If your card has been declined, it could be due to either of these reasons:
1. The transaction was declined on the merchant’s side due to network error or a similar issue:
In this case your merchant will likely let you try to pay again and the transaction should go through after a second attempt
2. The transaction was declined on the payment processor side:
In this case, multiple reasons could prevent the transaction from being accepted.
a) You might have used the wrong PIN to verify the transaction
b) Or the merchant you are trying to make a purchase at is not part of the enabled merchant categories. These are defined by your insurance (e.g. pharmacies, the doctor’s office accepting card payments, etc.). The exact configuration will depend heavily on the insurance and the respective policy.
If you are facing a declined transaction and are able to rule out any of the reasons above and are positive that the merchant should be enabled, please reach out to our Concierge Team via email@example.com
and we will look into the specific details of your payment.
In the meantime, please follow the standard submission flow for reimbursement requests of self-paid claims via your insurance.