If you tried to make a purchase using your Benepass card and the reason for the decline looked like this:
there could be a few reasons why.
The purchase doesn't fall under any of your benefits' categories
For instance, if you purchased groceries and you only have Commuter benefits, your card will decline because groceries are not part of commuting/transit benefits.
The merchant's billing category is different from your benefits category
Some merchants may bill under a different category that is not necessarily representative of who they are or what they sell. For instance, Amazon may go under subscriptions, groceries, books, or many others. If you purchased an eligible item via Amazon, but it was billed as something else, your card will decline. No worries though! Contact us by clicking on "Submit a request" in the top right corner of this page and we will help find a resolution.
Your employer's definition of your benefits
Every employer ultimately decides what they consider eligible spending of their benefits. Some employers will allow most things under a benefit category, but with a few restrictions. For instance, your employer may give you Lunch benefits, allowing purchases from restaurants but not for groceries. In this case, if you buy from a place like Walmart, the purchase will decline.
If you are curious to know about what is eligible under each of your benefits, you can check your specific benefit policy from within our app and website. Simply navigate to the Accounts page from the app or website, and click or tap on the desired benefit. From there, you'll see a button for "What can I spend my benefit on?" which you can expand to show more details.
Note: If you believe your purchase is eligible under your benefits, but it got declined, please contact our Support team.
Questions? We are happy to help! Please reach out to Benepass Support for any assistance.