Why was my Debit Card declined?

Although most Debit Card transactions go through without a problem, there are several possible reasons your card might be declined.

  1. Do you have any overdue documentation requests or denied card claims? If so, your card may be blocked until these are cleared up. You can login to your account at  https://my.probenefits.com or on the ProBenefits mobile app to see if you have any Debit Card transactions that require repayment.
  2. Are you out of funds for the plan year? Login to your account at  https://my.probenefits.com or on the ProBenefits mobile app to see how much money you have left in your account for the year.
  3. Did you try to swipe your card at a pharmacy or retail merchant? For most plans, the Debit Card will only work at a pharmacy or retail merchant if it has an IIAS (Inventory Information Approval System) in place, so if your pharmacy or retailer does not have this system, you will need to file a reimbursement claim with your out-of-pocket receipt to get reimbursed instead of using your card. However, with over 35,000 national, regional and local retail locations participating in IIAS, you should be able to use your card successfully at most locations. See a list of participating retailers here, or search for your favorite merchant here.
  4. If you were using your card at an IIAS-participating retailer, it’s possible that the items you were attempting to purchase with your Debit Card are not actually eligible, which would prevent the card from being used to purchase them. For example, vitamins, supplements and personal hygiene items are often assumed to be eligible but in reality are not. View an example list of eligible expenses here.

See this helpful flyer for tips on using your debit card, and please contact ProBenefits if you have any questions!