Frequently Asked Questions

Your employer has partnered with us to keep your healthcare information private and secure. To the extent permitted under applicable laws including HIPAA, we may provide necessary data to your employer to enable your employer to manage, administer, and evaluate its health and wellness programs. Unless permitted under HIPAA, we will not disclose protected health information (as defined in HIPAA) to your employer. For more information, please read our Privacy Statement.

PHI (Personal Health Information) is any information that is related to health status, provision of healthcare, or payment of healthcare that can be linked to an identifiable (specific) individual and is collected by a Covered Entity or Business Associate. PHI may also include data that falls into the category of SPI (Sensitive Personal Information). SPI is information or data derived from Personal Information that is highly sensitive in nature and if lost or inadvertently disclosed could result in substantial harm or embarrassment to an individual. Examples of SPI vary across organizations but may include the following:

• SSN
• Date of Birth
• Biometric or Genetic Records
• Political or Religious views
• Race or Ethnicity
• Sexual Orientation
  
• Bank Account Numbers

Yes. Under HIPAA (Health Insurance Portability and Accountability Act), if a Covered Entity or Business Associate maintains a designated record set (designated healthcare records) pertaining to the individual the individual has a right to access and transmit their Personal Information (including Personal Health Information) Although we do not maintain a designated record set as defined by HIPAA , we follow the guidance under HIPAA in most instances and therefore permit users of our application access and download to certain personal information including Personal Health Information.

Source: Depart of Health and Human Services: Individuals’ Right under HIPAA to Access their Health Information 45 CFR § 164.524.

Some of the risks associated with an unsecure download include but are not limited to the following:

• Hacking/ Impermissible use or interception by a third party (this may include a bad actor or third-party service provider)
• Loss of theft of device with downloaded information
• Risk of improper disposal or record retention on the device used for downloading

We highly recommend but do not require the following safeguards be put into place on your device settings prior to download and/ or transmission

• Ensure your mobile or desktop device is encrypted
• Password protection for mobile devices and other hardware endpoints

No. Under the HIPAA Privacy and Security Rules, while we are responsible for ensuring reasonable safeguards in implementing an individual’s request we are not responsible for a disclosure of PHI while in transmission to the individual based on the individual’s access request to receive the PHI in an unsecure manner if proper precautions are taken to notify the individual of the risk involved.

Additionally, while we are required by the Privacy and Security Rules to implement reasonable safeguards to protect PHI, individuals have a right to receive a copy of their PHI by unencrypted means if the individual requests access in this manner. In such cases, we provide a brief warning to the individual (per HIPAA guidance) that there is some level of risk that the individual’s PHI could be read or otherwise accessed by a third party and confirm that the individual still wants to receive PHI in this manner.

Source: Depart of Health and Human Services: Individuals’ Right under HIPAA to Access their Health Information 45 CFR § 164.524.

For general inquiries regarding our Privacy practices, please refer to our privacy notice.

‍For additional information and resources on this topic please refer to the Department of Health and Human Resources Website.

Simply visit my.verawholehealth.com and select Register. When prompted, enter your information to complete the signup process.

You may also access My Vera via your iPhone or Android phone, by downloading the free My Vera mobile app from the app store, or by visiting https://app.verawholehealth.com/#/text_to_download

You’re a subscriber if your company or organization is offering you your medical plan. You’re a dependent if you’re related to the primary subscriber.

When you register, you can provide email addresses for your spouse and/or adult dependents, where eligible; they’ll then be emailed registration instructions. Alternatively, they can register at my.verawholehealth.com.

Yes, each user must have a separate email address. An email address serves as your username when logging in and must be unique within the system. Providing an email address also allows you to receive personalized alerts and updates.

Often this means your information isn’t up to date in your Human Resources system. Did you move recently? You may be entering your current zip code, but your company or HR team may still have your old address on file. Contact your HR department to update the information in your medical plan and benefits. Also, be sure to double check that you’re entering your personal information correctly.

