Quick Answer: Pick your products at app.crateshealth.com/onboarding/welcome, create your account, and complete the health questions. A letter is issued only after you have a letter left on your plan and you send the request. Many LMNs are issued within minutes for catalog products, or 24-48 hours for custom requests. No doctor visits or appointments needed.

Start at https://app.crateshealth.com/onboarding/welcome. The button is Choose my products.

On Choose your products, cards show 1 letter, not a price. You can search or filter. Can't find your product? Add your own needs a name and a valid link. Spend is optional.

Don't see your product? Just chat with us and we'll confirm whether it qualifies. Crates can issue LMNs for any eligible wellness product — you're not limited to a set catalog.

Examples people look for include gym memberships, fitness trackers, supplements, recovery tools, sleep products, home fitness, and mental health tools. Those names are examples. They are not a guarantee that a product qualifies.

Later, Discover (Discover wellness products) lets you search and save a product. Get letter saves it and continues into the letter or plan step. Discover does not show prices.

The account comes next, then the health questions. This part takes about 2-3 minutes. You will be asked for:

Be thorough and honest. The more complete your health profile, the more accurately our licensed healthcare providers can evaluate your eligibility. Missing information can delay your LMN. If something else is needed, a question shows on Home under Waiting on you.

You then agree on Two things to agree to and choose I agree. The survey is true, and the products are to treat the conditions in the survey, under IRS Publication 502.

Checking your eligibility lasts 3 seconds and does not issue a letter.

If you are eligible, you see a letter count or a savings figure. That is not an issued letter. One product goes to Choose how you get your letter (Subscribe and Save at $35 a year, or a one-time purchase of $39). A one-time purchase covers one letter and lasts 12 months from the purchase date. After that your account stays free, with everything you've saved. Two or more products go to Choose your plan:

Continue free saves your products and does not include letters. The plan name is Intro Saver, status Free plan. You cannot start a letter on the free plan.

If we can't write letters from these answers, you will not see plans. Your products stay saved. Choose Recheck eligibility after edits.

Getting a letter needs a letter left on the plan, an administrator chosen, and current health answers. The administrator is not chosen during sign-up.

The first time, you see Step 1 of 2, Where is your health account held? Choose HSA or FSA, then the administrator, or My administrator isn't listed and type the name. No SSN or account number. You can also set this under Profile, HSA or FSA. Step 2 is which saved products get a letter.

A confirmed catalog product shows Letter issues right away. A custom product, or anything not confirmed, shows Further review required. The app does not promise an instant letter when it has no preview.

If every selected product needs review, the button is Send for review. A mix uses Confirm and submit.

A licensed healthcare provider (MD, DO, PA, NP) on our team reviews your health profile and determines medical eligibility. This isn't a rubber stamp. Our providers evaluate each case individually based on your health information.

Not everyone qualifies for every product. If your health profile doesn't support medical necessity for a particular item, our team won't issue an LMN for it. That's how we stay compliant with IRS rules and protect you.

Each accepted product uses one letter. A request in review holds one. 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.

You'll receive an email notification letting you know it's ready.

A single confirmed catalog letter can end on Your [product] letter has been issued. A review ends on Our clinical team is reviewing your request, status In review.

Open Letters and reimbursements. View the original letter opens the file. The page can show Issued on and Valid for expenses between the two dates. A condition appears only if that letter recorded one.

Many LMNs are issued within minutes for catalog products, or 24-48 hours for custom requests.

A letter still in review cannot be used for a reimbursement request. You can request once it is issued.

Your LMN must be dated on or before your purchase date. Buying first and getting documentation later may result in your claim being denied.

In the app, the date of purchase has to fall on a day a letter covers. A date no letter covers is refused. A date before the HSA opened is also refused.

Each product needs its own letter. The purchase lasts 12 months from the purchase date. The letter lasts 12 months from the day it is issued. Those are different clocks.

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.

Get letter issues a letter for the account holder. A letter already written for someone else can show For and that person's name. Renewing it reissues it for that same person. The app does not include a screen to start a new letter for a spouse or dependent.

Renew letter shows from 30 days before the letter ends, and after it has ended. It is the same product.

While the letter is still in force, the new letter starts the day the old one ends. The app says: Starts the day your current letter ends, so there's no gap. Then it shows Renewal scheduled.

A custom renewal says Renewal sent for review, and it still starts on that end date once approved.

After the old letter has ended, the new one is dated the day it is issued. The gap is covered by neither letter. Expired letters stay on the list.

Renewal is not automatic. You choose Renew letter.

Yes! You're always welcome to get an LMN from your personal physician. Some people prefer this route, especially if they have an existing relationship with their doctor. Keep in mind it typically takes longer (1-4 weeks) and may involve a copay ($50-150+).

Whether you go through Crates or your doctor, the LMN serves the same purpose and is equally valid.

Chat with us using the widget in the bottom-right corner or email us at [email protected]. We're here to help!