Declined Transactions

Declined: Not an Eligible Purchase

If you tried to make a purchase using your Benepass card and the reason for the decline looked like this:


there could be a few reasons why.


The purchase doesn't fall under any of your benefits' categories

For instance, if you purchased groceries and you only have Commuter benefits, your card will decline because groceries are not part of commuting/transit benefits. 

The merchant's billing category is different from your benefits category

Some merchants may bill under a different category that is not necessarily representative of who they are or what they sell. For instance, Amazon may go under subscriptions, groceries, books, or many others. If you purchased an eligible item via Amazon, but it billed as something else, your card will decline. No worries though! Contact us by clicking on "Submit a request" in the top right corner of this page and we will help find a resolution.

Your employer's definition of your benefits

Every employer ultimately decides what they consider eligible spending of their benefits. Some employers will allow most things under a benefit category, but with a few restrictions. For instance, your employer may give you Lunch benefits, allowing purchases from restaurants but not for groceries. In this case, if you buy from a place like Walmart, the purchase will decline.

In all of the examples above, there may be an eligible item that was mistakenly declined. If you believe your purchase is eligible under your benefits, but it got declined, please click on "Submit a request" in the top right corner of this page and someone from our support team will help you out. 

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