WELLVOLUTION MEDI-CAL MEMBERS FREQUENTLY ASKED QUESTIONS (FAQs)
Getting StartedMaking ChangesTroubleshooting & 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 health platform for Blue Shield of California Promise Health Plan members. It offers lifestyle programs, tools, and apps to eligible members at no cost. Members take a quiz that Wellvolution uses to find areas to improve their health. Members are then matched with a program that is right for them.
Q: What programs are available through Wellvolution?
A: There are programs to help you lose weight, control and reduce your risk of developing type 2 diabetes, manage anxiety and depression, quit smoking, improve sleep, reduce stress, and more.
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 one health goal at a time. For example, you may not enroll in more than one cardiometabolic program at a time. Cardiometabolic programs include weight management, diabetes prevention and diabetes management.
Q: How do you access Wellvolution programs?
A: Follow these steps:
- Sign up or log-in with your Blue Shield Promise online account or by entering your email and password.
- For a new account you may need to enter your Blue Shield Promise member ID and date of birth.
- We’ll confirm you’re eligible to join Wellvolution at no cost based on your information.
After confirming your eligibility:
- Answer the Wellvolution survey questions. These questions ask about your lifestyle, health, and health goals.
- Find a program from the list of suggested options. Then select Launch program website to register.
- Follow the registration instructions listed on the program’s web page.
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?
Wellvolution is a central platform that helps connect you to a health program that meets your needs. When you choose a Wellvolution program, you must also register with the provider of that specific program. Programs are delivered by top providers who focus on different health conditions. These providers use apps to deliver their services and interact with you. You will receive follow-up emails from the program or Wellvolution.
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: Why don’t you qualify for a specific program when you choose to see other programs available to you?
A: Some programs are designed for members with certain health conditions or risks. This is determined by a member’s health status, health history, and lifestyle as noted in their responses to the survey. If you got a suggestion for a different program, we hope you’ll give it a try. If you need help with eligibility or have 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 access Wellvolution if you do not have a smartphone?
A: Yes, you can access Wellvolution and our programs using an internet browser on a computer or tablet. You must have a valid email address and verify your eligibility using your Blue Shield Promise member ID or date of birth to create an account.
Q: Can you use your Blue Shield Promise login information to access Wellvolution?
A: Yes, if you already have a Blue Shield Promise 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 Promise online account?
A: You do not need to have a Blue Shield Promise account. You can create a Wellvolution account on the Wellvolution website. You will need a valid email address and your member ID or date of birth.
Q: You have high blood pressure, high cholesterol, or other chronic health conditions. Is it safe for you to participate?
A: Doctors designed Wellvolution programs to support those with chronic conditions through lifestyle education and guidance. If you worry 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 any 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: Program providers may reach out to you once you enroll in their program. You may also receive reminder emails if you chose a program but have not started it. Sometimes providers advertise to the public and you may be part of who they reach out to.
Wellvolution programs 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 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.
Making Changes
Q: I signed up for Wellvolution and chose a program, but I got an email saying I need to finish creating my account. Why did I get the email?
A: Usually members receive this email if they did not complete the signup process with the Wellvolution program provider. Once you complete the signup process on the Wellvolution site, you will need to register on the program provider’s website.
Q: I recently updated my email address on the Blue Shield Promise member portal and noticed my new email address didn't get updated on Wellvolution. How can I update my email address on Wellvolution?
A: Please call the Wellvolution customer support line at (866) 671-9644 TTY: 711, Monday – Friday, 6 a.m. – 6 p.m. to update your email address on Wellvolution.
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.
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 for 365 days to 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 Promise 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. The message will include a link to renewal options.
You can reenroll through Wellvolution at no 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.
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 receive a Fitbit activity 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 choose a Fitbit tracker for no 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, 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?
A: Technology can be helpful at making our lives easier – especially when it comes to tracking weight loss progress. To set you up for success, wireless scales are offered to members participating in certain online-only programs, such as the Diabetes Prevention Program. If you enroll in a program to prevent or treat diabetes or to lose weight, the program provider will mail you a wireless scale at the start of the program.
Blue Shield of California receives the BIG Innovation award for Wellvolution, which recognizes organizations and people who bring new ideas to life. Whether that idea is big or small, these ideas change the way we experience the world.