Visiting Our Partners

By following any of these website links, you will be leaving HealthHub® and going to a website with different content and privacy policies. Some of the data gathered by these vendors may be shared with PayFlex so that we may better serve the needs and requests of our participants. These links are provided for your convenience only and are not endorsements or approvals by PayFlex of advice or information available from such sites.

If you wish to continue, click the link you would like to visit below and you will automatically be connected. If you wish to return to HealthHub®, please click the "Close" button.

 Close

Frequently Asked Questions
  • Health Care Flexible Spending Account (FSA)
    • *Note: This information is general in nature for informational purposes only. Please refer to your employer’s plan for specific information about your plan.
      Do I have to enroll in my employer’s medical or dental plan to participate in the health care FSA?
      Your plan will determine this. Although your employer can require that you take the medical or dental plan in order to have a health care FSA, not all plans are designed this way. You should check your plan documents to confirm this. 
       
      I have a health care FSA. If I’m contributing throughout the year, how much will my FSA cover for a claim in the beginning of the year?
      With a health care FSA, your full election amount is available on the first day of the plan year. This means that you can use your entire election on day one of the plan year.
       
      Example: You elect to contribute $1,200 for the plan year. In January, you have contributed $100. ($100 x 12 months = $1,200) In that same month, you receive health care services that cost you $1,000. At this point, you haven’t submitted any other claims. This means, you’ll receive the full amount of the claim from your FSA. You don’t have to wait until you actually contribute this amount to your health care FSA.
       
      What expenses are eligible under a health care FSA? 
      Generally, expenses that are medically necessary are considered eligible. This means if you need the service or product for your health it may be an eligible expense. This includes co-payments, co-insurance and deductibles. You can view a list of common eligible expenses on this website. You can also find more information at www.irs.gov. Refer to IRS Publications 969 and 502. You should also check your plan documents for eligible expenses under your plan.
       
      Can I use my FSA to pay for over-the-counter (OTC) items, supplies, drugs and medicines?
      Yes. However, there are different rules on how you can use your FSA to pay OTC items, supplies, drugs and medicines. You can use your PayFlex Card® to pay for OTC items and supplies. These include items such as bandages, hot/cold packs, thermometers, first aid kits, home diagnostic tests and diabetic supplies. You can also pay for these items out of pocket and then submit a claim to us. 
       
      For OTC drugs and medicines, you can’t use your PayFlex Card. First, you’ll need a written prescription from your doctor. Then you’ll have to pay for the OTC drug or medicine out of pocket and then submit a claim to us. You’ll need to include your written prescription and the detailed receipt with your claim.
       
      May I submit eligible health care expenses incurred by my spouse and dependents?
      Yes. You can be reimbursed for eligible health care expenses that you, your spouse and eligible tax dependents incur during the plan year. This is true even if you don’t cover your spouse and dependents on your health plan.
       
      Why do I have to show that an expense was medically necessary?
      There are some products or services that aren’t always used for medical care. Some products may be used for general health reasons. Two examples are massage therapy and weight loss programs. If you use the product or service to treat a medical condition, you’ll need to show that. This is “evidence of medical necessity.” You can submit a prescription or letter from your health care provider. You can also have your health care provider complete and sign a Letter of Medical Necessity form. You can find this form in the Resource Center.
       
      Can I pay my spouse’s health insurance premiums through my health care FSA?
      No. Premiums aren’t an eligible expense for the health care FSA. You can view a list of common eligible expenses on this website. For more information, visit www.irs.gov. There you can view IRS Publications 969 and 502.
  • Dependent Care Flexible Spending Account (FSA)
    • *Note:  This information is general in nature for informational purposes only.  Please refer to your employer’s plan for specific information about your plan.
      How does the dependent care FSA work?
      When you enroll in a dependent care FSA, you set aside money from your paycheck on a pretax basis for eligible child and adult care expenses. Your expenses must be work-related. This means that your dependents need the care so that you can work. During the plan year, you’ll pay for your eligible dependent care expenses out of pocket. Once your dependent receives the care, you can submit a claim to pay yourself back from your FSA. You can do this online, through the PayFlex Mobile® app, or complete a paper claim and fax or mail it to us. 
       
      A dependent care FSA does have a few rules that you should know.
      • If you’re married, both you and your spouse must be working. If just one of you is working, the other spouse must be actively looking for work; be a full-time student; or be unable to care for him or herself. Unpaid or minimally paid volunteer work doesn’t qualify as employment.
      • The expenses must be for a qualifying person. A qualifying person is your dependent child who is younger than age 13 or a spouse or tax dependent who is not physically or mentally able to care for him or herself.
      • You must receive these services from an eligible care provider. This can include a licensed childcare facility, an adult day care center and a summer day camp. Check your plan for further details.
      • The care provider can’t be your tax dependent, your child who is under age 19 at the end of the year, a person who was your spouse any time during the year or the parent of your qualifying person.
      • The expenses must be for services you received during the plan year and while the qualifying person regularly spends at least 8 hours each day in your home.
      • The expenses can’t be for future services. For example, you pre-pay your child’s summer day camp. You can’t receive reimbursement until after your child attends the camp.
      • The Internal Revenue Service (IRS) annual contribution limit is $5,000. However, reimbursement is limited to the lesser of your earned income for the year or the cost of care, up to $5,000. If you’re married, this limit is based on the income of the lower paid spouse and whether you file joint or separate tax returns.
      • Even if you have a dependent care FSA, you must file Form 2441, Child and Dependent Care Expenses, with your federal tax return.
      What does “work-related” mean?
      Work-related means that you pay for dependent care so that you can work and earn an income. If you’re married, your spouse must also work. If just one of you is working, then the other spouse must be actively looking for work; be a full-time student; or be unable to care for him or herself. Unpaid or minimally paid volunteer work doesn’t qualify. For the IRS definition of work-related expenses, you can refer to IRS Publication 503 at www.irs.gov
       
      What expenses are eligible under a dependent care FSA?
      You can view a list of common eligible expenses on this website. You can also find more information in IRS Publication 503 at www.irs.gov.  
       
      How much can I contribute to a dependent care FSA?
      Typically, the most that you can contribute to a dependent care FSA is $5,000. This is per household per year. This means that if you and your spouse each have a dependent care FSA, you’re limited to $5,000 between you. Keep in mind, this amount may be less based on earned income and tax filing status. For example, if you’re married and filing taxes separately, your individual contribution limit is $2,500.
       
      When can I submit a claim for my dependent care expenses?
      You can submit a claim at any time during the plan year. However, you can only receive reimbursement after the dates of service.
       
      Example: You pre-pay your dependent care provider every Friday for the following week. To receive reimbursement, you must wait until the end of the next week to submit your claim. 
       
      What do I need to send with my dependent care claim?  
      When you submit a claim, we need the detail for that expense. You only need to send one of the following with your claim form:
      • A completed Dependent Care FSA Claim form that your provider signs. The form must include dates of service, name of dependent, cost of care, and the provider’s name. You don’t need to include documentation if your dependent care provider signed the form.
      OR
      • An itemized statement that includes the dates of service, name of dependent, cost of care, and the provider’s name.
      I have a dependent care FSA. If I contribute throughout the year, how much will my FSA cover for a claim in the beginning of the year?
      The dependent care FSA can only reimburse up to the balance in the account. 
       
      Example: You elect to contribute $2,400 to a dependent care FSA. In January, $200 is deducted from your paycheck and deposited into your FSA. At that point, you have $200 available for reimbursement of eligible expenses.
       
      I have a dependent care expense that I want to submit for reimbursement. However, I don’t have enough in my FSA right now to cover the full amount. How should I submit this claim?
      You can submit a claim for the full amount. The FSA will reimburse you up to the balance in your account. You’ll only receive reimbursement for the remaining amount if additional contributions are made to your FSA.
       
      I pay tuition for my child’s kindergarten. Is this an eligible dependent care expense?
      No. The cost of tuition is not an eligible expense. This includes kindergarten, as well as first grade and higher.
       
      I just had a baby and will be home for six weeks. I’m taking my older child to day care during this time. Will these day care expenses be eligible?
      This is not an eligible expense. The dependent care must be provided so you can work. Since you’re not working during this period, the day care expense is not reimbursable.
       
