When will Alice text me?
It usually takes around 3-4 business days after your purchase for Alice to message you. The timing depends on when your bank recognizes the purchase and sends the info to Alice. Once Alice gets this information, you will get a message asking you to confirm if your purchase was related to your commute to and from work.
Some banks may take up to a week to send Alice updates. If it's been more than a week, and you haven't received a notification from Alice about your expense, check your Dashboard. You can see if there are transactions to confirm here and tell Alice about any the bot missed. A member of the support team will take a peek and reach back out to you via email!
What about my purchases before enrolling with Alice?
Alice can only save you money on transactions made since the day you enrolled. While you're eligible to enroll on your first day of employment, you do have to enroll before you can save. The earlier you enroll, the sooner you can start saving!
Why isn't Alice messaging me about my transit pass that I got at the grocery store or convenience store?
The IRS only allows mass transit passes purchased from the transportation vendor. This includes ticket booths, vending machines, or legitimate commuter websites. Passes from grocery or convenience stores do not count for pretax spending.
Why didn't Alice find my parking transaction?
Alice Bot looks for possibly eligible purchases. Sometimes, the system does miss these. Alice does get smarter with time though! Submit this as a missing transaction, and the support team will find it for you. Each time you do, Alice learns more about what types of purchases it should look for!
There may be some limitations out of Alice's control.
A few banks are available for connections, however, they don't work well with Alice's banking partners. For example, you may be able to connect some banks to Alice but the system may not be able to retrieve your purchase data through Alice's banking partner reliably. You may wish to use Alice Card, or another banking institution. Reach out to Alice Support if you have questions regarding your bank connection and that of unsupported banks Alice is aware of.
By enrolling in Alice and providing express consent, you agreed to receive automated messages from the Alice system at the mobile number you provided, on behalf of your employer's pretax benefits plan. Message frequency varies. Message and data rates may apply. To stop receiving messages, reply STOP to any Alice message, text STOP to (888) 431-4355, or contact support@thisisalice.com. To stop receiving emails from Alice, reply to any Alice email with "unsubscribe" or contact support@thisisalice.com or (888) 431-4355.