Understanding Denied Card Transactions

Why was my card denied?

There are a number of reasons why a benefits card may be denied/declined. Some common reasons are:

• Account balance has been depleted- the transaction must be equal to or less than the available balance
• Not accepted at this merchant- see Merchant Category Code (MCC) for more details
• Problem with security code- use only the last four digits of the code on the back of the card
• Terminated account- please contact RMR Customer Service

*Tip:  Notify the cashier that you are using an HSA/FSA card and ask that they run the card as such.

The first thing to do is to determine why. There are three ways to check the denial reason:

1. Soon after a card transaction is denied, an email is sent (if there is an email on file) to notify you of the denial and provide the reason.
2. You can identify the denial code by viewing the transaction from your the online portal.
3. Contact Rocky Mountain Reserve Customer Service by phone at 888-722-1223 or by email at [e-mail]. 

If the transaction is for a time-sensitive eligible service, a good option would be to pay out-of-pocket and submit a claim for reimbursement. 

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What if the provider I am going to does not accept cards?

If this is the case, you will need to pay out-of-pocket with another form of payment, then submit a claim through the online portal, mobile app, email, or fax.

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Contact Participant Services:

💬 Live Chat: Available via the User Portal

✉️ Email: [e-mail] 

📞 Phone: [phone] 

🕒 Support Hours: M–F, 8 AM – 5 PM MST