Updated Review: Finally working with customer service the login issue has been resolved. They got back to me and wanted to delete my online account and reset it up. I told them mobile app was not worth the time to re-enter all my data back into the app, so they came back again saying to go through the steps to set up new account on the app. I used the same UID as I have on the website, it then asked me for my same web account password to login. It worked. This could have been an easy resolution if customer service and the tech support CS was consulting knew what to do right from the beginning. A more than 1 hour call with CS could have been 5 min. I increased star rating from 1 to 3. Won’t know more about the app itself until I have time to use it. Initial Review: I’m having the same problem that is reported by many others. The same website login credentials are not working. Will not let me set up new credentials or use forgot user ID or password. So far I have not been able to login to app. Customer support at ViaBenefits is unaware of this issue and so far has been unable to provide a resolution. Support ticket being issued. We’ll see if login issue will be resolved.
The app is generally not bad but the date assignment closes as soon as you lift your finger off the screen before you can finish, such as scrolling the date from 1 to 17. The automatic camera picture taken of supporting documents frequently mis-sizes the document, particularly CVS receipts. The buttons for accepting or rejecting a selection are frequently slow to completely unresponsive on iPhone 12 Pro with IOS 15.4
iPad app is not horizontal view, medical type/condition resets, times out too fast
I use my iPad as a computer with a keyboard, this app never allows the app to rotate from portrait to horizontal. Also, every single time you get to the end and upload your verification documents, the first 2 fields Category and Type reset to Dental and blank. It doesn't retain my entered conditions. The app times out whenever I go to my online insurance EOB to doublecheck dates/amounts, resulting in logging in constantly. As a side note, I hate rolling a wheel to enter my service date, please just let me type in my date manually. I start rolling the "wheel" and where it lands is what gets entered in the date field. It's like playing price is right, you are rolling and rolling to get to your desired date. I've turned in tickets only to get a response on how to enter the data, duh I know that, what this app needs is a programming person to actually use it and one that uses a keyboard iPad. I'd rather just have a website to enter my bills on because this app is very basic. It also does not allow Apple split screen view.
App has nice features but they arerarely accessible
The app offers some good information but my account seems to get locked on a regular basis. I enter in my credentials and am greeted with a very unhelpful message”account is locked. Please contact customer care.” Okay? Coooool - account is locked, how do I contact customer care? There should be a phone number and email address readily available (preferably shown within the pop up message itself). The greeting screen before logging into the app really is lacking any info whatsoever, by design, yes, but basic things should be available for folks who are experiencing difficulties. Maybe a simple “I” icon could be added at the top of the initial landing space that will redirect user to FAQs and info about when/ how to contact customer services. Just a thought... Also, the password reset feature usually does not work. If I click “forgot password”, I am redirected to a page asking for some details and answers to my secret question but I cannot enter any information. Anyways, I really do enjoy the app when I can access it! Unfortunately those instances are few and far between.
Via Benefits treats the mobile app differently than logging in on a computer. The app does not mention this up front, however. If you try to log in using the known good credentials you previously used on a computer, you will get an error message telling you the credentials were entered incorrectly or you don’t have permission to access the information. If you keep trying you will be notified that the account is locked. This is NOT true — just the mobile app is locked. The error message tells you to call to unlock it, but the phone number to do so is NOT provided in the error message. Nobody thought this through. Missing from the initial password entry field is the ‘eyeball’ icon to show the password to make sure it is typed correctly before submitting it. I had to log in on my computer to get the phone number to call about this. It was a call which lasted over 57 minutes. Via Benefits needs to go back to the drawing board with this extremely frustrating app.
I have attempted to schedule prior year contributions twice, each time the transaction submitted via the app has not processed. There is no audit trail of the transaction nor any notification the contributions did not process, it’s like they disappeared into thin air. I submitted a help desk ticket after the first transaction. Two days later, the help desk ticket was marked as resolved and they advised they could see that I had scheduled another contribution, but no reason was given as to why the first contribution did not process. Once again, the day after the 2nd scheduled contribution date, I see there has been no contribution to my HSA, and there is nothing showing in the activity log to indicate the transaction ever existed. It’s just gone! At a minimum there should be a confirmation in the activity log that indicates there was a problem. Who codes a financial application that way? I am now going to miss a tax deduction because of your flawed system.