      I pay my neighbor to watch my 13-year-old after school. Is this an eligible expense?
      No. Care must be for a qualifying person. A qualifying person includes your dependent child who is younger than age 13. This would only be an eligible expense if your child wasn’t able to care for him or herself.  
       
      My 16-year-old daughter cares for my 8-year-old son after school. Will my dependent care FSA reimburse me for the amount I pay my daughter?
      No. This is not an eligible expense. If the care provider is your child, they can’t be your tax dependent. They must also be 19 or older by the end of the year.  
       
      If I participate in the dependent care FSA, do I need to report this on my income tax return?
      Yes. When you have a dependent care FSA, you must include this information as part of your tax return. You’ll do this on IRS Form 2441: Child and Dependent Care Expenses. For more information, see instructions for IRS Form 2441 at www.irs.gov. Your employer will also list your contributions on your Form W-2. If you have questions, you should speak with your tax advisor.
       
      If I have the dependent care FSA, can I also use the Child and Dependent Care Tax Credit?
      Generally, if you have a dependent care FSA you can’t also take the full tax credit. You should talk to your tax advisor to learn which option is best for you.
  • All About Flexible Spending Account (FSAs)
    • *Note:  This information is general in nature for informational purposes only.  Please refer to your employer’s plan for specific information about your plan.
      What is a Flexible Spending Account?
      A Flexible Spending Account (FSA) lets you pay for eligible expenses with tax-free money. You contribute to an FSA with pretax money from your paycheck. This, in turn, may help lower your taxable income. There are three types of FSAs – health care FSA, dependent care FSA and Limited Purpose FSA. 
       
      Health Care FSA
      A health care FSA helps you pay for eligible out-of-pocket medical, dental, vision, hearing and prescription drug expenses for you, your spouse and your tax dependents. Out-of-pocket expenses are those not covered by insurance or any other plan. These include deductibles, coinsurance, co-pays, and over-the-counter (OTC) items. Keep in mind; you’ll need a prescription for an OTC drug or medicine to be considered an eligible expense. OTC items like bandages, hot/cold packs, thermometers, first aid kits or home diagnostic tests are eligible without a prescription.
       
      Dependent Care FSA
      A dependent care FSA helps you pay for eligible child or adult day care expenses. These include day care, before- and after-school programs, nursery school or preschool, summer day camp and adult day care. These expenses are so that you and, if married, your spouse can work, look for work or attend school full-time. The care must be for your child under age 13, or for a spouse or dependent who isn’t able to take care of him or herself and who lives with you at least half of the year.
       
      Limited Purpose FSA
      A Limited Purpose FSA generally helps you pay for eligible dental and vision expenses before you meet your health plan deductible. Once you meet your medical plan deductible, a Limited Purpose FSA reimburses you for all eligible out-of-pocket health care expenses. You may be able to enroll in a Limited Purpose FSA when you are enrolled in a high deductible health plan with or without  a Health Savings Account (HSA). A Limited Purpose FSA can help you save your HSA funds for the future.

      What is the benefit of enrolling in an FSA?
      The main benefit of an FSA is that the money you contribute is deducted from your pay on a pretax basis. Therefore, your taxable income is less. So, when you use your FSA funds, it’s like you’re saving about 30 cents on every dollar you spend.  
       
      How much money can I expect to save in taxes with an FSA?
      When you contribute to an FSA, that money is deducted from your pay on a pretax basis. This means your contribution comes out of your paycheck before Federal, Social Security and in some cases, state taxes are deducted from your pay. Generally, Federal taxes range from 15% to 28% and Social Security taxes is currently 7.65% of your pay. So, you could save about 30 cents on every dollar you spend on eligible expenses.
       
      Example: You have an annual salary of $60,000 and you decide to contribute $2,500 to a health care FSA and $2,000 to a dependent care FSA. With your pretax FSA contributions, you could save about $1,020. Here’s how it works.
       
        With an FSA Without an FSA
      Annual salary $60,000 $60,000
      Health Care FSA contribution ($2,500) $0
      Dependent Care FSA contribution ($2,000) $0
      Taxable income after FSA contributions $55,500 $60,000
      Estimated taxes withheld (22.65%)* ($12,570) ($13,590)
      Post-tax income $42,930 $46,410
      Money spent after-tax on health care expenses ($0) ($2,500)
      Money spent after-tax on dependent care expenses ($0) ($2,000)
      Take-home pay $42,930 $41,910
      Potential savings $1,020 $0
       
      *This example is for illustrative purposes only. It’s based on 7.65% FICA and 15% tax bracket.
       
      How does an FSA work?
      It’s quite simple really. You contribute, spend and save.
      1. Contribute - Estimate the amount you expect to spend during the plan year on eligible out-of-pocket expenses. Out-of-pocket expenses are those not covered by insurance or any other plan. Select the FSA (health care, Limited Purpose and/or dependent care) that’s right for you and choose how much you want to contribute. Your employer will deduct that amount from your paycheck in equal amounts each pay period. These deductions are pretax. Each FSA has its own contribution limit, which is set by the Internal Revenue Service (IRS). Below are the current IRS limits.  Your employer may set a lower limit.
      • Health Care FSA contribution limit - $2,550  
      • Limited Purpose FSA contribution limit - $2,550
      • Dependent Care FSA contribution limit -$5,000
      These limits are subject to change annually. You should check your plan to know how much you can contribute.  
      1. Spend - Once funds are in your FSA, you can use the PayFlex Card®, your account debit card, to pay for your eligible expenses, if offered by your employer. Or you can simply pay out of pocket and then submit a claim to pay yourself back. You can do this online, through the PayFlex Mobile® app, or complete a paper claim form and fax or mail it to us.
      1. Save - Your FSA contributions are tax-free. So when you use your FSA funds on eligible expenses, you end up saving about 30 cents on every dollar you spend. 
      What does it mean when a Limited Purpose FSA has a pre- and post-deductible phase?
      Your employer offers a Limited Purpose FSA with two phases – pre-deductible and post-deductible.
       
      Pre-deductible – Before you meet your health plan deductible, you can use your Limited Purpose FSA for eligible dental and vision expenses. This phase may also include dental and vision eligible prescriptions and over-the-counter items (OTC) .  
       
      Post-deductible – Once you meet your health plan deductible, you can use your funds to pay for all eligible health care expenses.
       
      Is there a maximum that I can contribute to a health care FSA?                       
      Yes. For 2015, the IRS set the health care FSA contribution limit at $2,550. This limit is for each FSA participant. This means, if you and your spouse are eligible to participate in a health care FSA, you may each contribute to your own FSA, up to this limit. Employers may set a lower limit, so you should check your plan to know how much you can contribute.
       
      How do I use the money in my FSA?
      Once funds are in your FSA, you can use the PayFlex Card®, your account debit card, to pay for your eligible expenses, if offered by your employer. Or you can simply pay with cash, check or credit card, and then submit a claim to pay yourself back. You can do this online, through the PayFlex Mobile®, or complete a paper claim form and fax or mail it to us.
       
      What does the term “incurred” mean?
      The IRS considers an expense to be “incurred” at the time you receive the care, service or supply. It’s not when you’re billed or pay for the expense.
       
      Example:
      You enrolled in a health care and dependent care FSA that’s effective January 1 through December 31 of this year. Eligible expenses that you incur during this period can be reimbursed.
      • You received health care services in December of last year. You paid for those services in February of this year. This expense can’t be reimbursed because you incurred the expense before the start of the FSA plan year.
      • You had dental work done in January of this year. You prepaid for the work last December. Though you paid for the work last year, you receive the dental treatment this year. This means the expense can be reimbursed from your FSA.
      • You paid for summer day camp in March. Camp begins July 15 and ends July 22. The expense is considered “incurred” on July 22. This means you can be reimbursed from your dependent care FSA for the cost of camp after July 22.
      How do I file an FSA claim?                                   
      After you incur an eligible expense, you can:
      • Submit a claim online. You can upload or fax your documentation to us.
      • Submit a claim using the PayFlex Mobile® app. You can download it for free* from your mobile app store. You’ll use the same username and password that you use for this website.
      • Complete a paper claim form and mail or fax it with your documentation. You can find this form in the Resource Center.
      *Standard text messaging and other rates from your wireless carrier still apply.  

