--- title: Why Was My Purchase Declined or Marked Ineligible? description: Find out why your JOON purchase was declined or marked ineligible, what the most common causes are, and the steps you can take to fix or resubmit it. --- [Skip to content](https://help.joon.io/why-was-my-purchase-declined-or-marked-ineligible#main-content) English Show submenu for translations [Submit a ticket](https://help.joon.io/kb-tickets/new?hsLang=en) ![JoonLogo-Update\_Green@3x.svg\]](https://help.joon.io/hubfs/JoonLogo-Update_Green@3x.svg) - Help Center Open main navigation Close main navigation - Help Center - English Show submenu for translations - [Submit a ticket](https://help.joon.io/kb-tickets/new) - [Login to JOON](https://benefits.joon.io/sign-in) [Login to JOON](https://benefits.joon.io/sign-in) Help center for benefits recipients - There are no suggestions because the search field is empty. 1. [Help Center](https://help.joon.io/?hsLang=en) 2. [Eligible Purchases & Submitting Purchases](https://help.joon.io/eligible-purchases-submitting-purchases?hsLang=en) # Why Was My Purchase Declined or Marked Ineligible? ### **Short answer** Purchases are usually marked ineligible because they don't meet your employer's eligibility rules, are missing required information, or can't be verified. When a purchase is declined, you'll receive an email explaining the exact reason - that's always the best place to start. --- **Why a purchase may be marked ineligible** Even if a purchase seems like it should qualify, there are a few common reasons it may be rejected. Review the list below to identify what may have happened with your submission. **1. The purchase is outside your employer's Category Guide** Each JOON program is based on your employer's specific eligibility rules. A purchase may be rejected if it falls outside approved categories or is listed as an excluded item in your Category Guide. - Not sure what's covered? Review your Category Guide by clicking **Catory Guide** within your benefit program. For more help, see [What Are Eligible Purchases? Understanding Your Category Guide](https://help.joon.io/?hsLang=en). **2. Missing or insufficient receipt** If a receipt is required, it must clearly show: - Merchant name - What was purchased - Purchase date - Total amount Purchases may be rejected if no receipt is provided, or if the receipt is incomplete or unclear. **3. The merchant or purchase type is unclear** Some purchases require additional context to confirm eligibility. This commonly happens with big box retailers like Amazon, Target, or Walmart - merchants that sell both eligible and ineligible items. In these cases, an itemized receipt showing exactly what was purchased is typically required. **4. The purchase was not submitted correctly** A purchase may be rejected if the wrong category is selected, the purchase details are inaccurate, or the submission is incomplete. Double-check that all fields are filled in accurately before resubmitting. --- ***Connected card purchases & eligibility reviews*** If you use a connected card, JOON automatically reviews each transaction against your program's eligibility rules. If a purchase is not automatically marked as eligible, it will show as ineligible by default - but this doesn't always mean the purchase won't be covered. You can request an eligibility review for any connected card purchase by following the steps outlined here: [How to Request a Review for a Connected Card Purchase](https://help.joon.io/request-review-for-connected-card-purchase?hsLang=en). Submitting a review request gives JOON the additional context needed to properly evaluate your purchase. --- **What to do if your purchase is rejected** Start with the decline email - it will tell you the specific reason your purchase was marked ineligible and what, if anything, can be corrected. From there: - Review your Category Guide to confirm the purchase is eligible - Make sure your receipt or documentation is complete and clearly shows all required information - Resubmit with updated information if the issue can be corrected - If you believe the rejection was an error or need further review, reply directly to the decline email or [submit a support ticket](https://help.joon.io/kb-tickets/new?hsLang=en) and we'll take a look **Good to know** - Not all purchases are eligible, even if they seem related to your benefit category - The more detail and documentation you provide upfront, the faster your submission can be reviewed - When in doubt, include an itemized receipt — it's the single most effective way to avoid delays or rejections - If you're unsure whether a purchase is eligible before you buy, check your Category Guide first or [reach out to support](https://help.joon.io/kb-tickets/new?hsLang=en) - For connected card purchases, [request an eligibility review](https://help.joon.io/request-review-for-connected-card-purchase?hsLang=en) if your transaction was automatically marked ineligible - [Receiving reimbursements](https://help.joon.io/receiving-reimbursements?hsLang=en) - [Login, Access & Account Setup Issues](https://help.joon.io/login-access-account-setup-issues?hsLang=en) - [Direct Deposit Account](https://help.joon.io/direct-deposit-account?hsLang=en) - [Purchases Account](https://help.joon.io/purchases-account?hsLang=en) - [Eligible Purchases & Submitting Purchases](https://help.joon.io/eligible-purchases-submitting-purchases?hsLang=en) - [Large & Ongoing Purchases](https://help.joon.io/large-ongoing-purchases?hsLang=en) - [Reimbursements: Status, Timing & Payments](https://help.joon.io/reimbursements-status-timing-payments?hsLang=en) - [Help Center for Employees](https://help.joon.io/) - [Login to JOON](https://benefits.joon.io) - [Submit a Ticket](https://help.joon.io/kb-tickets/new) [![JoonLogo-Update\_Green@3x-1](https://help.joon.io/hubfs/JoonLogo-Update_Green@3x-1.svg "JoonLogo-Update_Green@3x-1")](https://benefits.joon.io) Help Center for Employees Copyright © 2026, JOON