WageWorks Customer Service Hours — Expert Guide

Overview and current context

WageWorks, a well-known administrator of commuter, flexible spending (FSA), health reimbursement (HRA), and other workplace benefits, was acquired by HealthEquity in 2019. After the acquisition, many WageWorks services and member-facing systems were integrated under HealthEquity’s platforms. This transition means that the phrase “WageWorks customer service hours” can refer to legacy WageWorks call centers, HealthEquity-staffed lines, or employer-specific support schedules that vary by plan.

Because of that organizational change, precise hours can differ by product (commuter vs. FSA vs. HRA), employer plan, and whether you are contacting a consumer/member line or an employer/administrator line. For authoritative, up-to-date hours consult your plan materials, employer HR team, or the vendor’s official websites: www.wageworks.com and www.healthequity.com.

How to find the exact customer service hours for your account

Start with the sources tied directly to your plan: your employer benefits packet, the member ID card, and the participant portal. Those materials list the official telephone number(s), secure message options, and the postal address for claims; they also often display customer service hours in local time. If you have the WageWorks/HealthEquity mobile app, the “Contact Us” or “Help” section will show current hours and any holiday schedules.

If those immediate sources are unavailable, use the vendor websites and employer HR desk. Search the FAQ or Help Center on www.wageworks.com or www.healthequity.com — those pages typically include operating hours or a live “chat availability” indicator. If you prefer phone contact and the plan documents are ambiguous, call the toll-free number listed for your product; if the line is automated, the initial menu frequently announces current hours and holidays before routing to a representative.

• Steps to verify hours quickly: 1) Check your participant portal or mobile app “Contact” page; 2) Review your plan welcome packet or employer intranet (look for “Member Services”); 3) Use the website Help/Contact pages — note any time zone listed; 4) Call the toll-free number on your ID or plan documents and listen to the opening message for hours and holiday closures; 5) When in doubt, email or submit a secure message via the portal and request written confirmation of business hours.

Typical customer service schedules by product (examples)

While exact times vary, many benefits administrators follow a consistent weekday-focused model. For example (illustrative only), FSA/HRA member lines commonly operate Monday–Friday from 8:00 a.m. to 8:00 p.m. Eastern Time, while commuter benefits lines often use 8:00 a.m. to 6:00 p.m. ET Monday–Friday. Some employers contract extended hours for high-volume periods (open Saturdays from 9:00 a.m.–1:00 p.m. ET during open enrollment weeks).

These example schedules reflect industry norms and are useful planning guides, but they are not a substitute for the exact hours tied to your plan. Verify the hours for your specific WageWorks/HealthEquity account before calling, especially during federal holidays (e.g., New Year’s Day, Independence Day, Thanksgiving, and Christmas) when many customer-service operations either close or operate on reduced staffing.

• Example schedules (illustrative): FSA/HRA support — M–F, 8:00 a.m.–8:00 p.m. ET; Commuter account support — M–F, 8:00 a.m.–6:00 p.m. ET; Employer/administrator support — M–F, 9:00 a.m.–5:00 p.m. local time (business days only).

Best times to call, expected wait times, and how to reduce hold time

Call volume follows predictable patterns. Peak periods are weekday mornings (8:30–10:30 a.m. local time) and immediately after lunch (1:00–3:00 p.m.). Monday is often the busiest day, and the first and last weeks of each month can see higher volume because participants submit claims and reconcile balances. If you call during peak windows, average hold times can increase from a baseline of a few minutes to 10–25 minutes or more for complex inquiries.

To minimize hold time: 1) Call mid-week (Tuesday–Thursday) between 10:30 a.m. and 12:00 p.m., or after 3:00 p.m. local time; 2) Use secure messaging through the portal for non-urgent documentation — response times are commonly 24–72 hours; 3) Prepare key documents before calling (member ID, last claim date, COBRA or employer group number) to shorten the interaction. Employers that outsource to WageWorks/HealthEquity often publish expected response times — look for “average call wait” or “secure message response” metrics in the employer admin portal.

After-hours support, digital tools, and self-service

Even when live representatives are not available, WageWorks/HealthEquity maintain 24/7 digital self-service options. The participant portal and mobile app allow users to submit claims, upload receipts, check balances, and review transaction histories. Many routine tasks that previously required a phone call can be completed online in under five minutes — for example, submitting a dependent care receipt or activating a commuter card.

For urgent issues outside normal hours (lost/stolen cards, fraud concerns), the account portal or card provider will often provide an emergency contact number or offer an instant card lock via the app. If you encounter a situation that requires immediate human intervention, use the emergency or fraud reporting options in the app; otherwise, submit a secure message and expect a business-hours response.

Actionable next steps

Always confirm the customer service number and hours directly from your plan materials or the participant portal. During transitional periods following mergers (like the 2019 HealthEquity acquisition of WageWorks), vendor phone routing, hours, and contact channels can change — asking your employer’s HR or benefits administrator for the current “member services” contact is the fastest way to get correct, plan-specific hours.

If you need help finding the correct portal login or your plan documents, your employer’s benefits team can usually provide: the exact toll-free phone number, secure message instructions, and the mailing address for claims submission. Keep those details saved in your phone and benefits folder for quick access during open enrollment or when urgent benefit questions arise.