If you or your clients are experiencing issues adding an HSA card to Therabyte Pay, or if payments are being declined, here’s what you need to know.


Why might an HSA card be declined?

  • Card verification failure: HSA cards often go through a verification process before being saved to a profile. If the card fails this step, it won’t be saved, and no charge attempt will show up with the card issuer.

  • Restrictions by card provider: Some HSA/FSA cards do not allow online storage of card details or may require additional approval before use.

  • Issuer’s decision: Even if your Therabyte Pay account is enabled for HSA/FSA payments, the card issuer still decides whether to approve or decline a transaction.

What can the client do?

Contact the card issuer:
Ask the client to call the number on the back of their HSA card and:

  • Mention that they are seeing a “generic decline.”

  • Provide the merchant name: THERABYTE

  • Request approval for online payments to Therabyte.


Try an alternative card:
If the HSA card continues to be declined, clients can:

  • Use a regular credit or debit card to complete the payment.

  • Submit receipts for reimbursement through their HSA provider.


Attempt a one-time payment:
In some cases, entering the HSA card for a single payment (without saving it to the account) might succeed. Please contact support if this option is needed — it may require a custom payment link.

What is Therabyte doing to help?

  • We’ve confirmed that our system is set up to accept HSA/FSA payments.

  • We’ve seen other clients successfully use HSA cards without issues.

  • We are working closely with Stripe, our payment processor, to investigate cases where specific HSA cards are declined.


When to contact Therabyte Support


If the steps above don’t resolve the issue:


Please include:

  • The last 4 digits of the card (do not send the full card number)

  • The exact error message displayed

  • Confirmation that the card issuer was contacted


We will coordinate with Stripe and work toward a resolution.