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

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 

Three months before the cards expire, you will receive an e-mail informing you of the cards to be renewed and the steps to follow. 

You can consult the list of expiring cards in your online customer area, or via a file we'll send you.

If you need to exclude certain cards (for example, for employees who have left the company), you can do so directly online or by sending us back the pre-filled Excel file.This will enable you to know exactly which cards are due to expire and act accordingly.

Yes, you can deactivate some cards before renewal. 

Three months before expiration, you will receive an e-mail enabling you to select the cards to be excluded from renewal (for example, for employees who have left the company). This selection can be made directly in your online customer area, or by sending us back a pre-filled Excel file.

If no action is taken, all cards will be renewed automatically.

Your personal information can be edited from the Pluxee app or web portal.

After selecting your profile, go to “Personal Information” (or “My Account” on the web portal). You will then be redirected to Pluxee Connect, where you can manage your data, such as your personal information (profile, phone number, email address, etc.) and your account security settings (password, biometrics, etc.).

You can also delete your Pluxee Connect account (which will result in the loss of your access).

Our digital lunch vouchers (Pluxee Lunch) and gift vouchers (Pluxee Gift) can be used online, just like credit cards. For example, you can use your digital lunch vouchers on delivery platforms such as Wolt, Wedely, or Foozo.

To pay online, find your card details (card number, expiration date, and CVV), whether physical or virtual, in the Pluxee app. Go to your card settings via the “Display my card's PAN and CVV” option.

When paying, simply enter your card details as you would for a standard credit card payment.

Note: to use your card online, you may receive an SMS to validate the transaction. It is essential that the phone number entered in your Pluxee profile is correct. It can be changed at any time in the mobile app.

The PluxeeConnect solution allows you to create and manage your Pluxee account online. The login solution is common to our customer extranet, our mobile app, and our web portal.

The same login details can therefore be used on these platforms. However, if you are a customer (employer, HR, etc.), we recommend that you have one account linked to your work address (extranet) and another linked to your personal address (app and web portal).

When your employer reloads your card (lunch voucher or gift voucher), you will receive a notification at your email address and in the Pluxee mobile app (if you have agreed to receive our notifications). The balance is updated immediately and automatically in the app. Loadings are always carried out outside of weekends and public holidays.

Gift vouchers can be used at our affiliated stores in Luxembourg. Gift vouchers in Luxembourg are not subject to any spending limits or specific sectors. Treat yourself: high-tech, fashion, chocolate, DIY, leisure, there's something for everyone!

Pluxee gift vouchers are valid for 12 months from the date they are loaded. Three months before they expire, you will receive an email and app notification informing you of their expiry date, giving you time to use them at our partner merchants.

The Pluxee app is available on the App Store and Play Store. To download it, click here or select the Pluxee app (by Pluxee International) in the App Store (iOS) or Play Store (Android).

Once you have downloaded the app, select ‘Luxembourg’ as your employer's country and create your account or log in.

Yes. We have implemented a feature that allows you to order Pluxee gift cards discreetly.

By unchecking the dedicated option when placing your order on the extranet (or by informing our teams), you can choose to ensure that your employees do not receive any communications from us: no emails regarding the creation or loading of the card, no notifications in the Pluxee app.

This allows you to create a real surprise effect and communicate information to your employees at the moment you choose.

Order your cards now! 

From the moment we receive your signed contracts, activation generally takes less than 24 hours.

This of course depends on the number of points of sale to be activated.

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

The refund is made by your payment service provider (SIX, Worldline, ServiPay, BSPayone, etc.) and the speed of the refund depends on the terms agreed with the latter.

Your balance is updated after each purchase transaction. You can consult it on the mobile application Pluxee as soon as you log in on the home page or on "WALLET".

The balance and the transaction history can also be consulted on the web portal Pluxee. 

You will need to provide your Card ID when creating your account and for each exchange with the Pluxee team. 

• If you have a physical card: the CARD ID is written on the back of your card and begins with LUX. 
• If you have a virtual card: in the PDF document attached to the e-mail entitled “Pluxee virtual card: your Card ID” received when finalizing the creation of your virtual card. 

To create your account on the Pluxee mobile application, you only need to enter the last 8 digits. 

When creating your account, you will need to provide your Pluxee ID:

• If you have a physical card, you'll find it on the same letter as your PIN code.
• If you have a virtual card, your Pluxee ID can be found in the e-mail you received after creating your card, entitled “Pluxee Virtual Card: Your Pluxee ID”.

If you have already created your account, you can find your Pluxee ID in your Pluxee application :

• Go to the "cards" tab
• Select your card
• Click on the "settings" icon on the top right of your screen
• Chose "Display card ID" and copy your ID to your clipboard

You can access this information whenever you need to, in real time, by logging in to your account in the app Pluxee via "WALLET". A 3 months history of transactions will be displayed. You can search and filter transactions by type and period.

This is also available on the Pluxee web portal.