I would love to know how this app came to exist. The Acclaris experience was truly dismal so I had a lot of hope for the ViaBenefits rebrand and app. I’m so confused who designed this app and why. It’s like the people who designed this app have never seen another app in their lives. Want to edit your provider details? Good luck magically figuring out the only way is to select the provider in your claim and only then will the option to edit their details reveal itself. I have 3 copies of the same provider because they moved and i couldn’t figure out how to change their address or delete and create a new provider. Now I can’t tell which is which. Want to get reimbursed or make a payment? Don’t click on the account you want to use to make the payment obviously! /s It’s only available on the main home page. Get confused and want to look at the help? Nope. Only option is to create a ticket. Have more than 1 dependent being cared for? Oh well that’s not an option in the ViaBenefits world. Please hire some UX and visual designers and user design researchers’ insights to guide a redesign. I can’t believe this app was made by a company who all they seem to do is make software like this! This feels like they had a extra “full stack” but really just backend dev write the app. It’s really bad.
I have had an account with this Benefits Management company, provided through my deceased husband’s employer of 37 years. The recipient has no control over the account, it is arranged by them. I have attempted to obtain reimbursements for covered services, have been unsuccessful except for one small check I received. The providers have always been unhelpful, unfriendly, and impatient. They have never made accommodations for my vision impairment in providing usable forms to submit for reimbursements. Their forms were so small I could not see to use them. I tried submitting actual receipts and medical insurance statements, that was not allowed. So, with one lone exception, I have never been able to access the funds provided by the company my husband worked for until the day he died on the job.
This is the first time I’ve been annoyed enough to write a review on an app. Not only will you NOT be able to log in to the app, but NO ONE will have an answer as to why or how this is occurring. Additionally, they have no real information to give you over the phone. Want your account number? Have to be able to log in. Want your balance? Have to be able to log in. Want to do anything to the account? Have to log in. Additionally they’ll have you run through the same troubleshooting you’ve already ran thru 6-7 times, just to “make sure”. It’s probably the most infuriating process and interaction with a company I’ve ever had the displeasure of having. Trying to use an HSA to pay for something dental related and it feels like I’m trying to smuggle a nuclear arms contract through the USA.
This app worked for me last year, for reason this year it is not. After my claim info was entered, I tried to upload images, it only uploaded 2 of the 5 images I had entered. I tried to explain this to their customer service department, it was like talking to the wall. They are saying they see the other 3 images but how can you if I DID NOT upload them? lol. If there is a problem with the app/system just say so & I will understand other than telling me the images are there, apparently not the correct ones. I wish you all luck with the app & helpless customer service department. I just entered 2 more claims & images did upload this time. So thankful I DID NOT have to call the helpless customer service department. BTW when I click on my account information/balance for this year, I get an error message “it cannot be found”.
These people are an absolute NIGHTMARE to deal with. I enrolled in my company HSA. I guess VIA is a 3rd party that manages the account. I can’t really tell what they do tbh. I keep uploading receipts and they keep denying them. They won’t reach out to my provider and seek documentation. I’m not sure what their function is. App is very remedial- almost like a child designed and built the interface? Just been a really rancid experience. Oh- and they have $2600 of your $ held hostage and you can’t cut it off until the next open enrollment. So either dance for them or watch your payroll deductions be held hostage the next 11 months. I’m going to call my HR Benefits team at UPS and see if perhaps next year we can shop around for a HSA facilitator that is more in line with UPS in terms of being customer focused. VIA has been a nightmare to deal with.
I am not very pleased with this account of mine thru my employer! It has been very frustrating and disappointing! When I sent stuff in they are always saying that the information doesn’t work so I don’t get refunded anything and the postage is getting expensive for no results! No one calls back and all I get is denied expenses, I have a good amount of money in this account and am trying my best at the paperwork! I have sent the paperwork my insurance gives me and your account is not working on it! I can’t understand why you don’t want me to get paid and the insurance company doesn’t understand why you’re not paying me for the reimbursements either! Poor service and expense are in my account and being held hostage by the company!
This current way of submitting reimbursement expenses is so much easier than it use to be by a mile! The last time I completed a request for reimbursement I had to enter each category of expense, each date and upload scans to match each expense line by line. I just remembering it being so time-consuming. So much is automated now that the process goes much faster. Granted it’s been awhile since I submitted a request so perhaps the process became easier a long time ago. Regardless I give this process 5 stars!
