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How does my PayFlex Card work for health care expenses? You can use your PayFlex Card to pay for an eligible expense. Swipe your card. Select “Credit.” (Though this is a debit card, you will not select “Debit.”) Your transaction will process like any other credit or debit card purchase. Note: The merchants and providers must accept MasterCard® for your card to work. They also must be a health care location (such as a doctor’s office or pharmacy). If they are not a health care location, they must have a system that can process a Health Care card. If you purchase eligible and non-eligible items, you can only use your card to pay for the eligible items. You will have to use another form of payment for the non-eligible items. When you first receive your card, it is good for five years. Note for FSA: Each year that you enroll, the card will house the FSA plan year election amount. You can only use the card for expenses that you incur during that plan year. This includes a grace period if your employer offers one on the FSA. You should always keep all of your itemized receipts to substantiate card transactions. Should I select “debit” or “credit” when using my PayFlex Card? You can use your card as "credit" or "debit." When you choose "debit", you will need to enter a Personal Identification Number (PIN). To create a PIN, please call 1-888-999-0121. I just received my PayFlex Card. Do I have to use the card for all of my health care expenses? No. You do not need to use your card for all health care expenses. You can always use another form of payment for your expenses and submit a claim for reimbursement. Where can I use my PayFlex Card? You can use your card to pay for eligible health care products and services. This includes doctor and dentist visits, hospital stays, prescriptions and hearing and vision care. You may also use your card at some discount and grocery stores. These stores must have a system that can process a Health Care card. Note: The merchants and providers must accept MasterCard® for your card to work. What should I do if my PayFlex Card is not accepted? There is more than one reason why you may not be able to use your card.
If you are unable to use your card, you will have to use another form of payment. If your plan allows, you can then file a claim for reimbursement. Can I buy over-the-counter (OTC) items with the card? You can use your funds to pay for OTC items and supplies. These are items such as bandages or a home diagnostic test. You can also use the funds to pay for diabetic supplies and equipment such as crutches. However, the rules are different for OTC medicines. To use your funds for OTC medicines, you need a written prescription. A standard list of eligible expenses is available online. After logging in, go to My Resources. Click on Planning Tools. Can I use my PayFlex Card to purchase eligible items online? Yes. You can use your card for online purchases of eligible items. Please remember to keep any and all receipts.
Do I also need to submit a claim form when I use my PayFlex Card? If you used your card, please do not submit a claim. However, there may be times when we need more information about the card transaction. We may need you to show documentation that an expense was for qualified medical care. Refer to “What should I do if my account is in overpayment status?”. How do I access my account information online? After logging in, from My Dashboard, select Financial Center from the top navigation bar. Then use the drop down menu to select which account you want to view. You can see account information and card transactions. Why did I receive a Request for Documentation letter? You recently used your PayFlex Card. You received a letter because we need more information on that card transaction. We need proof that the expense was for qualified medical care. The amount you paid may not match your copay amount. The amount you paid may have been for an estimated amount. We need to know how much you were supposed to pay out of pocket for the claim. Note: If you received this letter, your account may be suspended, if you do not respond by the date indicated. While your account is suspended, you cannot use your card for that account. However, you may request reimbursement by submitting a completed claim. You can send one of the following items for the transaction in question.
Please provide this information as soon as possible. You can upload the documentation online. If you are not able to do this, you can mail or fax it to us. The Request for Documentation letter gives you the instructions for getting that to us. Once we confirm that the amount you paid is an eligible expense, we will re-activate your card. Note: A cancelled check or credit card receipt alone is not acceptable documentation.
What is an Inventory Information Approval System (IIAS)? An Inventory Information Approval System (IIAS) is a system that marks a product or service as an eligible health care expense. Stores that sell eligible and non-eligible items must have an IIAS to accept health care cards. These include drug stores, discount stores and grocery stores. These types of stores sell more than just health care items. For example, a drug store also sells newspapers, food items and cosmetics. When you purchase a number of items, the IIAS marks the items that you can pay for with your PayFlex Card. You would then pay for the other items with another form of payment.
What should I do if a store does not have an Inventory Information Approval System (IIAS)? If the store does not have an IIAS, you can still make your purchase. You will have to use another form of payment. You can then submit a claim for reimbursement. What happens if I do not have enough money in my account to pay for an expense? If you do not have enough funds in your account, you PayFlex Card will be denied. You could ask the merchant to charge your card just for the amount that you have available. Then you would pay the balance with another form of payment. Depending on the type of account, you may or may not be able to submit a claim for reimbursement.
What should I do if my card is lost or stolen? Contact us as soon as possible to report a lost or stolen card to help limit any potential loss or liability as outlined in your cardholder agreement. We can then cancel your card and send you a new one. If you’re still worried about identity theft after cancelling your card, you can use MasterCard’s Identity Theft Resolution Services at no cost. They can assist you with the process of restoring your identity. Identity Theft Resolution Services include:
Here are some examples:
Please note that a cancelled check is not acceptable documentation.
For example: If you prepay for a summer day camp for your dependent, reimbursement cannot be provided until after your dependent attends the camp.
You may also enroll in direct deposit by completing a paper form available in Resource Center.
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