Frequently Asked Questions
I don’t see the Truemed option at checkout
Log out Shop Pay account and check out as a guest.
Why wasn’t I approved?
Not every customer qualifies. Eligibility depends on individual health circumstances and a clinician’s assessment.
My HSA/FSA card was declined
Common causes include insufficient balance, an inactive or expired card, daily spending limits, or the card issuer not recognizing the merchant. Please check:
- HSA/FSA account balance.
- Confirm the card is activated and not expired.
- Contact their card issuer to ask about the decline reason.
- Pay with a regular card instead, then submit for reimbursement using their LMN and receipt.
Can I split my payment between my HSA/FSA card and a regular card?
Yes. Truemed’s Split Pay feature lets customers divide a single order across their HSA/FSA card and a regular credit or debit card. This is useful when a customer’s HSA/FSA balance doesn’t cover the full order, or when the order includes a mix of eligible and ineligible items.
How do I get reimbursed?
If you paid with a regular card instead of your HSA/FSA card, you can still submit your LMN and purchase receipt to your HSA/FSA administrator for reimbursement. While the process varies by provider, you can typically log into your administrator’s portal, navigate to the claims section, and upload both documents. If you need any help with your reimbursement, please reach out to us at support@truemed.com.