Using iPhone 7+ / After installing and reinstalling with no success, I give up! I cannot get past the sign in screen. Said I already have account but won’t open! Tried to recover password, but won’t go there either. Kept trying to open, then tells me account is locked and to call administrator. If I can access through web portal, why not on this mobile screen? Seriously, you need better software programmers!! I even have trouble submitting claims through web on my phone and on a desktop. Attachments don’t load properly and cannot check status. This maybe the worst I’ve ever seen in account management. Waste of time, certainly a waste of my retirement company funds’ investment. How did you talk them into it? Low bid??? 😱
Getting my information is much easier and quicker with the app. I like the notifications that lets me know every step that is being taken on a claim. There is one bug that needs to be fixed, in my opinion. The ability to press a line that says: processing and yo find out when it will be processed would be nice. The > is there showing there is more info but when you press it, it times out with an error. Other than that, this is a great app.
When I attach a picture of a bill, the App “review” is so small that I can’t enlarge it on my phone to see if the whole picture is there. I review the original picture and ensure that everything is in it but the icon of it looks like a lot of it is missing. I’ve had reimbursement requests rejected because of “information missing “ that I know is in the original picture. I’ve noted this in multiple reviews over 2 years with no change.
Company supports retiree medical reimbursement for former employer. Sent brochure about new app for submitting claims. Downloaded it. Would not recognize credentials, even though online did. Spent over hour on phone on hold and with rep, who finally said not all companies had switched to app, but neither she nor anyone else at company would says whether mine did. Rep said had referred for help and to try later. Several days later, the app still not work. Online only worked part way, then froze before letting me finish. Just did robo call to request paper forms. TERRIBLE company to do business with. Almost as if they want the retirees to die of frustration or at least give up trying to get any payments.
This via benefits mobile app is much easier to use than submitting using a computer. However, certain data gets entered using scroll wheels at the bottom of the screen. These scroll wheels have very tiny labels, making them hard to see for people who haave vision difficulties. Also, on a few screens the button that needs to be pressed does not appear in the visible screen area but requires a user to drag the display up slightly to find it. Overall, a good app. Willie
The apps method of documenting one incident at a time is painstakingly slow, laborious and inefficient. And the picture quality of the supporting EOB data is poor because the data must be held at such a length from the camera in order to capture the evidence necessary. Although it’s use is not encouraged, I liked the old form which allowed submission of data for five events, together with supporting evidence. The new written form is better than the app because the supporting data itself can be submitted, rather than a picture. But again, it’s inefficient because it has room for only two out-of-pocket expenses per sheet
Continually gives errors that are unknown and say data is an incorrect format. All of the data I entered was selected from your pre-existing menus. Nothing to actually type in. Which means your system is entering its own data in an incorrect format. Terrible software programming and obviously limited QA testing. While Willis towers Watson is listed as the developer of this application, that is the benefits company. I suspect your programming and quality assurance has been outsourced to a company that knows little to nothing about what you do and is more interested in meeting schedules that you put forth for receiving deliveries so they get paid versus properly tested and functioning software.
Besides the requirement to use the face app where you must weekly begin the whole process again, the service has been poor. They constantly mix up the request for reimbursement and ask for the same proof of payment of premium that I have sent. My monthly reimbursement has come after the middle of the month even though it’s deposited by OPERS by the first. Their processing delays have resulted in payment of my benefits a month after they were paid by OPERS. If only there was another way to receive my employee earned benefits stipend that I was told I would receive when I was hired.
Simple to use app. Easier than on computer because phone camera uploads receipts. Beats the old days of faxing receipts and filling out claim forms! I find it easier to ask for direct reimbursement to me rather than the provider so I don’t have to enter all the provider information. Easy enough for me to send the provider a check given they’re already set up on my checking account.
The mobile app makes my life so easy. In January of every every year o submit my reimbursements for the year and that’s that. I get paid until the peanut money I got issued 10 years ago runs out. It doesn’t even last the year. Insurance has gone up so much it may not make it much over 6 months this year. But that’s not via benefits fault.
