Visa Frequently Asked Questions:
Q. Is there a top up fee?
A. No top ups are now free, there is no charge to top up your card.
Q. Do I have to pay a registration fee?
A. No the card is free upon application.
Q. Do I have to top up my card when I register?
A. Yes, there is a minimum top up of £5 when you register for a card.
Q. When will I receive my Card?
A. You will receive the card in approximately 7 working days from application. However, please allow up to 14 days to receive the card. Please note that this time frame also applies to reissues for lost, stolen or expired cards. If you haven't received your card within the 14 days, please contact Customer Services.
Q. Where can I use my card?
A. You may use the Card at any Merchant that displays the Visa Mark, excluding limited acceptance Merchants in EU/EEA that do not accept prepaid cards.
Q. Are there any restrictions on where I can use my card?
A. There are a few card restrictions such as gambling and adult websites - please see the Terms and Conditions for more information.
Q. How do I activate my card?
A. You will need to follow the instructions on the card carrier to be able to activate it. Should you experience any issues, please contact the hotline as detailed on your card carrier and the contact us area on the website.
Q. Can I use it for shopping online?
A. Yes, Visa is accepted at most online shopping sites.
Q. Can I spend more than the funds on my card?
A. No, the payment will be rejected if you have insufficient money on your card to pay for the goods.
Q. Will there be a credit check?
A. No, there are no credit checks. We may use personal information provided by you in order to conduct appropriate anti-fraud checks. Personal Information that you provide may be disclosed to a credit reference or fraud prevention agency, which may keep a record of that information.
Q. What happens if I lose my card or it is stolen?
A. You must notify us immediately if your card is lost or stolen. Please call the hotline as detailed in the contact us area on the website and press option 3 for 'lost and stolen'. You should treat this card as cash in your wallet. Please note that if you have lost your card a replacement card fee will apply. For further details, please refer to the fees table in the terms and conditions.
Q. What happens if I forget my PIN number?
A. Please request a PIN reminder through the details tab on your online account or call the hotline as detailed in the contact us area on the website and select option 4 for 'forgotten PIN'.
Q. I've blocked my pin, what should I do?
A. Firstly, if you need a PIN reminder, please log into your Pluxee App and request this, alternatively, please call 01908 303564 and select option 4. Once you have your PIN, please visit a bank ATM, insert your card and select 'PIN Services' followed by Unblock PIN'. Your PIN will be unblocked immediately.
Q. Can I use my card abroad?
A. Yes, you can use your card anywhere that Visa prepaid cards are accepted, however a 2.5% foreign exchange fee will apply.
You can check your daily currency conversion rate for making purchases abroad, or with overseas retailers, by clicking here
Q. Can I get my balance when I am out shopping?
A. Our website is mobile responsive, allowing you to log on and check your balance quickly and easily.
Q: What happens if my goods turn up faulty?
A: Under this prepaid card, your purchases are not covered in the event they suffer from breach of contract or misrepresentation of goods. This does not affect your consumer rights.
Q. What do I do if I have a complaint?
A. Complaints regarding any element of the service provided by us should be sent in writing or by email to our Customer Service team. All complaints will be subject to our complaints procedure. We will provide you with a copy of our complaints procedure upon request and, if we receive a complaint from you, a copy of our complaints procedure will automatically be sent to you. If we fail to resolve your complaint to your satisfaction you may refer your complaint to an independent ombudsman by sending a request to the Financial Ombudsman Service (FOS), free of charge. You can find further information by visiting the FOS website https://www.financial-ombudsman.org.uk/consumers/how-to-complain.Details of how to contact the FOS are included in the enclosed leaflet, which can be found here: https://financial-ombudsman.org.uk/business/resolving-complaint/ordering-leaflet/leaflet
Q. My card was declined, what could the problem be?
A. Have you:- Got sufficient funds on the card to cover the purchase? Activated the card? Used the correct PIN? Are you trying to withdraw cash? (this service is not available)
Q. My card expires shortly when will I receive my replacement card?
A. If you are eligible and renewed your membership, your new card will be delivered to you before your old card is due to expire. Please ensure that you keep your contact details up to date as the new card will be sent to your home address.
