At Equitable, we focus on our clients. Now, we're creating an even better benefits experience for you. We're transforming the benefits experience so that it's intuitive, simple and meets your needs.
Changes to the login process
To start, we’ve updated the login process on EquitableHealth.ca and our mobile app, Equitable EZClaim. The following questions and answers explain this change – and the benefits to you.
Why did you change the way I log into my account on EquitableHealth.ca?
We’re committed to protecting your personal information. By introducing new digital controls, we’ve taken our robust security measures to the next level so we can continue keeping your personal data safe.
What’s changed?
You must use the email address that’s saved to your user profile on EquitableHealth.ca and your current password to log in. Your username doesn’t work anymore.
You can also login to your account quickly and safely by creating a passkey and enabling your biometrics so you can use your face or fingerprint to verify your identity. For more information, check out the ‘Passkey technology’ section below.
Do I still need my password to log into my account?
Yes, you must still use your current password to log in, along with your email address. If you can’t remember your password, click ‘Forgot password’ on the login page. You will be prompted to change your password using our new password requirements. For example, you must ensure your new password is at least 16 characters in length.
Why does my new password have to be so long?
Passwords are used to help protect your account access and personal information. A password should be easy for you to memorize but difficult for others to guess.
We recommend the following when setting your password:
- Consider adopting a phrase that’s easy to remember.
- Do not write your password down. But if you do, make sure it’s hidden in a safe place and that you’re the only one who understands its meaning.
- Do not store your password in your browser's memory if you use a public or shared computer.
- Do not share your password with anyone. Please note: Equitable will never contact you to request your password.
I share my email address with someone else. Can we both use that email address to log in to our EquitableHealth.ca accounts?
No. For security reasons, everyone – including plan members, plan administrators and advisors -- must use a unique email address to log in. The same address cannot be registered to more than one account.
If you share an email address with another user, you may not be able to log in to your account. Call us to update your email address so you can access your account again.
Spouses and dependent children of plan members don’t need to set up their own accounts. Plan members can still submit claims for their dependents.
I am an Equitable plan member. Do my spouse or dependants need to set up their own Equitable accounts using their own email addresses?
No, spouses and dependent children of plan members don’t need to set up their own accounts. Plan members will still be able to submit claims for their dependents.
I am an advisor and a plan administrator. Can I use the same email address to log into both of my accounts?
Yes, you can now access both accounts with the same email address and password.
I am either an advisor or a plan administrator, and a plan member. Can I use the same email address to log in to both of my EquitableHealth.ca accounts?
For security reasons, you must use a unique email address and password to access your plan member account. That means you need to use a different email address to log in to each account.
Consider using your personal email address to log in to your plan member account, and your work email address to log in to your business-related account.
If you can’t remember what email address is saved to your account and/or you’re struggling to log in, call us for help at 1.800.265.4556.
Why don't my saved browser credentials/auto-complete capabilities work anymore?
If you saved your login credentials in your browser, you’ll need to update them with your email address. Your username won't work anymore.
I’m having trouble logging in to my account with my mobile device, but I’m not sure why. Can I resolve the problem myself, or should I call you?
There are a few steps you can take that may resolve your login issues.
- Make sure you’re not trying to log in to your account using previous bookmarks or favourites. Both will still be attached to your old login credentials, which no longer work. Also, ensure your web browser isn’t automatically filling in your old login credentials. If your old credentials are saved, you’ll need to update them by replacing your username with your email address.
- Ensure you’re using a newer web browser to access EquitableHealth.ca. Updated browsers like Microsoft Edge or Google Chrome work best.
- Ensure you complete the Captcha correctly, paying close attention to the upper- and lowercase letters. When you complete the Captcha, the system will know you’re a human – not a bot.
- Try the ‘Forgot Password’ flow using the email address associated with your account.
If you have an Android mobile device…
… you can also try clearing the Equitable EZClaim mobile app data and cache:
- Press the Equitable EZClaim app icon on your device for a few seconds, and click on the app information icon (i.e., the small letter ‘i’) next to the name.
- Open ‘Storage’
- ‘Clear data’ at the bottom of the screen.
- ‘Clear cache’ at the bottom of the screen.
- Wait a few minutes. Then, close and restart the app.
If you’re still having trouble logging in after taking these steps, or if you’ve forgotten your email address, call us at 1-800-265-4556 for support.
Passkey technology
Why can't I use my biometrics (face or fingerprint recognition) to log in to my account on my mobile device anymore?
You can still use your biometrics to log in. However, you need to reset them by creating a passkey. As a reminder, you will need to use your email address instead of your username during set up.
What’s a passkey?
A passkey is an enhanced security feature that works using biometrics, adding an extra layer of protection for your personal information.
When you create a passkey on your computer and/or mobile device, you won’t need to enter a password when logging in to either EquitableHealth.ca or our mobile app. Your biometrics – i.e., your face or fingerprint – will immediately verify your identity, saving you time and effort.
You’ve probably used passkeys before – to shop, order food or purchase music online with your mobile device.
Are passkeys safe?
Passkeys are safe and secure. They use your face or fingerprint to confirm your identity – removing the need for you to enter a password.
Equitable takes client data security very seriously, and we are working to ensure the best measures are in place to protect client information. We are committed to maintaining client and advisor privacy and security.
If I create a passkey, will Equitable have my biometric information?
No, Equitable will not receive – and therefore not store – your private biometric information.
Passkey is a technology based on public/private key cryptography. If you choose to create a passkey to log in to your EquitableHealth.ca or Equitable EZClaim account, your mobile device and/or computer will generate a private key and a public key.
- The private key, which contains your biometrics (i.e., your fingerprint or face), is stored securely on your device or computer.
- The public key, which does not contain biometric data, is registered with us (Equitable).
The private key can only be used after it’s unlocked by your biometric authentication (i.e., fingerprint or facial recognition). The private key that contains your biometric information never leaves your device or computer.
Why are we using passkey technology?
Biometric passkeys provide a higher level of security compared to other, more traditional forms of authentication. They use:
- Unique, hard-to-replicate biometric data,
- Secure local storage, and
- Robust cryptographic methods.
How do I create a passkey?
You can create a passkey on your mobile device and your computer. Both require just a few simple steps.
Creating a passkey on your mobile device
The following video walks you through the steps to a passkey on your mobile device.
Creating a passkey on your computer
- Log in to your account on EquitableHealth.ca,
- Select ‘Create a passkey’ when prompted, and
- Choose where to save your passkey, depending on your device and software.
You can use your new passkey the next time you log in.
I can’t create a passkey on my Samsung mobile device. What should I do?
Newer Samsung mobile devices that use the default Samsung Pass app are currently unable to create a passkey. If you use a newer Samsung device, you may have issues creating a passkey to log in to EquitableHealth.ca and the Equitable EZClaim mobile app.
For now, you’ll need to take one of the following steps if you want to create a passkey on your device:
- Use an alternative password manager (i.e., instead of Samsung Pass), or
- Use Firefox as your browser to log in to EquitableHealth.ca or the Equitable EZClaim mobile app.
Share your feedback
Questions or comments on our Effortless transformation? Send us a message. Your feedback will help shape the future of Effortless at Equitable.
