Eligibility & Qualification

Troubleshooting Your Qualification Survey

The qualification survey is how Truemed’s licensed clinicians verify that your purchase is medically appropriate for your health needs. Most customers complete it in just a few minutes, but occasionally something goes wrong. This article covers the most common issues and how to resolve them.

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Survey not completing

If you submitted your answers but the survey seems stuck, did not advance, or you never received confirmation, a few things could be going on.

Common reasons a survey does not complete

  • Browser or session issue. Some browsers cache form data aggressively, which can cause the survey page to behave unexpectedly. Ad blockers and certain privacy extensions have also been known to interfere.
  • Incomplete answers. The survey requires a response to every question before it can be submitted. If a required field was skipped, the survey will not advance, and the error may not always be obvious.
  • Session timeout. If the survey link was opened and left idle for an extended period, the session may have expired. Refreshing or reopening the link usually resolves this.
  • Network interruption. A brief loss of connectivity mid-survey can prevent the submission from going through, even if it appeared to complete.

Steps to try

  1. Try a different browser. Chrome and Safari tend to work most reliably. If you are on Firefox or Edge, switch browsers and open the survey link again.
  2. Disable extensions. Temporarily disable ad blockers or privacy extensions, then reload the survey.
  3. Clear your cache. Go to your browser settings and clear cookies and cached data for the past hour, then retry.
  4. Use a fresh link. If the original link no longer works, see the “Re-starting a survey” section below for how to get a new one.
  5. Check your email. A confirmation email is sent when the survey is successfully submitted. If you did not receive one, the submission likely did not go through.

If none of these steps resolve the issue, contact our support team with the details outlined in the “When to contact support” section below.

Multi-purchase eligibility check issues

Why different products may need separate qualifications

When you order multiple products that fall under different health categories, each one needs its own eligibility check. To use HSA or FSA funds, a purchase must be medically necessary for a specific health condition. A product that addresses sleep issues draws on different diagnostic criteria than one addressing joint pain or cardiovascular fitness, even if they come from the same cart.

The independent clinical provider team evaluates each product category separately to confirm there is a valid medical reason for each purchase.

What happens when the multi-product check is incomplete

You may see an error, or receive a message, indicating that your survey was not fully completed. This usually means you attested to a qualifying health condition for one product in your order, but did not complete the eligibility check for the other.

For example, if your cart contained Product A and Product B, and these fall under different health categories:

  • You may have attested to a diagnosis that supports Product A.
  • The survey for Product B was either skipped or not completed.

As a result, the full order cannot be qualified, and your HSA/FSA card cannot be used for the entire purchase.

How to resolve it

  1. Identify which product’s eligibility check is incomplete. The survey flow or any follow-up communication you received should indicate which product needs attention.
  2. Return to the survey and edit your answers. 
  3. Attest to a qualifying diagnosis for the remaining product. When prompted about health conditions, make sure you are responding to the questions for each product in your order, not just the first one.
  4. Complete and submit the full survey. Once you have attested to a qualifying condition for each product category, the survey will complete and your order will be eligible for HSA/FSA payment.

If you genuinely do not have a health condition that aligns with one of the products in your order, that product may not be eligible for HSA/FSA payment. The qualification requires demonstrating a real medical reason, not general wellness intent. You can still complete the purchase; the ineligible product would simply need to be paid for separately with a non-HSA/FSA method.

Why Truemed asks about your health conditions

Truemed requests health information so the clinical provider team can evaluate whether there is a medically necessary reason for your purchase of a specific product or service. Identifying a specific health condition, rather than a general wellness goal, is a requirement under IRS rules for customers who want to use HSA or FSA funds on certain products.

Re-starting a survey

Sometimes the cleanest fix is to begin the survey fresh. Here is what to know before you do.

  • Check your original order confirmation email. The qualification survey link is typically included there. If the link has expired, it will prompt you to request a new one.
  • Contact support. If you cannot locate a working link, reach out to support@truemed.com and the team can send a new survey link tied to your order.

When restarting is the right move

Restarting is appropriate when:

  • The original survey link has expired and you cannot complete it.
  • You started a survey but navigated away before finishing.
  • You completed a survey but made errors you want to correct (contact support first to confirm).
  • Technical issues prevented the survey from loading or submitting properly.

When to contact support

Many survey issues can be resolved without reaching out, but some situations genuinely require help from the Truemed team.

Reach out to support if:

  • Your survey shows as complete on your end, but you have not received a confirmation email or LMN after more than 24 hours.
  • You believe you completed all required fields but keep receiving an “incomplete” error.
  • You cannot get the survey to load at all, even after trying a different browser.
  • You received a notice that your qualification was not approved and you have questions about why.
  • You need a new survey link and cannot find one in your email.

What to have ready when you contact support

Having the right information on hand will help the team assist you faster:

  • Your order number or the email address used at checkout
  • The merchant name where you placed the order
  • A screenshot or description of any error message you are seeing
  • Which product(s) you are trying to qualify
  • What you have already tried (browser changes, link retries, etc.)

Contact information

Our team typically responds within one business day.