      What do I need to send with my FSA claim?
      It depends on your expense type.
      • If your expense went through your medical or dental plan, you’ll need to send an Explanation of Benefits (EOB) from your plan. This is the best form of documentation.
      • If your expense didn’t go through your medical or dental plan, you can send an itemized receipt or statement for the expense. It must show:
      • Date of purchase or service
      • Amount you were required to pay
      • Description of the item or service
      • Name of the merchant or provider
      • If the claim is for an OTC drug or medicine, you must also include a written prescription form your doctor
      • For prescriptions, send your detailed receipt that includes the pharmacy name, patient name, prescription name, date the prescription was filled, and amount you paid.
      • For dependent care expenses, the dependent care provider must sign the claim form or provide an itemized receipt. It must include the date(s) of service.
      Note: If you don’t send an EOB, itemized receipt or statement with your claim, we’ll deny it. We can’t accept a cancelled check, credit card receipt, or billing statement that shows “previous balance,” “balance forward,” “estimated,” “filed,” or “pending insurance.”
       
      If my spouse and I each have an FSA, can we claim each other's expenses?
      Yes. However, you can’t claim the same expense for both accounts. In other words, you can’t “double-dip.” If you claim your spouse’s expenses on your FSA then your spouse can’t claim those same expenses on his or her FSA. If your spouse claims your expenses under his or her FSA, then you can’t also claim them under your FSA.
       
      I received a bill for an estimated amount. Should I pay this amount?
      No. When you receive a bill for an estimated amount, that means that the amount you’ll actually owe is unknown. You should wait until your plan pays the claim and determines how much you owe. Your plan will send you an EOB or statement showing the amount you owe. Once you know how much you have to pay for the claim, then you can use your PayFlex Card to make the payment.
       
      What does overpayment status mean?
      An overpayment generally occurs when you pay for an expense with your PayFlex Card® and the information we have doesn’t support the amount you paid.
       
      Example: You used your card to pay for a dental bill. The amount that you paid is more than what your dental plan shows that you owe. When you pay more than you should have paid, the difference is an overpayment. This will put your FSA into an overpayment status.
       
      Overpayment status can also happen when you don’t respond to a request for documentation or if your expense is considered ineligible. When your account is overpaid, we may have to suspend your PayFlex Card. This means that you won’t be able to use the card for that account. If you have other accounts on the card, the card will continue to work for those accounts. For your card to be fully active again, you can do one of the following:
      • Send us the documentation that shows your expense is eligible.
      • Send documentation for another eligible expense that hasn’t been reimbursed
      • Send us a check for the overpayment amount.
      How do I know if my account is in overpayment status?                                       
      If your FSA is overpaid, we’ll send you an Explanation of Payment (EOP). When you log in to your account, you’ll see an alert message. It will appear under Alerts on My Dashboard. If you signed up to receive EOPs by e-mail, we’ll e-mail it to you. The EOP will explain the overpayment. If you didn’t sign up to receive EOPs by e-mail, we’ll mail the EOP to you. We store all documents online, so you can view and/or download the EOP at any time.
      • View your PayFlex EOP online      
      You can view the EOP online. You can also download it. After logging in, go to My Dashboard. On the left side of the screen, select My Documents. From the drop down menu, select Coupon with EOP Report. If your account is overpaid, you’ll see the EOP that we sent to you. 
      • Sign up for electronic account notifications
      To receive e-mails about your account, you’ll need to sign up for electronic account notifications. After logging in, go to My Settings. Click on the notifications link. Then, follow the online instructions. 
           
      Note: If your account is overpaid, you won’t be able to use your PayFlex Card for that account.
       
      What should I do if my account is in overpayment status?
      If your FSA is overpaid, you must do one of the following:  
      • If the claim that caused the overpayment has gone through your medical or dental plan, you should have received an Explanation of Benefits (EOB). Fax, mail or upload that EOB along with a copy of the Explanation of Payment (EOP) notice. The EOB will show the date of service, a description of the service and the amount you have to pay for the claim. This will show us if the amount in question was for an eligible expense. 
      • If the EOB shows that you paid more than you should have, you can substitute another eligible expense for the overpayment amount. Fax, mail or upload the EOB along with a completed claim form for that other expense. If you don’t have an EOB, you can use an itemized receipt. The receipt must show the date of purchase or service; the amount you’re required to pay; a description of the item or service; and the name of the merchant or provider. You must have incurred this expense in the same plan year. The amount of this expense would have to be equal to or greater than the overpayment amount. You must not have already received reimbursement for this expense.
      • If you don’t have another expense to cover the overpayment, you’ll have to pay back your FSA. You can mail a check for the amount of the overpayment. You can find our mailing address on the Contact Us page. Make the check payable to PayFlex Systems USA, Inc. Please don’t send cash.
      Can I change my election during the plan year?
      Your FSA election remains in place for the plan year. This is an IRS rule. The only way to change your FSA election during the plan year is if you have a status change event and as a result of that event, it’s necessary for you to change your election. Your employer’s plan determines which status change events are allowed. Below are some examples.
      • Change in legal marital status (marriage, divorce, legal separation, annulment, death of a spouse)
      • Change in number of tax dependents (birth, adoption, death)
      • Change in employment status that affects benefit eligibility
      • Dependent becomes or is no longer eligible under the plan (reaches limiting age, gains or loses student status)
      • Change in residence that affects eligibility
      A dependent care FSA has additional status change events. For example, if you change dependent care providers, you may change your contribution amount. A change in your provider also includes going from having a dependent care provider to not having one. If your dependent care provider increases their cost and the provider is not a relative, you may make an election change.
       
      Generally, you have 30 calendar days from the date of your status change to change your election. You’ll need to contact your Human Resources or Benefits Department to change your election.
       
      How do I change my election?
      You’ll need to contact your Human Resources or Benefits Department to change your election. You have to complete a form and provide supporting documentation. Remember, the only way to change your FSA election during the plan year is if you have a status change event. Generally, you have 30 days from the date of your status change to change your election.
       
      What happens if I have funds left in my FSA at the end of the plan year?
      Generally, funds left in an FSA at the end of the year are forfeited. This is the FSA “use-it-or-lose-it” rule. However, your plan has the “rollover” feature, which can help reduce forfeitures. You can roll over up to $500 in unused funds to the next plan year.

      What is a run out period?
      A run out period is the additional time you have to submit eligible claims after the end of the plan year. You should check your plan documents for your run out period.
       
      Example: Your FSA plan year is January 1 through December 31. With a 90-day run out period, you would have until March 31 of the next year to submit claims. These claims must be for eligible expenses that you incurred during the plan year. 

      What is the rollover?
      The rollover is a feature that your employer may offer with your FSA plan. It lets you “roll over” a limited amount of unused health care FSA or Limited Purpose FSA funds to the next plan year. The rollover limit is $500. However, your plan may set a lower limit. Check your plan to see if your FSA has the rollover feature.

      My FSA has the rollover feature. How much of my FSA funds can I roll over to the next plan year?
      It depends on your plan. The most you can roll over is $500. Your plan may set a lower limit for the rollover. You should confirm your rollover amount with your employer.
       
      My FSA has the rollover feature. Does the rollover change how much I can contribute to a health care FSA or Limited Purpose FSA?          
      No. You can still contribute up to the IRS limit of $2,550 each plan year. However, your plan may have a lower limit, so you should check your plan to see how much you can contribute. If you have a rollover amount, it will be added to your FSA election amount.
       
      Will my health care FSA or Limited Purpose FSA funds roll over each year?
      That depends on what your FSA plan allows. Check your plan to see if your FSA has the rollover feature. Your plan will also determine how much you can roll over.

      My employer offers the $500 rollover feature for my FSA. What happens if I have more than $500 in my FSA at the end of the plan year?
      You can only roll over up to the $500 limit. If you have more than $500 in your FSA, you can still submit claims through the end of your plan’s run out period for eligible expenses that you incurred during the plan year. If you still have more than the rollover amount in your FSA after your run out period, the excess amount will be forfeited.
       
      Example #1: Your plan has the $500 rollover feature. You have $750 in your FSA on December 31. You submit a claim for $250, which is approved. This leaves a balance of $500 in your FSA. You can roll over this balance to the next plan year.
       
      Example #2: You have $750 in your FSA on December 31 and you don’t have any more claims to submit. You can roll over $500 into the next plan year. You’ll lose (“forfeit”) the remaining $250.
       
