HealthEquity Mobile Negative Reviews

HealthEquity Mobile App Complaints & User Negative Comments 2024

HealthEquity Mobile app received 39 complaints, negative comments and reviews by users. Have you ever had a bad experience using HealthEquity Mobile? Can you share your negative thoughts about healthequity mobile?

HealthEquity Mobile for Negative User Reviews

✓ Incredibly frustratingI cannot express enough hope much I dread this app. Receipts must be attached to every transaction (which is ridiculous when the card emails me every time my insurance is used, whether the card was used or not... you would think they could just match things up), but that’s fine. Except that every time I tap “attach document” the app closes itself out and I have to log back in and try again. I have about six transactions I need to attach receipts to today, and I’ve logged in 7 times and only been able to attach one. I guess since they have all the power in the relationship—because if we don’t attach the receipts, they’ll just shut out cards down, and since our company chooses the FSA host so we cannot just change to a better one—they don’t feel any incentive to improve this for us. Seriously frustrating..Cnp8119Version: 5.1.5

✓ Super buggy AppThe app randomly saves providers I have entered previously and then when I save them for a second or third time the app doesn’t save the provider so I constantly have to add the providers each time I’m looking to do a reimbursement. Secondly I just ran into an issue creating an expense and then seeking reimbursement. The error said I had to have a value over “0”, when I clearly had 114 as the value to be reimbursed. I then tried to save the expense to see if I could come back later but it didn’t even save the expense. Absolutely waste of an app in my opinion. I’ve worked for small start up tech companies who have produced more stable apps than this..ThesmooglerVersion: 5.2.3

✓ Terrible appI’ve been with HealthEquity for over a year now and their app is the worst. It is always so slow to load and it constantly crashes when doing a simple upload of a receipt or attaching a receipt to a card transaction. I really wish they would have an update that actually addresses these issues. An incredibly frustrating experience to say the least. I will probably transition to uploading receipts via a browser than the app moving forward. Unfortunate that the app is for convenience, yet it can’t perform the simple tasks it’s meant to do..Maiseeyang2015Version: 5.3.0

✓ App is entry level basic and needs serious work.Considering how important the information entered into HealthEquity accounts are, this app needs serious work, especially with uploading documents. It will assign notes for docs onto other documents with no way to change. The app shuts down when you try to open an uploaded document. Other than that it’s okay. This application should be stepped up to banking institution level..The Anthony DVersion: 5.2.3

✓ Going downhill!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. 😔.Ms.PippyVersion: 5.1.18

✓ Way too complicatedThe new app looks nice but regular expense tasks are buried. New expenses don’t show up in the app on the same day as the expense happens, so you cannot attach the receipt immediately. If you simply save the receipt in the app to attach it later there is no way to review it large enough to see the numbers outside of a useless thumbnail. The previous service my employer used had it right. As soon as an expense happened it appeared in the app moments later. I could simply take a picture of the receipt right from the main page of the app and file the physical paperwork when I got home. Easy, painless and straightforward. I had to hunt to do this on the latest version of the app..Chops847Version: 5.0.0

✓ Do they have a QA group?I am an actual user (not a competitor as another review claims), and this is by far the most incompetently designed and executed app I have ever seen. I submit a claim or two every month, and every time I try to use this app first in hopes they’ve finally fixed it. Yet every month, it’s broken in completely new and “interesting” ways that force me back to the web site yet again. It is obvious nobody at HealthEquity has ever actually used their app and there is no QA being done; they just dump it on the users (trapped by their employer’s choice, which makes the competitor comment bizarre) and let them report what doesn’t work. And for every bug they do eventually fix, they break three more things. Use the web site instead, and from a desktop since it doesn’t work on a tablet/phone any better than the app does. Its workflow is almost as nonsensical, but at least you can actually get things done after a banging your head against the wall enough times..StephenTX214Version: 5.0.0

