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

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.

Remember to stamp your vouchers with your company stamp in the space provided on the back of the vouchers before sending them to us for reimbursement. 

You can obtain a reimbursement:

• in person from the Pluxee members’ desk at 39 Rue du Puits Romain, Bertrange, between the hours of 8:30am-12pm and 1:30pm-4pm
• you may deposit vouchers at an ING branch (even if you don’t have an account there)
• send your vouchers to us by carrier (Brinks, G4S, DPD, TNT, etc.) 
• or by post, although this option involves greater risk (should the package get lost or stolen, for example).

Yes, Pluxee offers you personalisation of your Pluxee Gift paper vouchers. Indeed, a personalised gift in the beneficiary’s name always has more emotive impact. It also makes distribution more practical. You can also print various references on your gift voucher: company name and logo, comments or specific messages (Happy New Year, Congratulations, Best Wishes, etc.)

Lunch vouchers are subject to specific legislation in each country. Luxembourg lunch vouchers are subject to Luxembourg legislation and therefore can be used only in the Grand-Duchy of Luxembourg.

Just like with your Pluxee card, at all affiliated merchants with contactless payment terminals. You can geolocate them on Pluxee app.

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. 

In your Pluxee App, you can see all transactions you have made with your Pluxee card.

In the Apple "Wallet" App, you will see only transactions made with your Apple Pay.

Yes.

As the Pluxee Lunch card is a VISA card, it offers the same technical features as a classic VISA card with regard to online payments.

All we need to do is retrieve the merchant ID linked to your online store and add it to our systems for online payments to be activated.

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.

Restaurants, pizzerias, fast foods, pastries and all shops whose main activity is the supply of ready-to-eat food equipped with a POS and having an agreement with Pluxee for the acceptance of the Pluxee Lunch card.

Apple Pay is a mobile payment solution. You can pay contactless in a store or restaurant with your iPhone or Apple Watch via NFC.

All you have to do is hold your iPhone or Apple Watch in front of the contactless reader, follow instructions on the payment terminal.

Apple Pay is a solution for users of an iPhone or Apple Watch. The device requires to be able to manage the NFC function.

For merchants only (and not for the beneficiaries of the vouchers) , vouchers can be reimbursed for two months after the date stated on the voucher in question. Vouchers can no longer be reimbursed once this two-month period has passed.

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 mobile payment is only active if you want to. You can decide to activate or deactivate it anytime you want.

The lunch voucher is fully tax-deductible as operating expense. What’s more, it’s exempt from any social charges. It’s also an ideal form of complementary remuneration and a motivational tool.

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.

You can access iCloud and use the app "Find My iPhone" to block or definitely delete the possibility to pay with this device with Apple Pay. This is guaranteed even if your device is off-line and not connected to a cellular network or a WIFI network.