Skip to main content

Frequently Asked Questions


Frequently Asked Questions

With Healthy Benefits Plus, you receive benefits to spend on a variety of health items! For a full description of benefits and shopping options, please refer to your program website or welcome materials. If you have any questions about what benefits you are eligible for, contact the number on the back of your health plan card.

Your Benefits

1. When can I begin using my benefits?

You can begin using your benefits after January 1, 2020, or after your health plan coverage starts.

2. What is my benefit balance?

You can check your available benefit balance under the Benefits or My Account page on your program website or mobile app. For a full description of benefits, please refer to your welcome materials.

3. What can I use my benefits for?

You may use your benefits to purchase approved products. Log in to your program website or reference your welcome materials for more information on eligible items. Products are determined by your plan.

4. When do I get more benefits? Do they go away if I don't use them?

It depends on the structure of your benefits. You can view your available benefit balance, expiration and rollover details under the Benefits or My Account page on your program website or mobile app. For a full description of benefits, please refer to your welcome materials.

5. What happens if my purchase of approved items exceeds my available benefit amount?

You are responsible for paying any remaining amount for items that exceed your available benefit balance. You are also responsible for paying for any non-approved items.

How to Shop

1. How do I shop with my benefits?

For information on how to shop with your benefits, log in to your program website or reference your welcome materials for details.

2. Is there a minimum order amount?

No, there is not a minimum order amount for purchases with your benefits.

3. Do I pay for shipping costs?

No, all shipping costs are covered by your health plan. Once you apply your OTC benefits to your online order or by phone, all shipping costs will be removed regardless of your order total. You may notice a delivery charge in email correspondence from Walmart under your Order Summary but rest assured, all shipping costs are waived for members and will not be deducted from your OTC benefit balance.

4. How often can I place an order?

Plan restrictions may apply on the frequency of purchases with your benefits. For details, reference your program website or welcome materials.

5. Can I mail and/or fax my orders?

Some programs may offer mail orders. Reference your program website or welcome materials to see if it is available to you.

6. Can I use coupons along with my benefits?

Yes, if the coupons are valid, you can use them for the items purchased in addition to using your Healthy Benefits Plus card.

My Account

1. Where do I find my card number and security code?

Your card number is the 17-digit number located on the back of your benefit card. The 4-digit number under the card number is your security code. You can also locate this information on the Redeem tab of the mobile app.

2. Can I access the Healthy Benefits Plus program on my smartphone?

Yes, the same features available on the Healthy Benefits Plus website are also available on your smartphone. Simply download the Healthy Benefits Plus mobile app from the App Store® or Google Play®.

3. How do I update my account information?

You can update your account information on your program website or mobile app under Profile on the Account page.

4. What do I do if I forgot my password?

You may request a password reset by clicking on Forgot Password on the log in page. Then, enter your email address and you will be sent a temporary password to then reset upon logging in.

5. What do I do if I forgot my username?

To receive your username, click on Forgot Username located on the log in page and enter your card number. An email will be sent to you with your username. If you're still having trouble, please call your program phone number.

6. My spouse and I share an email address – why can't I register my card?

If you received two benefit cards in your household, you will need to register each card with a different email address. Your email address becomes your login ID and therefore, your email can only be associated with one card. To obtain a free email address, simply go to gmail.com, yahoo.com or any other email service provider's website.

Issues at Checkout

1. My card isn't working at checkout.

If your card isn't working, make sure it is active and that you have benefits available. If you requested a replacement card, you must use the new card sent to you in the mail. Your old card is deactivated once you activate the replacement. If you are still having trouble, please call your program phone number to speak with a representative. Not all programs include an in-store shopping option. If you have questions about what shopping options are available to you, please reference your program website or welcome materials.

2. I purchased this item in the past, why can't I purchase it now? Why is this item not covered?

Product selection and availability is always changing. Please call the customer service number on the back of your benefit card to speak with a representative who will be able to assist you in finding an alternative item.

Lost, Stolen or Damaged

1. What happens if my card is lost, stolen or damaged?

If your card is lost, stolen or damaged, you may request a replacement card online on the My Account page or call your program phone number. It may take up to 2-3 weeks for your new card to arrive. To continue using the program, you can download the Healthy Benefits Plus mobile app to access your card number on the Redeem tab.

Miscellaneous

1. I have a question about my previous transactions.

Please call your program phone number to speak with a representative who will be able to assist you in walking through your previous transactions. You can view your previous transactions on your program website or with the Healthy Benefits Plus mobile app.

2. Can I return a purchase?

All products purchased are subject to the retailer's return/exchange policies. If the item meets the retailer's return requirements, the amount of your approved purchase will be added back to your benefits card.

3. What do you do with my registration information?

We value your privacy. We will not rent, sell or share your personal information with any other company without your consent. For more information, please see our Privacy Policy and Terms & Conditions.

4. Whom do I contact for questions?

For questions about the Healthy Benefits Plus program, please submit an inquiry online on the Contact Us page or call your program phone number if one is available to you, 8 a.m. – 8 p.m., local time, 7 days a week, October – March; Monday – Friday, April – September. For any eligibility or plan related questions, please call the number on the back of your health plan card.