Helsana: App performance & updates (Ordering & website)
Reviewers overwhelmingly report serious issues with Helsana’s app performance and website updates, with no positive mentions and 73 negative reviews out of 101 total. The dominant sentiment is frustration over persistent technical failures, particularly around login attempts, app crashes, and broken features after updates. Many users describe the app as unusable, citing repeated 'technical error' messages, failed document uploads, and inability to access personal data like invoices or health tracking records. The problems appear to have worsened over time, with multiple complaints referencing recent updates that broke core functionality. Despite some users acknowledging past reliability, the current experience is widely seen as degraded, with no indication of improvement in the available feedback. The lack of monthly history data prevents tracking of trends over time, but the consistent nature of the complaints suggests ongoing systemic issues.
What customers praise
Customers frequently praise the app’s design and functionality when it works, noting that it was once reliable and well-structured. Some mention that the app was enjoyable to use before recent updates, with one reviewer stating it was 'really good' and would deserve five stars if key issues were fixed. The ability to track health data and manage documents was once seen as a strong point, and the app’s long-term use by some users indicates initial trust in its performance. However, these positive aspects are now overshadowed by current technical failures.
What customers said:
- „If these three issues were fixed, I would happily give 5 stars as the app is otherwise…“
„If these three issues were fixed, I would happily give 5 stars as the app is otherwise really great.“
Original„Würden diese drei Punkte korrigiert könnte ich mit Freude 5 Sterne vergeben, da die App ansonsten wirklich toll ist.“
- „I have been using the app for several years and find it very good.“
„I have been using the app for several years and find it very good.“
Original„Ich nutze die App schon einige Jahre und finde sie sehr gut.“
Common complaints
The most common complaints center on login failures, with users repeatedly encountering 'technical error' messages that prevent access. Many report that the app crashes, freezes, or becomes unresponsive during basic tasks like scanning documents or syncing data. Features like document uploads, invoice viewing, and health tracker integration are frequently broken, with users forced to switch to desktop or manual workarounds. Some describe the app as 'unusable' or 'the last trash,' highlighting a deep loss of trust in its reliability.
What customers said:
- „Technical errors are also reported through the website.“
„Technical errors are also reported through the website.“
Original„Auch über die Webseite wird technischer Fehler gemeldet.“
- „Scanning and submitting an invoice is really tedious.“
„Scanning and submitting an invoice is really tedious.“
Original„Scan Einreichung einer Rechnung echt mühsam“
- „For the third time, the app shows a 'technical error' when I upload a receipt as a PDF…“
„For the third time, the app shows a 'technical error' when I upload a receipt as a PDF (everything else works) and try to send it.“
Original„Zum wiederholten Mal zeigt die App "technischer Fehler" wenn ich eine Rechnung als PDF hochgeladen habe (soweit funktioniert's) und auf "senden" drücke.“
How it has changed over time
Since the last major update in October 2025, users report a sharp decline in app performance, with core features like health tracking and document syncing failing. Multiple reviews note that functionality that worked before the update no longer operates correctly, including the inability to view or send invoices. The app’s stability has also deteriorated, with crashes reported on newer iOS versions. These issues suggest that updates have introduced regressions rather than improvements, leading to a significant drop in user satisfaction.
What customers said:
- „A direct link is no longer available.“
„A direct link is no longer available.“
Original„Ein direkter Link ist nicht mehr vorhanden.“
- „There were no entries from May to July at all.“
„There were no entries from May to July at all.“
Original„In den Monaten Mai bis Juli gab es gar keine Einträge.“
- „Since the last update (Oct. 2025), unfortunately, the tracking is no longer working…“
„Since the last update (Oct. 2025), unfortunately, the tracking is no longer working properly.“
Original„Seit dem letzten Update (Okt. 2025) funktioniert leider das Tracking nicht mehr richtig.“
Practical takeaways
Users strongly recommend avoiding the app until technical issues are resolved, especially for critical tasks like submitting claims or accessing invoices. Many suggest using the website instead, though it too suffers from similar errors. The best workaround is to use a desktop or laptop for document uploads, as mobile functionality remains unreliable. For now, the app is seen as a last resort, and users are urging Helsana to prioritize fixing core functionality over adding new features.
What customers said:
- „The message 'A technical error has occurred' keeps popping up.“
„The message 'A technical error has occurred' keeps popping up.“
Original„Es kommt die Meldung "Ein technischer Fehler ist aufgetreten".“
Customer voices
Short excerpts - full reviews are available at the original source.
„Helsana+ asks me to update my iOS system but that means having to change my phone :(“
„This app needs a good update right now.“
„Since the last update, it's impossible to access documents and invoices.“
„The message 'A technical error has occurred' keeps popping up.“
„Unfortunately, since the last update, the monthly tip in the Coach app can no longer be completed.“
„My user account in the app was incorrectly set up.“
„A technical error occurred.“
„Today there's a forced update and scanning no longer works.“