Search Support FAQs
How do I check the balance on my card?
There are two easy ways to check your account balance.
Can I remove a dependent from my account?
WageWorks must do this manually. If you need to remove a dependent from your account please call customer service and ask the customer service representative to initiate the process.
How do I receive my reimbursements by direct deposit?
Simply log into your account through My HR and click on “Direct Deposit”.
Where do I find forms?
You can find all necessary forms at /kp/support-center/important-forms.aspx
Did you receive my fax/email/claim/receipt?
You will receive an email verification from WageWorks when we receive your documentation.
It generally takes between 2 -3 business days for your claim to be processed from when we receive the claims, and an additional 2 -3 business days for your reimbursement to be issued. Please allow for 3 business days for your claim to be received and processed; before this time we cannot physically locate it to check on the status.
If you have not received an email notice or your reimbursement within 10 business days, please confirm by checking your account that the claim has been received. If the claim has not been received (not showing up in your account), please resubmit it.
How long do I have to file my claim/reimbursement request?
Depending on your plan and the nature of your claim, time limits vary. The sooner you file your claim the sooner we can reimburse you.
How long does it take to process a reimbursement request?
Generally it takes 6 business days. Two to three business days for the claim to be received and processed and another 2-3 business days for the reimbursement to be issued.
How long does a direct deposit take to be posted to my bank account?
This varies by bank. Depending on your bank, it generally takes 3 business days from the date of issue.
How do I know when a claim is denied?
If a claim has been denied, you will receive a notification based on the contact information you have provided (email or physical address) within 24 hours from the claim being processed. Please login to your account for more information.
How long are checks valid?
Checks are valid for 180 days.
How do I use my card?
Why is my Card not working/suspended?
The IRS mandates that all healthcare Card transactions be verified, and the Card be suspended, if unverified transactions are not resolved on time.
If you have a Card transaction that requires verification, you will be notified by email and with a message upon log in to your account. After 90 days if we have not received verification, substitute or repayment, your Card may be suspended. Notification of pending suspension will be sent to your email address on file. Your Card will be reinstated once we have verified the outstanding transactions. For more information, refer to the Cardholder Agreement sent with your WageWorks® Healthcare Card or contact Customer Service.
How do I get my Card reinstated?
In order for us to reinstate your Card, outstanding transactions need to be verified. There are three options for verifying transactions.
Once verified, your Card will be reinstated within 2-3 business days after the completed Card Use Verification form has been processed and approved.
How can I find out what I need to verify?
If you have an email address on file with us, we will send you an email should you have Card transactions that need to be verified.
One email notification is sent for each Card transaction that requires action. Notification will be sent at least 5 but no later than 20 days after the transaction. You can also find a list of transactions by logging into your WageWorks account online.
How do I complete the verification process?
There are three options for verifying your Card transactions.
Please note a credit Card receipt typically will not work for verification as they usually do not include all five pieces of information.
How do I get a replacement Card?
If you need to get a replacement Wageworks Card you can either;
How do I activate my Card?
How do I check the balance on my Card?
There are two easy ways to check your account balance.
What is an IIAS?
IIAS is the common acronym for the IRS-approved Inventory Information Approval System. IIAS was introduced in 2008 and enables participating merchants to verify Card purchases right at the check-out counter.
Since all stores (including pharmacies and drug stores) that sell general merchandise along with healthcare items must participate to accept the Card, it practically eliminates the need and hassle of having to submit receipts to verify the transaction after the purchase.
Why do I need to submit a receipt after using my Card?
When you use your Healthcare Card at a healthcare provider, we attempt to verify your transaction without asking for more information. If we are unable to do so, you will be asked to submit receipts for verification.
Can I use my WageWorks® Healthcare Card at any store?
You can use your WageWorks® Healthcare Card at healthcare providers and pharmacies for prescribed medicines. You can also use it for non-drug Over-the-Counter (OTC) items at merchants that have a standardized (IIAS) inventory system in place.
Where can I find a list of general merchandise stores that have an IRS-approved inventory system?
Most up-to-date list of merchants who have an IRS-approved inventory system.
Do I need to submit receipts if I make a purchase at a store with an IRS-approved system?
No, you will not need to submit receipts if the merchant has an IRS-approved system.
Only eligible healthcare items can be purchased with the Card at the point of sale. WageWorks will validate these Card transactions; however, you still need to keep the receipts for IRS audit purposes.
What happens if I use my Healthcare Card at a store that does not have the IRS-approved system in place?
Your Card will only be accepted at general merchandise stores that have an IRS-approved inventory system in place.
Your Card will be declined at any general merchant that does not have the system. If declined, you simply pay for your purchase and submit your receipt to WageWorks for reimbursement.
If I use my Card to pay for my visit at the doctor's office, will I need to submit receipts?
Please save all your receipts, monitor your account, and watch for a Card Use Verification form. We attempt to automatically verify your Card transactions, but if we are not able to do so, the transaction will be listed on the Card Use Verification form at the front of your monthly account statement.
If I have a letter of medical necessity to purchase a non-eligible OTC item, will I be able to pay for it with a Healthcare Card?
The IRS approval system will only allow the standard list of eligible OTC items to be purchased via the Card. Any items that are not on this list will require a prescription and will need to be paid for with another form of payment and reimbursed via a Pay Me Back Claim Form.
What is the deadline to set up, change or cancel “Pay My Provider” payments?
To request a Pay My Provider transaction, you must have your request in place 10 days prior to the date that you want us to mail out the payment. In addition, the payment mail date must be no more than 10 days prior to the service date
How do I enroll in Pay My Provider?
Log into your WageWorks account and choose “Payment Options”. Pay My Provider will be listed as an option.
How does Pay My Provider Work?
You can pay many of your eligible health care and dependent care expenses directly from your spending account. It's quick, easy, secure, and available online at any time. See our Claim & Card Use Verification Documentation Checklist to learn more.
To pay a provider:
To use EZ Receipts, you will need: