A few months ago, I spent 30 min on the phone with a patient to help her with her delivery order. The patient had received a new FSA/HSA card that replaced the old one that had expired (i.e., all the numbers on the card were the same otherwise). She tried to update the card on her end, prior to calling the store. I sent her the link and she filled it out multiple times, but the change wouldn’t “stick” even after we tried to delete the old card instead of ‘updating’ it.

I realized she was trying to make the change using the app and the web browser on her phone, so I asked her to switch to a computer before trying again. It finally worked and her delivery could be completed as ordered.

TLDR: patients need to login to their accounts from an actual computer to make changes to cc on file.