Hi there! I understand you're having trouble accessing the extra benefits card section within the OTC Health Solutions app, and you're only able to see the falls benefit part. I'd like to help get this sorted out for you.

Just to clarify a bit more:
- Are you seeing any error messages when you try to access the extra benefits card?
- Have you tried logging out and back into the app or refreshing it?
- Are you using the app on your Windows 10 device’s browser (WebKit-based) or a mobile app?

Sometimes, access issues like this can be related to account settings, app glitches, or a sync problem with your benefits information.

Here’s a step-by-step approach to try:

1. Log out and Clear Browser Cache: Since you’re on a Windows device using a WebKit browser, clear your browser cache and cookies. This helps refresh stored settings that might be causing display issues. After clearing cache, close the browser entirely, reopen, and log in again.

2. Check for Multiple Benefits Accounts: Sometimes users have multiple benefits cards or accounts, which may lead the app to show only one part. Double-check your account details to ensure your extra benefits card is linked to your profile.

3. Update or Reinstall the App (if using mobile): If you are using the OTC Health Solutions app on a mobile device, ensure it's updated to the latest version. Outdated apps can cause incomplete display of features.

4. Verify Eligibility and Activation: Confirm that your extra benefits card is active and eligible for the current period. Sometimes only some benefits like falls benefit are active while others may not be enabled yet.

5. Try Accessing via OTC Health Solutions Portal: Visit the official OTC portal on the web (https://www.cvs.com/content/otc-benefits) and log in there to check if the extra benefits card appears properly online.

If you've tried these and still only see the falls benefit, it could be a backend issue with syncing your benefit details.

Would you like me to walk you through clearing your browser cache on Windows 10, or try logging in via the website portal first? Or if you have already tried any of these, please let me know what you have done so I can assist you further.

I did all the recommendations and the site is still not letting me see my extra benefits card there is a double struck picture of the card and will not let me access, been that way for over a month

Thanks for sharing that you've done all the initial steps and the issue has persisted for over a month with a double struck image blocking access to your extra benefits card. That definitely helps narrow things down.

From what I see, this double struck card image issue has been reported by several users, and it tends to be related to account recognition or system delays in the backend that prevent proper activation or display of the card1.

Here’s what I recommend next:

1. Confirm Your Benefits Status with Your Insurance Provider
Sometimes the extra benefits card is linked directly to your insurance eligibility and might require reactivation or manual confirmation. Contact your insurance provider's member services or benefits department to confirm your OTC benefits are active and properly linked.

2. Request a Card Replacement or Account Refresh
System delays can cause the card to appear "invalid" or inaccessible for a long time5. Ask your insurance provider or OTC support to issue a fresh card or to refresh your account status on their system.

3. Use In-Store Options Temporarily
While your online card is inaccessible, you can often use your regular insurance card in stores like CVS or Walmart OTC sections to access benefits as a workaround2. They can look you up by your insurance ID and approve the purchase.

4. Contact OTC Health Solutions Support Directly
If you haven’t yet, reach out to OTC Health Solutions customer support (which you can contact through your benefit portal or directly by email at [email protected]). They may be able to escal ate your issue internally for a quicker resolution.

I realize this is a persistent problem for you, so these steps can help either resolve the root cause or provide temporary alternatives.

Would you like me to help draft an email to OTC support or your insurance provider to explain the problem clearly? Or guide you through the process of contacting them directly? Let me know what feels most helpful!

How to contact support for OTC Health Solutions app issues?

Thanks for asking! You can contact OTC Health Solutions app support by phone at 1-888-628-2770. This line is available Monday to Friday from 9 AM to 8 PM local time. If you need TTY assistance, you can use 711.

Additionally, you can visit their official contact page here for more options: OTC Health Solutions Contact Us1.

If you prefer email, you can also try reaching out to [email protected] as an alternative way to explain your issue.

Would you like me to help you prepare what to say when you contact them to ensure your message is clear and includes all necessary details?

yes please help me with an explanation to email them and need the address to email them

Certainly! You can email OTC Health Solutions support at [email protected]. This is their general customer care email used for app and benefit issues5.

Here is a draft you can use to explain your issue clearly:

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Subject: Unable to Access Extra Benefits Card – Double Struck Card Image

Dear OTC Health Solutions Support Team,

I am writing to report an issue with accessing my extra benefits card in the OTC Health Solutions app/website. For over a month now, when trying to view my extra benefits card, I only see a double struck image of the card, and I am unable to access any details beyond the falls benefit.

I have taken the following steps to resolve the issue without success:
- Logged out and logged back into the app/website
- Cleared browser cache and cookies on my Windows 10 device
- Confirmed my eligibility with my insurance provider
- Attempted access via the OTC Health Solutions online portal

Despite these efforts, the problem remains unresolved. I kindly request your assistance in investigating this matter and helping me regain full access to my extra benefits card.

Please let me know if you require any additional information from my account to facilitate the troubleshooting.

Thank you for your help.

Best regards,
[Your Full Name]
[Your Contact Information]
[Your Insurance ID or Account Number, if comfortable sharing]

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Would you like me to help you customize this further or guide you on how to send the email?