Customers using HSA/FSA funds save their income tax rate because they’re paying with pre-tax dollars. Qualified customers save an average of 30%.* This is not a discount on your product. The customer pays full price, and the savings come from the tax advantage of their HSA/FSA account.

This is one of the most common issues. There are a few likely causes:

• You are signed into Shop Pay. Please log out and check out as a guest.
• The specific product hasn’t been set up in Truemed’s system yet.
• The product isn’t eligible for HSA/FSA coverage.
• You are shopping on a third-party site (Amazon, Best Buy, etc.) instead of Omre. Truemed only works on our website.

A Letter of Medical Necessity (LMN) is a document issued by an independent, licensed clinician confirming that a purchase is medically necessary for a diagnosed health condition. The IRS requires this documentation for HSA/FSA funds to be used on health and wellness products.

After completing the clinical intake form, you will receive your LMN via your Truemed dashboard at truemed.com. Most LMNs are issued within a few hours, though it can take up to 1-2 business days.

If you haven’t received your LMN, suggest you:

1. Log into your Truemed dashboard to check the status.
2. Check your spam or junk folder for emails from Truemed.
3. Make sure you have completed the full clinical intake form (it may have timed out or been left incomplete).

If none of that resolves it, please email support@truemed.com.

After completing the clinical intake form, customers receive their LMN via their Truemed dashboard at truemed.com. Most LMNs are issued within a few hours, though it can take up to 1-2 business days.

The appropriate response is: “Eligibility is determined by an independent clinician based on the health information you provided. For questions about your qualification outcome, please contact support@truemed.com."

Card declines are usually an issue with your card or account, not with Truemed. Common causes include insufficient balance, an inactive or expired card, daily spending limits, or the card issuer not recognizing the merchant.

Suggestions:

1. Check your HSA/FSA account balance.
2. Confirm the card is activated and not expired.
3. Contact the card issuer to ask about the decline reason.
4. Pay with a regular card instead, then submit for reimbursement using their LMN and receipt.

If the issue persists, email support at support@truemed.com.

Yes, but subscriptions follow the reimbursement flow. You pay for the subscription with a regular card, complete the qualification survey, and then submit your LMN and receipt to your HSA/FSA administrator for reimbursement. The same LMN covers recurring charges for up to 12 months.

Yes. Truemed’s Split Pay feature lets you divide a single order across your HSA/FSA card and a regular credit or debit card. This is useful when a HSA/FSA balance doesn’t cover the full order, or when the order includes a mix of eligible and ineligible items. Split Pay is available for one-time purchases only, not subscriptions.

If you paid with a regular card (not your HSA/FSA card), you can submit your LMN and purchase receipt to your HSA/FSA administrator for reimbursement. The process varies by administrator, but generally involves logging into the administrator’s portal, navigating to the claims section, and uploading both documents.

If you need help with the reimbursement process, please email support@truemed.com.

Truemed is only available to customers with an HSA or FSA account. If you don't have one, you can check with your employer’s HR or benefits department about enrollment options, typically during open enrollment. Truemed cannot help customers open or fund an HSA/FSA account.