Q. How do I earn cashback?
A. After receiving, activating and topping up your card with funds you will be able to start spending online or in-store at our retail partners to accumulate cashback savings. Our retail partners offer you specific savings when you use your card with them. You can view those savings on your online account. When you next top up anything you have earned previously is automatically credited to your account. It usually takes about 5 - 7 days for your purchases to be processed so please don't worry if not all of your savings appear immediately after you have spent. Sainsbury's is the only exception to this due to their process for calculating savings, meaning the credit can take 6 weeks to process. Where possible, we will always credit your account as soon as we are advised of the savings to be awarded.
Q How do I see what I have saved?
A. You can monitor your monthly and yearly savings on your online account. Each time you top up, any savings you have earned will be added to your card's balance.
Q. Will I get cashback if I spend overseas?
A. No, unfortunately you only qualify for cashback at UK stores.
Q. Will I earn savings on petrol?
A. No. You also do not earn savings on non-petrol items purchased at petrol stations.
Q. Will the retailer partners where I earn cash back or the cash back rates change?
A. Occasionally we change cashback rates and offer special short term offers which are advertised on the website. With regards to retailers, they may occasionally change, however we always aim to offer a comprehensive range of outlets where you can earn savings.
Q. Do I get cashback on everything at retail partners?
A. Some retailers also have exclusions - a full list can be found on the website under Retailer Exclusions. If you are buying goods online, then please check that the transaction is being made with our retail partners rather than a 3rd party supplier. For instance, large white goods are often supplied by a retailer who is not included in our cashback scheme, e.g. on the Debenhams Plus website it states 'When you purchase from Debenhams Plus, Buy it Direct will process the payment and deliver your order within the timescales provided'.
Q. What happens to my cashback if I am no longer eligible?
A. Cashback that this card offers will only be paid whist you are eligible and therefore will be lost if you become un-eligible for the programme.
Q. Will I still receive loyalty points, i.e. Nectar, Advantage?
A. Yes, all other retailer loyalty schemes and offers can be used alongside your card for Cashback.
Q. How do I order an additional card?
A. Should you require an additional card for your account, you can register one additional cardholder on the 'Get additional card' tab on the website. Please note that this person needs to be living at the same address and charges for this service may vary.
Q. How do the additional cards work?
A. You'll both use the same pot of money and any cashback that your additional card earns will be added to your account when the account is next topped up.
Q. How do I load additional funds on to my card?
A. You can do this online, as an instant top-up from a debit card. There is no charge to top up. There is also the option to set up a regular payment from your debit card on a monthly date of your choice via the website. You can also set up an automatic top up that will top up your card by a set amount when it falls below a set value.
Q. My top up payment has failed, what would the problem be?
A. Have you: - recently changed address? If so, please update this on your online account or send an email to us to amend on your behalf. registered with 3D secure or verified by Visa? If not please speak to your bank. For monthly top ups please ensure that the debit card registered is still correct and has not expired. To update these details please visit the top up tab and select the monthly top up option.
Q. My top up payment has failed, and the funds have been reserved from my bank?
A. If the funds have been reserved by your bank and your payment has failed, this should automatically be released back into your account within 3 to 5 working days depending on your bank. If you require the funds to be released sooner, we can arrange a fax to be sent to your bank. Please contact your bank to confirm they will accept this and the details for the fax. Once you have this information contact our customer services team and we will arrange this on your behalf.
Q. What is the renewal process?
A. £2.99 will be automatically deducted from your card balance on the anniversary of your card application date. This fee applies for both main and partner cards.
Q. What is a dormancy fee?
A. There will be a dormancy fee of £5 per month for accounts over two years that have been inactive for 12 months. Inactive accounts are determined by no top ups or spending.
Q. What is an expiry fee?
A. Once your card has expired and has not been requested to be reissued, there will be a £5 expiry fee that will be debited from your available balance.
