The TexFlex debit card makes it easy for you to spend the money in your TexFlex account. If you enroll in both the health care and day care accounts and you elect the card, you will use one card for both accounts. You can use the card to pay for your eligible expenses. When you use the card to pay for eligible expenses, the funds automatically come out of your TexFlex account, if funds are available. You can use the card at most merchant locations wherever MasterCard® is accepted. This includes physician and dental offices, pharmacies and vision care locations.
There is an annual $15 fee to use the card. If you enroll in both the health care and day care accounts, you only have to pay the fee once.
How does the TexFlex debit card work?
The TexFlex debit card works like any other debit card. It gives you immediate access to your TexFlex account funds so you don't have to use money from your own pocket.
You can use the TexFlex debit card at most merchants that accept MasterCard®, such as physician offices, hospitals, dental offices, pharmacies (including mail order), hearing and vision care providers, and some day care centers. You can use the card as “debit” or “credit.” If a merchant asks you to choose "debit," you’ll need a PIN to complete the transaction. To create a PIN, call Card Services at 1-888-999-0121. If you order a card for your spouse or dependent, they will use the same PIN you use.
After you swipe the card, our system automatically confirms whether you have enough funds to pay for the expense. If you have funds available, your expense will be taken out of your account.
The TexFlex debit card has an annual $15 fee, which covers as many cards as you need for your entire family. One card fee covers both the TexFlex health care and day care accounts.
Where can I use my TexFlex debit card?
If you have a TexFlex health care account, you can use your card to pay for eligible health care products and services. This includes doctor and dentist visits, hospital stays, prescriptions and hearing and vision care. You may also use your card at some discount and grocery stores. These stores must have a system that can process a health care card.
If you have a TexFlex day care account, you can use the card to pay for eligible day care expenses. The merchants and providers must accept MasterCard® for your card to work.
Is this process paperless?
Not always. When you use your debit card, you do not need to complete claim forms. However, there may be times when you’ll have to provide additional documentation for a debit card payment. This is part of the IRS guidelines.
You should keep all receipts, Explanations of Benefits (EOBs) and itemized statements for each debit card purchase for the entire plan year. If we need documentation from you, we’ll post an alert message online or send you a Request for Documentation letter. We do this when we need to verify that you used your card to pay for an eligible item or service. If you do not respond to the request, we’ll suspend your card.
Can I buy over-the-counter (OTC) items with the card?
You can use your funds to pay for OTC items and supplies. These are items such as bandages or a home diagnostic test. You can also use the funds to pay for diabetic supplies and equipment such as crutches. However, the rules are different for OTC drugs and medicines. You cannot use the TexFlex debit card to pay for OTC drugs or medicines. You’ll need to get a written prescription from your doctor. Then pay for these items with cash, check or personal credit card and submit a claim for reimbursement. Be sure to include the receipt and written prescription when you submit your claim.
Can I use my TexFlex debit card for my dental expenses?
Yes. You can use the TexFlex debit card for dental expenses. Please be sure to wait until you receive the final amount from your insurance provider so that you know how much you owe for the dental care. If you use the TexFlex debit card before your insurance provider has determined how much you have to pay, you may over pay from your TexFlex account. You should not pay an "estimated" or "pending" amount.
Why did I receive a Request for Documentation letter for my dental expense?
The TexFlex debit card is set up to approve copayments that match your employer’s plan. You may have received a letter because your expense did not match your employer’s dental copay. In that case, we must request documentation to verify the expense is eligible. This is an IRS rule. There are some dental expenses that fall under the ineligible category such as teeth whitening and dental veneers. Therefore, we are required to make sure that you are not using your health care funds for ineligible expenses.
Please note, that although medical expenses may be clearly associated to a dentist, there still may be instances where you will need to provide an itemized invoice (documentation, EOB, receipt) to verify that you used your card for an eligible medical expense. The additional documentation required is to assist PayFlex with verifying that the expense is eligible. Not all dental procedures are eligible for reimbursement according to the IRS. We recommend that you keep all EOBs, itemized statements and detailed receipts for the plan year.
What documentation should I provide when I receive a request for documentation?
Please send the Explanation of Benefits (EOB) from the insurance company showing your financial responsibility. If you don’t have an EOB for the expense, you’ll have to send a detailed receipt or itemized statement. Remember, if the documentation shows "estimated" or "pending" insurance payment, the card payment cannot be approved. You can only use your debit card to pay the final amount that you owe. Note:
If you do not respond to the request, we will suspend your card until you send in the requested documentation or pay back the account.
How can I reduce the number of Request for Documentation letters I receive?
You should pay for prescription drugs and copay items at approved merchants; this will help you to reduce the number of letters you receive. However, requests for dental, vision and hospital expenses are common, as they do not always match one of the copays on your employer’s plan. We recommend that you keep all Explanations of Benefits (EOBs), detailed receipts and statements for the plan year.
What happens if I forget to reply to the letter requesting additional documentation?
