Frequently Asked Questions

Some of the features described in these FAQs may not be available to you depending on how your employer has chosen to set up Castlight.

About Castlight

Castlight is a tool that helps you get the most out of your health plan and wellbeing benefits. You can use Castlight to find doctors and care, track your health spending, get recommendations to help you reach your health goals, and earn rewards for healthy activities.*

Castlight is provided for free by your employer and is completely confidential. *Some of the features described may not be available to you depending on how your employer has chosen to set up Castlight.

Unlike other online services, Castlight is personalized just for you, based on your health goals and programs offered by your employer.

Your employer has partnered with us so you can get the most out of your employee benefits. Everything you see in the app is personalized for you based on your plan and/or benefits.

Privacy and security

Your employer has partnered with us to keep your healthcare information private and secure. Your personal activities in the app aren’t shared with your employer. We’ve partnered with VeriSign to ensure adherence to some of the industry’s strictest security standards. We also keep your data safe in accordance with federal HIPAA guidelines. For more information, please read our privacy policy.

We take your privacy seriously. In order to protect your account, we need to confirm that your current personal information matches the information we received from your medical plan. Therefore, for security reasons, if your information doesn’t match, you won’t be able to access your account.

Using the App

Castlight’s mobile app works on most devices. It’s available for iOS 10.0+ and Android 5+. Download the app for free from the Apple App Store or Google Play. For other devices, you can access Castlight through your phone’s web browser. Start using the mobile app today by visiting us.castlighthealth.com/mobile.

We’re compatible with all major browsers, including Chrome, Firefox, Safari, Internet Explorer 11, and Microsoft Edge, and recommend always using the latest version of your browser.

Please note that Internet Explorer versions 10 or earlier may experience issues loading the app. Also, 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 Castlight benefits, you can search for care in the mobile app and via the desktop application.

On Castlight 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 Castlight 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.

Earning points

Castlight 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 Castlight, 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 Castlight with your mobile phone’s health tracker
  • Manually log activity in your Castlight 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.

Depending on your employer, you may have access to the Device Store.

  1. Open Castlight on your desktop or mobile app.
  2. Go to the More menu.
  3. Scroll down and select Device Store.

All products in the Device Store can be purchased using a credit card or Store credit, if that’s available to you.

If you have a credit, you’ll see the amount once you’re in the Store. The credit will automatically be applied to your purchase when you check out. Any remaining balance will be charged to your credit card.

For some items you’ll see our discounted price compared with the list price. If you have Store credit, the cost of an item after applying your credit will be displayed (if it says FREE, it means you have enough credit to cover the cost of the purchase).

If the item you wish to purchase is available in different sizes or colors, you’ll see an Options button when you select that item. For item specifications, please refer to the manufacturer’s website.

If you only see a Buy button, it means that the size and color shown is the only available option.

If you’ve made a purchase and would like to look up your order information:

  1. Open Castlight on your desktop or mobile app and go the the Device Store.
  2. At the top right of the Store, select History and find the item(s) you purchased.
  3. Below each item you’ll see an order number. Reference this number if you need to reach out to orders@castlighthealth.com.

When you select an item you’ll see the purchase information, including the shipping address, order date, cost to you, and the email address where a confirmation email was sent. If any of this information is incorrect, please contact us at orders@castlighthealth.com.

Standard shipping and handling rates apply for orders within the U.S. and internationally:

  • $5 for deliveries within the U.S., excluding U.S. territories
  • $25 for deliveries outside the U.S.

Please note: Orders are shipped by third-party vendors, and our flat fees help offset the fees they charge us, which vary by vendor, product, and location. Not all products can be shipped internationally as they are subject to the vendors’ individual shipping policies.

Orders are generally processed and shipped within 24 hours, unless the item is on backorder. You can expect to receive your wearable within 5 to 10 business days.

When you place an order through the Store, you’ll receive a confirmation email from us with an Order ID. Some manufacturers will also email you an Order Tracking Number.

