Debit card declines can be frustrating for employees. Since there are many reasons why a transaction was declined, it is important to collect information about the merchant and the employee’s cards.
Question(s):
- Why did my employee’s HSA card transaction get declined?
- Why did my employee’s FSA card transaction get declined?
- Why did my employee’s DCFSA card transaction get declined?
- Why did my employee’s HRA card transaction get declined?
- Why did my employee’s Commuter card transaction get declined?
Answer:
A card transaction might decline if a card is not activated, funds are not available, or the purchase and/or merchant is not eligible for the plan. When troubleshooting debit card issues with an employee, we recommend validating that the card/account is active and that their purchase is eligible for their elected benefits.
Steps
- To check if a debit card is activated, login to your ER dashboard > select the employee > view their card status with the rest of their plan details.
- Verify that their account is active within the ER dashboard.
- Verify if the EE’s purchase is an eligible expense and that it was made at a merchant who is known to sell eligible items. Lively declines purchases made from merchants that do not sell eligible services (i.e. casinos, liquor stores).
Common Issues/Troubleshooting:
- We recommend making medical, dental, and vision purchases from merchants who participate in SIGIS, since these merchants elect to follow IRS guidelines around how healthcare purchases are categorized.
- If an employee’s purchase continues to decline, reach out to support@livelyme.com. In the meantime, the employee can submit a manual reimbursement from their Lively dashboard.