Debit card declines can be frustrating for employees. Transactions are typically declined for one of three main reasons: the card is inactive, funds are insufficient, or the merchant/purchase is not eligible under plan rules.
Troubleshooting:
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Check card and account status: Before investigating the specific transaction, verify the basics in your Employer Dashboard:
Log in and select the specific employee.
View Plan Details to confirm that the employee's account is active.
Check Card Status to ensure the physical card has been activated by the employee.
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Verify merchant eligibility: Lively cards are restricted to specific types of merchants.
Eligible Merchants: We recommend making medical, dental, and vision purchases at merchants who participate in SIGIS (Special Interest Group for IIAS Standards). These merchants have systems in place to automatically identify eligible healthcare items at the register.
Blocked Merchants: Lively automatically declines transactions at merchants that do not typically sell eligible goods or services (e.g., casinos, liquor stores, or restaurants).
If the card is active and the merchant appears eligible, the employee can:
Pay out-of-pocket and submit a claim for manual reimbursement via their Lively dashboard.
Contact Support using Lively's 24/7 chat feature or by sending a secure message from their account so our team can investigate the specific decline code on the back end.
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