Consumer Info

Consumer Portal (Set up Instructions)
Consumer Portal (How to change: Password / Username / Security Questions)
Consumer Portal (Setting up a Dependent and Requesting Dependent Debit Card)
Consumer Portal (Setting up a Dependent for the Dependent Care Spending Account)
Consumer Portal (Substantiating Debit Card Charge Instructions)
Consumer Portal (Adding/Updating Direct Deposit)
Reporting Card Lost/Stolen (Instructions from Consumer Portal or CPNFLEX Mobile App)


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CPN Customer Care FAQ

A: Participants who opt to use a CPNFLEX card will not have to pay for their qualified services out of their personal funds and then wait for reimbursement. When using the CPNFLEX 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 CPNFLEX card, you may contact your employer's Benefits/HR Department.
A: Yes. The CPNFLEX card meets all IRS provisions. The CPNFLEX 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 CPNFLEX 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 CPNFLEX 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. This is the responsibility of the participant.

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 CPNFLEX 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 on your FACT SHEET, located on the Consumer Portal. You can view your charges requiring an EOB/itemized statement 24/7 from your Consumer Portal and by downloading the CPNFLEX Mobile App from your mobile device.

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 Consumer Portal 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: 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: Please click here for instructions on how to add and request an additional card for a spouse and/or dependent.

Still can't find the answer to your question?

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Contact CPN's Customer Care Center at