If you do not respond to the first request for additional information, you’ll receive a second letter. This will give you more time to respond. If you don’t reply to the second request, we will suspend your card until you send in the requested documentation or pay back the account.
What happens if I accidentally use the TexFlex debit card for an ineligible or non-qualifying expense?
Before using the card, you should become familiar with the list of eligible and ineligible expenses. Be sure to have merchants ring up your eligible expenses separately from your ineligible items so you can use the card. If you use the card to pay for an ineligible expense, you’ll have to pay back the account or submit a claim for another eligible expense to cover the ineligible amount.
If you choose to pay back the account, you can mail a personal check to PayFlex for the ineligible amount. Make the check payable to PayFlex.
If you choose to submit a claim to cover the ineligible amount, simply send the Explanation of Benefits or detailed receipt. You can do this online or by fax or mail. Note:
You must have incurred the expense in the same plan year and paid for the item or service out of pocket. You cannot submit a claim for an expense which you have already been reimbursed.
If you do not submit a claim or pay back the account, we will suspend the card. Once we receive and process your documentation or repayment, your card will be active again.
Are there any limitations on using the card?
Yes. There are limits to when and how you can use the card.
Can I use the card to pay for prior plan year expenses or a "Patient Balance Due" bill?
You can only use your TexFlex debit card to pay for eligible items purchased from eligible merchants who accept MasterCard®. If the merchant or provider does not accept the card, you’ll need to pay for the items with another form of payment. Then submit a claim for reimbursement. The quickest way to get reimbursed is to submit a claim online. Otherwise, you can complete a paper claim form and fax or mail it to us. For faster reimbursements, sign up online for Direct Deposit. After you login to the TexFlex website, click on the Financial Center tab and select Enroll in Direct Deposit to get started.
You cannot use your TexFlex debit card to pay for over-the-counter (OTC) medicines and drugs. You’ll need to get a written prescription from your doctor. Then pay for these items with cash, check or personal credit card and submit a claim for reimbursement. Be sure to include the receipt and written prescription when you submit your claim.
If your expense is greater than your available balance, your card will be declined.
No. Do not use the card in the current plan year to pay for services provided or products ordered in the prior plan year. In this case, you must file a paper claim before the deadline for the prior plan year. Also, you’ll need to submit the detailed statement, not the "balance due" statement.
Will I receive a cardholder agreement?
When you receive your card, we’ll include a Fund Transfer Disclosure Statement (cardholder agreement). It’s important to read through this agreement and abide by it. By using the card, you agree to the provisions of the cardholder agreement. That is, you agree to use the card only for qualifying expenses, and to provide documentation upon request.
You’ll only receive a new card if (1) you’re new to the plan, (2) your card has expired or (3) you ordered a replacement card. When you receive the card, read the back of your card and sign it. Be sure to follow the activation instructions.
Do I have to use the TexFlex debit card?
No. During annual enrollment, you can elect whether you want to have the card. If you do elect the card, you still have the option to pay out-of-pocket and submit claims for reimbursement. You can do this online or fill out a paper claim and fax or mail to PayFlex.
If you plan to use the card in the future, check the expiration date on the card. The card is good for 5 years. But don’t forget, the card does cost $15 each year.
Will I receive a statement of my TexFlex debit card transactions?
No. However, you can view detailed account information, including card payments on the TexFlex website. After you log in, click on the Financial Center
tab. From the drop down menu, select the account you wish to view. Then click on Claims
on the left side.
How do I report a lost or stolen card?
Call PayFlex at (866) 353-9839 (toll free). Customer service representatives are available Monday – Friday, 7 a.m. – 7 p.m. and Saturday, 9 a.m. – 2 p.m. CT.
What is the cost of the TexFlex debit card and how do I request one?
Once you’re enrolled in a TexFlex account, you can sign up for a TexFlex debit card at any time by calling ERS at (877) 275-4377. The card costs $15 a year. The card fee allows you to use one card for both the health care and day care account, if you enroll in both accounts.
Can I order a card for my spouse or dependents?
Yes. You can order extra TexFlex debit cards for your spouse or dependents at no cost. You can do this on the TexFlex website. After you log in, select Manage My Debit Card(s)
under Quick Links
. Then click on Order A Dependent Debit Card
and enter the first and last name of your spouse or dependent. Please be certain that your family member fully understands how to appropriately use the card for qualifying expenses only, and that he or she keeps copies of documentation of each transaction.
What happens if my annual health care contribution is $1,000, but I have a $1,500 expense?
If you use your card for an amount greater than your balance, the card will be denied. Be sure to check your available balance on the TexFlex website or PayFlex Mobile™ app throughout the year. This way you’ll know how much is available. In this example, you could ask the merchant or provider to charge only up to your available balance on the card. You would then pay the difference with another form of payment.
If I terminate employment, can I continue to use the TexFlex debit card?
No. Once your employment ends, your card will be inactive. If you have eligible expenses to submit after your termination date, you can submit claims online or complete a paper claim form. (Remember, you must incur eligible expenses during the plan year, which ends on August 31).
Activating Your TexFlex Debit Card
If you receive a TexFlex debit card with an activation label, this means you must activate your card before you can use it.
