Purchase troubleshooting
Incorrect fund
If a purchase was funded by the wrong plan, have 14 days to update it:
- Select the transaction
- Select the funding plan
- Choose the plan that should have covered the purchase
If the chosen benefit can’t cover the charge, Level will assign the correct one based on coverage rules. Some plans may require additional verification to approve the change.
Card declined
We’ll notify you in the app and by email if a transaction is declined. For details, visit Activity in the app. If you’re trying to make an eligible purchase, pay with a personal method and submit a claim instead.
Unrecognized charge
If a charge seems unfamiliar, open the transaction in the app, select Report issue in the three-dot menu, and we’ll investigate. If we determine it was fraud, we’ll restore your balance.
Lost card
If your card is lost or stolen, report it under Card in the app. We’ll freeze the card and issue you a new one.