When will Alice contact me about my purchases?

It usually takes about 3 to 4 business days after a purchase for Alice to reach out. The timing depends on when your bank sends the transaction to us. Once we receive it, you'll receive a message from Alice asking you to confirm whether the purchase was for your commute to and from work.

Some banks can take up to a week to send updates. If it's been more than a week and you haven't heard from Alice about a specific purchase, check your dashboard. You can review transactions and submit anything we missed. A human will take a look and follow up by email.

What about purchases I made before enrolling?

Alice can only help you save on taxes for purchases made on or after the day you enrolled. You're eligible to enroll on your first day of employment, but you do need to enroll first. The earlier you enroll, the sooner you can start.

Why didn't Alice contact me about my transit pass from a grocery or convenience store?

The IRS only allows pretax treatment of mass transit passes purchased from the transportation vendor itself: ticket booths, vending machines, or legitimate commuter websites. Passes bought at grocery or convenience stores do not qualify.

Why didn't Alice find my parking transaction?

Alice's bot looks for eligible purchases, but it isn't perfect. Submit it as a missing transaction from your dashboard and our team will find it. Each submission helps Alice get better at recognizing similar purchases.

Are there any banks Alice can't read well?

Yes. A few banks can technically connect but don't send reliable transaction data through our bank-connection partner. If yours is one of them, you may want to use Alice Card or a different bank. Contact support if you have questions about your bank connection.

Need help?

Email support@thisisalice.com or call/message 888-431-4355.

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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.