We take account security seriously — especially when it comes to setting up your passkey. That’s why we use different identity verification paths depending on the information in your account profile.
Here's what to expect when you're prompted to set up your passkey.¹
If your phone number is already on your account, you’ll follow a quick and secure setup flow:
We'll send a one-time code by text or call to confirm your identity.
Once confirmed, you’ll move straight into passkey setup—usually in just a few taps.
Watch a short demo of the verification experience →
📱 Verify and go setup: missing phone number
If you don’t have a phone number on file, we'll first ask you to add and verify it:
You'll enter a phone number
We'll send a one-time code to confirm it's really yours
Then you'll continue with standard passkey setup
Watch a short demo of the verification experience →
🔐 Full ID check setup: no contact info on file (mobile only)
If your account doesn’t have a phone number or email address, we’ll guide you through a one-time identity check to protect your account:
Taking a photo of your government-issued ID
Taking a selfie to match your ID
Verify your phone number and email address
Once verified, you can continue with passkey setup.
⚠️ Using a desktop?
Full ID check is only available in the mobile app. If no contact info is on file, switch to mobile or contact us for help.
Watch a short demo of the verification experience →
Why do I have to take a selfie?
To make sure it’s really you—this step protects your account from unauthorized access.
We use a secure third-party provider to verify your identity.
Your photo is not stored long-term. It’s deleted or securely stored only for verification, in line with compliance regulations.
What if I can't complete the selfie check?
If you're unable to complete the full ID check:
Contact us at 844.373.6979
We may be able to update your account info and help you retry passkey setup
What happens if the selfie check fails?
Your account will be temporarily locked for your protection. You’ll need to contact us to begin a secure review process.
Need help?
We’re here to help with anything passkey-related.
📞 Call us directly at 844.373.6979
¹Passkey set up is also available online using a desktop, laptop or tablet computer. A valid phone number is required to register a passkey. SSO login does not require passkey, but direct use of mobile or web login does require passkey. HealthEquity offers multiple authentication options to ensure accessibility. See our HealthEquity Digital Accessibility Statement. (https://www.healthequity.com/web-accessibility-statement)
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