Why can't I get HSA/FSA documentation for my purchase?

If you're unable to receive HSA/FSA documentation (such as a Letter of Medical Necessity or itemized receipt) from Flex, it's likely because your purchase wasn't processed through the Flex checkout flow.

When Flex can provide documentation

Flex can only provide HSA/FSA documentation when:

• You selected "Pay with Flex" or "Flex | Pay with HSA/FSA" as your payment method at checkout

• You completed the medical consultation form during the Flex checkout process

• Your transaction was processed through Flex's system

Common scenarios where documentation isn't available

You won't be able to receive documentation if you:

• Used the merchant's regular checkout process instead of selecting Flex

• Entered your FSA/HSA card information directly in the standard payment fields

• Used Shop Pay or other express checkout options

• Purchased through third-party platforms like Amazon

What to do if you need documentation

If you need HSA/FSA documentation for a purchase that wasn't made through Flex, your options are:

1. Return and repurchase: Contact the merchant to cancel or return your order, then place a new order using the "Pay with Flex" option at checkout

2. Use any payment method with Flex: When you select "Pay with Flex," you can use any card (HSA/FSA card, credit card, or debit card) and still receive the necessary documentation for manual reimbursement

How to avoid this issue in the future

To ensure you receive proper HSA/FSA documentation:

• Look for and select "Pay with Flex" or "Flex | Pay with HSA/FSA" at checkout

• If using Shop Pay, click the three dots next to Shop Pay and select "checkout as guest" to see all payment options

• Complete the medical consultation form that appears during the Flex checkout process

• Check your email for documentation from notifications@withflex.com after completing your purchase