How to Guide for MyFlexMobile - iPhone & Android
MyFlexOnline (Set up Instructions)
MyFlexOnline (Reset User Name & Password Instructions)
MyFlexOnline (Requesting Additional Flex Card Instructions)
MyFlexOnline (Substantiating Debit Card Charge Instructions)
MyFlexOnline (How to Pay a Balance Due)


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CPN Customer Care FAQ

A: Participants who opt to use a take care card will not have to pay for their qualified services out of their personal funds and then wait for reimbursement. When using the take care card for co-pays at a doctor's office or pharmacy, no additional paperwork is required.
A: Each company sets up their plan differently. To learn more about how your FSA and/or HRA plan works with your take care card, you may contact your employer's Benefits/HR Department.
A: Yes. The take care card meets all IRS provisions. The take care card can only be used by the participant or their dependent(s)/spouse at certain locations to pay for qualified expenses from their FSA and/or HRA account.

To view a list of IRS approved merchants, click here.

Scroll to the bottom right and click on the one of the links below:

  • IIAS Merchant PDF (these retailers will allow the card to be accepted and will auto-substantiate, not requiring a follow up receipt).
  • 90% Merchant PDF (these retailers will allow the card to be accepted BUT will always require a follow up receipt for substantiation).

NOTE: Please refer to your company's policy and procedures to see how your plan works with your take care card. Even if your merchant is shown on either of the lists above, you may not be allowed to use your card for those services.

A: There are several reasons a take care card may be declined.

First of all, please make sure you ask the retailer to swipe your card as a credit. Even though it is a debit card, a transaction will not be approved if swiped as a debit, unless you have assigned a PIN to your card. If you wish to have a PIN number assigned to your take care card so you may swipe as a debit, you may call customer care at 866.679.7649. This is the responsibility of the participant. CPN cannot see PIN numbers or have them reset.

Have you checked your available balance? If you swipe your card for an amount larger than you have available, it will deny the whole transaction.

You may have a Balance Due on your account you need to address. (See next question)

Although the convenience of having the take care card is to avoid upfront cost, some charges will require follow up documents such as an EOB or itemized statement per the IRS. This is described more in your Policy and Procedures. You can view your charges requiring an EOB/itemized statement 24/7 under the "Verify Card Use" located on your MyFlexOnline account.

A: When a participant submits their EOB (along with a debit card substantiation claim form) to verify their charge, if all or a portion is non-qualified or over paid, the participant will be notified by customer service asking they repay the amount. This is called a Balance Due. Balance Dues may be repaid on their MyFlexOnline account. Other methods of paying back are to send a personal check, made payable to CPN, or to submit itemized documents for out-of-pocket qualified expenses to be reimbursed and payment will be less the "Balance Due" owed.

If the Balance Due is not repaid within 30 days from the date it was created, the participant's employer will be billed. A participant's card is also subject of being suspended until the amount they owe is paid in full. Each employer may at any time access the Balance Due information for their participants and address with their employees, if necessary.

A: No problem. You may complete the appropriate reimbursement claim form for the plan you wish to be reimbursed and send along with your EOB or itemized statement. Once received, CPN will process your request and payment will be sent to you via Direct Deposit or check. Checks are mailed to the participant's home address on file with CPN.
A: Click here to learn more about the $550 Carryover.
A: Click here to learn more about the 2 ½ Month Extension.

A: Uploads are sent using a Portable Document Format (PDF). To avoid your documents coming through as blank pages, check and see if you have the latest version of Acrobat Adobe or Acrobat Capture. If the PDF document is sent using an older version, this could cause your images to come through as blank pages.

If you upload an EOB from your medical insurance company's website, the information will come over blank as the insurance company blocks PHI (personal health information) due to HIPAA laws. You must print the EOB, make a copy using a copy machine, scan to your PC, and then upload. This will ensure the information does not come over blank.

A: Log onto your MyFlexOnline account. You may reset your user name by going to 'Settings' / select 'Change Your User name and Password'

If you have forgotten your password, you may reset it by going to / Click on 'Employee Login' and select 'Password Reset and User Name Retrieval'

A: Log onto your MyFlexOnline account. If you do not see the option 'Verify Card Use' on your 'Benefits' page, put your curser over 'Claims & Payments' and select 'View Pending Claims' from the drop down menu. The next screen should list charges that require you to send either an EOB or itemized statement.
A: Log onto your MyFlexOnline account / click 'Card Center' / 'Flex Benefits Card'. If you are a participant and need a card for yourself, you may order one using the same steps. Note: Only one card, per day, can be ordered.
A: Log onto your MyFlexOnline account, go to 'Settings' / 'Manage E-mail and Text Notifications'. You may change this data at any time.

A: For the best MFO viewing experience we suggest participants use one of the following internet browsers.

  1. Microsoft Internet Explorer 8 or greater
  2. Mozilla Firefox 8 or greater
  3. Google Chrome 16 or greater
  4. Apple Safari 4 or greater

Still can't find the answer to your question?

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Contact CPN's Customer Care Center at