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Billing Issues & Payment QuestionsUpdated 3 minutes ago
If you’re having trouble with a payment or see something unexpected on your bill, we’re here to help. Below are the most common billing issues and what to do next.
Common billing issues
Payment failed or card declined
This can happen for several reasons, including:
Incorrect card number, expiration date, or billing ZIP
Insufficient funds or daily spending limits
Bank security or fraud-prevention blocks
Using an HSA/FSA card that requires reimbursement instead of direct payment
What to do:
Double-check your billing details, try a different card, or contact your bank. If you’re using an HSA/FSA card, reimbursement may still be an option.
Multiple charges or duplicate charges
In some cases, you may see:
A temporary authorization that later drops off
A pending charge that doesn’t complete
A duplicate charge due to a payment retry
What to do:
Pending charges typically disappear within a few business days. If you see two completed charges, contact our support team.
Incorrect amount charged
Your total may differ from what you expected due to:
Taxes, VAT, or duties (where applicable)
Shipping fees
Subscription pricing changes
Promotions or discount eligibility
What to do:
Review your order confirmation for a detailed breakdown. If something still looks off, reach out and we’ll take a look.
Subscription billing questions
If you’re on a subscription, charges may occur when:
A scheduled shipment processes
A skipped shipment resumes
A plan renews after a trial or promotional period
What to do:
Log into your account to view upcoming charges, update payment details, or manage your subscription.
HSA/FSA billing questions (U.S. only)
It’s common for HSA or FSA cards to be declined, and a decline doesn’t necessarily mean your purchase isn’t eligible. Many plans have restrictions on where and how HSA/FSA cards can be used. Some purchases require reimbursement rather than direct payment with an HSA/FSA card.
Common reasons for an HSA/FSA card decline
1. Your plan requires reimbursement instead of direct payment
Some HSA/FSA plans don’t allow cards to be used online or with certain merchants. In these cases, you’ll need to pay out of pocket and submit for reimbursement.
2. A Letter of Medical Necessity isn’t on file yet
For products that aren’t automatically eligible, your provider may require a Letter of Medical Necessity before approving payment or reimbursement.
3. Merchant restrictions
Some HSA/FSA cards only work with approved medical providers or pharmacies. If the merchant isn’t recognized as eligible by your card processor, the transaction may be declined.
4. Insufficient or restricted funds
Your account may not have enough available funds, or your funds may be limited to specific categories.
5. Billing information mismatch
If the billing name or ZIP code doesn’t match what’s on file with your HSA/FSA account, the transaction may be declined.
What should I do if my card is declined?
If your HSA/FSA card is declined, we recommend:
Complete the eligibility assessment to receive your Letter of Medical Necessity
Complete your purchase using a regular credit or debit card
Save your order confirmation and receipt
Submit your receipt and Letter of Medical Necessity to your HSA/FSA provider for reimbursement
Most customers are still reimbursed successfully, even if their HSA/FSA card couldn’t be used at checkout. As long as you’re approved and have a valid Letter of Medical Necessity, you can submit your purchase for reimbursement through your HSA/FSA provider.
How to resolve a billing issue quickly
Before reaching out, try the following:
Confirm your billing details and card information
Check with your bank or card provider for any restrictions
Review your order confirmation or account page
Try an alternate payment method
Still Have Questions?
If you need help finding FODZYME® in your region or have questions about ordering, contact us at [email protected] or call +1 (857) 425-3616. We're happy to help.