✓ Terrible.Health equity is worse than ever. Frequent requires proof of charges despite saying “health system” on charge. In the past they never required this for obvious healthcare related charges. On top of that they nickel and dime you. Im slowly watching my HIA fund go to 0 as they charge a $5 a month account fee. This publicly traded company is no better than the big banks. Update. Cant say enough about how terrible health equity is. They are requiring additional documentation for every transaction. Such a hassle. Even when the charge has hospital in the name. Not even worth putting money into to FSA, having to deal with these simpletons..ZcalanderbouVersion: 5.1.7

✓ Just not goodI do not understand how this app is rated so highly. Simple things like capturing receipts and submitting claims just don’t work. Simple workflows are convoluted and buttons look like simple labels. Whomever designs this app either hates their customers or just doesn’t understand good UX design. All of this is applicable if you can even get the app to work. Submitting expenses causes freezes. Eventually it starts to ask you if you want to remain active and even if you say yes it keeps popping up asking. Eventually it logs you out and you lose everything. I haven’t been able to submit one reimbursement via the app. Please spend sometime testing this thing before you push it out for people to use. Folks funds are locked behind this garbage. Do better..Sefo[w]Version: 5.1.15

✓ Clunky and confusingLike others, I have issues with lists only auto-populating occasionally, leaving me to re-enter provider information for nearly every expense. I also find the app confusing to use. I’ll request a reimbursement, see that the available account balance has been decreased by the amount of the reimbursement request, see that the reimbursement shows as paid under the expense list, see that the reimbursement does NOT appear in the list of completed transactions or pending transactions, and see that if I go to “View Details” for a supposedly- paid claim there are still three active buttons for that expense: “reimburse me”, “pay”, and “mark as closed.” So I never quite know if I’ve entered the information correctly until the money actually shows up in my bank account..Dkapenxusnalcornxox aheicpxnVersion: 5.2.2

✓ App works for 5 minutes at a time…..at mostUtter garbage experience. force quits all the time. when requesting reimbursements or uploading documents, anytime you navigate away from the app to retrieve files or lookup details to enter into the app, when you return to the app you have to login all over again, and IT DOESNT SAVE YOUR PLACE. also, the app doesn’t recognize the saved bank account details on your account, so it asks you to setup a new recipient account every time you try to submit a reimbursement request. in the end, you waste a half hour or more, and get absolutely nowhere. this app is a great concept. the execution, however, is trash..Buppy mcfooVersion: 5.2.6

✓ Needs an overhaulUnfortunately 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..YouKnowItIKnowItVersion: 5.1.7

✓ QA A/B testing...I think notStephanTX214 said it best, I couldn’t phrase it better myself considering his review and his comments on another 5-star review (HOW IN THE WORLD, btw). The old app was an absolute crapshoot but it kinda worked and was MUCH more streamlined than this new version. The providers storage/logging/database (idk what to call it cause it never worked) has never and still does not store information on previous providers that would make it much easier to submit claims. Most folks see the same care providers...I, for one, LOVE entering the same information over and over again for each claim. I can’t even begin to describe how much of a step backwards the new app is... 1) Cluttered UI 2) Terrible user journey to submit a claim 3) Terrible user experience 4) What’s a pop-out? (Sarcasm) This is the most outdated component I’ve seen. 5) Throw all the information you can at me, in tiny font. Yes, it’s productive for me to look at. I get lost in the sauce of my HSA every time I open this app. It oozes with creativity, and practicality. The streamlined nature of it is truly remarkable. Do you guys do ANY SAT/QA/A-B testing? Surely, NO ONE would’ve chosen this new layout over the old. Jeez o man this is a shameful development shop..MBRO95Version: 5.1.0