First, check with your Human Resources department to make sure you’re on a plan that is eligible. If your plan is eligible, your plan and benefits may not activate until January 1 of the coming year. Once your plan and benefits activate, you’ll be able to register. Keep in mind that Castlight is not available to dependents under the age of 18.

We encourage you to submit your personal information as soon as you become eligible. You’ll be able to access your account when your plan and benefits are active. You’ll receive an email from us when your account is ready.

Since the app is personalized for your employee benefits, we need to create a new account for you when you change employers. This means that you’ll have to register with a new email address.

Depending on the features you have access to, we’ll alert you via email whenever we update your claims history, and we’ll occasionally send you personalized health recommendations and product updates. We also use email to communicate with you when you make changes to your account (e.g., to confirm a password change). If you feel like you’re hearing from us too often, you can easily change your email preferences on your account page.

If you need to reset your password, select the Forgot Password? link on the sign-in page. You’ll receive instructions to reset your password.

The new password will require at least eight characters and one number or special symbol (e.g., !, @, #, $, %). You cannot use part of your email address or username.

My Vera’s mobile app works on most devices. It’s available for the latest two versions of iOS and Android Download the app for free from the Apple App Store or Google Play. For other devices, you can access My Vera through your phone’s web browser. Start using the mobile app today by visiting https://app.verawholehealth.com/#/text_to_download

We're compatible with all major browsers, including Chrome, Firefox, Safari, and Microsoft Edge, and recommend always using the latest version of your browser.

Using a private or incognito window within your browser isn't recommended and may cause an error when activating or signing in to your account.

If your employer has included provider search in your My Vera benefits, you can search for care in the mobile app and via the desktop application.

On My Vera mobile

Select “Find Care” from the bottom navigation menu. You can search for doctors, hospitals, clinics, conditions, or procedures in the top search bar, or you can scroll down to browse popular searches.

On My Vera desktop

Use the search bar at the top of your home screen to type in your search, or select “Find Care” from the top menu to browse for care by category.

Both methods will display a list of in-network providers near your zip code. If you’d like to search in another location, select the address displayed and enter the desired city or zip code.

Depending on the features you have access to, we may display information about your insurance plan such as how much you’ve paid in out-of-pocket expenses toward your deductible amount. In general, we update your deductible and out-of-pocket status each time you log in.

Depending on the features your employer has given you access to, you may be able to view your claims, provider directories, and pricing information. The frequency of the updates varies depending on information type and the source. Claims, provider directory, and pricing data is refreshed anywhere from daily to monthly. Please note that your deductible status is typically updated more frequently than claims information.

If your employer has given you access to view your claims, note that we typically receive and post claims as soon as they’re made available by your insurance carrier. Medical claims are processed anywhere from daily to 6-8 weeks after care and pharmacy claims should appear within 2-4 weeks.

You’ll only see prices if your employer has given you access to search for providers and procedures. We generate price estimates using more than 60 different sources of data, including claims from our users. Sometimes, however, we still may not have enough information to provide a single estimate. That’s when we may provide a price range instead. While our team conducts regular quality checks to make sure our estimates are accurate, we encourage you to call providers for the most up-to-date information.

Check first to see if your employer has given you access to search for providers and procedures.

If you do, some prices may still be unavailable because in some locations, local health plans haven’t approved the display of price estimates we generate. In these locations, we can't show prices for specific medical services, but we can show a range of prices in your area.

If you’re in a location where we can show specific prices, there still may be cases where a price isn’t available. Many of the prices in the app are based on the healthcare bills your employer pays for you and your co-workers. As more claims are paid, more prices will become available for everyone. We’re working with business groups, clinics, healthcare groups, and federal and state governments to improve the availability and transparency of pricing in healthcare.

My Vera gives you a variety of ways to earn points for participating in health and wellbeing activities. These may include connecting a tracking device to the app and tracking your daily activities, like steps, food, and sleep. You may also be able to earn points for participating in wellbeing programs. The more you use My Vera, the more points you’ll earn. Your point balance is displayed when you log in.

Depending on your employer, you may be able to use your points to enter sweepstakes and/or purchase direct rewards, such as gift cards, subscriptions, goods, charitable causes, and more.

