Quick Answer: Claim denials happen — and they're usually fixable. Common reasons include missing documentation, receipt format issues, or admin-specific requirements. Don't panic. Contact us and we'll help you understand why it was denied and what to do next.

If your claim was denied, take a deep breath. This happens more often than you'd think, and it's usually not because the product isn't eligible. Most denials come down to documentation issues - and those can be resolved.

What happened: Your admin didn't receive all the documents they need. Fix: Make sure you submitted both your LMN and your itemized receipt together. If you submitted only one, resubmit with both.

What happened: Your receipt only shows a total amount without describing what was purchased. Fix: Get a more detailed receipt from the retailer. It should show the product name, date, and amount. Contact us if you need help getting a detailed receipt or invoice.

What happened: Some FSA admins have specific requirements for LMN formatting or content. Fix: Contact us with the specific reason your admin gave. Our in-house claims team has experience navigating the requirements of different admins and can help get updated documentation if needed — typically within 24 hours.

What happened: Your admin's system doesn't recognize the specific product as an eligible medical expense. Fix: Your LMN should address this, but some admins need additional context. Contact us for supplemental documentation that explains the product's eligibility.

What happened: Your LMN has a date that's after your purchase date. Fix: This one is harder to resolve after the fact. LMNs must be dated on or before the purchase. If there's a date issue on your LMN, contact us immediately.

What happened: Some admins take a narrow view of what's eligible — for example, stating that fitness equipment or wearables "aren't eligible products." Fix: The IRS allows these products with proper documentation. Contact us and we can provide additional supporting documentation, or help you file a formal appeal.

What happened: You submitted the claim after your FSA plan year ended. Fix: Check if your plan has a grace period (up to 2.5 months after year-end) or run-out period. If you're within the window, resubmit immediately.

Contact your HSA/FSA admin and ask for the exact reason for the denial. "Denied" isn't enough — you need specifics. Was it the receipt? The LMN format? The product category?

Share the denial reason with us. We can: - Provide a more detailed receipt or invoice - Supply supplemental documentation - Help you understand what your specific admin needs - Our in-house claims team can review the situation and provide updated documentation if needed — typically within 24 hours

Armed with the right documents, resubmit your claim. Include: - Your original LMN - Your itemized receipt - Any additional documentation we provide - A brief note explaining why the expense qualifies

If your claim is denied again: - Ask for a formal appeal process — most admins have one - Go through your employer — Your HR department may have a direct contact at the admin who can help - Contact Crates - We'll work with you to resolve it

We know claim denials are frustrating - especially when you've already paid for the product. We're here to help you through the process. If your claim is denied, contact us and we'll do everything we can to get it resolved.

That's on us, and we've got your back. 💙

If your claim was denied, chat with us or email [email protected] now. We'll help you figure out the next step.