      My FSA has the rollover feature. Does my FSA still have a grace period?
      No. A health care FSA can have a rollover or a grace period, but not both.

      What happens if my health care FSA has the rollover feature and I want to enroll in a Health Savings Account (HSA) in the new plan year?
      You can’t have a health care FSA and an HSA at the same time. If you have a health care FSA this year and plan to enroll in an HSA next year, you may be able to roll over your health care FSA dollars into a Limited Purpose FSA. If a Limited Purpose FSA isn’t an option, you may be able to waive the rollover for your health care FSA. When you enroll in your benefits for next year, check your plan options. This can help you avoid losing your funds and make sure you are eligible for the HSA.
       
      Can I waive the rollover feature for my FSA?
      If your plan allows it, you can waive the rollover feature for your FSA. When you enroll in your benefits, you should ask if you have the option to waive the rollover.

      Does the rollover feature apply to dependent care FSAs?
      No. The rollover feature doesn’t apply to dependent care FSAs.
       
      What happens to my FSA if I leave my company?
      It depends on your plan. Your FSA coverage may end on your last day of work or it may end at the end of that month. You may still be able to submit claims for eligible expenses that you incurred during the time you had coverage. Your employer will let you know how and when to submit claims. You may also be eligible to elect COBRA coverage for your FSA. 
       
      If you have a dependent care FSA, your plan determines how you can use the funds you have left in your account. One option is to continue to incur eligible expenses and submit claims until you spend all of your FSA funds. Another option is that you submit claims for eligible expenses you incurred before your employment ends.
       
      You should contact your Human Resources or Benefits Department for more information.
    • *Note:  This information is general in nature for informational purposes only.  Please refer to your employer’s plan for specific information about your plan.
      What is a Flexible Spending Account?
      A Flexible Spending Account (FSA) lets you pay for eligible expenses with tax-free money. You contribute to an FSA with pretax money from your paycheck. This, in turn, may help lower your taxable income. There are three types of FSAs – health care FSA, dependent care FSA and Limited Purpose FSA. 
       
      Health Care FSA
      A health care FSA helps you pay for eligible out-of-pocket medical, dental, vision, hearing and prescription drug expenses for you, your spouse and your tax dependents. Out-of-pocket expenses are those not covered by insurance or any other plan. These include deductibles, coinsurance, co-pays, and over-the-counter (OTC) items. Keep in mind; you’ll need a prescription for an OTC drug or medicine to be considered an eligible expense. OTC items like bandages, hot/cold packs, thermometers, first aid kits or home diagnostic tests are eligible without a prescription.
       
      Dependent Care FSA
      A dependent care FSA helps you pay for eligible child or adult day care expenses. These include day care, before- and after-school programs, nursery school or preschool, summer day camp and adult day care. These expenses are so that you and, if married, your spouse can work, look for work or attend school full-time. The care must be for your child under age 13, or for a spouse or dependent who isn’t able to take care of him or herself and who lives with you at least half of the year.
       
      Limited Purpose FSA
      A Limited Purpose FSA generally helps you pay for eligible dental and vision expenses before you meet your health plan deductible. Once you meet your medical plan deductible, a Limited Purpose FSA reimburses you for all eligible out-of-pocket health care expenses. You may be able to enroll in a Limited Purpose FSA when you are enrolled in a high deductible health plan with or without  a Health Savings Account (HSA). A Limited Purpose FSA can help you save your HSA funds for the future.

      What is the benefit of enrolling in an FSA?
      The main benefit of an FSA is that the money you contribute is deducted from your pay on a pretax basis. Therefore, your taxable income is less. So, when you use your FSA funds, it’s like you’re saving about 30 cents on every dollar you spend.  
       
      How much money can I expect to save in taxes with an FSA?
      When you contribute to an FSA, that money is deducted from your pay on a pretax basis. This means your contribution comes out of your paycheck before Federal, Social Security and in some cases, state taxes are deducted from your pay. Generally, Federal taxes range from 15% to 28% and Social Security taxes is currently 7.65% of your pay. So, you could save about 30 cents on every dollar you spend on eligible expenses.
       
      Example: You have an annual salary of $60,000 and you decide to contribute $2,500 to a health care FSA and $2,000 to a dependent care FSA. With your pretax FSA contributions, you could save about $1,020. Here’s how it works.
       
        With an FSA Without an FSA
      Annual salary $60,000 $60,000
      Health Care FSA contribution ($2,500) $0
      Dependent Care FSA contribution ($2,000) $0
      Taxable income after FSA contributions $55,500 $60,000
      Estimated taxes withheld (22.65%)* ($12,570) ($13,590)
      Post-tax income $42,930 $46,410
      Money spent after-tax on health care expenses ($0) ($2,500)
      Money spent after-tax on dependent care expenses ($0) ($2,000)
      Take-home pay $42,930 $41,910
      Potential savings $1,020 $0
       
      *This example is for illustrative purposes only. It’s based on 7.65% FICA and 15% tax bracket.
       
      How does an FSA work?
      It’s quite simple really. You contribute, spend and save.
      1. Contribute - Estimate the amount you expect to spend during the plan year on eligible out-of-pocket expenses. Out-of-pocket expenses are those not covered by insurance or any other plan. Select the FSA (health care, Limited Purpose and/or dependent care) that’s right for you and choose how much you want to contribute. Your employer will deduct that amount from your paycheck in equal amounts each pay period. These deductions are pretax. Each FSA has its own contribution limit, which is set by the Internal Revenue Service (IRS). Below are the current IRS limits.  Your employer may set a lower limit.
      • Health Care FSA contribution limit - $2,550  
      • Limited Purpose FSA contribution limit - $2,550
      • Dependent Care FSA contribution limit -$5,000
      These limits are subject to change annually. You should check your plan to know how much you can contribute.  
      1. Spend - Once funds are in your FSA, you can use the PayFlex Card®, your account debit card, to pay for your eligible expenses, if offered by your employer. Or you can simply pay out of pocket and then submit a claim to pay yourself back. You can do this online, through the PayFlex Mobile® app, or complete a paper claim form and fax or mail it to us.
      1. Save - Your FSA contributions are tax-free. So when you use your FSA funds on eligible expenses, you end up saving about 30 cents on every dollar you spend. 
      What does it mean when a Limited Purpose FSA has a pre- and post-deductible phase?
      Your employer offers a Limited Purpose FSA with two phases – pre-deductible and post-deductible.
       
      Pre-deductible – Before you meet your health plan deductible, you can use your Limited Purpose FSA for eligible dental and vision expenses. This phase may also include dental and vision eligible prescriptions and over-the-counter items (OTC) .  
       
      Post-deductible – Once you meet your health plan deductible, you can use your funds to pay for all eligible health care expenses.
       
      Is there a maximum that I can contribute to a health care FSA?                       
      Yes. For 2015, the IRS set the health care FSA contribution limit at $2,550. This limit is for each FSA participant. This means, if you and your spouse are eligible to participate in a health care FSA, you may each contribute to your own FSA, up to this limit. Employers may set a lower limit, so you should check your plan to know how much you can contribute.
       
      How do I use the money in my FSA?
      Once funds are in your FSA, you can use the PayFlex Card®, your account debit card, to pay for your eligible expenses, if offered by your employer. Or you can simply pay with cash, check or credit card, and then submit a claim to pay yourself back. You can do this online, through the PayFlex Mobile®, or complete a paper claim form and fax or mail it to us.
       
      What does the term “incurred” mean?
      The IRS considers an expense to be “incurred” at the time you receive the care, service or supply. It’s not when you’re billed or pay for the expense.
       
      Example:
      You enrolled in a health care and dependent care FSA that’s effective January 1 through December 31 of this year. Eligible expenses that you incur during this period can be reimbursed.
      • You received health care services in December of last year. You paid for those services in February of this year. This expense can’t be reimbursed because you incurred the expense before the start of the FSA plan year.
      • You had dental work done in January of this year. You prepaid for the work last December. Though you paid for the work last year, you receive the dental treatment this year. This means the expense can be reimbursed from your FSA.
      • You paid for summer day camp in March. Camp begins July 15 and ends July 22. The expense is considered “incurred” on July 22. This means you can be reimbursed from your dependent care FSA for the cost of camp after July 22.
      How do I file an FSA claim?                                   
      After you incur an eligible expense, you can:
      • Submit a claim online. You can upload or fax your documentation to us.
      • Submit a claim using the PayFlex Mobile® app. You can download it for free* from your mobile app store. You’ll use the same username and password that you use for this website.
      • Complete a paper claim form and mail or fax it with your documentation. You can find this form in the Resource Center.
      *Standard text messaging and other rates from your wireless carrier still apply.  

