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

The card has many advantages for the merchant:

• Speed ​​at checkout: using the card for the payment greatly reduces the time spent at the checkout since it is no longer necessary to count or stamp checks; nor to give change since the transaction takes place to the penny.
• Security: there is no longer any risk of loss or theft of paper vouchers that may occur during storage or when sending to Pluxee.
• Efficiency and management: there is no longer any risk of accepting expired vouchers or counting errors, nor is it necessary to provide a secure room to store the vouchers, nor any costs for sending the checks at Pluxee.

In the Pluxee App, consumers can temporarily suspend their card.

To definitely block their card in case of theft, damaged or loss, they should contact our consumer service by email at consumers.lu@pluxeegroup.com or by calling us at (+352) 28 76 15 00 from Monday to Friday from 9am to 5:30pm and selecting option 2 (cardholder).

The same applies for any enquiries PIN related.

The Pluxee Gift card, whether physical or virtual, can be used like a standard payment card at partner merchants equipped with a terminal or on their online shops. To find out where you can use your Pluxee Gift card, check the Pluxee mobile app or the store locator, which also allow you to easily locate affiliated stores near you.

You can suggest merchants by sending an email to merchants.lu@pluxeegroup.com. 

Yes, you can continue to use your old card until you receive your new one, as long as you don't click on the “Activate” button in the application. In fact, as soon as you activate your new card (which automatically appears in your application as soon as it is produced), it immediately replaces the old one, which then becomes unusable. 

Once you've received your new card, you'll once again be able to enjoy mobile payment via Apple Pay and Google Pay. Simply activate your card (once you have it in hand) and add it again to Apple Wallet or Google Wallet from your card settings in the Pluxee mobile application.

As long as you haven't received and activated your new card, you can continue to use mobile payment with your current card without any problems.

One month before your card expires, we'll send you an e-mail informing you of the steps involved. On that date, your new card will go into production, and you will receive it within 10 to 15 working days at your employer's address.

Our local team will be with you every step of the way, and will be happy to answer any questions you may have. You can contact us by e-mail at consumers.lu@pluxeegroup.com or by telephone on +352 2876 1500.

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.

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).

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! 

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.

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.

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.

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.

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 

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.

The most common reasons for a rejected Pluxee card transaction are:

1. The merchant does not accept Pluxee Lunch
The card can only be used with Pluxee partner merchants that are authorised to accept it.

2. Your available balance is insufficient
Check your balance in the Pluxee app or web portal before trying the payment again.

3. Your card is not activated, has been blocked or has been replaced
Make sure you are using your current active card. The first payment must be made using the PIN to activate the physical card and enable contactless payments.

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.

Follow the step-by-step instructions to find your Pluxee card number and CVV.