Frequently Asked Questions

About engage

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

Unlike other online services, Engage is 100% personalized for you based on your unique health benefits. With Engage, you’ll feel great about your health decisions.

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 are not 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.

Castlight is Anthem’s technology partner. You may see the Castlight name from time to time, but the Engage app is brought to you by Anthem and your employer.

Using the App

Engage’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 Engage through your phone’s web browser. Start using the mobile app today by visiting https://engage.castlighthealth.com/app.

If you have a BlackBerry or Windows Phone:

Unfortunately, BlackBerry phones are not compatible. If you have a BlackBerry and you’d like to participate, you’ll need to access the app on your computer and use a wearable activity tracker from Fitbit or Garmin to sync your data. To access the app on the Web, click here.

If you have a Windows Phone, you can participate using a Fitbit wearable tracker. Or you can use a Garmin wearable and access the app on your computer.

For information on setting up your Fitbit or Garmin trackers, click here.

BlackBerry

At this time, there are no tracking apps for BlackBerry that are compatible. If you have a BlackBerry phone and would like to participate, you’ll need to use a wearable activity tracker from Fitbit or Garmin and sync your data using your computer.


Windows Phone

If you have a Windows Phone, you can participate using a Fitbit wearable tracker. Or you can use a Garmin wearable and access the app through a computer.


Fitbit

To set up your Fitbit:

  1. Download the Fitbit app from the Windows Store and set up your account and wearable.
  2. Open the app on your phone’s web browser.
  3. Link your Fitbit to the app.

To sync your data between your Fitbit and the app:

  1. Sync your wearable to the Fitbit app.
  2. Open the app on your phone’s web browser and your Fitbit data will sync automatically.

Garmin

To link your Garmin, refer to this FAQ.

Yes. If you don’t have a smartphone, you can access the app on the web, at engage-wellbeing.com. Though the app works with all browsers, Chrome and Firefox are recommended. (For a complete list of supported browsers, click here.)

To find out which activity trackers you can use without a smartphone for the steps, sleep, and food tracking programs, click here.

There are several options for tracking your steps, sleep, and food without a smartphone.

Steps and Sleep

You can track your steps or sleep using a Fitbit or Garmin wearable and a computer.

To set up:

  1. Make sure you’ve set up your Fitbit or Garmin account and your wearable using your computer.
  2. Open the app on your web browser.
  3. Link your Fitbit or Garmin account.

To sync your data between your tracker and the app:

  1. Sync your data from your wearable to Fitbit or Garmin using your computer.
  2. Open the app on your web browser and your Fitbit or Garmin data will automatically sync.

Food

You can track your food using Fitbit, MyDietitian, or MyFitnessPal on your computer.

Fitbit

To set up your Fitbit:

  1. Set up your Fitbit account and your wearable using your computer.
  2. Open the app on your web browser.
  3. Link your Fitbit account.

To sync your data between your Fitbit and the app:

  1. Make sure you’ve logged your food for the days you wish to sync.
  2. Open the app on your web browser and your Fitbit data will automatically sync.

MyFitnessPal & MyDietitian

To set up MyFitnessPal or MyDietitian:

  1. Set up your MyFitnessPal or MyDietitian account using your computer.
  2. Open the app on your web browser.
  3. Link your MyFitnessPal or MyDietitian account.

To sync your data between MyFitnessPal or MyDietitian with the app, make sure you’ve logged your food for the days you wish to sync.

Open the app on your web browser and your food data will automatically sync.

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.

Depending on your employer, some programs may be available to you, but not to your spouse or a co-worker—and vice-versa. That's because some programs have eligibility requirements tied to your medical plan, your employment status, or other considerations.

If you have questions about your eligibility for a particular program, please reach out to your company’s benefits department. If your benefits department confirms that you should be eligible, please contact us at support@engage-wellbeing.com for more information.

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.

To sign out…

  1. Click Profile.
  2. At the top-right corner of the screen, click the gear icon to open your Settings.
  3. Tap Sign out.

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 points 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, 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@engage-wellbeing.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@engage-wellbeing.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@engage-wellbeing.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@engage-wellbeing.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@engage-wellbeing.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@engage-wellbeing.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@engage-wellbeing.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@engage-wellbeing.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@engage-wellbeing.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@engage-wellbeing.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.

If you're having trouble logging your food, or you think you’re not earning the correct number of points, call the Member Services number on your insurance card to speak to the Member Experience team.

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.


Manually tracking your steps

If your program gives you the option to manually track your steps, make sure to enter all your steps counts over the course of a day. For example, if you walk 2,000 steps in the morning and enter that in, and then you walk 3,000 more steps in the afternoon or evening, you’ll need to enter 5,000 steps into the app. Otherwise, the 3,000 steps you logged in the afternoon will simply replace the 2,000 steps from the morning, rather than being added to them.

Step counts expire at the end of each day, so make sure to log your information daily.

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 recording your food within the “look-back period,” or timeframe, set by your employer. You'll find this information under Explore.
    • Click Explore > Programs > See All > Details under your food-tracking program.
  3. Make sure you’re logging at least 800 calories per day to earn points.

If none of these steps work, please call the Member Services number on your insurance card to speak to the Member Experience team.

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!)

If you’ve followed these steps but still aren’t receiving the correct points for your sleep tracking, please call the Member Services number on your insurance card to speak to the Member Experience team.

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@engage-wellbeing.com to check the status.

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@engage-wellbeing.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@engage-wellbeing.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@engage-wellbeing.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.


Have more questions? We’re happy to help!

For questions about...

Registration Call the Help Desk at 1-866-755-2680, available weekdays, 8:00am to 8:00pm ET
Provider search Call the Member Services number on your insurance card
Past care claims Call the Member Services number on your insurance card
Dental coverage Call the Member Services number on your insurance card -or- call your dental specialty number
Store purchases Email orders@engage-wellbeing.com. We’ll respond within 48 hours.
Points Call the Member Services number on your insurance card
Activity tracker troubleshooting Call the Help Desk at 1-866-755-2680, available weekdays, 8:00am to 8:00pm ET
Rewards fulfillment Email orders@engage-wellbeing.com. We’ll respond within 48 hours.

Want to email us with a general question? Reach us at support@engage-wellbeing.com.