Your Lively Benefit Access Visa® Card may decline for a few common reasons related to eligibility, merchant settings, or account details. Understanding these scenarios can help ensure future transactions go smoothly:
Processed as “Debit” instead of “Credit.” Your card does not have an associated PIN, so all transactions should be run as “Credit.”
Card not inserted using the chip. To avoid errors, insert your card’s chip rather than swiping when paying.
Ineligible items included. Only eligible medical or dependent care expenses can be paid for using your card. Items such as bag fees, cash back, or charitable donations should not be included in the same transaction.
Insufficient available balance. Confirm your account balance covers the full amount of your purchase.
Information mismatch. Ensure the security code, billing zip code, and expiration date entered match what’s on file.
Merchant type not supported. Some retailers are not categorized as healthcare providers or may not be IIAS-certified. You can learn more about merchant eligibility here.
Plan or card status. Your plan may have ended, been temporarily suspended, or your card may not yet be activated.
To resolve a decline, log in to your Lively account to review your plan details and any actions that may need attention. If you paid out-of-pocket for an eligible expense, you can always submit a claim for reimbursement directly from your dashboard.
The Lively Benefit Access Visa® Card is issued by The Bancorp Bank, N.A., pursuant to a license from Visa U.S.A. Inc., and may not be accepted at all locations where Visa debit cards are used.
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