HSA/FSA payment questions
What is Flex and what is their relationship with [BRAND]?
What is Flex and what is their relationship with [BRAND]?
[BRAND] has partnered with Flex to allow you to use your Health Savings Account (HSA) or Flexible Spending Account (FSA). This means you can now use your HSA or FSA debit card to buy [INSERT BRAND OR PRODUCT NAME] with pre-tax dollars, resulting in net savings of 30-40%, depending on your tax bracket.
How do I pay with my HSA or FSA card?
How do I pay with my HSA or FSA card?
To use your HSA or FSA debit card, add products to your cart as usual. At checkout, select “Flex | Pay with HSA/FSA” as your payment option, enter your HSA or FSA debit card, and complete your checkout as usual. If you don’t see “Flex | Pay with HSA/FSA,” you may be in Shop Pay. Select “checkout as guest” to view more payment options.
What if I don't have my HSA/FSA card available?
What if I don't have my HSA/FSA card available?
If you don’t have your HSA or FSA card handy, still select “Flex | Pay with HSA/FSA” as your payment method. Enter your credit card information and Flex will email you an itemized receipt to submit for reimbursement.
Why can't I see Flex as a payment method? (For Shopify Partners only - please remove this italicized blurb when adding to FAQs)
Why can't I see Flex as a payment method? (For Shopify Partners only - please remove this italicized blurb when adding to FAQs)
The key here is to make sure you are logged out of ShopPay. One of the easiest ways to do this is to go through checkout in an incognito window.
Why is my HSA/FSA card being declined?
Why is my HSA/FSA card being declined?
HSA/FSA cards are debit cards, and the most common reason for declines is insufficient funds. Reach out to your HSA/FSA administrator to confirm your balance.
I submitted my Flex itemized receipt for reimbursement and my FSA requires more information.
I submitted my Flex itemized receipt for reimbursement and my FSA requires more information.
Please forward us the request from your FSA, and we will work with the Flex team to issue you a new receipt.
Help! I didn't receive an email from Flex with my itemized receipt and/or letter of medical necessity. What should I do?
Help! I didn't receive an email from Flex with my itemized receipt and/or letter of medical necessity. What should I do?
Please check your spam folder, as sometimes emails from [email protected] may be automatically filtered as spam by some email service providers. If you still can’t find it, please email [email protected] and let them know the email address associated with your order.
I would like to use multiple HSA/FSA cards to pay for an item. Can I do that?
I would like to use multiple HSA/FSA cards to pay for an item. Can I do that?
No, unfortunately, this isn’t a supported feature right now. If there are insufficient funds in a single HSA or FSA account, you can instead enter a credit card on the Flex checkout page. You will receive an itemized receipt and/or Letter of Medical Necessity from Flex, which you can submit for reimbursement.
My purchase receipt from [BRAND] has a different number than what my FSA was charged. How can we resolve it?
My purchase receipt from [BRAND] has a different number than what my FSA was charged. How can we resolve it?
Thanks for reaching out, and apologies for the discrepancy. We’ll review the charges and get back to you with details of the likely refund shortly.
Is sales tax covered by HSA/FSA funds, or is it treated separately?
Is sales tax covered by HSA/FSA funds, or is it treated separately?
Sales tax for eligible items is also covered by HSA/FSA funds. If the customer has a split cart, the tax will be divided among the cards based on the items.
Letter of Medical Necessity questions
What is a Letter of Medical Necessity?
What is a Letter of Medical Necessity?
Some products require documentation from a licensed healthcare provider stating that the item is necessary to treat or manage a specific medical condition. If the product requires a Letter of Medical Necessity (LOMN), Flex facilitates a chat-based consultation that generates the Letter in real time.
Why do I need to provide [Brand] with health information?
Why do I need to provide [Brand] with health information?
In order to qualify to use your HSA or FSA card for [insert product name], the IRS requires you to have a Letter of Medical Necessity. [Brand] has partnered with Flex to enable asynchronous telehealth visits as part of our checkout. Within 24 hours of your purchase, Flex will email you both an itemized receipt.
Do I need to do anything with my Letter of Medical Necessity?
Do I need to do anything with my Letter of Medical Necessity?
You should keep it on file for at least three years in the event of an IRS audit of your HSA or FSA account. Occasionally, FSAs may ask for the Letter to confirm the eligibility of your purchase.