No. Even if you don’t use a wearable activity tracker, you can still earn points the following ways:

• Sync My Vera with your mobile phone’s health tracker
• Manually log activity in your My Vera steps, food, and sleep programs
• Download a free tracking app. For a list of compatible tracking app services, click here

Yes. We’re happy to work with participants who have disabilities or limitations so they can still participate in our programs. Please chat with support or contact us at support@castlighthealth.com for more information.

All purchases made via the My Vera Device Store come with a 30-day satisfaction guarantee.

If you're not happy with your purchase, return it within 30 days of the purchase date for a full refund, excluding original shipping charges. We will credit the payment method you used to make your purchase upon receiving your return. You are responsible for the return shipping costs.

For more information about making a return, please call support at 866-970-2289.

Please note: Activity trackers come with a 1-year manufacturer’s warranty. To return or replace a defective tracker within the warranty period, please refer to the FAQ outlining manufacturer details and replacement processes.

1. Download the Google Fit app on your mobile device.
2. Navigate to the app or go on your desktop to https://fit.google.com and be sure that you register an account.
3. In the My Vera app or in a new internet browser window, sign into your My Vera account (app.verawholehealth.com).
4. Once you`re logged in, select the “Get Active” link under daily activities.
5. Select “Link Tracker” on the right-hand side of the page.
6. Turn off any trackers currently linked to your account by toggling them from green to grey within this screen.
7. Click the "+" sign in the upper right corner.
8. Select Google Fit and sign into your account.
9. Accept the data sharing request to allow My Vera access to your tracking data.
10. Once you’re back in My Vera, be sure Google Fit is toggled on.
11. Try clicking the Sync button and check that any new data has synced.
12. In the Google Fit app settings, be sure Activity Detection is toggled on and My Vera is listed under Connected Apps.

1. Open the My Vera app on your iOS device. From your home screen, select the appropriate program—Get Active, Sleep Well, or Eat Smart. You can also find these programs on your Benefits page.
2. Choose Use Apple Health. Next, toggle Apple HealthKit to the “on” position (green).

Please note: Apple HealthKit will only show as an available tracker if you are using an iOS device to access My Vera.

1. On your iOS device, go to Settings. Then, go to Privacy and scroll down to select Motion & Fitness. Make sure that both Fitness Tracking and Health are toggled on (green).
2. Open the Health app on your iOS device. From the bottom menu bar, select Sources. Select the My Vera icon and make sure that Dietary Energy, Sleep Analysis, Steps, and Workouts are all toggled on (green).

The information below will guide you through setting up Google Fit or troubleshooting any issues you may have.

While using a computer or laptop, please follow these steps:

1. Go to https://fit.google.com and be sure that you are signed out of your GoogleFit account.
2. In a new internet browser window, go to https://app.verawholehealth.com.
3. On the My Vera login page, sign into your account, and select Get Active.
4. Click LINK TRACKER.
5. Select I HAVE A TRACKER and the plus sign next to Add A Tracker.
6. Select Google Fit.
7. Choose an account.
8. Accept the data sharing request to allow My Vera access to your tracking data.
9. Your My Vera and GoogleFit accounts are now linked. Try clicking the Sync button and check that any new data has synced.
10. On the GoogleFit app Settings, be sure Activity Detection is toggled on and My Vera is listed under Connected Apps.
11. Also be sure Google Fit is syncing with the Google Fit servers: (Settings > Cloud and accounts > Accounts > the Gmail account associated with Google Fit > Sync account > Sync Google Fit data).

The steps below should allow you to link a Garmin tracker for the first time or reset the linking if you're having any issues:

1. From a personal computer or laptop, open an internet browser.
2. Clear browsing data including your internet History, Cache, and Cookies.
3. Navigate to https://connect.garmin.com.
4. Log out from the existing Garmin account.
5. In a new internet browser, log in to the Jiff application.
6. Click the More option (in the lower right corner of the screen).
7. Select Profile & Settings.
8. Click Steps under My Linked Services.
9. Click the plus [+] button in the top, right corner and select Garmin.
10. Log in with the email and password you used to set up your Garmin account.

