ANSWERS TO FREQUENTLY ASKED QUESTIONS
Getting StartedTroubleshooting & SupportAdditional Perks
Need to call someone?
Wellvolution customer support: 866.671.9644 (TTY 711)
Blue Shield Customer Care line: 800.393.6130
Getting Started
Q: What is Wellvolution?
A: Wellvolution® is a Blue Shield of California health platform that offers a select collection of lifestyle programs, tools, and apps to qualified members at no extra cost.* Members take a health survey that Wellvolution uses to find areas to improve their health. Members are then matched with a program that may be right for them.
Q: Do you have access to Wellvolution?
A: Members of most Blue Shield health plans have access to Wellvolution. To find out if you are eligible:
1. Go to Wellvolution.com and click log in or register.
2. Sign up or log-in with your Blue Shield online account or by entering your email and password; for a new account you may need to enter your Blue Shield member ID and date of birth.
3. We’ll confirm you’re eligible to join Wellvolution at no extra cost based on your information.
Q: What programs are available through Wellvolution?
A: Wellvolution offers programs from top providers who focus on different health conditions. There are programs designed to help you lose weight, control and treat or prevent type 2 diabetes, reduce pain, increase strength, quit smoking, improve sleep, reduce stress, manage anxiety and depression, lower blood pressure and more.
Some programs may not be available to all members, including the Diabetes Prevention Program. Your eligibility will be determined based on your health plan when you register. Qualifying for programs is based on health information.
If you are a member of a plan that doesn’t offer Wellvolution, you may still be eligible for the Diabetes Prevention Program, which is designed to help you reach your optimal weight and reduce your risk of developing type 2 diabetes.
Q: What happens if you don’t qualify for the program you choose?
A: Some Wellvolution programs are designed for members with certain health conditions or at risk of developing type 2 diabetes. This is determined by health status, health history, and lifestyle as noted in a member’s responses to the health survey. There may be other programs that you do qualify for, which will be determined by the health survey for that program area. If you need help with qualifying or eligibility or have other questions, please call Wellvolution customer service at (866) 671-9644 (TTY: 711), 6 a.m. to 6 p.m. PT, Monday through Friday.
Q: Can you enroll in more than one Wellvolution program?
A: You may join more than one program if each program is for a different health goal. You may not be enrolled in more than one program related to the same health goal at a time. We encourage you to select more than one health goal. For example, you may not enroll in more than one cardiometabolic program at a time. Cardiometabolic programs include weight management, diabetes prevention and management, and blood pressure management.
Q: When you choose a program, you’re prompted to download an app or go to a separate website. Why are you being asked to register a second time for a specific program?
A: Wellvolution is a central platform that lets you choose health programs to meet your needs. Individual programs in Wellvolution are delivered by providers, most of whom use apps as their way to interact with you and deliver services. If you experience a second enrollment process, it’s to set you up with your selected Wellvolution health provider.
Q: After signing up for Wellvolution and choosing a program, you got an email saying to finish creating your account. Why did you get this email?
A: You will receive this email if you did not complete the sign-up process with the program provider. Once you complete the sign-up process on Wellvolution, you also will need to register on the program provider’s website to complete the process.
Q: After signing up for a program, what are the next steps to get started?
A: It depends on the program you selected. Usually after selecting Launch program website on Wellvolution, you will be directed to the provider’s web page to sign up. You may also receive follow-up communication from the program or Wellvolution. You can always log in to Wellvolution to get to your selected program from your dashboard.
Q: Why can’t you enroll in a program after choosing to view available programs and seeing a list of options?
A: We have created a “Browse all programs” option, but you must be qualified for the program you select to join. If you are qualified, you will be able to enroll in that program.
Q: What happens after you sign up for Wellvolution, set your goal, and choose a program?
A: Once you select a program, you will be redirected to a new web page in a new browser tab to complete the final steps so that you can get started.
Q: Can you access Wellvolution if you do not have a smartphone?
A: Yes, you can access Wellvolution and our programs with an internet browser on a computer or tablet. You must have a valid email address and verify your eligibility using your Blue Shield member ID or Social Security number to create an account.
Q: Can you use your Blue Shield login information to access Wellvolution?
A: Yes, if you already have a Blue Shield online account, you can use those credentials to log in to Wellvolution without having to create a new account.
Q: How can you join Wellvolution if you don’t have a Blue Shield online account?
A: You do not need to have a Blue Shield account. Most members are eligible and have the option to sign up through Wellvolution. You will need a valid email address and your member ID or Social Security number to verify your eligibility.
Q: You have high blood pressure, high cholesterol, or other chronic health conditions. Is it safe for you to participate?
A: Wellvolution programs are specifically designed by doctors to support those with chronic conditions through coaching, education, guidance, and support. If you are concerned that your health may prevent you from following a program’s diet and exercise recommendations, talk to your healthcare provider before joining.
Q: Are there any programs that are safe when you’re pregnant?
