WageWorks Customer Care: Expert Guide to Getting Fast, Accurate Help

Who Handles WageWorks Accounts Today

WageWorks was acquired by HealthEquity, Inc. on August 30, 2019. The all-cash transaction paid $51.35 per share and valued WageWorks at approximately $2.12 billion. Since the acquisition, most customer care operations, portals, and processes have been consolidated under HealthEquity while many legacy plans still reference the WageWorks name.

If your employer still uses “WageWorks” branding, you will typically be served through HealthEquity systems. In practice this means you can use the HealthEquity member portal and mobile app for account access, claims, and support. The official public site is https://www.healthequity.com and the member login is at https://my.healthequity.com. Legacy URLs such as wageworks.com generally redirect to HealthEquity resources or explain how to access your account.

How to Reach Customer Care (Current Channels)

HealthEquity provides 24/7/365 member support for most account types (HSA, FSA, HRA, Commuter). COBRA and some employer-specific services may have extended business hours rather than 24/7. Always start with the phone number printed on the back of your benefits debit card or in your plan documents; that number is tailored to your plan and routes you to the right queue.

• Member portal: https://my.healthequity.com — secure messaging, live chat (when available), claims upload, statements, card management.
• Mobile app: “HealthEquity” on iOS and Android — submit claims by photo, check balances, enable biometric login, manage transit orders.
• Public site: https://www.healthequity.com — knowledge base, forms, plan education, and access to employer resources.
• Mailing address (corporate): HealthEquity, Inc., 15 W. Scenic Pointe Dr., Suite 100, Draper, UT 84020, USA. Do not mail claims here unless your plan’s instructions explicitly say so; use the claim-upload tool or the claims address listed in your plan documents.

What to Have Ready Before You Call or Chat

Having complete information up front speeds resolution and reduces follow-ups. HealthEquity/WageWorks agents will verify identity before discussing account details. Typical verification includes your full name, employer/plan name, the last four digits of your SSN, date of birth, and mailing ZIP code. If you enabled two-factor authentication, be prepared to receive and read back a one-time code.

• Plan information: employer name, plan year (e.g., 1/1/2024–12/31/2024), and account type (HSA, Health FSA, Dependent Care FSA, HRA, Commuter, COBRA).
• Transaction details: merchant/provider name, date of service or purchase, amount, and method (card swipe vs. claim reimbursement).
• Documentation: itemized receipts or Explanation of Benefits (EOB) showing patient name, date of service, description, and amount paid; for transit, agency order confirmations.

Claims, Reimbursements, and Card Substantiation

For FSAs and HRAs, upload itemized documentation through the member portal or app. Electronic submissions are typically processed within 2–3 business days, with direct deposit (ACH) funding 1–2 business days after approval and paper checks arriving in 5–7 business days depending on USPS delivery. Timelines can vary by plan and peak season volume (e.g., January and March run-out).

If you used your benefits debit card, certain transactions auto-substantiate when they match copay profiles or IIAS/90% merchants. If documentation is still required, you’ll receive a request with a submission deadline. Failure to provide documentation by the deadline can result in card suspension or the transaction being reclassified as a personal expense, requiring repayment.

Commuter Benefits: Ordering, Limits, and Cutoffs

Under IRS Section 132(f), the 2024 monthly pre-tax limits are $315 for transit and $315 for parking. You can elect either or both, but unused monthly elections generally do not “carry over”; instead, they remain in your commuter wallet for future qualified purchases. Refund policies vary by transit agency and vendor rules, not just by your plan.

Order cutoffs are driven by transit agency production schedules. Many agencies require orders to be placed between the 1st and the 10th of the month prior to the benefit month, while some require even earlier cutoffs. Check your portal’s Order Calendar, which shows agency-specific deadlines and estimated delivery or card funding dates. If you miss a cutoff, set a recurring order to avoid future gaps.

