When Benefits Card* is used, the transaction may be denied due to one of the following reasons:

The Merchant Category Code (MCC) is not clearly eligible

Merchant Category Codes (MCC) is a four-digit code used to categorize merchants by business type. We will greenlight transactions based on the MCC if it signals FSA/HSA eligible establishment, such as MCC 8062, Hospitals. The merchant must only provide FSA/HSA eligible items or services under IRS guidelines.

The attempted purchase is not eligible

Please check out IRS 502 Publication to see the list of eligible medical expenses.

The account has insufficient funds to cover the entire purchase, or the merchant does not support partial authorization

You can always check your accounts balance in Twic portal. If the balance looks off, please contact our Member Experience Team to check it out!

The card has been suspended

You card might be suspended or deactivated because of

  1. Lost/stolen report

  2. Unpaid Balance Due from previous ineligible transactions

  3. Plan Deactivation

  4. Termination of employment

No benefit accounts linked to the card

Please make sure your enrollment records are correct in our system.

The merchant location does not use an inventory information approval system (IIAS)

An IIAS requires a merchant’s inventory and point-of-sale systems to have the ability to verify that the merchandise being purchased with a FSA/HSA card is an eligible medical expense, as defined by the IRS. This is often the reason why your card is declined at pharmacies. To find out more details, please see HERE.

If your card is not accepted at the merchant, you are always welcomed to pay out-of-pocket first and submit a manual reimbursement claim. If you have any doubts about your denied card transaction, please reach out to support@twic.ai or our member experience team via LiveChat for further assistance.


*Benefits Card: Please be advised that the Benefits 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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