How do I activate my new card?
If you receive a new card with an activation label, call Card Services at 1-877-261-9951. This is the same number you will see on the card activation label. Then enter your card number followed by the # sign. You will then enter the last four digits of your Social Security number (SSN). If your SSN is not accepted, you may need to enter the last four digits of your Employee ID number. Once you finish these steps, your card will be activated. You can then use your card right away.
When can I call to activate my card?
You can call to activate your card as soon as you receive it. Remember, you only have to activate your card if it has an activation label on it. To activate your card, call 1-877-261-9951. This is the same number you will see on the card activation label. You can call this number at any time.
After I activate my card, when can I start using it to pay for eligible expenses?
You can use your card as soon as you activate it. Note
: You must have funds in your account to use the card. You can view your account balance online on My Dashboard
, under Financial Center – My Accounts
I previously received a card and didn’t have to activate it. Why do I need to activate my new card?
Before May 1, 2013, all TexFlex Cards were pre-activated. That means that you didn’t have to activate your card before using it. We have changed the activation process to place more security on your card and to decrease the fraud risk. If your card has an activation label, you must call 1-877-261-9951. You will have to activate the card before you can use it.
If I activate my card and then order a card for my spouse or dependent, do they need to activate their new card?
No. If your card is already active, your spouse or dependent does not need to activate their new card. This means your spouse or dependent should be able to use their card as soon as they receive it. Note: If the card is already active, it will not have an activation label on it. If someone tries to activate an active card, they’ll hear this message: “Our records indicate this account has already been activated. Please contact the customer service phone number on the back of your card if you need further assistance.”
I already have a card and did not have to activate it. If I order a card for my spouse or dependent, do they need to activate their new card?
No. Your spouse or dependent does not need to activate their new card. Your spouse or dependent should be able to use the card immediately, as long as funds are available in your account. Note: Activation is not required if the card does not have an activation label on it.
If I receive a replacement card, do I need to activate it?
Yes. If you receive a new card with an activation label, you must activate the card before you can use it. To activate the card, call 1-877-261-9951. This is the same number you will see on the card activation label. You’ll get a replacement card when your current card expires or if you report your card as lost or stolen.
If I’m unsuccessful in activating my card, how many attempts can I make in a day?
You should not have a problem activating your card. However, you can make two attempts to activate your card each day. If you’re unable to activate your card after the second try, you must wait until the next day to try again.
What should I do if I have trouble activating my card or if I have more questions?
Please call Member Services. The number is on the back of your TexFlex debit card.
Personal Identification Number (PIN) for your TexFlex debit card
How do I get a PIN for my TexFlex debit card?
Call Card Services at 1-888-999-0121. You will be asked to enter your card number, the three-digit security code (located on the back of your card) and your five-digit zip code. Then you must enter a new four-digit PIN. This means you need to create your own PIN. To do this, enter four digits of your choice. To confirm your PIN, re-enter your four digits. Once you create your PIN, you can use it right away - provided there are funds in your account.
Note: Please make sure to remember your PIN, as you will not receive a confirmation of your PIN.
Why do I need a PIN?
Some merchants may ask you to use your card as “debit”. When you use your card as “debit,” you need a PIN to complete the transaction. Also, having a PIN decreases the risk of fraudulent use of your card if it is lost or stolen. Please note that you are not required to select “debit”; you can still use your card as “credit.”
How do I know when a PIN is required?
When you swipe your card, you will be prompted if a PIN is required. Please note that if you do not yet have a PIN, you can still use your card as “credit.”
When using the card, should I select “debit” or “credit”?
If the merchant allows you to select “debit” or “credit”; either option will work. This means you may choose “credit” and sign the receipt. If you select “debit,” you will have to enter your PIN.
What if I forget my PIN?
You can call 1-888-999-0121 to create a new PIN at any time.
Will my spouse or dependents need a different PIN for their debit card?
No. There is one PIN per cardholder account. Please make sure that any family member that has a separate debit card knows your PIN.
What happens if I order a new card for one of my dependents and he or she calls to create a PIN?
If your dependent calls to create a PIN, this new PIN will be the PIN for all cards on your account. If you had already set up a PIN, that PIN will not work anymore. When anyone creates a new PIN, it will override the PIN previously created.
What happens if I do not have a PIN and the merchant requires that I use one?
If you are asked to use a PIN, you can create one by calling Card Services. The toll-free number is 1-888-999-0121. If you do not yet have a PIN, you can still use your card as “credit.” If you are unable to use your card as “credit,” you can pay for the eligible expense with cash, check or personal credit card. Then submit a claim for reimbursement.
Can I withdraw funds at an ATM?
No. The card will not work at an ATM.
Can I get cash back when using the card at a merchant?
No. You can only use the card to pay for eligible expenses.
This material is for informational and educational purposes only. It does not contain legal or tax advice. You should contact your legal counsel or your tax advisor if you have any questions or if need additional information. Information is believed to be accurate as of the production date; however, it is subject to change.