      What do I need to send with my FSA claim?
      It depends on your expense type.
      • If your expense went through your medical or dental plan, you’ll need to send an Explanation of Benefits (EOB) from your plan. This is the best form of documentation.
      • If your expense didn’t go through your medical or dental plan, you can send an itemized receipt or statement for the expense. It must show:
      • Date of purchase or service
      • Amount you were required to pay
      • Description of the item or service
      • Name of the merchant or provider
      • If the claim is for an OTC drug or medicine, you must also include a written prescription form your doctor
      • For prescriptions, send your detailed receipt that includes the pharmacy name, patient name, prescription name, date the prescription was filled, and amount you paid.
      • For dependent care expenses, the dependent care provider must sign the claim form or provide an itemized receipt. It must include the date(s) of service.
      Note: If you don’t send an EOB, itemized receipt or statement with your claim, we’ll deny it. We can’t accept a cancelled check, credit card receipt, or billing statement that shows “previous balance,” “balance forward,” “estimated,” “filed,” or “pending insurance.”
       
      If my spouse and I each have an FSA, can we claim each other's expenses?
      Yes. However, you can’t claim the same expense for both accounts. In other words, you can’t “double-dip.” If you claim your spouse’s expenses on your FSA then your spouse can’t claim those same expenses on his or her FSA. If your spouse claims your expenses under his or her FSA, then you can’t also claim them under your FSA.
       
      I received a bill for an estimated amount. Should I pay this amount?
      No. When you receive a bill for an estimated amount, that means that the amount you’ll actually owe is unknown. You should wait until your plan pays the claim and determines how much you owe. Your plan will send you an EOB or statement showing the amount you owe. Once you know how much you have to pay for the claim, then you can use your PayFlex Card to make the payment.
       
      What does overpayment status mean?
      An overpayment generally occurs when you pay for an expense with your PayFlex Card® and the information we have doesn’t support the amount you paid.
       
      Example: You used your card to pay for a dental bill. The amount that you paid is more than what your dental plan shows that you owe. When you pay more than you should have paid, the difference is an overpayment. This will put your FSA into an overpayment status.
       
      Overpayment status can also happen when you don’t respond to a request for documentation or if your expense is considered ineligible. When your account is overpaid, we may have to suspend your PayFlex Card. This means that you won’t be able to use the card for that account. If you have other accounts on the card, the card will continue to work for those accounts. For your card to be fully active again, you can do one of the following:
      • Send us the documentation that shows your expense is eligible.
      • Send documentation for another eligible expense that hasn’t been reimbursed
      • Send us a check for the overpayment amount.
      How do I know if my account is in overpayment status?                                       
      If your FSA is overpaid, we’ll send you an Explanation of Payment (EOP). When you log in to your account, you’ll see an alert message. It will appear under Alerts on My Dashboard. If you signed up to receive EOPs by e-mail, we’ll e-mail it to you. The EOP will explain the overpayment. If you didn’t sign up to receive EOPs by e-mail, we’ll mail the EOP to you. We store all documents online, so you can view and/or download the EOP at any time.
      • View your PayFlex EOP online      
      You can view the EOP online. You can also download it. After logging in, go to My Dashboard. On the left side of the screen, select My Documents. From the drop down menu, select Coupon with EOP Report. If your account is overpaid, you’ll see the EOP that we sent to you. 
      • Sign up for electronic account notifications
      To receive e-mails about your account, you’ll need to sign up for electronic account notifications. After logging in, go to My Settings. Click on the notifications link. Then, follow the online instructions. 
           
      Note: If your account is overpaid, you won’t be able to use your PayFlex Card for that account.
       
      What should I do if my account is in overpayment status?
      If your FSA is overpaid, you must do one of the following:  
      • If the claim that caused the overpayment has gone through your medical or dental plan, you should have received an Explanation of Benefits (EOB). Fax, mail or upload that EOB along with a copy of the Explanation of Payment (EOP) notice. The EOB will show the date of service, a description of the service and the amount you have to pay for the claim. This will show us if the amount in question was for an eligible expense. 
      • If the EOB shows that you paid more than you should have, you can substitute another eligible expense for the overpayment amount. Fax, mail or upload the EOB along with a completed claim form for that other expense. If you don’t have an EOB, you can use an itemized receipt. The receipt must show the date of purchase or service; the amount you’re required to pay; a description of the item or service; and the name of the merchant or provider. You must have incurred this expense in the same plan year. The amount of this expense would have to be equal to or greater than the overpayment amount. You must not have already received reimbursement for this expense.
      • If you don’t have another expense to cover the overpayment, you’ll have to pay back your FSA. You can mail a check for the amount of the overpayment. You can find our mailing address on the Contact Us page. Make the check payable to PayFlex Systems USA, Inc. Please don’t send cash.
      Can I change my election during the plan year?
      Your FSA election remains in place for the plan year. This is an IRS rule. The only way to change your FSA election during the plan year is if you have a status change event and as a result of that event, it’s necessary for you to change your election. Your employer’s plan determines which status change events are allowed. Below are some examples.
      • Change in legal marital status (marriage, divorce, legal separation, annulment, death of a spouse)
      • Change in number of tax dependents (birth, adoption, death)
      • Change in employment status that affects benefit eligibility
      • Dependent becomes or is no longer eligible under the plan (reaches limiting age, gains or loses student status)
      • Change in residence that affects eligibility
      A dependent care FSA has additional status change events. For example, if you change dependent care providers, you may change your contribution amount. A change in your provider also includes going from having a dependent care provider to not having one. If your dependent care provider increases their cost and the provider is not a relative, you may make an election change.
       
      Generally, you have 30 calendar days from the date of your status change to change your election. You’ll need to contact your Human Resources or Benefits Department to change your election.
       
      How do I change my election?
      You’ll need to contact your Human Resources or Benefits Department to change your election. You have to complete a form and provide supporting documentation. Remember, the only way to change your FSA election during the plan year is if you have a status change event. Generally, you have 30 days from the date of your status change to change your election.
       
      What happens if I have funds left in my FSA at the end of the plan year?
      Generally, funds left in an FSA at the end of the year are forfeited. This is the FSA “use-it-or-lose-it” rule. However, your plan has the “rollover” feature, which can help reduce forfeitures. You can roll over up to $500 in unused funds to the next plan year.

      What is a run out period?
      A run out period is the additional time you have to submit eligible claims after the end of the plan year. You should check your plan documents for your run out period.
       
      Example: Your FSA plan year is January 1 through December 31. With a 90-day run out period, you would have until March 31 of the next year to submit claims. These claims must be for eligible expenses that you incurred during the plan year. 

      What is the rollover?
      The rollover is a feature that your employer may offer with your FSA plan. It lets you “roll over” a limited amount of unused health care FSA or Limited Purpose FSA funds to the next plan year. The rollover limit is $500. However, your plan may set a lower limit. Check your plan to see if your FSA has the rollover feature.

      My FSA has the rollover feature. How much of my FSA funds can I roll over to the next plan year?
      It depends on your plan. The most you can roll over is $500. Your plan may set a lower limit for the rollover. You should confirm your rollover amount with your employer.
       
      My FSA has the rollover feature. Does the rollover change how much I can contribute to a health care FSA or Limited Purpose FSA?          
      No. You can still contribute up to the IRS limit of $2,550 each plan year. However, your plan may have a lower limit, so you should check your plan to see how much you can contribute. If you have a rollover amount, it will be added to your FSA election amount.
       
      Will my health care FSA or Limited Purpose FSA funds roll over each year?
      That depends on what your FSA plan allows. Check your plan to see if your FSA has the rollover feature. Your plan will also determine how much you can roll over.

      My employer offers the $500 rollover feature for my FSA. What happens if I have more than $500 in my FSA at the end of the plan year?
      You can only roll over up to the $500 limit. If you have more than $500 in your FSA, you can still submit claims through the end of your plan’s run out period for eligible expenses that you incurred during the plan year. If you still have more than the rollover amount in your FSA after your run out period, the excess amount will be forfeited.
       