Key IRS Limits and Deadlines that Affect Support

Knowing the official limits helps you ask precise questions and avoid delays:

For 2024, Health FSA employee contribution limit is $3,200, with an optional carryover up to $640 if your employer allows it (see IRS Notice 2023-70 and Pub. 969). HSA annual limits are $4,150 self-only and $8,300 family, with an additional $1,000 catch-up for individuals age 55+ (IRS Rev. Proc. 2023-23 and Pub. 969). COBRA election windows are 60 days from the date of the COBRA notice, with 45 days after election to make the initial premium payment; subsequent premiums typically have a 30-day grace period (29 U.S.C. §1161–§1169).

Authoritative references: IRS Publication 969 (https://www.irs.gov/pub/irs-pdf/p969.pdf), IRS Publication 15-B (https://www.irs.gov/pub/irs-pdf/p15b.pdf), and IRS guidance for Transit/Parking limits (https://www.irs.gov). Customer care can help interpret how these limits apply to your plan, but your employer’s plan document controls specific deadlines like run-out and grace periods.

Common Issues and How Customer Care Resolves Them

Card declines at medical or dental offices are often due to incorrect merchant category codes, amounts exceeding available balances, or attempted payment for ineligible items. Agents can confirm eligibility, check real-time balances, and advise whether to pay out of pocket and submit a claim instead. For duplicate provider charges, you may be asked to work with the provider first; if it posted to your benefits debit card, Reg E error resolution may apply.

For transit passes that fail to load or are lost, outcomes depend on the agency’s rules. Customer care can verify order timing, carrier confirmations, and reissue eligibility. Expect reissues to follow agency timelines; some agencies offer credit on the next cycle rather than immediate replacement. If your address changed, update it in the portal before the next order cutoff to prevent delivery issues.

Appeals, Disputes, and Escalations

If a claim is denied, the denial notice will state the reason and the appeal window. For ERISA-governed health FSAs/HRAs, you typically have up to 180 days to appeal an adverse benefit determination. Provide additional documentation (e.g., EOB or corrected itemized bill) when appealing. Appeals are usually resolved within plan-specified timelines, often 30–60 days.

For card disputes under Regulation E (electronic fund transfers), report unauthorized or erroneous transactions as soon as possible and within 60 days of the statement. Provisional credit is commonly issued within 10 business days while the investigation proceeds (may extend up to 45 days in certain cases). Keep all related receipts and communications until the investigation is complete.

Security and Privacy Practices You’ll Encounter

Customer care will never ask for your full SSN over unsecured channels. Expect multi-factor authentication (SMS, email, or authenticator app) and identity verification checks on every call or chat. Use the secure message center in the portal for document exchange; avoid sending PHI/PII via regular email.

HealthEquity operates under HIPAA for protected health information and follows payment card industry requirements (PCI-DSS) for card handling. For your records, retain claims documentation for at least three years in line with the IRS statute of limitations; longer retention may be advisable if your plan year crosses tax years or if you anticipate an audit.

Practical Tips to Get the Most from Customer Care

Submit claims and documentation through the portal or app whenever possible—electronic submissions are faster, provide confirmation numbers, and allow you to track status online. Set up direct deposit once; it generally accelerates reimbursements by several days compared to paper checks.

For commuter benefits, enable recurring orders and check agency-specific cutoffs at least one week before the deadline. For FSAs, monitor your remaining balance monthly in Q4 and use the portal’s eligible expense lists to avoid last-minute denials. When in doubt, reference the member portal and official IRS publications; then contact customer care with the exact dates, amounts, and documents noted above for the quickest resolution.

How do I contact WageWorks customer service?

Yes, but you’ll need to call WageWorks Customer Service at 1-877-924-3967 to do so.

What happens to unused WageWorks money?

Any unused pre-tax funds will be forfeited to your employer, and any post-tax funds will be refunded to you at the end of the ninety (90)-day period.

How do I check my WageWorks balance?

There are three ways to check the balance on your card:

1. Log into your WageWorks account to check your account balance.
2. Log into your WageWorks account via the WageWorks EZ Receipts® mobile app and check your account balance.
3. Call WageWorks Customer Service 1-877-924-3967.

Is WageWorks now called HealthEquity?

HealthEquity and WageWorks officially became one company August 30,2019. Although the deal is done, you will not see any disruption or changes in your service in the near term. We are currently evaluating our services and technology platforms to provide you with the best experience possible.