✓ PainfulThis is the SLOWEST and BUGGIEST app I have. It is painful for me to use. I usually have to try 3-4 times to get a reimbursement request submitted because it will freeze or crash that often during use. I’ve had it for years and it has only had mild improvements during that time. If it wasn’t chosen for me by my employer, I would delete it in a heartbeat. The pop up menu takes 10+ seconds to load each time, if it even does. The list of Providers only loads half the time. It crashes after submission the other half. There’s little to no information about the status of a claim or when it will actually be reimbursed. It has a generally good concept behind it, but the execution is terrible. Submitting a claim should take me only about a minute, but it usually takes at least 10 with all the bugs. Each selection will often freeze, have no options to choose from, or cause the app to crash completely..KaylaIngVersion: 5.1.15

✓ Garbage appThis app is terrible. How does a person upload documents almost a year ago that payments get processed and now you say those documents are no longer sufficient? Now I need to include an itemized bill for approval or you need to pay us back? Why am I the only person on the account for services when I have dependents under the dental portion of my insurance? Why are the documents I uploaded all of the sudden blurry? Why can’t I attach documents to past payments- it says filter and nothing shows up? If this is the company that you employer uses, do your self a HUGE favor and stay in control of your own money by putting it away in your own bank or another company you can choose and investigate. After all it is YOUR money and it shouldn’t be this hard to JUSTIFY your payments on medical expenses!! Just garbage!.~CC~ in WIVersion: 5.0.2

✓ Incorrect Available to Spend AmountI tried to pay my dentist bill after my procedure but it was declined. The app said there were insufficient funds. But according to the ‘Available to spend’ amount there was sufficient funds. When I got home I logged into the HealthEquity website. The ‘Available to spend’ amount was $50 less than what the app was showing. I opened the app again and it was still showing $50 more than the website. If the app can’t show me the correct amount it’s useless..SkyebekaVersion: 5.2.2

✓ Buggy and clunkyLog in submit reimbursement sometimes it shows up. Some times it doesn’t. Sometimes you get a keyboard sometimes you don’t. Sometimes you submit something three times before it shows up and it shows up twice. I went through hassle of adding provider with lots of info so I don’t have to add it every time but it doesn’t show up later. Instead one of my kids names shows up instead. Which I suppose makes sense (in a weird badly programmed way) because when I entered my kids they didn’t show up until I restarted app, then they showed up fine. All the time stuff doesn’t fit on the screen so you’re scrolling for basic buttons. Checkboxes don’t look like checkboxes so you end up missing stupid things you have to check every time “yes send the 5th thing I’m getting a reimbursement for to my checking account, just like the prior four.” Stupid “I agree” checkboxes all over the place that don’t look like checkboxes. Desktop is much easier. Still has some stupid stuff but at least it seems tested and like the people who designed it have actually used a desktop computer..Jason MarkVersion: 5.2.6

✓ Confusing to ManageFunctionally, I love using health equity for the investment side of my HSA. For what it’s actually supposed to be used for, (health payments) I find it to be extremely confusing and buggy. It’s not clear how expenses, documentation, claims, payments, and reimbursement actually work together. I’m scared that I won’t have documented a payment/reimbursement correctly and that I’ll face issues with the IRS down the road because of this. The receipt capture part of the app is also not very helpful. When taking pictures of receipts, it ends up trying to crop them in a “square” format that cuts out a significant part of the original image. When have you ever seen a square receipt??? I certainly haven’t ever seen one..Dolphin2450Version: 5.1.5

✓ Average app w/ annoying bugI’ve been using this app for about 10 months since my company started using HealthEquity. It serves it’s purpose but is generally slow to load data and a bit limited. But the one thing that constantly annoys me is that on the Accounts dashboard when viewing my HSA investment account, it always shows “Return YTD: +0.00%” and even when I open the account details, it only shows a dollar amount increase but still “YTD 0”. Fairly useless in seeing how the how the account is doing.AbobwhiteVersion: 5.3.0

