Via Benefits Accounts 4+

Updated Review:
Finally working with customer service the login issue has been resolved. They got back to me and wanted to delete my online account and reset it up. I told them mobile app was not worth the time to re-enter all my data back into the app, so they came back again saying to go through the steps to set up new account on the app. I used the same UID as I have on the website, it then asked me for my same web account password to login. It worked. This could have been an easy resolution if customer service and the tech support CS was consulting knew what to do right from the beginning. A more than 1 hour call with CS could have been 5 min. I increased star rating from 1 to 3. Won’t know more about the app itself until I have time to use it.

Initial Review:
I’m having the same problem that is reported by many others. The same website login credentials are not working. Will not let me set up new credentials or use forgot user ID or password. So far I have not been able to login to app. Customer support at ViaBenefits is unaware of this issue and so far has been unable to provide a resolution. Support ticket being issued. We’ll see if login issue will be resolved.

This via benefits mobile app is much easier to use than submitting using a computer. However, certain data gets entered using scroll wheels at the bottom of the screen. These scroll wheels have very tiny labels, making them hard to see for people who haave vision difficulties. Also, on a few screens the button that needs to be pressed does not appear in the visible screen area but requires a user to drag the display up slightly to find it. Overall, a good app.

I upgraded to the latest version of the app for iPad. The same issues noted above still apply. And after I used the iPad camera to take images of my documentation, the camera kept looking for and trying to take another set without my initiating anything. Then I had multiple images and needed to figure out how to delete the ones I didn’t want. It was a bit frustrating until I finally got a readable image and was able to hit the button to save the image before the camera took another.

Willie

I would love to know how this app came to exist. The Acclaris experience was truly dismal so I had a lot of hope for the ViaBenefits rebrand and app.

I’m so confused who designed this app and why. It’s like the people who designed this app have never seen another app in their lives. Want to edit your provider details? Good luck magically figuring out the only way is to select the provider in your claim and only then will the option to edit their details reveal itself. I have 3 copies of the same provider because they moved and i couldn’t figure out how to change their address or delete and create a new provider. Now I can’t tell which is which.

Want to get reimbursed or make a payment? Don’t click on the account you want to use to make the payment obviously! /s It’s only available on the main home page.

Get confused and want to look at the help? Nope. Only option is to create a ticket.

Have more than 1 dependent being cared for? Oh well that’s not an option in the ViaBenefits world.

Please hire some UX and visual designers and user design researchers’ insights to guide a redesign. I can’t believe this app was made by a company who all they seem to do is make software like this! This feels like they had a extra “full stack” but really just backend dev write the app. It’s really bad.