Looking for Help?
If you are a participant looking for information about how to access or manage your account,
click here to visit the employee help page.
We’ve also created training material to walk you through the main features and processes of your account.
Click here to view all our training posts and find information about how to use your FSA Consumer Portal, the 24HourFlex Mobile app, Direct Deposit, and more!
DEBIT CARD FAQs
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.
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.
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!
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.
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 25th
Fourth of July – Friday, July 3rd
Labor Day – Monday, September 7th
Thanksgiving – Thursday, November 26th, Friday, November 27th
Christmas – Friday, December 25th
New Year’s – Friday, January 1st (2021)
Our call center representatives are available Monday-Friday: 7AM to 6PM
Local: 303-369-7886 | Toll Free: 800-651-4855
To activate your 24HourFlex Debit Card: (866) 898-9795
Toll Free: 800-837-4817
PO Box 3789
Littleton, CO 80161
Logging In to Your Account
for the First Time?
To access your account, go to www.24hourflex.com and hover your cursor over EMPLOYEES. Then select LOG INTO MY ACCOUNT to go to the login screen. Enter your Username and Password, and then click the LOGIN button to continue.
If you have never logged in to your account before, your username and password will follow this structure:
- Username: The first letter of your first name + your full last name + the last four digits of your social security number (e.g. JSmith1234).
- Password: The last four digits of your social security number (e.g. 1234).
For example, a participant with the name John Smith and a social security number of xxx-xx-1234 will have a username of JSmith1234 and a password of 1234.
Once you log in, you will be prompted to add three security questions. These security questions will be used if you ever need to re-set your password. After you have provided answers to all three questions, click “Next”.
On the next page, you will be asked to change your username and password. We recommend changing to your username to something easier to remember (like your email address). New passwords must be at least six characters in length, and must contain a mix of upper case, lower case, and numbers. After you have updated your login information, click “Next.”
You will then have access to your online account! Want to learn how to navigate your portal and perform the most important tasks associated with your account? You can read our training post here or watch our video that gives an overview of the Consumer Portal here.