A: Some programs are not recommended for those who are pregnant and will not be offered. If you are pregnant, check with your healthcare provider before starting a healthy lifestyle or preventive program. Once you are cleared, log in to Wellvolution and answer a health survey. This will help us find a program that is right for you.
Q: You got a promotional email from a program that says it’s part of Wellvolution. Is this legitimate?
A: If you are asked to sign up at blueshieldca.com or wellvolution.com (URL may include “/name of company” at the end), the message is legitimate. Program providers may reach out to those already participating in their program or who selected their program but haven’t started yet. In other cases, providers advertise to the public or may have gotten your contact information in some other way.
Please remember that Wellvolution will never ask you for your credit card information or to pay any fees or copays. If you receive a promotion and are unsure, do not select any links within the email. Instead log in to Wellvolution to see if you qualify for the program.
Q: How can you invite a friend to join, so you can participate together?
A: We’re glad you’re enjoying your program. If your friend is a Blue Shield of California tell them to visit wellvolution.com to see if they are eligible to sign up.
Q: You updated your email address in your Blue Shield online account but noticed it didn’t get updated on Wellvolution. How can you update your email address on Wellvolution?
A: Log in to your account and select Settings in the upper-right corner. From there, you can change your contact information.
You can also call Wellvolution customer service at (866) 671-9644 (TTY: 711), 6 a.m. to 6 p.m. PT, Monday through Friday, to update your information.
Troubleshooting & Support
Q: What if you have more than one account?
A: Wellvolution users with more than one account can now link those accounts on the website. If you get a duplicate account message, log out and then log back in. If you need help, call Wellvolution customer service at (866) 671-9644 (TTY: 711), 6 a.m. to 6 p.m. PT, Monday through Friday.
Q: You tried to reset your password. What should you do if you didn’t receive a password reset email?
A: Check your spam or junk mail folder in your email account. If you still can’t find the reset password email, call Wellvolution customer service at (866) 671-9644 (TTY: 711), 6 a.m. to 6 p.m. PT, Monday through Friday, for help.
Q: You qualified for a coaching program last year. But when you tried to re-enroll this year, it says you’re not qualified. Why? Who can you call?
A: There could be a few reasons you no longer qualify. If your health has improved or you have lost more weight since you enrolled last year, your lowered risk may mean you no longer meet the qualifying criteria. Another reason could be that you’re enrolled in a different program with the same health goal. If you need help navigating eligibility or have questions, call Wellvolution customer service at (866) 671-9644 (TTY: 711), 6 a.m. to 6 p.m. PT, Monday through Friday.
Q: How will you know when your mental health program access expires? How do you renew?
A: After enrolling in a mental health program, you will have access to 365 days of premium mental health content. A program may send you in-app messages about your renewal options toward the end of your access period. Blue Shield will also send you email reminders encouraging you to renew and what steps to take.
If you are enrolled in Headspace®,† you will receive an in-app message that says, “Your access to Headspace premium content has expired. Please contact your health plan for details on how to renew this subscription.”
If you are enrolled in Headspace Care™,† you will receive an in-app message that says your access has expired, as well as a link to renewal options.
You can reenroll through Wellvolution at no extra cost. To reenroll and keep your same coach, log in to Wellvolution, choose your mental health goal, and take the health survey again. You can then select the same mental health program to pick up where you left off.
Non-Medicare: Depending on your plan, there may be out-of-pocket costs for additional programs like video therapy and psychiatry via Headspace.
Additional Perks
Q: Will you get a Fitbit tracker with your Wellvolution program?
A: Getting a Fitbit® tracker depends on your program and participation. After enrolling in one of our programs to prevent or treat diabetes or to lose weight, you need to participate actively in the program during the first 28 days. If you do, you can be eligible for a Fitbit tracker. Talk with your program coach to learn what counts as active participation.
Q: How do you claim your Fitbit tracker?
A: Once you are eligible for a Fitbit tracker, you will receive an email with a special product code and a link to a web page. On that page, you can select a Fitbit tracker for no extra cost or buy a premium model at a discounted rate.
If you lose the email with your code to claim your Fitbit tracker, you can email wellvolution@soleranetwork.com or call (866) 671-9644 (TTY: 711), 6 a.m. to 6 p.m. PT, Monday through Friday.
Q: If you do not receive an email with your Fitbit product code, who can you call?
A: Please call Wellvolution customer service at (866) 671-9644 (TTY: 711), 6 a.m. to 6 p.m. PT, Monday through Friday.
Q: If you do not receive your Fitbit tracker after claiming your code, who should you contact?
A: It can take up to a week for your Fitbit tracker to ship. If you need help with your order, contact Fitbit customer service at help.fitbit.com/cwsupport, email support@razr-fitbitstore.com, or call (844) 534-8248 (TTY: 711), 4 a.m. to 9 p.m. PT, seven days a week.
Q: Will you get a wireless scale when you enroll in a program?