The information below will guide you through setting up Fitbit or troubleshooting any issues you may have.

While using a computer or laptop, please follow these steps:

1. Go to fitbit.com and click the sign in option in the top-right corner
2. Log in with the email and password you used to set up your Fitbit account
3. Once you are logged in properly and you can see your steps showing on fitbit.com, go to app.verawholehealth.com and sign into your account
4. Click the ‘More’ menu in the lower right-hand corner of your screen
5. Select ‘My Profile & Settings’
6. Click Activity under ‘My Linked Services’
7. Now click the plus <+> in the top-right corner and add FitBit
8. You may be asked to re-enter your login information for FitBit. That is okay
9. If you are asked to allow Jiff to track your different activities, select "Allow".

All wearable trackers purchased using My Vera's Fitness Tracker Incentive are subject to the terms of the warranty set by the manufacturer, not by My Vera.

Fitbit

Support requests can be submitted on the Fitbit website or by email or phone.
Online: Contact Fitbit Support
‍Email: CWsupport@fitbit.com
Phone: 844.534.8248
You will need to provide:
             1. Your Fitbit Confirmation Code, located in the confirmation email you received from Fitbit when you made your purchase.

Garmin

Support requests can be submitted online or by phone. Call or email Garmin Product Support to request a Return Merchandise Authorization (RMA) number.
Online: Garmin Repair Landing
Phone: 800.800.1020 or 913.397.8200
You will need to provide:
             1. The tracker serial number (if applicable)
             2. A return shipping address
             3. A daytime phone number

Misfit

Support requests can be submitted online or via email.
Online: https://help.misfitsmarket.com/contact/custom-contact-form-S1NAIK1Iw
‍Email: help@misfit.com
You will need to provide:
             1. The Misfit account email address you use to link your wearable.
             2. Find this at misfit.com > Me/Profile > Settings (top right) > Account Info
             3. A close-up photo of your Misfit tracker with the serial number in the little white square clearly visible.
             4. Misfit Order ID, located in the confirmation email you received from Misfit when you made your purchase.

Nokia (formerly Withings)

Support requests should be submitted by email.
Email: Corp-support@withings.com
You will need to provide:
             1. Detailed description about the problem you’re having with your tracker.
             2. Your Nokia Order ID, located in the confirmation email you received from Nokia when you made your purchase.

All purchases made via the My Vera Device Store come with a 30-day satisfaction guarantee.

If you're not happy with your purchase, return it within 30 days of the purchase date for a full refund, excluding original shipping charges. We will credit the payment method you used to make your purchase upon receiving your return. You are responsible for the return shipping costs.

For more information about making a return, please call support at 866-970-2289.

Please note: Activity trackers come with a 1-year manufacturer’s warranty. To return or replace a defective tracker within the warranty period, please refer to the FAQ outlining manufacturer details and replacement processes.

The steps tracking program lets you earn points for reaching steps-count goals each day. There are three goals that you can hit in a day, each one offering the chance to walk more and earn more points. The goals and corresponding number of points you can earn depends on your program.

Programs may go by different names (such as Steps, or Get Active), but they are all structured the same way.

Viewing your program goals
To view your program goals, navigate to the steps tracking program page from your home screen or Benefits page.

This will bring you to a screen that shows the goals, your daily steps count, and the points you earned for reaching those goals.

The sleep tracking program awards users points for logging their sleep each night. Your particular program may have its own name (such as Zzz’s or Rest Well), but all programs work the same way.

Earning points

You must track at least 2 consecutive hours of sleep to earn your points for the day.

Viewing your progress

To monitor your progress, navigate to the sleep tracking program page from your home screen or Benefits page.

This will bring you to a screen where you’ll see the number of days you correctly logged your sleep and the number of points you earned during that month.

Tracking your sleep

You can track your sleep using either a wearable or a tracking service app that allows you to manually enter your sleep. For a list of compatible sleep trackers, click here.

