you’re digging through those menus, you’re waiting for the app to respond to your screen taps. Now the app is unresponsive. Time to force kill and start over. Oh, the app submitted the claim twice? Well, time to login online and navigate who different screens, using different lexicon for the same concepts, in order to void the claim.

I’m not sure how any of these basic features were released in this state. Did you even perform functional analysis? Did you perform heuristic analysis of usability?

As a reference, the PayFlex app is very basic, but responsive and functional. Take a look at the competition and learn what makes them successful.

Hello, just wanted to drop a note about my experience over the past few months with this app. I used to absolutely love this because I can quickly access all my remaining bills after insurance and pay my doctors from my HRA, HSA etc. but as of late, the app has not been working. I called in for assistance and was told that there is nobody there that actually manages the app and make sure it is updated and working. I find this very odd and concerning. It took until now for my funds for this fiscal year to finally post but I still am not able to actually use those funds from the app to make payments like I have been able to do for the past two years. This is very frustrating! The same guy that told me no one monitors the app suggested I pay at the time of service! No thank you! I want to see the items and what I owe before I pay, it prevents outstanding balances and overpayments. He then said I could pay online with a computer instead of using the app but the funds will still not process, I get an error message every time I submit with a number to call (that I called) with no resolve. Basically be advised, you may not be able to actually use your money. 😔