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.
To start, we’ve updated the login process on EquitableHealth.ca and our mobile app, Equitable EZClaim®.
Frequently Asked Questions
New login process
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.
How has the login process changed?
You must now use your email address (saved to your user profile) and your current password to log in. Usernames are no longer accepted.
You can also create a passkey to enable biometric login using your face or fingerprint for faster access. For more information, check out the ‘Biometric login/passkey technology’ section.
Do I still need my password to log into my account?
Yes. If you can’t remember your password, select ‘Forgot password’ on the login page to reset it. New passwords must be at least 16 characters.
Troubleshooting login issues
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.
Password requirements
Why does my new 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.
Email address usage
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.
Biometric login/passkey technology
Can I use my biometrics (face or fingerprint recognition) to log in?
Yes. But first, you must create 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 – your face or fingerprint – to verify your identity and add an extra layer of protection for your personal information. No password required – saving you time and effort.
Are passkeys safe?
Yes, 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 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 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.