✓ Worst app everHere’s some constructive criticism for you. Make it simple. Most people use this app to get reimbursed. Have a button that says GET REIMBURSED. Then the user can enter the information and attach documents. The way it is now, I have to enter an expense. Then I have to request to be reimbursed for that expense. Why else would I enter the expense? Too many steps for something that should be easy. The app just doesn’t flow. In fact it seems like they make you wade through all of these steps in hopes that you don’t do one, then when the year is over, they get to keep your money..GEYEzerVersion: 5.2.3

✓ What happened?I used to like this app, but their redesign is so so so awful. Seriously, please fix it. I actively dread having to open the app now. Not only is it insanely slow, but the whole expenses section is incredibly confusing, and you have to jump through a bunch of hoops to view your card transactions, which is all I’m trying to do 90% of the time when I login to the app. Really, is there a single human out there who logs into the app to view each individual stock trade in their HSA investment account more often than their card transactions? Next time try taking to actual users..JnezzyVersion: 5.2.6

✓ Where can I go downgrade?Sure the app is prettier, but that is far less important than functionality. This version continues to list unpaid but pending bills as “new unpaid” until i close the app and log in again to fetch data. The payment page also auto-scrolls back up when I click the accept terms check box, then I must scroll down again to remit payment. Finally, maybe you see it as a safety feature, but forcing me to type in the payment amount is just asking for a typo. Give me the option to select full amount like my credit card company payment screens do. Fix this now or start paying customers to be your UX testing team. Horrible customer experience!!!.EmarlinVersion: 5.0.2

✓ STILL SLOW & $0 in my account WRONG!!!!!HORRIBLE!!!! WASTE OF MY TIME!!! I just updated to the most current version of the app today. How are your developers able to make the app WORSE than it was BEFORE?! I’ve sent feedback here, through HealthEquity website, on the phone and via email, to please fix the app, it’s been almost 5 years!!! Why can’t you just make the app work? It’s slow, it crashes, and now it tells me my login credentials are wrong (same I use on the website and it works there!), and if I’m even able to login to the app, I try to submit reimbursement, it won’t let me bc it says I have $0 in my FSA for 2024. What?! You have to be kidding me!! This app is and always has been complete GARBAGE!! Your developers have no idea what they’re doing. Hire real developers that can fix this app for goodness sakes!.ThisNicknameIsTakenMehVersion: 5.3.1

✓ Worst app I’ve experienced in yearsHealth Equity is used by my employer so I’m stuck with them unless I chose not to renew my HSA contributions next year. Which is very likely at this point. Beyond the fact that it took them nearly a year to tell me a particular transaction wasn’t approved because my policy start date was almost 2 months after I started my job, and the transaction occurred 4 days too early, leaving me with no option other than to reimburse them and lose the money because it’s now too late to pay anything from 2022 (everything else has been paid already)…. This app is horrible. It’s not easy to navigate. It seems like it should be fairly straightforward and intuitive. But on the off chance you can find what you’re looking for or get any of the functionality to open when you click on it, when you try to upload or attach documentation you’ll be met with frequent error messages and pages of blank information. The website through any browser is just as bad. This is by far the worst app I’ve used or had the experience of using for as long as I can recall. Makes you wonder what the motivation is behind not improving it..NeedABudgetNowVersion: 5.2.6

✓ Slower notifications and approvalsPrior to the last update, I would get notified the second anyone in my family used a card to access money. Now it can take up to a week. And our use of the card just sits in the list with parentheses around it this whole time, getting rearranged as the week goes by. I realize this may be more of a system issue than an app issue, but when I saw that the most recent update was 2 months ago, it seems to be related perhaps..Lamb2112Version: 5.2.4

✓ PainfulThe app and Health Equity’s whole reimbursement system is agonizing to use, at least for FSA. When you snap a picture of your documentation, it will often cut off the last inches. I’ve gotten used to that. But to even get there you have to let the app spin for about a full minute and if you tap too many times, you’ll have to close a bunch of open windows that pop up once the app finally wakes up. Once in, then to submit the expense, it asks for extra information that the desktop version does not. So it is much easier to use the mobile app just to take the picture and upload the documentation and then use the desktop computer for the rest of your claim. Mercer FSA was so much easier. Hate to call out the competition but this is my experience..Brad in San DiegoVersion: 5.3.0

