What Should I Do If Customers Can’t See the Truemed Payment Option at Checkout?

If your customers report that the Truemed – Pay with HSA/FSA option isn’t appearing during checkout, here are two common reasons and how to address them:

Truemed is not currently compatible with Shop Pay.
Ask your customer to:

• Click “Check out as guest” instead of using Shop Pay.

• Proceed through the standard Shopify checkout flow.

Truemed is only available for one-time purchases.
If a subscription product is in the cart, the Truemed payment option will not be shown.

• Confirm that the cart contains only one-time purchases.

• Make sure Shop Pay is not selected.

• If the issue persists, contact our support team and we’ll take a closer look.