Troubleshooting guide for when your Medicare OTC benefit card won't work. Common issues, solutions, and when to call your insurance plan.
If your OTC benefit card was declined or isn't working, don't panic. Here are the most common issues and how to fix them.
Your quarterly benefit may have been used up. Check your balance online or by calling the number on the back of your card.
Your OTC card only works for approved products. Items like food, cosmetics, or prescription medications are not eligible. Remove non-eligible items and try again.
Not all stores accept OTC benefit cards. Verify that the store is in your plan's approved retailer network.
New OTC cards may need activation. Call the number on the sticker attached to your card, or activate online through your plan's member portal.
If you're shopping on the first day of a new quarter, your benefit may not have reset yet. Most plans reset within 1-3 business days.
Sometimes the store's system has issues processing OTC cards. Try:
If you recently changed plans or your enrollment status changed, your card may be temporarily inactive. Contact your insurance plan's member services.
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