Truemed processes HSA and FSA payments at checkout so you can use pre-tax health dollars for eligible purchases. When something goes wrong with a payment, the right path forward depends on where the issue sits: with your HSA/FSA card itself, with the Truemed transaction, or with a downstream refund. This article walks through the most common scenarios and what to do in each one.
If your HSA/FSA card is declined at checkout, the issue is almost always with the card or account rather than with Truemed itself. For a full troubleshooting guide, see the Troubleshooting HSA/FSA Card Declines at Checkout article.
Before diving into deeper troubleshooting, run through this quick checklist:
Sometimes a payment gets stuck at the processing step without a clear error message. This is often a browser or session issue rather than a problem with your card or account.
Try these steps in order:
If you have tried all of the above and the payment still won’t go through, contact Truemed support. Before reaching out, gather the following so we can investigate faster:
Reach us at support@truemed.com.
If you see a charge you don’t recognize, here’s how to identify whether it’s a Truemed transaction.
How Truemed charges appear on statements. Charges processed through Truemed will typically appear on your HSA/FSA statement as the merchant name or as “Truemed.” If you’re unsure, log into your Truemed dashboard and check your order history to match the amount and date.
Steps to verify a charge:
If you’ve gone through these steps and still can’t identify the charge, contact support at support@truemed.com. Include the charge amount, the date it appeared, and the last four digits of the card that was charged.
How refunds work for products purchased through Truemed. When you return a product, the merchant processes the refund and sends it back through the original payment method. For HSA/FSA purchases, the refund goes back to your HSA/FSA card. Truemed does not hold or redirect the funds.
What happens to your LMN. Once a refund is processed for a purchase, the associated LMN is still valid for that transaction. However, if you repurchase the same item through Truemed, a new qualification may be required.
How long refunds take. Refund timelines depend on the merchant and your HSA/FSA card issuer. In most cases, refunds appear within 5 to 10 business days after the merchant processes the return. Some card issuers may take longer.
If your refund was sent to a closed account. Truemed can only issue refunds to the original payment method used at checkout. This is a requirement from our payment processor and ensures compliance with IRS regulations. If your HSA/FSA account has since been closed, the refund will still be sent to that account. At that point, it becomes your responsibility to contact your former HSA/FSA provider to ask about their policy for funds received on closed accounts. Truemed does not have access to closed account systems and cannot recall or redirect a refund once it has been issued. If you have questions about a refund that may be affected by a closed account, contact us at support@truemed.com with your new account details and we’ll help where we can.