Why Is My OTC Card Not Working? Reasons & What to Do

An Over-the-Counter (OTC) card provides a convenient way for individuals, typically those enrolled in certain Medicare Advantage plans, to purchase eligible health and wellness products. These cards function like prepaid debit cards, loaded with a set allowance by your health plan to help cover the cost of items such as pain relievers, vitamins, and first aid supplies. It can be frustrating when an OTC card unexpectedly declines a purchase. Understanding the common reasons behind such declines can help in quickly resolving the issue and ensuring you can utilize your benefits.

Common Reasons for Card Decline

One frequent reason an OTC card might not work is if it hasn’t been properly activated. New cards often require activation through a phone call or a dedicated website before they can be used for purchases. Another common issue involves entering an incorrect Personal Identification Number (PIN) during a transaction. While some OTC cards do not require a PIN, others may, and an incorrect entry will lead to a decline.

A card might also be declined due to insufficient funds. OTC cards are typically loaded with a specific allowance on a monthly, quarterly, or annual basis, and funds may not roll over, meaning any unused balance could expire. Purchases of ineligible items are another primary cause for decline, as these cards are restricted to approved health-related products listed in your plan’s catalog. For example, general groceries, cosmetics, or prescription medications are usually not covered.

An expired card will also result in a declined transaction. OTC cards, like other payment cards, have an expiration date printed on them, and attempting to use an expired card will prevent the purchase from going through. Physical damage to the card, such as a demagnetized strip or cracks, can also render it unreadable at a point-of-sale system. Finally, the issue might not be with your card at all, but rather with the store’s point-of-sale system, which could be experiencing a temporary technical problem.

Steps to Troubleshoot Your Card

When your OTC card is declined, a good first step is to verify its status. You should check if the card has been activated and confirm its expiration date, which can usually be found on the card itself or by logging into your plan’s online member portal.

Next, check your current card balance. This can typically be done through your health plan’s dedicated website, a mobile application, or by calling the customer service number located on the back of your card. Additionally, review the eligibility of the items you are attempting to purchase against your plan’s approved products list, which is often available online or in a catalog provided by your health plan.

If your card requires a PIN, confirm you are entering the correct one. If you’ve forgotten your PIN or suspect it’s incorrect, your plan’s online portal or customer service line may offer options to verify or reset it. If all else fails, trying to complete the purchase at a different store can help determine if the issue lies with the merchant’s system rather than your card.

Contacting for Support

If you have completed self-troubleshooting steps and your OTC card continues to be declined, contacting your health plan provider or the card issuer is the appropriate next action. They can provide specific details about your card’s status, transaction history, and any technical issues.

Before calling, gather relevant information to expedite the support process. This includes your full name, date of birth, your OTC card number, and your health plan member ID. It is also helpful to have details about the attempted transaction, such as the date, time, store name, and the exact error message or reason for decline if provided. Being prepared with these specifics allows the support representative to quickly investigate the issue.

When you contact support, they will likely guide you through a verification process to confirm your identity. They can then access your card’s activity and determine the precise reason for the decline. This might involve confirming activation, checking fund reloads, or identifying specific merchant restrictions. Depending on the issue, they may be able to resolve it over the phone, provide instructions for a fix, or arrange for a replacement card if necessary.