✓ As bad as the websiteI am told I need documentation for my expenses, but finding the place to upload and attach them is all but impossible on both the site and the app. When I finally find it, it doesn't work. Sometimes I find expenses that require documentation but I was never notified about it, and on one list it says approved, no problem, but on another page is says it needs documents. I cannot figure out how to use this account. I'm just going to pay for my medical expenses and if they have a problem with it, come find me and I'll give them my documents and they can upload them to their own d*** files. I sure as h*** can't figure it out..RilianPuddleglumVersion: 5.1.5

✓ Needs Apple PayMy HSA has been moved to various banks due to mergers. I finally landed on HealthEquity last year. The app is fine and works generally well. My biggest issue is my HSA card not supporting Apple Pay even though the past three banks have. I don’t usually carry my HSA card with me because I pay the bill once insurance kicks in. But for those trips to the pharmacy or dentist, it would be nice to have. I also wish the investment options were expanded more. Hoping this is fixed in a year or two or I might look at moving to Optum..Nunes013Version: 5.2.9

✓ Functionality is challengingWe were forced to go from EZ Reciepts to Health Equity app in 2024. I just spent 2 hours with some very kind and helpful people on the help line to iron out my issues with the linkage of an external bank account. This is needed to avoid the $2.00 fee that Health Equity charges to send me back MY money. It is not user friendly at all. In the 2 hours I just spent, I still don’t have my issue resolved. Please bring back EZ Reciepts!!! This app with all the attempts to sell me stuff at the FSA store, have a virtual doc visit etc. doesn’t even pertain to me. I just want to be reimbursed..Como SteveVersion: 5.3.0

✓ Use a web browser on a desktop computer instead of the iOS appFor about ten years, I have had my HSA at HealthEquity. I usually use a web browser on a desktop computer to access my account. As a test, I decided to use the iPad app today to submit several receipts for card transactions at a doctor. I had already scanned the receipts and placed them in a folder on my iCloud account. The steps to submit the first receipt were not as simple as on the desktop. For example, the list of card transactions showed the date that the doctor actually “applied” the payment, not the date of my appointment. The worst part of using the iPad app was that after I successfully submitted the first receipt, the program sends the user back to the “More” page where you got started. The user then needs to drill back down into the submit a receipt page to submit another receipt. Never again am I going to use this app for this task. I am going back to the web site with my desktop computer..Radish ManVersion: 5.2.4

✓ UX failNew UI is terribly unusable. The old one was significantly easier to use. No point making it look pretty if it’s harder to get tasks done. Why wouldn’t you default the service end date to the service start date when the start date is changed? Why force entry for a provider billing address if I’m going to reimburse myself? Maybe ask first in the flow. Why force a dollar entry on the final reimbursement screen when it’s already there twice. At least default it. Why does the receipt attach camera capture want to force crop to a square? Have you ever received a perfectly square receipt? I haven’t. Why is the receipt image shown rotated 90 degrees from the capture angle? Why not allow multiple selects from the expenses list when requesting reimbursement? Or at least refresh the list reimbursement status when returning to it from the reimbursement flow. I could go on..ZardozCodesVersion: 5.1.5

✓ Really Awful AppBuggy, clunky, unintuitive. Makes you repeat steps you’ve just completed, and you still can’t submit the expense. Camera function will automatically crop out crucial information from the receipt you’re required to upload, resulting in denied claims. I’m tech savvy but this is horribly un-user-friendly. Unfortunately my employer requires us to use this company, so I tried the app thinking it would be fast and easy. Wrong. Save yourself this headache by submitting claims online, rather than fighting with this sad excuse for an app..Birdless in PDXVersion: 5.2.4