ViaBenefits has worked well for me. Biggest issue was setting up bank account and one call to credit Union got me the appropriate designation numbers 😀 ViaBenefits has been quick to respond and helpful when asked. I did have to call a few times to determine what needed to be fixed, usually unreadable receipts. They’ve been good to me.
I have tried several times to create an account by using the same data that is on my Web account. Unfortunately every time I complete inputting data I get a message that my data does not match the Viabenefit data. I have deleted the App and reinstalled it several time, but the same problem. I have contacted the customer service and they checked all data and it matched their data. the IT is suppose to call me as of 2 weeks ago and I am still waiting. An app should not be this difficult to set up, it is frustrating!!
Via benefits has become much easier and efficient over the last couple years. It takes just minutes to submit info and supporting paperwork and documents. The bill pay and/ or pay me back are fast, and if for some reason there was a piece of info missing, it is flagged on your app icon.
I really like the program but I feel it has one flaw. After I take a picture and I’m sure that I’ve included the entire receipt etc. when it shows the preview it appears to be truncated. That way I’m not sure if the entire receipt etc. has beenCaptured and sent. Otherwise it’s fabulous. The only reason I gave it four stars instead of five is due to that weakness.
VIA has been wonderful to work with since our enrollment. All claims submitted have been fairly reviewed and have went through the process in an expedient manner. All representatives that I have spoken to have been friendly, helpful and very professional. I would highly recommend them to anyone considering enrolling.
It is taking a long time to process my info and pictures of the receipts for reimbursement . It worked today after 2-3 minutes. Few months ago it did not go even after making me put in all my information and taking pictures of receipts several times!! Kept saying “ try after some time.
USE THIS APP (DO NOT USE THE WINDOWS 10 CHROME VERSION!)
This app works FAR better than the Windows 10 CHROME VERSION. The Windows version is terribly slow, requires more sign-ins than the IRS, has broken links for most HELP functions, has no working Contact Us via Email feature, etc. It's an embarassment. Stick with the App instead - it works, it performs well, and it's well conceived.
I find this app extremely easy to use. I am not tech savvy, but I have been able to submit receipts easily. If they are denied, there is an explanation and directions for amending it. I have called and spoken to a representative at the via benefits line and was talked through the process I was having trouble with.
I like the app overall but there are two things that need some work. First is the pause or delay when filling out the claim form as you go from one box to the next. You are not sure of what is going on until the insertion point finally moves. The other problem is the document photo appears cropped so you don’t know if you captured enough of the needed information or not.
I don’t understand why you can’t use landscape mode with an iPad. The App Store where I am writing this review is IN LANDSCAPE MODE but as soon as I return to the app it rotates back to portrait. I created a help ticket and the response was “click the button to allow landscape in your settings.” Well no kidding, if that were all that was needed I would NOT NEED A HELP TICKET. Since there are other reviews with the same complaint I know that you are aware of this problem. “Come on man”
Everything about this request submission process has been perfected such that from login, to request completion (plus required documentation), to logout is so very smooth. Thank you to those who were part of the process to make this come about.
Service is horrible. They will hold your money for as long as they possibly can I have to use there service I have no other choice and they no this They will deny you your own money for errors that they make I’ve had to use this poor service for over a year and every month it is a fight to get my money back. This is my money that they hold onto and deny me Customer service is a waiting game too If you have another choice use it. VIA is making money for not providing any type of service
For the most part the app is very convenient. The only inconvenient parts are 1)if you need to leave the screen to reference something else such as the bill, when you come back to the app you have to sign in and start all over. 2)When entering the date it doesn’t allow you to remove your finger without accepting the date that you were on when your finger is removed(can’t always see it with your finger on the screen)
Would’ve been higher rating but date change is way too touchy on the reimbursement page. Occasionally run into error trying to submit files. Logs you out way too fast. These are minor things but get frustrating when all happen at once. Still a good company and happy to have them as a benefits manager. Just need to get the app to work a little better!
Poor design, full of glitches and dead ends. Took 7 attempts to finalize a log-in registration for dependent care reimbursement. App did not allow me to add all of my dependents so gave up and tried online web version. Apparently they are not interoperable because I had to reenter ALL of the information from the beginning. As I entered another dependent their system tells me her SSN is already in use, which would be impossible since I’d never previously entered it. This raises security concerns. Recommend not wasting your time with this app and avoid this company’s product if at all possible.
