Find the answer to your questions, whether you're a company, an employee or a merchant!

Should you wish to obtain a sticker for the window of your business to show that you accept Pluxee products you can:

• come in person to the Pluxee office at 25 Rue du Puits Romain, Bertrange, between the hours of 8:30am-12pm and 1:30pm-4pm
• call the affiliation department on 28 76 15 00
• send an e-mail to request a window sticker at merchants.lu@pluxeegroup.com.

To activate your card, you must have created an account using your Pluxee ID and Card ID in the Pluxee app (by Pluxee International). Before activating your card, make sure you have it in your possession if it is a physical card. If it is a virtual card, it can be activated after creating your account using the login details received by email (Pluxee ID and Card ID).

When you receive your card, it is inactive. You can activate it through the Pluxee application (or via the web portal) by going to WALLET at the bottom of the screen, then Settings in the top right-hand corner. Click on the “Activate this card” button.

In the event of card renewal: As soon as the new card is ordered, i.e. 1 month before the previous one expires, it immediately replaces the old one in the Pluxee application. It will be sent within 10 to 15 working days to your employer's address. Please do not click on “Activate” in the application until you have your new card in hand, so that you can continue to use your current card and avoid any potential risks.

Cardholders without access to the Pluxee application can activate their card via the https://consumers.pluxee.lu/ web portal.

If none of the above 2 activation options are available, you can request activation from the Pluxee customer service department: by e-mail on consumers.lu@pluxeegroup.com or by telephone on 00352 28 76 15 00 Monday to Friday, 9am to 5.30pm. Please provide us with your Pluxee ID and Card ID.

The cards should be ordered by your employer.

To create an account on the App Pluxee, click on "WALLET":

1. Enter your email address and confirm it to create your Pluxee Connect account

2. Choose a password

3. Complete your personal information

4. Enter and confirm your mobile phone number

5. Accept the terms and conditions and the Privacy Policy.

6. Enter your Pluxee ID (Number provided by Pluxee on your PIN Mailer)

7. Enter Card ID (the last 8-digit of the number on the back of your card)

8. You can now access your Card data.

In case of loss, you can temporarily suspend your card via the App Pluxee:
1. Select "WALLET" at the bottom of the screen
2. Go to Settings in the top left corner of the screen and click on "Temporarily suspend this card".
3. If the card was only temporarily lost and you find it, you can reactivate it. The button will now appear as "Unsuspend this card".

To definitely block your card in case of theft or loss, you should contact our consumer service by email at consumers.lu@pluxeegroup.com or by calling us at 00352 28 76 15 00 from Monday to Friday from 9am to 5.30pm. Please give us your Pluxee ID & Card ID.

Once your customer account for the Pluxee (Lunch or Gift) card has been created, you can place your orders:

• online on the client extranet
• by filling the Excel template and sending it by email at orders.lu@pluxeegroup.com

If you have any question, our local team is at your disposal : +352 28 76 15 00.

Your employer places an order with Pluxee. Your balance will be automatically updated on your mobile application or on the web portal Pluxee.

If your card is permanently lost, if it has been stolen, or if it is damaged and unusable or if you have never received your card, please contact our consumer service (by e-mail on consumers.lu@pluxeegroup.com or by phone on 00352 28 76 15 00  from Monday to Friday from 9am to 5.30pm.) to block it and a new card will be ordered automatically and will be sent to you. Please give us your Pluxee ID.

Unlike paper vouchers, Pluxee is not responsible for refunding your transactions when they take place with the card. Pluxee is never in possession of the amount of the transactions.

Pluxee's commission will therefore be invoiced completely independently, according to the terms and conditions agreed with Pluxee.

Unlike paper vouchers, Pluxee is not responsible for refunding your transactions when they take place with the card.

The reimbursement is made by your payment service provider (SIX, Worldline, ServiPay, BSPayone, etc.) according to the terms agreed with the latter.

There is no technical modification to do on your terminal.

The Pluxee cards are VISA cards that work like all other VISA cards.

However, your Merchant ID must be authorized in our systems. This number can be retrieved from your acquirer and Pluxee can guide you in this recovery.

A contract/amendment should only be signed when a different legal entity is engaged (i.e. a different VAT or RCS number).

Thus, if several points of sale are all associated with the same legal entity (same VAT number), it will only be necessary to sign a single contract.

If, on the other hand, each of your points of sale is registered in the commercial register with a different RCS or VAT number, you will have to sign as many contracts as there are legal entities.

To date, most known acquirers in Luxembourg are able to accept our Pluxee card: 

• Adyen
• Axepta
• Done4You
• Elavon
• Fiserv
• Keyware/Paynovate
• Marketpay
• Nayax
• Revolut
• Servipay
• Sumup
• Stripe
• Unzer
• Vivawallet
• Wallee
• Worldline(Six/Cetrel/Saferpay)

In doubt? Our dedicated team is at your disposal: merchants.lu@pluxeegroup.com 

To become an affiliate, there are 3 simple steps:

1. Registration: You provide the necessary information for the preparation of your contract, for instance you fill in our online affiliation form.
2. Signature of the contract: You sign the contract.
3. Activation: We activate your Points of Sale remotely, without any manipulation on your part. We add your Points of Sale to the Store Locator of our App.

The most common reasons of a rejected transaction are:
1. The merchant is not an affiliate of Pluxee;

2. Card balance is not sufficient;

3. The card you are using is not activated or has been replaced or blocked 

If none of the above applies, please check our live service status page to ensure that an incident is not currently being resolved.

If that's not the case, please send us a demand via the form or by email at consumers.lu@pluxeegroup.com or by calling us at 00352 28 76 15 00 from Monday to Friday from 9am to 5.30pm. please give us your Pluxee ID & Card ID.

Pluxee cards are delivered within 10 to 15 business days to the employer's address.

First, please check the delivery date indicated on your order confirmation. In case of a delivery delay, please contact our Customer Care Team to assist by phone at (+352) 28 76 15 00 from Monday to Friday from 8am to noon and from 1pm to 5pm or by email on orders.lu@pluxeegroup.com.