Debit Card Frequently Asked Questions
Where is My Debit Card?
If you have not received your 24HourFlex Debit Cards in the mail, first log in to your consumer portal at participant.24hourflex.com and confirm that the mailing address listed under “Profile” is correct. If the address is incorrect, edit the address to make the necessary corrections and order new cards under the “Banking/Cards” tab. Your new cards should arrive within 7-10 business days of being ordered.
If you have confirmed that the mailing address in your consumer portal is correct and you still have not received your Debit Cards, contact us via email or phone at 303-369-7886, and we will ensure that you receive your cards.
Why Did I Receive Two Debit Cards?
The first card is for you, and the second card is for your spouse or dependent. If you do not need a second card, you may either store it in a safe place or destroy it. As always, if you need to order new or extra cards, you can do so through the new participant portal.
Both cards will have your (the participant’s) name on them. Your spouse or dependent should sign his/her name on the back of his/her card. Even though your name is on the front, it is actually the signature on the back that matters per the cardholder agreement with VISA, and your spouse/dependent can use the card to pay for their medical expenses.
How Do I Activate My Debit Card?
To activate your 24HourFlex Debit Card(s), simply call the number on the sticker that came on the front of your card at 1-866-898-9795. You will need to enter your 16-digit card number and the last four digits of the primary account holder’s social security number. Upon completion of this activation process, your card will be immediately activated and ready to use!
When Do I Submit a Receipt?
In general, any expense that does not have a dollar amount equal to a co-pay or a multiple of a co-pay will require you to submit receipts. For every expense that requires receipts, we will send a reminder via email or letter the day after a card transaction occurs that will give instructions on how to submit the necessary documentation.
If you want more information about what these reminders look like, want to know when these reminders will come, or have questions about the follow-up process for Debit Card use, click here.
Why Was My 24HourFlex Debit Card Suspended?
There are three common reasons why a card may be suspended:
(1) Receipts for a qualified expense are overdue.
(2) Card was used to pay for an ineligible expense.
(3) Additional and/or more specific documentation is needed to verify a card purchase.
In all of these situations, you will receive multiple reminders via email or letter giving information on deadlines and correct course of action to resolve the issue. If you would like a more detailed explanation of the reminders you should receive and the follow-up process for Debit Cards, click here.
If you are still unsure why your card has been suspended, please contact our support team via email or phone, and we would be happy to help you.
Please note that our office will be closed on the below dates in observance of the following holidays:
Memorial Day – Monday, May 28th
Fourth of July – Wednesday, July 4th
Labor Day – Monday, September 3rd
Thanksgiving – Thursday, November 22nd and Friday, November 23rd
Christmas – Tuesday, December 25th
New Year’s – Tuesday, January 1st (2019)