Quick Answer: Many LMNs for catalog products are issued within minutes of completing your health assessment. Custom or non-catalog product requests typically take 24-48 hours. If it's been more than 48 hours, please reach out. We'll get it sorted right away.
We Hear You
We know this is the question on a lot of your minds, and we want to be straight with you: LMN delivery times are something we're always working to improve. Many catalog products now have LMNs issued in just minutes. For custom or non-catalog requests, our licensed healthcare providers review each case individually, which typically takes 24-48 hours.
What to Expect
Here's the typical timeline:
Step | What Happens | Timeframe |
Health assessment completed | You finish the health questions. The Checking your eligibility pause does not issue a letter. | 3 seconds |
Healthcare provider review | A licensed healthcare provider (MD, DO, PA, NP) reviews your health profile | Minutes for catalog products; 24-48 hours for custom requests |
LMN issued | Your Letter of Medical Necessity is generated and delivered | You'll receive a notification |
Available on Letters and reimbursements | Open Letters and reimbursements. View the original letter opens the file. | Immediately after issuance |
A positive eligibility result does not issue a letter. You ask for the letter after you have one left on your plan. A confirmed catalog product shows Letter issues right away. A custom product, or anything the app has not confirmed, shows Further review required.
What If I Haven't Received My LMN?
If it's been longer than expected, here's what to do:
1. Check Letters and reimbursements
Log in and open Letters and reimbursements. Issued letters, requests in review, and saved products are on that page. View the original letter opens the file. The page can show Issued on and Valid for expenses between the two dates. Status In review goes with Our clinical team is reviewing your request. A confirmed catalog product can end on Your [product] letter has been issued. Your LMN may already be there even if you didn't see the notification email.
If Crates has a question, Home shows Waiting on you, with Answer the question or Answer. A reimbursement question appears in the app. That email is not sent.
2. Check Your Email (Including Spam)
We send notifications when your LMN is ready. Sometimes these land in spam or promotions folders. Check for emails from Crates Health.
3. Reach Out to Us
If your LMN hasn't arrived and it's been more than 48 hours:
Chat with us using the widget in the bottom-right corner
Email us at [email protected]
When you contact us, include: - Your name and email address - The product(s) you're waiting on - When you completed your health assessment
We'll flag your request with our team and get your LMN prioritized.
Why Might There Be a Delay?
A few things can cause delays:
A question is waiting. Home shows Waiting on you. Open it with Answer the question or Answer.
Further review required. A custom product, or a product the app has not confirmed, uses that label. The app does not promise an instant letter when it has no preview.
In review. The screen can say Our clinical team is reviewing your request.
For a catalog-product request, Withdraw this request can appear while it is still processing or needs attention, when withdrawal is available. For a custom-letter request, it can appear while the request is waiting its turn or in review, until our clinical team approves the letter. If we are writing your letter at that moment, try again in a few minutes. Withdrawing returns the held letter to your plan. If you do not see the button and want to withdraw, chat with us or email [email protected]. A decline also returns the letter.
Important: Get Your LMN Before You Buy
Your LMN needs to be dated on or before your purchase date. If you buy a product before your LMN is issued, your HSA/FSA admin may deny the reimbursement claim.
If you've already made a purchase and are waiting on your LMN, let us know. We'll do our best to help.
Important: Backdating LMNs is against IRS policy and is something Crates will never do. Your LMN must be dated on or before your purchase date, and you must be in our system before the LMN issuance date. This is why we recommend getting your LMN before making any purchases.
In the app, the purchase date has to fall on a day a letter covers. A date no letter covers is refused. Coverage runs from the issue day through the same calendar date one year later, on Pacific calendar days. Issued 15 Oct 2026 means valid through 15 Oct 2027.
After the letter is issued
The letter stays listed under Letters and reimbursements, including after it expires. View the original letter opens the file.
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Still Need Help?
If you've been waiting more than 48 hours, please chat with us or email [email protected] now - we'll escalate your case immediately.