✓ The app works as poorly as the actual Health Equity companyI utilized my app to submit the majority of my claims. 75% of the time, I received an email stating I had requested a claim cancellation or that there was an issue with my bank for the reimbursement. The email would suggest I contact Health Equity via their customer service number. The people answering the phone had no idea how to look up the account information or how to assist. One woman kept telling me I had submitted for a future date which the app doesn’t allow you to do. With each request expect to lose approximately 1-2 hours of your life between submitting, following up, and attempting to resolve with a representative. It’s poor user experience no matter what avenue you take with health equity..Chacha96486432668Version: 5.3.0

✓ Slow and buggy— big problemsOn mobile— Main issue is when submitting a request for reimbursement. If attaching a document of proof usually necessary to submit, once the request to reimburse is submitted, the app gives an error message “has encountered a problem”. It seems like it has been submitted though, however I’m not sure because the status of the claim does not change to “Pending”. Overall very slow to load— esp homescreen— and so many problem bugs! I haven’t found the website easy to navigate either—surprisingly it’s actually easier for me to use the app to submit requests, event with all these bugs..ScarletblooVersion: 5.3.0

✓ Still has bugsTwo major bugs. When trying to get reimbursed for an expense I have to add a new vendor almost every time even though I’ve input the same vendor repeatedly. On a rare occasion when I search for it, low and behold it’s there but not the next time. Other issue is one expense at the end of the year keeps having an error that says they are trying to fix, been that way for 2 months, still not fixed. Have tried deleting and starting new and still same issue..Ckuk1Version: 5.1.18

✓ Worst app ever.This is the truly the worst app I have ever used. I have had 3 different Flex services before from other providers who were so easy to use, the apps did not have issues. I get constant error messages, the home page freezes and crashes regularly, the provider “search” doesn’t remember information I put in so I have to put it in repeatedly. Some of my providers are childcare individuals who don’t give me an address—that’s a ridiculous mandatory field. The app will email me that my claims have been denied but I can’t see information on the app, must go to website, only for there to be no information and to have received the message in error. The last two reimbursement requests I made after completing all the fields popped up errors. It is an absolutely horrendous app that needs a serious overhaul..KayOrcaVersion: 5.3.0

✓ Updated Review: Deleted it. Just doesn’t work.UPDATE July, 2023: Tried again on a whim. Nope. The app is useless. Simply WILL NOT let me log in. Changed my password multiple times. I can log in on my computer, but the app continues to tell me that my user name and password is wrong. Even when I log in on the computer, it makes me verify my identity EVERY TIME. Clicking “remember this device” is a waste of a finger click, because it never does. I wish my company would switch FSA vendors, and I’ve told them that. Every time I try to log in it gives a message that an error has occurred and the issue has been logged. Tried it on multiple days, but same issue each time. I can log in on my computer fine. The app just doesn’t work..Ruffhouse5Version: 5.2.7

✓ Unable to submit reimbursement/save providerI have had so much trouble with this app. Wage works was much better. When I go to submit a receipt for reimbursement I get to the page that asks how much I want reimbursement for and I put in the amount of the receipt but it won’t bring that total to the bottom so it keeps rejecting saying I have to have a value greater than $0. Also, it never saves my provider which would be really nice since it’s a repetitive one we use. It’s been like this for months. I tried updating it with the new version but it still doesn’t work..AnfickwmbfVersion: 5.2.2

✓ Pls fix this appOur company has been using health Equity for years. Unfortunately, the app has little improvements during that time. It frequently freezes. When you enter in expense info, it will freeze and not list the amount of the expense. You have to start the entire process over again. Since the new update, it’s deleted my external bank account info. Each time I try to add bank info it has an error. I haven’t been able to input an expense for weeks using the app. Pls use a Q.A. Process to fix these errors. It is a big waste of time for users. Thanks.MsMisseyVersion: 5.2.4

HealthEquity Mobile works most of the time. If it is not working for you, we recommend you excersise some patience and retry later or contact HealthEquity Mobile.