      Example #1: Your plan has the $500 rollover feature. You have $750 in your FSA on December 31. You submit a claim for $250, which is approved. This leaves a balance of $500 in your FSA. You can roll over this balance to the next plan year.
       
      Example #2: You have $750 in your FSA on December 31 and you don’t have any more claims to submit. You can roll over $500 into the next plan year. You’ll lose (“forfeit”) the remaining $250.
       
      My FSA has the rollover feature. Does my FSA still have a grace period?
      No. A health care FSA can have a rollover or a grace period, but not both.

      What happens if my health care FSA has the rollover feature and I want to enroll in a Health Savings Account (HSA) in the new plan year?
      You can’t have a health care FSA and an HSA at the same time. If you have a health care FSA this year and plan to enroll in an HSA next year, you may be able to roll over your health care FSA dollars into a Limited Purpose FSA. If a Limited Purpose FSA isn’t an option, you may be able to waive the rollover for your health care FSA. When you enroll in your benefits for next year, check your plan options. This can help you avoid losing your funds and make sure you are eligible for the HSA.
       
      Can I waive the rollover feature for my FSA?
      If your plan allows it, you can waive the rollover feature for your FSA. When you enroll in your benefits, you should ask if you have the option to waive the rollover.

      Does the rollover feature apply to dependent care FSAs?
      No. The rollover feature doesn’t apply to dependent care FSAs.
       
      What happens to my FSA if I leave my company?
      It depends on your plan. Your FSA coverage may end on your last day of work or it may end at the end of that month. You may still be able to submit claims for eligible expenses that you incurred during the time you had coverage. Your employer will let you know how and when to submit claims. You may also be eligible to elect COBRA coverage for your FSA. 
       
      If you have a dependent care FSA, your plan determines how you can use the funds you have left in your account. One option is to continue to incur eligible expenses and submit claims until you spend all of your FSA funds. Another option is that you submit claims for eligible expenses you incurred before your employment ends.
       
      You should contact your Human Resources or Benefits Department for more information.
  • My PayFlex Card®
    • Note: This information is general in nature for informational purposes only. Please refer to your employer’s plan for specific information about your plan.

      What is a PayFlex Card?
      Your PayFlex Card is a debit card. You can use this card to pay for 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® in order for your card to work.

      What are the benefits of using a PayFlex Card?
      There are four key benefits to the PayFlex Card.
      1. Immediate payment from your account – You can use your card at the point of service.
      2. Increased personal cash flow – When you use your card you do not have to pay out of pocket.
      3. Reduced claim filing – You won’t have to submit a claim and wait for reimbursement. Note: Be sure to keep all of your itemized receipts. You may be requested to submit them.
      4. Ease of use – Using your card allows you easy access to your funds.

      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.

      • Some providers do not accept debit or credit cards.
      • A merchant or provider may not accept MasterCard®.
      • The merchant may not be able to accept health care cards.
      • Your account balance may not cover the expense.
      • Your account may be suspended. When your account is suspended we need more information regarding another card transaction.

      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.

      • The best form of proof is the Explanation of Benefits (EOB). You will receive this for any claim that first goes through your medical or dental plan.
      • If this is not for a claim that went through your medical plan (for example, an OTC expense), you can use an itemized receipt. The receipt must show the date of purchase or service; the amount you paid; a description of the item or service; and the name of the merchant or provider. Note: If the claim is for an OTC medicine, you must also include a written prescription from your health care provider.
      • If you are sending a prescription drug receipt, it must contain the pharmacy name; patient name; date of the prescription; and amount you paid.

      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.

      • HSA – Once you contribute more funds to your account, you can submit a claim for reimbursement.
      • Health Care FSA – With a Health Care FSA, the full amount of your annual election was available on the first day of the plan year. Even though you may still be contributing to the FSA, you will 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:

      • 24/7 access to MasterCard’s certified resolution specialists
      • Internet monitoring to proactively detect stolen personally identifiable information and compromised confidential data online
      • Assistance from a specialist with notification to all three major credit reporting agencies to place blocks on cardholders’ records and obtain free credit reports
      • Assistance with completing paperwork to alert various parties of the potential fraud
      • Education about how identity theft can occur and protective measures to avoid further occurrences
      To learn more about the Identity Theft Resolution Services, call the MasterCard Assistance Center at 1-800-MC-ASSIST (1-800-622-7747).

      MasterCard® is a registered trademark of MasterCard International Incorporated.
    • Note:  This information is general in nature for informational purposes only.  Please refer to your employer’s plan for specific information about your plan.  
      What is a PayFlex Card?
      The PayFlex Card is your account debit card. It helps make it easier for you to spend the money in your PayFlex account. You can use this card to pay for eligible health care products and services. This may include 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. In order for your card to work, the merchants and providers must accept MasterCard®.
       
      What are the benefits of using a PayFlex Card?
      There are four key benefits to the PayFlex Card. 
      1. Immediate payment from your account – When you use the card, it automatically uses the money in your PayFlex account to pay for eligible expenses. 
      2. Increased personal cash flow – When you use your card you don’t have to pay out of pocket. 
      3. Reduced claim filing – You won’t have to submit a claim for your expenses and wait for reimbursement. However, you should still keep all of your itemized receipts and Explanations of Benefits (EOBs). We may ask you to submit them.
      4. Ease of use – Simply select your eligible product or service and swipe your card for payment.  
      How does my PayFlex Card work for health care expenses?                              
      You can use your PayFlex Card to pay for eligible health care products and services. If you have a health care FSA, you can use your card for eligible expenses that you incur during the plan year.
       
      You can only use the card at merchants and providers that accept MasterCard® and health care cards. This generally includes doctor and dental offices, hospitals, pharmacies, and hearing and vision care centers. You can also use your card at some discount and grocery stores. If your health plan is covering part of the expense, you may want to wait to use the card until you know how much you owe.
       
      When you’re ready to pay for an eligible expense, simply swipe your card. You can choose “credit” or “debit.” Your transaction will process like any other credit or debit card purchase. If you're buying eligible and ineligible items at the same time, you’ll have to use another form of payment for the ineligible items. You should always keep all of your itemized receipts and Explanations of Benefits (EOBs). There may be times when we ask you to show that a card purchase is eligible. 
       
      Your card is good for five years as long as you’re a PayFlex member. You don’t need a new card when you move from one PayFlex plan to another. Your election amount is simply deposited into your account and available on your card. 
       
      I just received my PayFlex Card. Do I have to use the card for all of my health care expenses?
      No. You don’t 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 to pay yourself back. You can do this online, through the PayFlex Mobile® app, or complete a paper claim form and fax or mail it to us.
       
      Where can I use my PayFlex Card?
      You can use your card at qualified merchants where MasterCard® is accepted, and where merchants can process health care cards. This includes doctor and dental offices, hospitals, pharmacies, and hearing and vision care centers. You may also use your card at some discount and grocery stores.
       
      How do I activate my new card?
      If you receive a new card, call the number listed on the activation label. Then enter your card number followed by the # sign. You’ll then enter the last four digits of your Social Security number (SSN). If your SSN is not accepted, you may need to enter the last four digits of your Employee ID number. Once you finish these steps, your card will be activated.
       
      After I activate my card, when can I start using it to pay for eligible expenses?
      You can use your card as soon as you activate it. But you’ll need to have funds in your account to use the card. You can view your account balance online or through the PayFlex Mobile® app. You’ll use the same username and password for both.
       
      If I activate my card and then order a card for my spouse or dependent, do they need to activate their new card?
      No. If your card is already active, your spouse or dependent does not need to activate their new card. This means your spouse or dependent should be able to use their card as soon as they receive it. If someone tries to activate an active card, they’ll hear this message:  “Our records indicate this account has already been activated. Please contact the customer service phone number on the back of your card if you need further assistance.” 
       
      If I receive a replacement card, do I need to activate it?
      Yes. If you receive a new card with an activation label, you must activate the card before you can use it. You’ll get a replacement card when your current card expires or if you report your card as lost or stolen.
       
      If I can’t activate my card, how many attempts can I make in a day?
      You shouldn’t have a problem activating your card. However, you can make two attempts to activate your card each day. If you’re unable to activate your card after the second try, call us at the number on the back of your card. 
       
