Quick Answer: If your LMN has incorrect information - wrong name, wrong date, wrong diagnosis, or other errors - contact us right away. We'll correct it and get you an updated letter. These issues are rare but we take them seriously.
Types of Issues We Can Help With
Wrong Name on the LMN
If your LMN shows an incorrect name (misspelling, wrong person, etc.), this needs to be fixed before you submit it to your admin. An LMN with the wrong name will almost certainly be rejected.
What to do: Contact us immediately with: - Your correct full legal name (as it appears on your HSA/FSA account) - The incorrect name showing on the LMN - Your Crates account email
Wrong or Placeholder Date
In rare cases, an LMN may display a placeholder date (like "11/11/1111") or an incorrect date. This is a technical issue that we're aware of and actively fixing.
Why this matters: Your LMN date needs to be on or before your purchase date. An incorrect date could make your claim ineligible.
What to do: Contact us with the details and we'll issue a corrected LMN with the right date.
Incorrect Diagnosis
If your LMN lists a diagnosis that isn't accurate for you (for example, listing "cancer" when that's not your condition), this needs immediate attention.
This is serious — submitting an LMN with a false diagnosis to your HSA/FSA admin could cause problems with your claim and isn't something we want associated with your account.
What to do: Contact us right away. Include: - The incorrect diagnosis shown on your LMN - Your actual health conditions (as you entered in your health assessment)
We'll investigate, correct the error, and issue an updated LMN.
Product Not Listed or Wrong Product
If your LMN doesn't include the specific product you need, or lists a different product than what you requested, let us know. Your LMN must name the specific product or service for it to be valid.
LMN Not Populating Your Account Details
Some customers have reported LMNs that don't properly pull in their account or health profile information. This is a technical issue our team is working to resolve.
What to do: Contact us and we'll manually review and reissue your LMN with all the correct information.
How to Report an LMN Issue
The fastest way to get an LMN issue resolved:
Chat with us using the support widget on our website
Include these details:
Your full name and Crates account email
The specific issue (wrong name, wrong date, wrong diagnosis, etc.)
What the correct information should be
We'll prioritize your correction and get you an updated LMN
LMN corrections are typically completed within 24 hours.
How to Avoid Issues
Double-check your health assessment - Make sure your name, date of birth, and health conditions are entered correctly before submitting.
Review your LMN when you receive it - Don't wait until you're submitting a claim to read through it. Check it right away so any issues can be caught early.
Use your legal name - The name on your LMN should match the name on your HSA/FSA account exactly.
Our Commitment
We know that LMN quality is critical. An error in your medical documentation isn't just an inconvenience - it can cause real problems with your reimbursement. We take every issue seriously and are continuously improving our systems to prevent errors.
If something isn't right, tell us. We'll fix it. That's a promise.
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Still Need Help?
If your LMN has an error, chat with us using the widget in the bottom-right corner or email us at [email protected] — we'll prioritize your correction.