Customer Help

Frequently Asked Questions

App installation

1.     You must use a mobile device (smartphone tablet) to download the app. Using a browser via desktop/laptop will not let you download the app.
2.      Ensure there are no outstanding iOS or Android phone version/software updates.
For Android version - Requires Android 5.0 and higher.
For iOS version - Requires iOS 11.4 or later.

3.     Within Google Play Store (for Android users) or App Store (for iPhone users), you must use your personal account  (rather than work account)
4.     Install the most recent version of the ProtectWell App.
5.      Stable internet connection is necessary to avoid download interruptions.

Activation email link provides an error message

If you are unable to set your password through the activation email please proceed with downloading the app and following the "forgot your password" steps
1.     You must use a mobile device (smartphone or IPad/tablet) to download the app. Using a browser via desktop/laptop will not let you download the app.
2.      Ensure there are no outstanding iOS or Android phone version/software updates.
For Android version - Requires Android 5.0 and higher
For iOS version - Requires iOS 11.4 or later.

3.     Within Google Play Store (for Android users) or App Store (for IPhone users), you must use your personal account (rather than work account)
4.     Install the most recent version of the ProtectWell App.
5.     Stable internet connection is necessary to avoid download interruptions.

Once app is downloaded, please follow the “Forgot your password?” steps highlighted in the screenshot below in order to setup/reset your account password.

You will receive a verification code to your registered email user’s email address and you will need to enter the code back in the app, then you can set your new password.

B2C pop up message provides error message

When you receive the following pop up message:

And receive a blank screen or a screen with "Bad request" error message displaying

Apple Devices:

   Navigate to settings
   Scroll and open Safari settings
   Scroll down to privacy and security section
   Toggle off “block all cookies”

Please close the app and access the following hyperlink in your mobile browser:

Log in

Once the page loads please reopen the ProtectWell app and click continue on the B2clogin.com popup message below

When the following screen appears in the app please log in if you already have set your password.

If you have not set your password yet please follow the "forgot your password" steps.

Mistake made during symptom checking process

1.       Navigate to your ProtectWell home screen with the outcome message present
2.       Scroll down and tap on the “Check Symptoms” button
3.       Complete new symptom checker from beginning to end
4.       You will be provided with a new outcome status based upon your new symptom screener selections

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