What if I don’t have my HSA or FSA card available when I’m ready to purchase? You can still complete your purchase using a regular credit or debit card. When you select Flex as your payment method and enter standard card information, Flex will email you an itemized receipt and Letter of Medical Necessity that you can submit to your HSA or FSA administrator for reimbursement. Most reimbursement claims process within 2 to 4 weeks.

Why might my HSA or FSA card be declined during checkout? HSA and FSA cards function as debit cards, and the most common decline reason is insufficient funds in your account. Contact your HSA or FSA administrator to confirm your current balance before attempting large purchases. If you have insufficient funds in a single account, you can use a regular credit card and submit for partial reimbursement up to your available HSA or FSA balance.

What should I keep on file after my purchase? You should retain your Letter of Medical Necessity for at least 3 years in case of an IRS audit of your HSA or FSA account. Some FSA administrators may also request the Letter to confirm purchase eligibility during the reimbursement process. Flex sends this documentation via email to the address associated with your order, typically within 24 hours of purchase. If you don’t receive the email, check your spam folder as messages from notifications@withflex.com may be automatically filtered by some email service providers.

Can I purchase equipment now and apply for FSA reimbursement next year? For FSA accounts, most administrators require that purchases be made during your coverage period. If your FSA coverage runs through 2025, purchases typically need to be made and submitted for reimbursement within that calendar year, though some plans offer grace periods or run-out periods for claim submission. HSA accounts operate differently and generally allow reimbursement applications at any time, even years after purchase. This fundamental difference between FSA and HSA timing makes understanding your specific plan’s rules important.

What happens if my FSA claim gets denied? First, verify with your FSA provider whether the specific equipment qualifies under your plan’s guidelines. Employer-sponsored FSA plans can establish eligibility requirements beyond basic IRS guidelines. If you believe your claim was wrongly denied and you have a Letter of Medical Necessity from Flex documenting medical necessity, contact both your FSA administrator and Flex support at support@withflex.com for guidance on next steps. In some cases, additional documentation or clarification about your medical condition may resolve the issue.

Can I use multiple HSA or FSA cards for a single purchase? No, splitting payment across multiple HSA or FSA cards isn’t currently supported. If you have insufficient funds in a single account, you can use a regular credit card for the full purchase and then submit for reimbursement up to your available HSA or FSA balance. This approach also works if you want to earn credit card rewards points while still getting partial tax advantage through reimbursement.

Flex asked if I’ve been “medically cleared to participate in an exercise program.” What does that mean? Do I need a doctor’s note or Letter of Medical Necessity (LMN)? This question comes from Flex’s telehealth provider as part of their compliance process for approving HSA/FSA payments. It’s a standard step designed to confirm that you don’t have any medical conditions that would make exercise unsafe. If you haven’t been told by a doctor not to exercise, and you don’t have any injuries or health restrictions, you can truthfully answer “yes” and continue with the approval process. Most people fall into this category and do not need a separate doctor’s note.

If you have been restricted from exercise by a physician (for example, due to injury, surgery, or a serious health condition), you may need to obtain medical clearance or a Letter of Medical Necessity from your doctor before using HSA/FSA funds. Flex’s telehealth team uses your response to determine whether they can issue an LMN automatically or if additional documentation is needed.

This step protects both you and the program by ensuring purchases are medically appropriate and IRS-compliant.

How long does it take to receive my Letter of Medical Necessity? For eligible purchases, Flex typically issues the Letter of Medical Necessity within 24 hours of completing the health questionnaire. The Letter arrives via email at the address associated with your order. You’ll need this documentation before you can use your HSA or FSA card for direct payment, or to submit a reimbursement claim if you paid with a regular credit card.

What if the date on my Letter of Medical Necessity doesn’t match my purchase receipt? This occasionally happens due to time zone differences in when documents are processed. If your FSA administrator raises concerns about the date discrepancy, contact Flex support at support@withflex.com and they can work with their telehealth team to reissue the Letter with corrected dates. Keep both the original and corrected Letter for your records.