When a purchase is identified as ineligible under your benefit's policy, your ability to make new purchases may be temporarily paused until you provide documentation showing eligible use of the funds.

Why?

To ensure funds are used appropriately according to your benefit's policies and any applicable regulations, Benepass monitors transactions for eligibility.

When an ineligible purchase is identified:

• You'll receive an email notification explaining why the purchase wasn't eligible
• The transaction will be clearly marked as ineligible in your account
• Card spending will be temporarily paused
• Depending on your benefit's policy, expense submissions may also be paused

In order to resume spending from your benefit, you'll need to provide documentation showing eligible spending. This means providing a receipt for an eligible purchase not made with your Benepass card that equals or exceeds the total ineligible purchase amount.

Example

Let's say you accidentally use your Benepass card at the store to make a purchase that isn't eligible under your benefits. Once your transaction is determined to be ineligible, you'll receive an email alerting you. The transaction will be marked as ineligible in your account, and you'll see visual indicators on your benefit alerting you that spending has been paused.

To resolve this, you'll need to provide documentation showing eligible spending. Once that documentation has been provided and approved, any temporary spending restrictions will be lifted.

Common Questions

How do I resolve an ineligible transaction?

Navigate to the transaction in your Benepass account and look for the prompt to provide documentation. Submit proof of eligible spending for the amount in question. Our team will review your documentation and remove any temporary restrictions once approved.

What does proof of eligible spending mean?

Proof of eligible spending is a receipt showing the purchase of an item or service that meets the eligibility requirements of your benefit. The purchase must not have been made with your Benepass card, or previously submitted to Benepass for reimbursement. The value of the eligible spending shown on the receipt must total or exceed the amount of ineligible spending.

How can I prevent ineligible transactions?

To avoid any temporary pauses due to ineligible spending, always make sure to:

• Review your benefit's eligibility guidelines thoroughly
• Keep all receipts until transactions are fully processed
• Respond promptly to any requests for documentation