      What should I do if I have trouble activating my card or if I have more questions?
      Please call PayFlex Customer Service. The number is on the back of your PayFlex Card. 
       
      Should I select “debit” or “credit” when using my PayFlex Card?                       
      If the merchant or provider allows you to select “debit” or “credit,” either option will work. This means you may choose “credit” and sign the receipt. If you select “debit,” you’ll need to enter a Personal Identification Number (PIN). To create or change your PIN, call 1-888-999-0121.
                                                 
      How do I change my PIN for my PayFlex Card®?
      Call Card Services at 1-888-999-0121. You’ll be asked to enter your card number, the three-digit security code (located on the back of your card) and your five-digit zip code. Then you must enter a new four-digit PIN. To do this, enter four digits of your choice. To confirm your PIN, re-enter your four digits. Once you create your PIN, you can use it right away. 

      Please make sure to remember your PIN, as you won’t receive a confirmation of it. 
       
      When will I have to use a PIN for my card transactions?
      Whenever you use your card as “debit,” you’ll have to enter your PIN. You’re not required to select “debit”; you can use your card as “credit.” However, some merchants may only let you use “debit.”
       
      Why do I need a PIN?
      When you use your card as “debit,” you need a PIN to complete the transaction. Also, having a PIN can decrease the risk of fraudulent use of your card if it’s lost or stolen. You’re not required to select “debit”; you can use your card as “credit.” However, some merchants may only let you use “debit.”
       
      How do I know when a PIN is required?
      When you swipe your card, you’ll be prompted if a PIN is required. You’re not required to select “debit”; you can use your card as “credit.” However, some merchants may only let you use “debit.”
       
      What if I forget my PIN?
      You can call 1-888-999-0121 to create a new PIN at any time.
       
      Will my spouse or dependents need a different PIN for their debit card?
      No. There’s one PIN per account. This means you’ll all use the same PIN. You’ll want to make sure that any family member with a separate debit card knows your PIN.
       
      What happens if I order a new card for one of my dependents and they call to create a PIN?
      If your dependent calls to create a PIN, this new PIN will be the PIN for all cards on your account. If you had already set up a PIN, that PIN won’t work anymore. When anyone creates a new PIN, it will override the PIN previously created.
       
      What happens if I don’t remember my PIN and the merchant requires that I use one?
      If you can’t remember your PIN, you should still be able to use your card as “credit.” If you’re unable to use your card as “credit,” you can pay for the eligible expense with cash, check or personal credit card. Then submit a claim to pay yourself back.  
       
      Now that my card will have a PIN, can I withdraw funds at an Automatic Teller Machine (ATM)?
      No. The card won’t work at an ATM.
       
      Now that my card will have a PIN, can I get cash back when using the card at a merchant?
      No, you can’t get cash back with your card. You can only use the card to pay for eligible expenses.
       
      What should I do if my PayFlex Card isn’t accepted?
      There’s more than one reason why you may not be able to use your card. 
      • The expense may be ineligible under your plan.
      • Some providers don’t accept debit or credit cards.
      • A merchant or provider may not accept MasterCard®.
      • The merchant may not be able to accept health care cards.
      • Your account balance may not cover the expense.
      • Your card may be suspended. This only applies to Flexible Spending Accounts (FSAs) and Health Reimbursement Accounts (HRAs). We have to suspend cards when we don’t receive information from you to show that a card purchase is eligible.
      If you’re unable to use your card, you can use another form of payment. If your expense is eligible, you can submit a claim to pay yourself back. You can do this online, through the PayFlex Mobile® app, or complete a paper claim form and fax or mail it to us. 
       
      Can I buy over-the-counter (OTC) items with the card?
      You can use your PayFlex Card® to pay for OTC items and supplies. These include items such as bandages, hot/cold packs, thermometers, first aid kits, home diagnostic tests and diabetic supplies.
       
      For OTC drugs and medicines, you can’t use your PayFlex Card. First, you’ll need a written prescription from your doctor. Then you’ll have to pay for the OTC drug or medicine out of pocket and then submit a claim to us. You’ll need to include your written prescription and the detailed receipt with your claim.
       
      Can I use my PayFlex Card to purchase eligible items online?
      Yes. You can use your card for online purchases of eligible items. Just make sure to keep your receipts.
       
      What happens if I don’t have enough money in my account to pay for an eligible expense?
      If you don’t have enough funds in your account, you PayFlex Card will be denied. You could check your balance and 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. If funds become available in your account, you can pay yourself back by submitting a claim.
       
      Do I need to submit a claim form when I use my PayFlex Card?
      No. When you use your card, you won’t submit a claim. However, there may be times when we need more information about the card transaction. We may ask you to send documentation to verify that your expense is eligible.
       
      I used my PayFlex Card to pay for my eligible dental expense from my health care FSA. My dentist overcharged me. How should I fix this?
      If your dentist overcharged you, you’ll have to work with your dentist to fix this. Your dentist will have to return the amount they overcharged you. The dentist should credit the amount back to your PayFlex Card. If the dentist won’t put the money back on your card, your account will remain in an overpayment status. As you submit claims for other eligible expenses, they’ll offset your overpayment amount. You can also send in a check to pay back your account. Make the check payable to PayFlex Systems USA, Inc. and mail it to us. You can find our mailing address on the Contact Us page.
       
      Why did I receive a request for documentation for my PayFlex Card purchases?
      Generally, we send a request for documentation when we’re unable to verify if one or more of your card purchases is eligible. This can happen when the amount you paid doesn’t match your copay amount or you paid an “estimated” or “pending” amount. It can also happen when we receive a description of the expense from the merchant or provider that doesn’t clearly tell us what you paid for. All you need to do is send us documentation that shows the following:
      • Date of purchase or service
      • Amount you were required to pay
      • Description of the product or service
      • Merchant or provider name
      • Patient name (if applicable)
      For more information on what to send, see “I received a request for documentation for my card purchases. What do I need to send?”
       
      We’ll let you know in the letter the date that we need you to respond. If you don’t respond by this date, we’ll have to suspend your card. While your card is suspended, you can’t use it for that account. However, you can still pay for eligible expenses out of pocket and submit a claim to pay yourself back.
       
      I received a request for documentation for my card purchases. What do I need to do?
      You have three options:
      1. Send us the documentation for your card purchase.
      You can do this online, through the PayFlex Mobile® app, or by fax or mail. If you’re sending documentation online, you’ll need to send it to us in PDF format. Your documentation needs to include the following:
      • Date of purchase or service
      • Amount you were required to pay
      • Description of the item or service
      • Merchant or provider name
      • Patient name (if applicable)
      If your expense went through your medical or dental plan, you’ll need to send an Explanation of Benefits (EOB) from your plan. This is the best form of documentation.
       
      If your expense didn’t go through your medical or dental plan, you can send an itemized receipt or statement for the expense. It must show:
      • Date of purchase or service
      • Amount you were required to pay
      • Description of the item or service
      • Name of the merchant or provider
      Generally, we won’t ask you to send information for your prescriptions. But if we do, send your prescription drug receipt that includes the pharmacy name, patient name, prescription name, date the prescription was filled, and the amount you paid.
       
      Note: We can’t accept a cancelled check, credit card receipt, or billing statement that shows “previous balance,” “balance forward,” “estimated,” “filed,” or “pending insurance.”
      1. Send us another expense.
      If you have another expense that you incurred in the same plan year and paid out of your pocket, you can use that expense to help cover the one in question. Just send us documentation for that expense. You can do this online, through the PayFlex Mobile® app, or by fax or mail.
      1. Pay back your account.
      Just send us a personal check or money order with a copy of the letter. Make it payable to PayFlex.
       
      You’ll want to provide the documentation or payment as soon as possible. We’ll let you know in the letter, the date you need to respond. If you don’t respond by that date, we’ll have to suspend your card. While your card is suspended, you can’t use it for that account. However, once we confirm that the amount you paid was for an eligible expense or receive your re-payment to cover the expense, we’ll re-activate your card.
       
      I received a request for documentation for my card purchases. How quickly do I need to respond?
      You’ll want to provide the documentation or payment as soon as possible. We’ll let you know in the letter, the date you need to respond. If you don’t respond by that date, we’ll have to suspend your card. While your card is suspended, you can’t use it for that account. However, once we confirm that the amount you paid was for an eligible expense or receive your re-payment to cover the expense, we’ll re-activate your card.
       
