Here are answers to some of the common questions we get about cards.
What’s my PIN?
Our benefit cards don't have a PIN. At checkout, if the member is asked to choose between "credit" and "debit," they should choose “credit” — even if their card says “debit.” Choosing debit will prompt members for a PIN they don't have, and the purchase won't go through.
What’s the difference between virtual and physical cards?
Virtual and physical cards have different numbers, but both pull from the same account balance. The separate numbers exist for security — virtual cards protect physical card details when members shop online.
Card options vary
Card setup is unique to your plan and organization. To understand what card options are available to you, visit your Cards tab. If you have additional questions about your card options, contact your administrator.
How do I replace my card?
To replace a lost, stolen, damaged, or compromised card, navigate to the Cards tab in your Health Wallet, select the overflow menu next to the card, and choose Request a new card.
Can I add my card to a digital wallet?
Yes! You can add your virtual or physical card to Google Pay or Apple Pay wallet for easier access!
Why was my card declined?
A few common reasons:
The card hasn't been activated yet.
Account balance is lower than the purchase amount.
You selected "debit" at checkout (see the PIN question above).
The transaction would put you above the daily spending limit.
The expense isn't eligible for the benefit. See benefit details for eligible expenses.
You're attempting an international transaction (not supported).
For virtual transactions: Your billing information does not match the address on your account.