Alice Card declined my purchase. What do I do?

Use Alice Card to pay for parking and transit to get to work. It helps you save on taxes, right on your paycheck.

Alice Card only works for parking and transit. It won't approve spending on tolls, gas, groceries, or anywhere outside a transit or parking location.

After most transactions, you'll receive a message from Alice. If a transaction doesn't go through, the message will explain why.

Common reasons Alice Card declines a transaction

• The merchant isn't recognized as parking or transit.
• The CVC or billing address you entered doesn't match your card.
• You've reached the monthly IRS limit. In 2026, that's $340 per month for parking and $340 per month for transit.
• You're in NYC and the swipe didn't reach Alice. If you don't receive a message from us, OMNY may need you to verify your card. See Verify Alice Card with OMNY.
• Your most recent paycheck didn't have enough earnings to cover what you spent. Alice Card will pause until your next paycheck has enough earnings to cover it.
• There may be a temporary issue between your employer's payroll system and Alice. If so, we're already aware and working on it.

Where can I learn more or ask questions?

As your authorized third-party benefits service provider, Alice's team is here to help.

• Email: support@thisisalice.com
• Phone or message: 888-431-4355

If you think a transaction was declined in error, take a picture of your receipt and send it to us. Our team will investigate.

Message and data rates may apply. Message frequency varies. Reply STOP to opt out. Reply HELP for help.

Savings shown or implied — including any reference to "cash back" or take-home pay — are illustrative. Actual savings depend on your tax rate, benefit elections, and eligible spending each pay period. "Cash back" in Alice's materials refers to the federal, state, and FICA payroll taxes you don't pay on eligible commuter spending. It is income tax you keep, not a cash payment from Alice, your employer, or any third party. Alice does not provide cash back, rebates, or any direct financial benefit in connection with the Program. Alice does not provide tax, legal, or financial advice. Consult your own tax preparer, lawyer, or financial advisor for guidance specific to your situation.

Pretax Hero Visa Commercial Card is powered by Stripe and Alice Card is issued by Celtic Bank. Program funds held at Fifth Third Bank, N.A. (Member FDIC). Use of card and program is subject to the cardholder terms and related agreements presented at issuance.

Figures shown are for the 2026 plan year and are set by the IRS. Limits are indexed annually; we update this article each November when the IRS issues the following year's Revenue Procedure.