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

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 your employees' cards are due to expire, you will receive an e-mail inviting you to select the cards that should not be renewed (e.g. employees who have left the company). You can make this selection directly via your online customer area, or by returning an Excel file pre-filled with the list of cards not to be renewed.

If you do not take this action, all cards will be automatically renewed.

Rest assured that we'll be with you every step of the way, giving you ample advance notice. Information is sent several weeks before expiration to give you time to take the necessary steps, and our team is available to answer any questions you may have via orders.lu@pluxeegroup.com or +352 2876 1500.

In Apple "Wallet" app, you need to choose your Pluxee card and click on the menu on the top right hand corner, scroll down, and click on "Delete this card".

The Pluxee Lunch card (physical or virtual) works like a prepaid bank card. It is accepted at all partner merchants that have a contract with Pluxee and are equipped with an electronic payment terminal.

You can use it :

• In shop, to pay for your food purchases.
• Online, with our e-commerce partners, particularly meal delivery platforms.

Find the list of affiliated shops here.

The card is compatible with :

• PIN code payment: must be used for the first purchase to activate the card.
• Contactless payment (if the terminal supports it), once the card has been activated by PIN code.
• Mobile payment via Apple Pay or Google Pay.

For online payments, the information on your card (card number, expiry date and CVV code), whether physical or virtual, can be accessed from the Pluxee application, in the card settings via the ‘Display my card's PAN and CVV’ option.

Its use is subject to Luxembourg legislation:

• The daily spending limit is 5x the value of a voucher per day
• For food purchases only

NB: if you cancel a purchase on the same day, we recommend that you keep the transaction receipt.

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.

1. Open your Pluxee app
2. Go to settings menu of your card
3. Tap "Add to Apple Wallet"
4. Select your device*
5. Accept the General Conditions of Use

*only applicable if you have several devices: you can choose on which device you want to enroll your card.

After the first enrollment, please repeat the enrollment operation if you want to add your card on another device.

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.

Once you have enrolled your card to your app Wallet:

1. Double click on the side button on your phone to activate Apple Pay
2. Authenticate on iPhone with Face ID or Touch ID
3. Hold the top of your iPhone in front of the payment terminal and the payment process will begin. When finished, your iPhone will display a transaction notification.

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.

Have a look at your drop-down menu on the main screen (drag from top bottom -> menu where you can activate/deactivate commonly your WIFI or your plane mode), the NFC logo has to be available among your choices.

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.