Declined Transactions

Allowing a merchant

If you would like to request that we allow a particular merchant, we first need to see a record of a transaction from that vendor. Therefore, the first step is to try to use your Benepass card with this merchant.

  • If the transaction goes through, then no need to specifically allow the merchant.
  • If the transaction declines, we need to be able to see how the merchant billed you. With that information, we can then add it to our backend and prevent future declines. 

*Please note we can only allow merchants that are eligible within your program.

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.

If you would like for us to allow an eligible merchant where your Benepass card was declined, please submit a ticket request by clicking on the button in the upper-right corner of this page. 

Questions? We are happy to help! Please reach out to Benepass Support for any assistance.

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