Frequently Asked Questions
Q. When can I start using my ADP Spending Account Card?
A. You may begin using the card at the beginning of the plan year once funds have been made available and after you have activated and signed the card.
Q. Is there a fee for using the ADP Spending Account Card?
A. There may be an annual or monthly fee depending on your employer’s plan. Check your employer’s plan documents or call the number on the back of your card for more information.
Q. Will I get a new card each year?
A. No, but you will receive a new card before your current card expires.
Q. How many cards are issued for each family?
A. With most employers, initially, one card is issued per family. If additional cards are needed, contact Customer Service at the phone number listed on the back of your card.
Q. Where can I obtain a complete list of eligible expenses?
A. You may only use your card for healthcare and commuter transit expenses. You may not use the card for dependent care expenses. Click here for the ADP Eligible Expense Guide.
Q. Can I use the ADP Spending Account Card for over-the-counter (OTC) medicines?
A. Yes. Beginning 1/1/08 many retailers are implementing a system that allows for validation of your OTC purchase at the point of sale. Please refer to the Retail Card Purchases page for complete details and other important information.
Q. What should I do if I receive services from a person or facility that doesn’t accept the card?
A. Pay for the expense by other means, and then file a request for reimbursement. Access a request form at www.myshps.com or by calling Customer Service at the phone number listed on the back of your card.
Q. My card did not work when I tried to use it. What could be the problem?
A. There are a few possibilities:
If you’re unable to use the card for your purchase, you may pay for the expense with another form of payment and then submit a reimbursement request.
- You selected “debit” when you swiped the card. Even though the card says “debit card” you must select “credit” when using it to make purchases because you do not have a personal identification number (PIN);
- The merchant is not classified as a qualified spending account service provider (e.g., book store);
- Your purchase is not eligible or covered by your employer’s plan. Examples include magazines, cosmetics or vitamins;
- You do not have sufficient funds in your account to cover the purchase; or
- Your card has been suspended temporarily due to problems validating certain expenses you’ve paid with the card previously.
- The retail location has not yet implemented the required point of sale validation. Please refer to the Retail Card Purchases section for more information.
Q. What should I do if I don’t want to use the ADP Spending Account Card to pay for any eligible expenses?
A. If you are not going to use your card to pay for any expenses, please contact Customer Service at the number on the back of your card so it can be deactivated.
Q. What if the amount of my expense is greater than my account balance?
A. If there are insufficient funds to cover the entire expense, the transaction will be declined. Pay the entire amount with another payment method and then submit a request for reimbursement.
Q. Can I use the ADP Spending Account Card to purchase items, such as prescription drugs and contact lenses, by mail order or online?
A. Yes. Simply enter your card number and expiration date as you would when purchasing online with a credit card.
Q. Where do I report a lost or stolen card?
A. To report a lost or stolen card, call Customer Service at 888-835-3060. ADP will mail a replacement card to you. A replacement fee may be charged depending on your employer’s plan.
Q. Where can I view my account balance?
A. Login to your ADP account to view your balance, transaction history and other information. To view your personalized information, enter your social security number and password. Alternatively, contact ADP by calling the phone number listed on the back of your card and using our 24-hour interactive voice response system.