App is easy to use and is better than doing through websites in the past. But if the payee doesn’t credit a payment, the app isn’t much help. It’s hard to see the documents you uploaded with a claim or to get exact details of what a payment looked like. Would like to see better evidence of payment to prove.
Easy, convenient way to submit claims for reimbursement. But two things need improvement: 1) entering a date for the service requires several tries, because of the way the “roller” works. 2) on iPhone at least, can only enter exact dollar amounts, no cents. No indication if you can round up, so I haven’t.
If I could give zero stars I would. They make it so difficult for me to spend MY MONEY on MY HEALTHCARE! They even deactivated my FSA card so I COULDN’T spend MY money on needed services like medications and doctor office visits for thing I NEED! Yet they still kept taking my money! Big surprise there. I can’t spend it they keep it! See an incentive there? They have zero interest in helping you. Multiple “supervisors “ have been less than helpful and provided no assistance at all. Less than helpful app or service. Avoid both if possible.
Those of you on auto pay status, be aware that The app says expenses are paid, while their web site. Says it is in process. If you are like me that you check most things on your phone, you may panic and call your bank to worry about what might have happened. What makes it worse is it shows previous month claims also as paid (this time for real) so you really cannot trust this app. Granted it is easier to use the app to submit the claim but until they fix this bug, you cannot trust your payment/reimbursement process.
When entering the date of service, it drops you out after each part (month, day, year) you enter. For example, if you want to enter December 20, 2022, you open the date function, enter December, it drops back out. You have to re-open the date function to enter the day, and if it requires you to scroll twice, it will drop you after the first scroll. Why doesn’t this work like every other app?
Submitting reimbursement info is wrong. It says it must be submitted by year 2106
I’m not sure if you change your deadline for submitting expenses for reimbursement every month. I would assume so. Someone should check for accuracy as the the end date lists 2106. I think I missed almost a hundred years of living. You may want to get that corrected!
This app is extremely easy to use with one exception. Many times I pay my bills on line and save a PDF for my records. It would be a 5 star app if I could upload a saved PDF instead of printing my PDF and taking a picture of it to submit. Please make this option available to make a one step process instead of a two step process.
Could not attached two pictures of documents without getting “a system error occurred”. This was from the attach function and taking pictures via the app sharing my camera. Got one doc loaded manually,, but app refused to loaded the second until I deleted the app taken picture. I was then able to manually take photo and the attach the picture from my photo library for submission.
Try to submit claims and get a network issue message. Last month it took me 4 days to submit my insurance premium and then over a week to get the money to my account. As a retiree that is a large amount of money to wait on and caused quite a hard ship. I talked to customer service and they said that the system was busy and to “just keep trying” and said that there were no plans to fix the issue. Still having the same issues this month.
Unnecessarily cumbersome and not well thought out. You already have all my direct deposit information as you already took it upon yourselves to send automatic reimbursements. So why on earth do I need to enter it all again to submit for medical reimbursement? AND THAT PART DOESN'T EVEN WORK, it will not let me submit it once it is all entered. Submitting an EOB and related data is also complicated and you can’t even switch screens to look at amounts and dates, etc. because app then closes. What a waste of my time.
I have contacted the company already to see if I was doing something wrong. Come to find out, they are still having problems with the update on the iPhones. They supposedly put in a ticket to fix it. But if they did, they would have contacted me. They never did. I guess they don’t care? That’s the only thing I could come up with since it has been 2 months. If I had an option to chose a different company, I would. Unfortunately, this is the only company my job offers.
The Via Benefits Accounts mobile app gives you the power to manage your account(s) anywhere, anytime. With intuitive navigation and a modern look and feel, the mobile app is the smart choice to get the most out of your account. A practical dashboard provides a quick summary of all account information. Easily review expenses and payments, get reimbursed, and receive important updates. The mobile app puts the familiar website experience right in your hand. Here are some of the advantages of the Via benefits mobile app: Safe, secure and simple user login and registration Use your Via Benefits website login and password Face ID or Touch ID authentication Built for busy lives – Check an account balance on the go Submit new reimbursement requests Take pictures or upload supporting documents from iCloud Make a payment or correct a negative balance in the app Resolve account issues easily Receive push notifications to stay aware of important account activity Get help fast – start a new help ticket or call account support with a tap. Manage all support in one place