      Where can I view my card transactions?
      You can view your card transactions online. After logging in, select the Financial Center tab. Then use the drop down menu to select which account you want to view. There you can see your account information and card transactions.
       
      What should I do if my card is lost or stolen?                                                     
      Call us as soon as possible to report a lost or stolen card. We’ll then cancel your card and send you a new one. 
       
      If you’re 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:  
      • 24/7 access to MasterCard’s certified resolution specialists
      • Internet monitoring to proactively detect stolen personally identifiable information and compromised confidential data online 
      • Assistance from a specialist with notification to all three major credit reporting agencies to place blocks on cardholders’ records and obtain free credit reports
      • Assistance with completing paperwork to alert various parties of the potential fraud
      • Education about how identity theft can occur and protective measures to avoid further occurrences
       
      To learn more about the Identity Theft Resolution Services, call the MasterCard Assistance Center at 1-800-MC-ASSIST (1-800-622-7747).
  • Health Care Flexible Spending Account (FSA) Claim Tips for Orthodontia
    • Note:  This information is general in nature for informational purposes only.  Please refer to your employer’s plan for specific information about your plan.
      How does the FSA reimburse orthodontia?                                            
      The IRS knows that orthodontia is different from other types of health care. With orthodontia, what you need to submit depends on what’s allowable under your plan and your payment plan. Before you submit anything to PayFlex, your orthodontia expenses need to go through your dental insurance. Below are the reimbursement options.
      1. Coupon Payment Option – If your plan allows, this option works best when your orthodontist gives you a coupon book or a monthly statement of expenses. You must submit the coupon or itemized statement with a completed claim form. You’ll do this as the service is provided.
      1. Monthly Payment Option (Auto Pay) – If your plan allows, you can set up Auto Pay for recurring monthly reimbursements. To do this you must include a copy of the orthodontia contract or agreement* with your first claim form. Make sure to check the box to set up automatic monthly reimbursements. Once we process the first claim, we’ll automatically reimburse you each month, based on your agreement. You don’t have to submit a claim form for each visit. We use the agreement to set the monthly amount that you’ll receive from your FSA. This automatic reimbursement will be in place for the length of the agreement. You just need to be enrolled in the FSA and have funds available. You’ll receive the monthly payments on or about the due date stated in your agreement.
      *You’ll need to get a payment contract or agreement from your orthodontist. That agreement must include:
      • Patient name
      • Date that the service begins
      • Duration or length of treatment
      • Cost of the initial banding work
      • Amount you must pay each month
      If you use Auto Pay, you can’t use your PayFlex Card® for these expenses.
      1. Total Payment Option – If your plan offers this option, you can receive reimbursement for the full amount if that’s what you paid. We’ll reimburse you up to your FSA election amount, minus any previous FSA payments. If you have sent in other claims, make sure to check your FSA balance. You can do this online. This will let you know how much you have available.
      With this option, you must include a copy of your paid receipt. You also need to include an itemized statement. This must include:
      • Provider name
      • Patient name
      • Date treatment started
      • Amount you paid
      • Amount insurance will pay
      You can only submit the total payment once for reimbursement.
       
      I have Auto Pay for orthodontia but I’m not re-enrolling in the health care FSA. Can I get reimbursed during the grace period?
      If your plan has a grace period, Auto Pay will continue to pay with funds that you have left in your FSA. This will happen for the first two months of the grace period. The third month will have no payment activity. Payment for Auto Pay is only for a full month. Since the grace period is two and a half months, the third month is not a full month for payment. If you didn’t re-enroll in the FSA, you won’t receive payments after this.
  • Managing My Settings
    • How do I enroll in direct deposit?
      You can enroll in Direct Deposit online or with a paper form. Once you enroll, you can receive your reimbursements directly into your checking or savings account. To get started, from the top navigation select the Financial Center. Click on Enroll in Direct Deposit from the left navigation bar and follow the steps.
      To use paper enrollment, you can download the form. The form is available in the Resource Center under Administrative Forms. Complete the form. Mail it to us at the address on the form.

      How do I change my username and password?
      You can change your user name or password at any time. Go to My Dashboard. From the left navigation bar, select My Settings. Follow the instructions to make your changes.

      How do I change my e-mail address?
      You can change your e-mail at any time. Go to My Dashboard. From the left navigation bar, select My Settings. Follow the instructions to make your changes. Note: This is the e-mail address that we will use for all account communications.

      What is eNotify? How do I enroll?                                                             
      eNotify is our electronic notification service. When you enroll in eNotify you will receive alerts and updates on your account. Depending on your plan, you can choose which notifications you want to receive. These include balance reminders and claim status.  To get started, go to My Dashboard. From the left navigation select My Settings. Click on Notifications / E-mail Address and follow the steps.
  • Filing A Claim
    • How do I file an FSA claim?
      After you incur an eligible expense, you can:
      • Submit a claim online. You can upload or fax your documentation to us.
      • Submit a claim using the PayFlex Mobile® app. You can download it for free* from your mobile app store. You’ll use the same username and password that you use for this website.
      • Complete a paper claim form and mail or fax it with your documentation. You can find this form in the Resource Center.
      *Standard text messaging and other rates from your wireless carrier still apply.   

      What do I need to send with my FSA claim?
      It depends on your expense type.

      If your expense went through your medical or dental plan, you’ll need to send an Explanation of Benefits (EOB) from your plan. This is the best form of documentation.

      If your expense didn’t go through your medical or dental plan, you can send an itemized receipt or statement for the expense. It must show the:
      • Date of service or purchase
      • Amount you were required to pay
      • Description of the item or service
      • Name of the merchant or provider
      If the claim is for an over the counter (OTC) drug or medicine, you must also include a written prescription from your doctor.

      For prescriptions, send your detailed receipt. It must include the pharmacy name, patient name, prescription name, date the prescription was filled, and amount you paid.

      For dependent care expenses, the dependent care provider must sign the claim form or provide an itemized receipt. It must include the date(s) of service.

      Note: If you don’t send an EOB, itemized receipt or statement with your claim, we’ll deny it. We can’t accept a cancelled check, credit card receipt, or billing statement that shows “previous balance,” “balance forward,” “estimated,” “filed,” or “pending insurance.”
    • How do I file an FSA claim?
      After you incur an eligible expense, you can:
      • Submit a claim online. You can upload or fax your documentation to us.
      • Submit a claim using the PayFlex Mobile® app. You can download it for free* from your mobile app store. You’ll use the same username and password that you use for this website.
      • Complete a paper claim form and mail or fax it with your documentation. You can find this form in the Resource Center.
      *Standard text messaging and other rates from your wireless carrier still apply.   

      What do I need to send with my FSA claim?
      It depends on your expense type.
      If your expense went through your medical or dental plan, you’ll need to send an Explanation of Benefits (EOB) from your plan. This is the best form of documentation.
      • If your expense didn’t go through your medical or dental plan, you can send an itemized receipt or statement for the expense. It must show:
      • Date of purchase or service
      • Amount you were required to pay
      • Description of the item or service
      • Name of the merchant or provider
      • If the claim is for an OTC drug or medicine, you must also include a written prescription form your doctor
      • For prescriptions, send your detailed receipt that includes the pharmacy name, patient name, prescription name, date the prescription was filled, and amount you paid.
      • For dependent care expenses, the dependent care provider must sign the claim form or provide an itemized receipt. It must include the date(s) of service.
      Note: If you don’t send an EOB, itemized receipt or statement with your claim, we’ll deny it. We can’t accept a cancelled check, credit card receipt, or billing statement that shows “previous balance,” “balance forward,” “estimated,” “filed,” or “pending insurance.”
    • What does the term “expense incurred” mean?
      IRS regulations say the expense must be incurred before it can be reimbursed. The IRS specifically defines expense incurred as follows: Expenses are treated as having been incurred when you are provided with the health care or dependent day care that gives rise to the expense, and not when you are formally billed or charged for, or pay for the expense.

      Here are some examples:

      • If your coverage was effective beginning July 1 for the FSA plan, then expenses incurred on or after July 1 can be submitted for reimbursement.
      • If you received health care services in December, but waited to pay for those services in January, this would be considered a December expense because the date of service was in December.
      • If your dentist said you needed a crown in January, and you prepaid for the crown in December, this would be a January expense because the date of service would occur in January.