Declined transactions

If your Level Card is declined, it likely happened for one of these reasons:  

  1. The charge exceeded your benefit balance. You can only make purchases up to your plan’s remaining balance.
  2. The merchant isn’t covered under your plan. In your benefit summary, you’ll find merchant categories grouped by coverage rules. If you visited an excluded merchant, the Level Card would have declined automatically.

When a Level Card is declined, both the account holder and the member who used the card are notified in the Level App and via email. You can view declined transactions in the Activity section.

If your card is declined while making an eligible purchase, you can use a personal payment method, then submit a receipt in the app for reimbursement. Make sure to get an itemized receipt that includes the date of purchase, your name, the name of the merchant, a short description of the item or service, and how much you paid. 

Afterward, visit the Activity tab in the Level App to submit your receipt. Out-of-pocket expenses must be submitted for reimbursement within 30 days of the transaction. For dental, vision, or health expenses, submit within 180 days of the date of service. You can link your bank account to get paid back quickly and securely. 

Once Level processes your transaction, you’ll get reimbursed according to your plan’s coverage.