Payment Issues & Questions

Payment Issues Troubleshooting

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.

Card declined at checkout

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:

  • Verify cart eligibility. Every item in your cart must be HSA/FSA eligible. A single ineligible item can cause the entire transaction to be declined.
  • Check your available balance. Your HSA/FSA card can only be charged up to the amount currently in your account. If your balance doesn’t cover the full purchase, you may be able to split payment between your HSA/FSA card and a credit or debit card.
  • Confirm the card is active. Cards expire, get replaced, or can be temporarily frozen. Log into your HSA/FSA account or contact your card issuer to confirm the card status.

Payment not processing

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:

  1. Refresh and try again. Close the checkout page and return to it. A timed-out session can cause payments to stall.
  2. Clear your browser cache and cookies. Cached data can interfere with checkout forms.
  3. Try a different browser or device. Browser extensions, strict privacy settings, or outdated browsers can block payment scripts from running correctly.
  4. Disable browser extensions temporarily. Ad blockers and privacy tools occasionally interfere with payment processors.

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:

  • The email address associated with your Truemed account
  • The merchant name and approximate time of the attempted purchase
  • Any error message text you saw on screen
  • The browser and device you were using

Reach us at support@truemed.com.

Unexpected charge

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:

  1. Log into your Truemed dashboard at truemed.com.
  2. Go to your order history and look for a transaction matching the amount and date.
  3. If the charge is on your HSA/FSA card, your dashboard will also show the Letter of Medical Necessity (LMN) associated with that purchase. The LMN confirms the item was reviewed and approved for HSA/FSA use.

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.

Refund questions

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.