Help! I mistakenly entered my name and/or date of birth and need to get an updated letter. Who can I reach out to?
Help! I mistakenly entered my name and/or date of birth and need to get an updated letter. Who can I reach out to?
Please email [email protected] and they will reach out to their telehealth team to reprocess and send your corrected Letter of Medical Necessity.
The date on my Letter of Medical Necessity is one day different from my receipt.
The date on my Letter of Medical Necessity is one day different from my receipt.
Thanks for letting us know! This may be a time zone issue. We’ll reach out to our partners at Flex to see if they can reissue the Letter with an updated date.
My FSA says I need [a product name, NPI number, other info] added to my Letter for approval.
My FSA says I need [a product name, NPI number, other info] added to my Letter for approval.
Generally, we’re not able to accommodate one-off requests, but we will reach out to our partners at Flex and see if we can accommodate your request.
Help! I did not receive an itemized receipt and/or Letter of Medical Necessity from Flex. What should I do?
Help! I did not receive an itemized receipt and/or Letter of Medical Necessity from Flex. What should I do?
Please check your spam folder, as sometimes emails from [email protected] may be automatically filtered as spam by some email service providers. If you still can’t find it, please email [email protected] and let them know the email address associated with your order.
HSA/FSA reimbursement questions
My HSA/FSA claim was denied. What should I do?
My HSA/FSA claim was denied. What should I do?
We strongly recommend checking with your HSA/FSA provider to see if a purchase is eligible prior to completing the purchase. However, if you believe your claim has been wrongly denied, please send over any response from your HSA/FSA provider to us so we can share it with Flex and receive guidance on the next best steps to take. Please note that employer-sponsored FSAs can determine what products are eligible beyond the IRS’s guidelines, so it’s extremely important to check prior to purchase.
Can a customer purchase a product now and apply for FSA reimbursement in the next calendar year?
Can a customer purchase a product now and apply for FSA reimbursement in the next calendar year?
The ability to apply for FSA reimbursement in a future calendar year depends on the policy of the specific FSA provider. Most FSA administrators require that the purchase be made during the time of coverage. For example, if the FSA coverage is for 2025, all purchases typically need to be made and/or submitted for reimbursement within that coverage period.However, some administrators may have more flexible rules regarding the timing of when the expense occurred. We recommend that customers review their plan policy to confirm the details.Note: Health Savings Accounts (HSAs) are different and generally allow for reimbursement at any time, even in future years.
Can old (non-Flex) customers use their order confirmation email to apply for HSA/FSA reimbursement?
Can old (non-Flex) customers use their order confirmation email to apply for HSA/FSA reimbursement?
Unfortunately, for purchases made without using Flex in the checkout to receive an itemized receipt, it may be difficult to apply for reimbursement.For Health Savings Accounts (HSAs), consumers can use an itemized receipt for reimbursement anytime after they have made the purchase, even if it is many years later.For Flexible Spending Accounts (FSAs), most accounts require that the purchase was made in the calendar year during which the consumer had the FSA, as FSAs typically do not roll over. Some FSAs offer a buffer window, allowing customers additional time to submit receipts for expenses incurred during the previous calendar year.
HSA/FSA subscription reimbursement questions
How to file for HSA/FSA reimbursement?
How to file for HSA/FSA reimbursement?
- Complete your health consultation: Complete a quick, 2-minute consultation. A licensed provider will determine your eligibility. If eligible, you’ll receive a Letter of Medical Necessity in under two hours.
- Make your [BRAND] purchase: Visit [BRAND] to pay for your [PRODUCT/SERVICE] with a standard payment method. Do not use your HSA/FSA card at checkout.
- Submit for HSA/FSA reimbursement: Follow Flex’s instructions to submit your Letter and Life Time receipt to your HSA/FSA administrator for reimbursement.
Where do I submit an HSA/FSA reimbursement claim?
Where do I submit an HSA/FSA reimbursement claim?
- Locate your HSA/FSA administrator (typically through your employer’s HR department or health insurance provider).
- Log in to your account on the administrator’s online platform.
- Navigate to the “Reimbursement” or “Claims” section.
- Upload your Letter of Medical Necessity and receipts for related purchases made after the letter’s issue date.
- Submit your claim. Processing can take several days to a few weeks.
When should I expect to be reimbursed?
When should I expect to be reimbursed?
Reimbursement times vary but can take several weeks. For a specific timeline, contact your HSA or FSA administrator directly.