Anyone having issues accepting HSA cards?

[kellistaines111]

Is anyone having issues accepting HSA cards?  My clients haave been declined for 3 weeks now.

[JJ_]

Hey there @kellistaines111 

I haven't seen any reports about HSA card acceptance issues. I recommend that the affected clients contact their issuer to get a better idea of why the transactions were declined. 

[kellistaines111]

I called square back and they didn't have the correct code for me.  All set now.  Thanks.

[Lvan78]

I am having the same issue. Client called to find out why her card was declined and they said I wasn't set up as a medical facility. I have had no issues accepting hsa before. What is going on and how do I find out if my account is set up correctly as I thought it was?

[drjohn]

I have had Square for over a decade now and as of Jan 1 all HSA/FSA cards were not accepted. I've never had an issue and told my patients to call their card company. They were told I am not set up as a medical facility, even though I have been for 12 years, I think!

Square please remedy this!  I'm now looking at alternatives, especially given the outage yesterday afternoon -- it wouldn't even allow for offline payments.

Does square read these?

cheers all

[Sammie_C]

I appreciate you reaching back out, @drjohn, @biotherapyhealt, @Lvan78, and @kellistaines111. I went ahead and reached out to one of our Operations teams to take a look into this for you all. As soon as I hear back from them, I will reach back out here promptly.

[Sammie_C]

Hello again @drjohn, @biotherapyhealt, @Lvan78, and @kellistaines111. I heard back from our Operations team and they were wondering if you all have any examples of these declines you are seeing? If so, would you all be able to provide any screenshots of the decline messages with any associated details of the HSA cards and such?

If there is personal information present in the screenshots, feel free to send them over to me in a DM.

Our Operations team also mentioned that it is up to the card issuer to determine if the card can be used at your particular business, but we can still take a look into this further since you were able to accept these cards before.

Please let me know and I can escalate theses screenshots over to the corresponding team to get this resolved for you all.

[Lvan78]

On my end it simply says declined. My client called the number on her card and was told I was not set up as a healthcare provider. When I set my account up ten plus years ago I purposely set it up as a healthcare provider so that I could run hsa cards. Of it is not set up that way, did it change and how do I change it back. This same customer has been using her hsa with me for more than 5 years. I don't have screen shots, nor do I think a screen shot of the word declined would be helpful anyway.

[Sammie_C]

I understand, @Lvan78. We aren't just asking for a screenshot of the word "declined," we are looking for any additional details on the types of cards, transactions themselves, etc., so our team can try to troubleshoot what could be causing this. If it is easier to send a screenshot (and if it is available), then that is an option to help try to get this resolved for you. 

[kellistaines111]

Call Square and make sure they have the correct code.  It must be code 8099.

[biotherapyhealt]

I have been having issues as well with several clients that showed me that had the money in there and we have used it many times before and it keeps saying declined. 

[Lvan78]

I have emailed support days ago, have not gotten any response.

[A-GradeWellness]

We have this issue- any resolution?

[Sammie_C]

As @Lvan78 states, they were able to give Customer Support a call and verify their business as a healthcare provider. Our support number is (855) 700-6000 and we are available from 6 a.m. to 6 p.m. PST, Monday through Friday.

Let me know it this doesn't fix this for you and I can look into this again!

[Lvan78 · Accepted solution]

The only way to fix it is to call square customer service. I had set my account up in the beginning as a healthcare provider. So, I do not know why it changed. Customer service had to verify my business but they fixed the problem and hsa works now.

[Sammie_C]

I appreciate you letting us know this, @Lvan78. Glad to hear you were able to get this resolved.

[lfortino]

I am having the same problem with an HSA card. I just called customer service and they see nothing on Square's end or with my setup. They told me to have my client call his bank and see if there is an issue.

He showed me that he has more than enough money in the account.

This is frustrating for me as well as my client.

[Sammie_C]

Thank you for reaching out, @lfortino. In this case, I would recommend your client contact their card issuer to determine if the card can be used at your particular business. Certain card holders have limitations for certain uses or business types.

The other thing is did you confirm with Square Support that your business is set up as a healthcare provider?