To ensure that your tracked activities are up-to-date in the app and earning you points, manually sync your activity tracker with its third-party tracking service every 30 days. (For example, sync your Fitbit wearable with your Fitbit account.)

Yes, you can manually add activity through the Castlight app or the website.

Once you’ve signed in, select the “Log manually” link located near your steps, food, and sleep programs.

Choose the day you’d like to add activity for, up to 30 days prior to the current date. Use the slider to add steps, food, and sleep.

You can also convert other activities to steps by selecting “More activities.” Choose from a list of popular activities or log a custom entry.

You can convert other activities to steps by selecting “More activities” from the “Log manually” link located near your steps, sleep, and food programs. Choose from a list of popular activities or log a custom entry.

You can manually add activity up to 30 days before the current date.

If you’re not receiving points for food tracking, try these troubleshooting steps:

1. Make sure your tracking service is properly linked to the app.
2. Make sure you’re logging at least 800 calories per day to earn points.

If you’re not receiving points for sleep tracking, try these troubleshooting steps:

1. Make sure your tracking service is properly linked to the app.
2. Manually sync your activity tracker with its third-party tracking service every 30 days. (For example, sync your Fitbit wearable with your Fitbit account.)
3. Make sure you’re logging at least 2 hours of continuous sleep per night to earn points. (A half-hour power nap won’t count!)

Note: The Garmin vívokí and Forerunner 35 will NOT sync sleep data with the app.

The Fitness Tracker Incentive is a gift that your employer may have extended to encourage you to take a step toward a healthier, happier life. The incentive comes in the form of an Amazon voucher that can be put toward the purchase of any eligible activity tracker via Amazon.com.

If you qualify, you can access the Fitness Tracker Incentive in the More menu.

1. Open My Vera on your desktop or mobile app.
2. Go to the More menu.
3. Scroll down and select Tracker Incentive

If you qualify, you can access the Fitness Tracker Incentive in the More menu and then follow the steps below to redeem your voucher.

1. Claim your Fitness Tracker Incentive
2. Go to https://www.amazon.com/gc/pv/redeem
3. Enter your voucher code
4. Shop for eligible activity trackers
5. Link your activity tracker in our Get Active feature to earn points

All purchases made using the Fitness Tracker Incentive on Amazon.com are subject to Amazon.com's return policy. Please consult Amazon.com if you'd like to return a purchase.

In the event a purchase made using the Fitness Tracker Incentive is returned or cancelled, the balance is always refunded back to the Amazon product voucher.

In the event a purchase made using the Amazon Fitness Voucher is returned or cancelled, the balance is always refunded back to the Amazon Fitness Voucher.

Amazon Fitness Voucher(s) may be subject to tax upon redemption in line with state and local sales tax policy. These taxes are deducted directly from your paycheck.

If your employer offers rewards, you can access the Rewards Center from your desktop or mobile app.

1. Open My Vera on your desktop or mobile app.
2. On the home screen, select Point Balance. This will take you to Ways to Earn.
3. Select Redeem Points to go to the Rewards Center.

The Rewards Center is where you’ll be able to see how many points you have to spend on prizes or sweepstakes entries, and the prizes you can buy.

To redeem your points…
‍

1. Click Buy to redeem points for a reward or Enter to Win to redeem points for a sweepstakes entry.
2. Indicate the quantity and click Select. (You can enter a sweepstakes as many times as you’d like, provided you have the points, to increase your chances of winning.)
3. Confirm your choice.

Please note: All sales are final and non-refundable. Once you redeem your points, we cannot issue a refund unless an item is out of stock.

Once you redeem your reward, you’ll receive a confirmation email. If you’ve selected a digital prize, for instance an Amazon gift card, expect a second email with the redemption code.

Please allow 1 to 2 weeks for delivery. If you haven’t received your reward after 4 weeks, please contact orders@castlighthealth.com to check the status.

You can view the sweepstakes rules here.

Once you’ve redeemed points for a physical reward or prize, please allow 1-2 weeks for delivery. (For sweepstakes and challenge prizes, participants will first receive an email notification announcing the winners.)