If you want to check the status of an order and you didn’t receive an Order Tracking Number, contact orders@castlighthealth.com and we’ll be glad to help. Including your Order ID in your correspondence will speed up the process.

All purchases come with a 30-day satisfaction guarantee.

If for any reason you’re not happy with your purchase, return it within 30 days of the purchase date for a full refund. We will credit your Store account and refund your credit card, if applicable. You can then use your Store credit for something else if you’d like.

To make a return...

  1. Contact orders@castlighthealth.com (have your Order ID available) for the return center shipping address.
  2. Include all original packaging and accessories in your return.
  3. Include your Order ID with your return, either written on the shipping label or on a note inside the box.

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

  1. Open the Castlight 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 Castlight.

  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 Castlight icon and make sure that Dietary Energy, Sleep Analysis, Steps, and Workouts are all toggled on (green).

You can test to make sure the device is linked properly by walking around to ensure Apple Health is tracking your steps. If you are seeing steps in Apple Health, but not in Castlight, please send a screenshot of your Health steps by replying directly to this email.

Please note, in order for your steps from Apple Health to sync, you must open the Castlight app at least every 30 days. You may toggle a tracking service on/off or add a new one by clicking + on the top right.

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 http://app.jiff.com.
  3. On the Jiff home page, sign into your account, and select the More menu in the bottom right corner of your dashboard.
  4. Click Profile & Settings, then Activity.
  5. Turn off any trackers currently linked to your account by toggling them from green to grey within this screen.
  6. To re-link your device, on the Activity screen, click the plus sign in the upper right corner.
  7. Select GoogleFit and sign-in to your account.
  8. Accept the data sharing request to allow Jiff access to your tracking data.
  9. Once you’re back to Jiff, be sure GoogleFit is toggled on. 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 Jiff 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.jiff.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 available from the Store come with a manufacturer’s 1-year warranty. The terms of the warranty are set by the manufacturer, not by us.

If you need to replace a defective tracker, contact orders@castlighthealth.com with your Order ID to begin the process. You’ll receive instructions on how to redeem your warranty.

For your convenience, we’ve listed manufacturer contact information below, as well as what’s usually requested for returns and exchanges.


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 Order ID, located on the confirmation email you received when you made your purchase. If you can’t find the email, contact orders@castlighthealth.com.

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: misfit.com/contactform
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 (noted on your order confirmation email). If you can’t find this email, reach out to orders@castlighthealth.com and we can provide you with that ID.

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 your original order confirmation email from Nokia. If you can’t find this email, reach out to orders@castlighthealth.com.

The food tracking program encourages healthy eating habits by awarding you points (and even prizes!) for logging your food intake each day. Program names may vary—for instance, they may be called Bites or Eat Smart—but all have similar features and work the same way.

Receiving points
To earn points for food tracking, you must log at least 800 calories each day.

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

This will bring you to a screen where you’ll see the days you earned points for your food tracking and the number of points you earned so far that month.

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.

Redeeming rewards

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

  1. Open Castlight 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.

On desktop, the Rewards Center can also be accessed from the More menu in the top navigation.

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 1-2 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 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).

If your company handles its own fulfillment for employee prizes and rewards, they’ll have their own terms and policies. For questions or more details, please contact orders@castlighthealth.com.

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 you’re not sure whether an item is taxable, click on it, scroll down, and then click View Full Details.

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.

Participating in challenges

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 should sync your steps daily. Simply open the Castlight 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 Castlight mobile app or reach out to your benefits team.

Walk With Friends challenge

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.

Leaderboard challenge

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 Castlight app. If you don't have the Castlight 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 Goal Gems Earned
5K 10
10K 10
15K 4
20K 3
25K 2

Have more questions? We’re happy to help!

Get 1-1 support from a Castlight Guide, weekdays 8:00a.m. to 9:00p.m. ET.

Chat with support

Call us at 1-888-722-0483

Email us at support@castlighthealth.com