When Twic Card* is used, the authorization is done at the point of sale. If a transaction was declined, it may be due to one of the following reasons:

The attempted purchase is from an unverifiable merchant. 

If a merchant sells a wide variety of products, we may be unable to verify the eligibility of the purchase at the point of sale. Common merchants include:

  • Amazon.com

  • Costco

  • Walmart

  • REI

  • Other major retailers that sell a wide range of products

This is not to say that the attempted purchase is ineligible. If you believe your attempted purchase is eligible, please contact our Member Experience Team via live chat or email (support@twic.ai) and we'll review the merchant as soon as possible.

While we review the merchant, you can always pay for the product or service using a personal payment method and submit a reimbursement claim afterwards. (Please note that reimbursement claims may not be applicable for all members. Make sure to first check your Program Policy, or consult our Member Experience Team to confirm your eligibility.)

The attempted purchase is not eligible

If a purchase is ineligible, Twic Card automatically rejects the transaction to make sure the compliance standards for the company policy are met.

If you believe this product is be eligible, please contact our Member Experience Team for review.

You do not have a sufficient balance in your Twic Wallet to cover a purchase.

Twic Card works just like a debit card, in that you need to have enough of a balance to cover the entirety of a purchase.

We now offer members the possibility to add your own credit card to cover large purchases, essentially allowing you to pay out-of-pocket with your own credit card, in conjunction with your Twic Card.

To use this feature, simply log-in your Member Portal, click on your icon on the top right, and go to Settings → Payment → Add Credit Card, where you can add your personal credit card.

Next, click on "Twic Card" on the left panel, and verify that the "Overdraft" option is enabled under "Card Settings" (see image below). This will enable the system to charge the remaining balance of any transactions that cost more than your account balance onto your personal credit card.

Settings in your Twic Member Portal to allow for Twic Card Overdraft.

There was an issue with the information you entered.

Your Twic Card may decline because the card information was entered incorrectly. Here are some steps we recommend you take:

  1. Confirm the Billing Address in My Settings and confirm you are using the exact same billing information on your attempted purchase (e.g. correct Zip/Postal code)

  2. Confirm that the Twic Card information is entered correctly, including card number, expiration, and CVV

*The Twic Card mentioned on this page refers to the Twic-issued card that is used for your employer-sponsored programs. Alternatively, if you would like to find out why your Benefits Card (FSA card) was declined, please refer to this article: Why was my benefits card transaction denied?

Please be advised that the Twic Card may not be applicable for all members. Make sure to check your Program Policy, or consult our Member Experience Team to confirm your eligibility.

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