Frequently Asked Questions

An FSA (Flexible Spending Account) and an HSA (Health Savings Account) are tax-advantaged accounts for medical expenses but differ in a few ways. FSAs are generally employer-sponsored and allow employees to use pre-tax dollars for medical expenses such as prescriptions and copays, but typically feature a "use-it-or-lose-it" policy where funds must be used within the plan year. HSAs are available to those with a high-deductible health plan and offer more flexibility, allowing funds to roll over annually.

When buying eligible fitness products, make sure you are checking out as a guest and select “Flex | Pay with HSA/FSA'' at checkout. Input your card details and checkout as usual. If a purchase requires verification of eligibility, follow the steps to complete a brief telehealth consult via chat.

In this case, it might be that none of the items in your cart are HSA or FSA eligible. But first, make sure you are not signed in to an existing Bala account and checkout as a guest.

Reach out to [email protected] if you think there is an error.

If you continue to be pushed into the Shop Pay checkout, we recommend completing your purchase in an incognito window.

Like any credit or debit card, HSA/FSAs can be declined if any of the data from the card is incorrect (number, expiration date, zip code, etc.). Flex will alert you in checkout if any of these fields is missing or incorrect so you can update them.

The most common reason for rejection of the card is insufficient funds. Reach out to your HSA or FSA provider to verify the amount of money in your account before attempting to complete your purchase again.

Absolutely, you can still be reimbursed for the expense.

Select “Flex | Pay with HSA/FSA” at checkout. Instead of entering your HSA or FSA card, input your regular credit card.

Flex will email you an itemized receipt following your purchase. Submit the itemized receipt to your HSA or FSA provider for reimbursement.

A Letter of Medical Necessity (LOMN) is a document written by a healthcare provider that explains why a specific medical service, treatment, or equipment is necessary for a patient's health. In relation to an HSA (Health Savings Account) or FSA (Flexible Spending Account), an LOMN is often required for reimbursement of expenses that are not clearly defined as eligible under the standard IRS guidelines.

Flex has partnered with us to make sure it’s as easy as possible for our consumers to use their HSA/FSA funds on eligible products. You can think of Flex as an alternative payment method, similar to Affirm or Klarna.