I can’t take Zelis payments

[Bayviewwellness]

Hi, I get Zelis virtual credit card payments a few times a week and am unable to process them. The payment fails each time with no message or code. Do I have to change some setting?  

[TheRealChipA]

Hey @Bayviewwellness.  Here’s a link to the Zelis FAQ for Virtual Card Payments.  There are a number of possible reasons as outlined in FAQ #8 of this document.  Things like you might not have activated the card yet, you are past the 30-day window, etc.

One of the big ones is this — Only terminals coded with Healthcare Merchant Category Codes (MCC) are enabled to redeem virtual payments.  It is very possible that Square does not support this, but I’m going to tag a few Square moderators to get their attention.  There is a section in the Square Accepted Cards help document  about things that need to be done in order to accept HSA and FSA cards, so it is possible that you have to contact Square to update your business category first, as these are not traditional credit cards.

[JK_Fiber_Art]

Hi Bayviewwellness,

If you are a healthcare provider and you selected the Medical Practitioner, Medical Services, or Dentistry business category during the signup process, you should have no trouble accepting HSA or FSA cards however, I'm not sure which category Zelis falls under.  Also Daycare centers and childcare services are unable to accept HSA and FSA cards through Square at this time.  There are some older posts about Virtual Cards and Zelis which you can see here.  Bottom line, you may want to contact Customer Support with your concern.  Please understand that the Community is not the same as Tech or Customer Support, although there's a lot of experience here, there's some questions that need to communicated with Customer Support.

[TheRealChipA]

Good catch on those other posts, @JK_Fiber_Art.  It sounds like the MCC thing might be the culprit here.  Definitely customer support call is in order.