You’ll then receive a follow-up email notifying you when your reward or sweepstakes prize has been delivered (either by email or package shipment, depending on the item).

Here are some timetables for other rewards you can redeem:

Digital products:

Orders are filled within 24 hours of being placed. You’ll receive an email with redemption instructions at that time.

Donations:

The donation will be made on your behalf. The timing of the donation varies based on the charitable organization you selected.

HSA/HRA contributions or a medical contribution discount:

These rewards are fulfilled according to a predetermined schedule set by your employer. Please refer to the incentives details in the Rewards Center.

For questions, email us at fulfillment@castlighthealth.com and include your order number. Retain this email for your records.

Rewards and prizes are considered taxable income.

Sometimes your employer will cover the tax on prizes or rewards. If an employer chooses not to do so, all applicable taxes will be deducted from your paycheck.

If the item is taxable, you’ll see a disclaimer that explains how the item is taxed. You can also contact us at support@castlighthealth.com for more information.

There are no returns, refunds, or exchanges (of rewards or points) in the Rewards Center.

Once you’ve redeemed your points for a reward or a sweepstakes entry, all sales are final. We encourage you to contact support@castlighthealth.com with questions or concerns prior to redeeming points.

Occasionally, prizes will reach their limit for redemptions and an item will be out of stock. When this happens, we’ll contact your employer to determine if that particular reward will be re-stocked.

Rewards and prizes are selected by your employer, and we cannot offer or re-stock an item without an employer’s consent.

Sometimes rewards are not renewed, or are replaced by a different item, and therefore will no longer be available in the Rewards Center.

You can join the challenge by clicking on the card on the homescreen of the Castlight app. If you don't have the app, download it from your device's app store and register for your account.

If you already have the app make sure you update to the latest version before starting the challenge.

Yes, you can join the challenge at any point during the challenge period.

Challenge dates are determined by your employer. Reach out to your benefits team for more information.

Eligibility for a challenge is determined by your employer. Reach out to your benefits team for more information.

No, you cannot unenroll from the challenge. But you can choose to stop actively participating at any time.

No, you do not need an activity tracker to participate in the challenge. But you'll progress faster in the challenge if you have an activity tracker.

There are several ways to link your activity tracker:

• Before the challenge has started, select “Link a tracker” on the countdown screen and follow the onscreen instructions.
• After the challenge has started, click “Tracker not linked” on the top left of the challenge screen and follow the on-screen instructions.

You can sync your steps whenever you like during the challenge. There is no requirement. We recommend syncing your steps daily to progress faster through the challenge. Simply open the My Vera app and your data should sync automatically.

To ensure that your data is updated in the challenge, you must first make sure that your data is updated in your activity tracking service. For example, you need to sync your Fitbit wearable to the Fitbit app for your steps data to be current before that information will be reflected in the challenge.

You must sync your steps within 3 days after the challenge ends for those steps to count.

Prizes for participating in the challenge are determined by your employer. Find more details on your challenge timeline page inside the My Vera mobile app or reach out to your benefits team.

The Walk With Friends challenge is a social steps challenge. Participate in activities—like taking a walk with your friends or meeting a daily step goal—to unlock new levels.

You can participate on your own by completing challenge activities like meeting your daily steps goal. But you'll progress faster in the challenge if you tag walks that you've taken with your coworkers or friends.

While you can log walks that you take with any person, generally, participation in the challenge is limited to those on your employer's benefit plan. Reach out to your benefits team for more information about who's eligible to participate.

After you take a walk with someone (or multiple people), you can "tag" those individuals to let us know that you walked with them. If the person you tag is also participating in the challenge, they will receive a notification that you tagged them. You (and whoever you tag) will receive gems for your first tagged walk of the day. If you record a walk and tag someone who isn't a challenge participant—like your pet—you will still receive gems for the walk.

You earn gems when you complete different challenge activities. Collect enough gems to unlock new levels and progress through the challenge.

You'll only receive gems for the first walk that you tag someone, or are tagged in, each day. However, taking more walks means you're taking more daily steps—which means you can earn gems from reaching your daily steps goal.

