> ## Documentation Index
> Fetch the complete documentation index at: https://docs.withflex.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Customer Support FAQs

> Common questions about HSA/FSA payments, Letters of Medical Necessity, and reimbursements.

Below are the common questions we've seen from our partners over the past year. We will continue to update this page if and when new issues surface.

## HSA/FSA payment questions

<Accordion title="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.
</Accordion>

<Accordion title="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.
</Accordion>

<Accordion title="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 log in to the consumer portal at [withflex.com/portal](https://withflex.com/portal) using the same email you used at checkout to download an itemized receipt to submit for reimbursement.
</Accordion>

<Accordion title="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.
</Accordion>

<Accordion title="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.
</Accordion>

<Accordion title="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.
</Accordion>

<Accordion title="Help! I didn't receive an email from Flex with my itemized receipt and/or letter of medical necessity. What should I do?">
  Please log in to the consumer portal at [withflex.com/portal](https://withflex.com/portal) using the same email you used at checkout to download all the documents needed for the product you purchased. If you still need help, please email [support@withflex.com](mailto:support@withflex.com) and let them know the email address associated with your order.
</Accordion>

<Accordion title="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 can then log in to the consumer portal at [withflex.com/portal](https://withflex.com/portal) using the same email you used at checkout to download an itemized receipt and/or Letter of Medical Necessity, which you can submit for reimbursement.
</Accordion>

<Accordion title="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.
</Accordion>

<Accordion title="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.
</Accordion>

## Letter of Medical Necessity questions

<Accordion title="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 telehealth consultation that is reviewed by a licensed provider, and typically the Letter is provided within 2 hours.
</Accordion>

<Accordion title="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 telehealth visits as part of our checkout. A licensed provider will review your consultation, and within 2 hours of your purchase, you can log in to the consumer portal at [withflex.com/portal](https://withflex.com/portal) using the same email you used at checkout to download your Letter of Medical Necessity and itemized receipt.
</Accordion>

<Accordion title="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.
</Accordion>

<Accordion title="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 [support@withflex.com](mailto:support@withflex.com) and they will reach out to their telehealth team to reprocess and send your corrected Letter of Medical Necessity.
</Accordion>

<Accordion title="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.
</Accordion>

<Accordion title="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.
</Accordion>

<Accordion title="Help! I did not receive an itemized receipt and/or Letter of Medical Necessity from Flex. What should I do?">
  Please log in to the consumer portal at [withflex.com/portal](https://withflex.com/portal) using the same email you used at checkout to download all the documents needed for the product you purchased. If you still need help, please email [support@withflex.com](mailto:support@withflex.com) and let them know the email address associated with your order.
</Accordion>

## HSA/FSA reimbursement questions

<Accordion title="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.
</Accordion>

<Accordion title="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.*
</Accordion>

<Accordion title="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.
</Accordion>

## HSA/FSA subscription reimbursement questions

<Accordion title="How to file for HSA/FSA reimbursement?">
  * Complete your health consultation: Complete a brief, 2-minute consultation. A licensed provider will review your responses and determine your eligibility. If eligible, you'll receive a Letter of Medical Necessity within 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.
</Accordion>

<Accordion title="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.
</Accordion>

<Accordion title="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.
</Accordion>

<Accordion title="While checking out with HSA/FSA eligible products, it says the state I live in is ineligible.">
  Certain states - Louisiana, New Mexico, and Mississippi, have local and state laws limiting telehealth services. Flex is unfortunately unable to provide Telehealth Consultations and Letters of Medical Necessity to customers in these states.
</Accordion>