If your Level Visa® Card is declined, here are some common reasons and solution:
If your card is declined but you believe the item should be covered:
- Use Another Payment Method: Complete the purchase using another form of payment and submit a claim in the Level app for reimbursement. Make sure your bank account is linked for faster payouts.
- Request a Review: Contact Level support to review the declined transaction. The Level team will evaluate the purchase to determine if it can be approved according to your plan's policies in the future
Common decline reasons
- Non-Activated Card: Before use, activate your Level Card in the Card section of the Level App.
- Insufficient balance: Pay with another method and submit a claim in the app for reimbursement.
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Incorrect billing zip or address
- Use the postal code linked to your account (found under Account > Profile > Address) to activate your Level card and validate purchases.
- Ensure your address is up-to-date in the Level app under Account > Profile > Address and with your employer. Note that updates made in the app may be overridden by employer records, so it’s important to verify with your HR team.
- If you continue to experience address-related issues, contact support@level.com for assistance.
- Expired card: Check your expiration date on the back of your physical card or in the Level App. If expired, request a new card via support@level.com.
- Ineligible purchase: Purchases may be declined if the item or merchant is outside your plan coverage. Refer to your plan details to confirm eligibility, as many dental plans, for example, don’t allow Level Card payments.
- Incorrect PIN: After entering an incorrect PIN, try again. Multiple failed attempts may block your card. Contact support@level.com to unblock it if needed.
Less common decline reasons
- Inactive plan: Check the benefit summary for your plan’s start date.
- Expired/invalid card: Verify the expiration in the Card section of the app.
- Unsupported plan: Some plans may no longer support the Level Card.
- Suspended card: If your employer or Level has suspended your card, contact support@level.com.
- Required pre-authorization: Some purchases require pre-authorization. Follow instructions here to submit a preauthorization request.
Payment error/unusual activity: If prompted, contact support@level.com for help.
The Level Visa® Card is issued by The Bancorp Bank, N.A., pursuant to a license from Visa U.S.A Inc. Card usage restrictions apply.