Building an effortless benefits experience

How do I log in to my account?

Log in to EquitableHealth.ca and the Equitable EZClaim mobile app using your email address, the one that’s saved to your user profile within your account, and your current password. Usernames are no longer accepted.

You can also create a passkey for faster access. For more details, see the ‘Passkey technology’ section below.

Can more than one user log in with the same email address?

No. For security reasons, everyone must use a unique email address to log in. The same address cannot be registered to more than one account.

Do my spouse or dependants need their own accounts?

No. Plan members can still submit claims on behalf of their dependants.

I am an advisor and a plan administrator. Can I use the same email address to log in to both my accounts?

Yes, you can use the same email address and password to log in to both accounts.

I am a plan member and either an advisor or plan administrator. Can I use the same email address to log in to both accounts?

No. You must use separate email addresses for your plan member and business-related accounts.

Why does my password have to be so long?

Longer passwords are more secure. Use a memorable phrase, don’t share it, and avoid saving it on public devices.

Why don’t my saved browser credentials work anymore?

Your browser may still be using your old username. Update your browser to use your email address instead.

I’m having trouble logging in on my mobile device. What should I do?

Make sure you:

• Avoid using old bookmarks or saved credentials.
• Use a modern browser like Google Chrome or Microsoft Edge.
• Complete the Captcha carefully.
• Use ‘Forgot Password’ if needed.

If you use an Android device, you can also try clearing your cache and data in the Equitable EZClaim mobile app:

• 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 the problem continues, call 1-800-265-4556.

What is multi-factor authentication?

The term multi factor authentication (MFA) refers to security measures that require you to provide two or more identity verification factors before you can log in to your account. In addition to your password, you’ll either need to use a passkey to log in. Or, you may be asked to enter a one time passcode you receive via email. These extra steps help ensure it’s you logging in.

What’s a passkey?

A passkey is an enhanced security feature that works using either biometrics (facial or fingerprint recognition) or an authenticator PIN to verify your identity. This adds an extra layer of protection for your personal information.

Are passkeys safe?

Yes, passkeys are safe and secure. Equitable is committed to ensuring robust digital security measures are in place to protect client information.

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 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?

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

The following video walks you through the steps to a passkey on your computer.

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.

What is a one-time passcode?

A one-time passcode is a temporary, single-use verification code that helps confirm your identity during the login process. It’s sent to you by email and expires after five minutes or once it's used. This adds an extra layer of security to your account.

When will I need to use a one-time passcode?

Starting June 3, 2026, you may need to enter a one-time passcode when you log in with your email address and password on your computer or mobile device. However, you’ll never be asked to enter a one-time passcode if you log in using a passkey instead.

How will I receive a one-time passcode?

When required, a one-time passcode will be sent to your email address we have on file. Once you enter the passcode, you’ll be given access to your account.

Is there a time limit or an attempt limit for a one-time passcode?

Your one-time passcode expires five minutes after it’s emailed to you. If your code expires, you’ll need to request a new one. You have 10 attempts to enter the correct passcode to access your account. After 10 attempts, you will need to wait one hour before trying to log in again.

I didn’t receive a passcode. What should I do?

If you didn’t receive your passcode:

• Check your junk/spam folder.
• Make sure your email address matches the one that’s saved to your User Profile within your account.
• Confirm you haven’t blocked emails from noreply@equitable.ca or have a blocked IP address.
• Check if you’re using a shared email address for your group benefits account. This may prevent you from receiving your code.

If you still cannot access your code, or the one you received doesn’t work, call 1-800-265-4556.