Visit your timeline to see who you've walked with each day.

Yes, challenge participants will be able to see all other players in the tagging list. People who have tagged you after a walk can also see you on their timeline.

Challenge participants are also able to see other players who are on their same level. On the main challenge course, you’ll see other players’ photos or default profiles in the background. Click on a profile image to see their stats. From a player's profile, you can search for all other players and see their profile.

A leaderboard challenge is a team-based steps challenge. Team up with coworkers to compete for prizes and top spots on the leaderboard!

You can find the challenge on the homescreen of the My Vera app. If you don't have the My Vera app, download it from your device's app store and register for your account.

Challenge dates are determined by your employer. Reach out to your benefits team for more information.

Yes, you can join at any point during the challenge period.

Leaderboard challenges are team-based—that’s part of the fun! Joining a team is easy.

You can create a team and invite others to join, you can join an existing team, or you can choose to be randomly matched with others who are looking for a team.

Teams made up of randomly matched players will have a team name, banner, and logo automatically created for them. Anyone can join these teams at any time during the challenge.

Team captains are responsible for recruiting and inviting team members, editing the team’s profile, and managing requests to join the team. Team captains should set a positive tone and motivate their team to participate, encourage players that are struggling, and celebrate small wins.

If you choose to be randomly placed on a team, there will not be a team captain. Anyone can join at any time during the challenge.

Gems are used to calculate a team's leaderboard ranking: teams are ranked based on the gem total of all team members.

Gems can be earned by reaching a daily step goal. Each goal can be completed once per day.

Daily Step GoalGems Earned
5K                                10
10K                             10
15K                             4
20K                             3
25K                             2

There are 10 levels.

When users reach level 10, they have "finished" the Challenge. So the team finishes when they make it to level 10, NOT when they finish level 10. Level 10 is considered a "bonus" level, where users can continue earning gems (and points, if configured) until the last day of the Challenge, as configured by the customer in UMC. This provides a way for high performing teams to continue engaging, even after they have reached the end. Once the Challenge ends, the app UI will show two different rankings:

• The rankings of which teams finished first. Technically, the team that finishes first is the "winner".
• We also show the rankings of the teams in order of total gems earned.

IN our UMC reporting, we show data both on the top teams in terms of finishing time, as well as top teams in terms of top gem and step earners, both on individual and team basis. So the customer can choose to offer rewards based on any of these criteria. Our recommendation is to reward the top finishing teams, since that is consistent with the main user experience of Race to the Finish Challenge.

The number of gems it takes to move to the next stage is dynamic based on the maximum team size configured. So for example, if the team size is set to 10, it takes more gems to get to the next stage than if the team size is set to 3. Race to the Finish is designed to be a 4 week challenge, where an average team will progress about every 2.5 days.

Race to the Finish is designed to be a 4 week challenge, where an average team will progress to the next level about every 2.5 days.

Team chat for CYOC launched Dec, 2021.

The max number of users is 50 people.

Similar to the leaderboard challenge experience, the user can earn gems by hitting step milestones. The users are then ranked by the total number of gams earned.

There are no teams in CYOC, users are competing against each other during the challenge.

Yes, winners are the The top 3 participants who earn the most steps

Users can invite all registered users. They cannot invite unregistered users

Users cannot earn points / rewards / sweepstakes for a CYOC challenge.

No, CYOC functionality is disabled when another challenge is happening. A user cannot start CYOC during the same time as a company wide challenge. The challenge creation functionality will be automatically disabled in the app starting 8 days prior to company wide challenge start date.

Yes, at this time (March, 2022) the time is not editable.

• There are no customizations at the employer level for CYOC
• Users can customize the CYOC experience, by selecting the challenge title, Challenge banner and challenge icon.

They cannot cancel or delete the challenge, it LL block them for joining any other challenge for a period 10 days ie 7 days for the challenge and 3 days for Grace period

No. However, if a user is a part of both the segments then they can enroll into two or more company wide challenges (NOT CYOC).

