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 your personalized healthcare assistant. It’s provided for free by your employer and is completely confidential. Castlight is designed for you to get more out of your health plan and benefits so you can experience your healthcare in a whole new way.

Unlike other online services, Castlight is 100% personalized for you, based on your unique health plan and benefits. With Castlight, you’ll see a clear picture of your health information so you can feel great about your health decisions. We'll help you get more out of your health plan and benefits so you can experience healthcare in a whole new way.

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, and we want to protect your account so only you and family members on your plan can access it. In order to personalize your account, we first need to confirm that your personal information matches the information we’ve 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 given you access to search for providers, you can complete a search by using the search bar at the top of the page. This will display a list of in-network providers in your zip code area. Select a provider name to learn more about that doctor or facility.

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

The app gives you a variety of ways to earn points for taking charge of your health and wellbeing. These may include connecting a fitness or sleep tracking device to the app and tracking your daily activities. You may also be able to earn points for simply using the features of the app. The more you use the app, the more points you’ll earn. We’ll display your point balance 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.

To find the Store...

  1. In the app, click on the appropriate program—steps, food, or sleep. You’ll see the programs listed either on your home screen or your Benefits page.
  2. Tap Link Tracker on the program page.
  3. Click on I need a tracker to go to the Store.

No. If your employer offers rewards and you don’t have a wearable activity tracker, there are several free tracking apps that you can use. For a list of compatible tracking 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 contact us at support@castlighthealth.com for more information.

All products in the 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. (Availability is based on inventory at that time. For information on when a particular item might be in stock, please reach out to us at support@castlighthealth.com.)

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

  1. Select History at the top right of the Store and find the item(s) you purchased.
  2. 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.

We have standard shipping and handling rates 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: Not all products can be shipped internationally as they are subject to the vendors’ individual shipping policies.

Why do you charge for shipping and handling?

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.

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.

To link an activity tracker for the first time…

  1. In the app, click Start next to the name of the appropriate program—steps, food, or sleep. You’ll see the programs listed either on your home screen or your Benefits page.
  2. Tap Link Tracker on the program page.
  3. Click I have a tracker and follow the on-screen prompts to link your activity tracking service.

Toggle a tracking service on/off or add a new one by clicking + on the top right.

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. You’ll find the steps tracking programs listed under “Wellbeing Programs” on the 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.)

No, you cannot manually input your activities in the app at this time.

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

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 get started…

  1. Click Rewards on the home screen. At the top of the screen, you’ll see your available points balance.
  2. You’ll also see a shopping bag icon. Click the shopping bag to view your purchase history and the number of points redeemed.
  3. Click All to see a listing of currently available rewards, and the number of points needed to buy an item.

Click on an item for more details.

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 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

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 join the challenge by clicking on the card 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.

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.

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

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.

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.

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

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'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.

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, click "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 onscreen 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 app or reach out to your benefits team.


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.

Call us at 1-888-722-0483

Email us at support@castlighthealth.com