The duration of Recharge is configurable; however, 14 days is the recommended time frame.

20 gems are needed to progress a team to the next level.

Recharge is offered in 19 languages: American English, German, Japanese, Latin American Spanish, European Spanish, Chinese (Simplified), Chinese (Traditional), French, French Canadian, Brazilian Portuguese, European Portuguese, Italian, Dutch (Netherlands), Malay, Thai, Korean, Polish, Turkish, Hindi.

The duration of the Recharge experience can be customized on the employer level.

Yes, Reward Center Points and Custom Sweepstakes are available to be configured on/off for joining the Recharge experience.

Yes, members can cheer each other on through team chat. Additionally, journal entries may be shared on the team chat to boost peer engagement and foster social support.

Yes, Recharge is available on both mobile and desktop.

There are 10 Activities:

• Level 1 - Unwind with Deep Breathing
• Level 2 - Sound Sessions
• Level 3 - Build Gratitude Attitude
• Level 4 - Green Exercise
• Level 5 - Picture This
• Level 6 - Mantra
• Level 7 - Mood Food
• Level 8 - Window Gaze
• Level 9 - Connect with a Friend or Family Member
• Level 10 - Looking Back, Looking Forward

The Active Breathing exercise can be completed at each level.

Members in the team need to be active in Recharge for the team to progress to the next level. However, based on the participation of the members on a team, it is possible for a team to progress to the next level where some members may unlock new levels without completing all previous levels.

Members can always go back to the missed level to record their response. The gems that they earn by doing this activity will get added to the team’s cumulative score.

Yes, when teams reach any next level, members will be able to access any previous level and complete activities.

The size of the team can be as small as 2 members or as large as 10. However, it is recommended to keep the team size fixed at 6 members.

All eligible members in a segment can participate in Recharge.

Yes, a member can join a team if they have an invitation to join a particular team, or if a Team Captain accepts their request to join.

No, once a member is added to a team they may not be removed.

16:00 HRS GMT / 9:00 AM PST

Enrollment has started, enrollment reminder, Recharge has begun, team invitations, team join requests, level-up notifications, and re-engagement reminders.

Common uses of My Vera include:

• Comparing nearby doctors, medical facilities, and healthcare services based on the price you’ll pay and quality of care.
• Seeing personalized cost estimates based on your location, your health plan, and whether or not you’ve already paid your deductible.
• Reviewing step-by-step explanations of past medical spending so you know how much you paid and why.
• Receiving recommendations about ways to save money and find high-quality care.

Use My Vera when your doctor recommends labs, specialists, and other medical services. You’ll be able to learn about your choices and the associated costs and quality. Many doctors suggest specialists, labs, and other medical facilities without having any idea how much they will charge you. Most doctors will happily provide you with multiple options to research on My Vera. You can also use My Vera to search for services for other members of your family. In addition, My Vera provides an easy and helpful way to understand your health plan and past care.

My Vera matches particular plan types with location information from providers. If you’re having trouble with the location of a particular doctor, the My Vera Support team can help you.

Quality data comes from a wide range of public and private sources including The Leapfrog Group for Patient Safety, The US Department of Health and Human Services, other governmental reporting agencies, and consumer ratings resources.

My Vera conforms to all federal and state healthcare laws and statutes including HIPAA. By default you will see past medical care records for yourself and your minor children. You will see only limited billing information (as required by law) for your spouse/domestic partner and adult dependents. However, your spouse/domestic partner and adult dependents can choose to change their profile settings to display full past medical care records.

Your spouse/domestic partner will see only their information and the information of minor children. You can choose to grant your spouse/domestic partner access to your past medical care records by changing your profile settings. Adult dependents can only see their own past medical care records.

It is not at all uncommon for providers go in and out of network as contracts with health plans are renewed/cancelled/negotiated/etc. Since a provider’s newly changed network status is not updated instantaneously in My Vera, we have to wait for the health plan to send us a provider’s updated network status. It is at this point in the process where the potential for some lag exists between a provider’s most updated network status vs the network status displayed on the health plan’s website vs the network status that appears in our application.