Q. Can I use my card to withdraw cash?
A. No, your card cannot be used for cash withdrawals at ATMs, foreign currency, cash advances or cash back.
Q. Can I change my pin?
A. you can change your PIN at any Bank or Building society ATM via PIN services
Mobile App FAQ'S
Q. How do I download the app onto my device?
A. To download the app please visit the app store and search for the Pluxee app, this should give you the option to download this for free onto your device.
Q. What login details do I need to enter to log into the app?
A. These are your usual login details that you use to access your online account through the website. If you have forgotten your password or passcode, please select the forgotten password link to reset this. To confirm your usercode or username please click the forgotten usercode/username link or contact customer services.
Q. It is asking me to set a memorable code, what is this?
A. For security, we require you to setup a memorable code when you log into the app for the first time. This needs to be a six-digit code that is memorable for you.
Q. I have forgotten by memorable code?
A. If you have forgotten your memorable code you can reset this via the settings on the dropdown menu in the app and selecting "reset app".
Q. Will this memorable code be the same as my passcode for my device?
A. No this will be separate to your passcode for your device and is specific for the Pluxee app.
Q. Can I setup touch ID to enter the app?
A. Yes you can use touch ID to access the app. This should prompt you to set this up when you first load the app or you can setup this up later in the settings of your device under the security option.
Q. How do I change push notifications for the Pluxee app?
A. You can change push notifications by selecting the Pluxee app under settings on your device and selecting the notification option. However without this feature you'll miss out on some of our great offers
Q. How to change the location services for the app?
A. To change your location services on the app you can do this through the settings on your device and selecting the Pluxee app. Once you click location this will allow you to change this, where you can opt to never use this service or use this just while using the app. However without this feature you'll miss out on some of our great offers
Q. Can my Partner card access the app?
A. Your partner card can download the app, however they will not be able to login as this uses your login credentials for the website.
Apple Pay FAQs
Q. What is Apple Pay?
A. Apple Pay is an additional payment option for your card on Apple devices. You can make secure purchases above the £30 contactless limit (depending on store) in store, through apps and online.
Q. How secure is Apple Pay?
A. Apple Pay is a secure payment option, as you are required to enter a onetime verification code when you add your card to Apple Pay. For purchases you need to use touch id with fingerprint identification, enter your six-digit passcode or with the new iPhone X use face ID.
Q. If I use Apple pay will this store my card numbers and share my information?
A. No when you setup Apple Pay this does not store your card number on your device, once setup this creates a separate token for your device. This means that your card details are never shared by Apple when you make a purchase.
Q. Which devices can use Apple Pay?
A. You can use Apple Pay on the below Apple devices:iPhone X, iPhone 8, iPhone 8 Plus, iPhone 7, iPhone 7 Plus, iPhone 6s, iPhone 6s Plus, iPhone 6, iPhone 6 Plus, iPhone SE, iPad Pro, iPad (5th generation), iPad Air 2, iPad mini 4, iPad mini 3, Apple Watch Series 2, Apple Watch Series 1, Apple Watch (1st generation),MacBook Pro with Touch ID, a Mac model introduced in 2012 or later with an Apple Pay-enabled iPhone or Apple Watch.
Q. How do I add my card to Apple Pay?
A. To see how you can add Apple Pay to your device please log into your programme website and select the Apple Pay information page. This will give a full list of instructions on how to add Apple Pay on each device.
Q. How do I spend in store using Apple Pay?
A. For more information on how you can spend in store using Apple Pay please visit the Apple Pay information page on your programme website.
Q. How do I spend online using Apple Pay?
A. For more information on how you can spend online using Apple Pay please log into your programme website and select the Apple Pay information page.
Q. How to use Apple Pay on your device to make payments in apps?
A. For more information on how you can spend in app using Apple Pay please log into your programme website and select the Apple Pay information page.
Q. Do I need to enable touch ID or a passcode on my device to have Apple Pay?
A. Yes for security you will be unable to use the Apple wallet or add your card unless you have enabled touch ID or a passcode on your device. When you add your card to Apple Pay your device should prompt you to set this up or alternatively you can do this by going to the touch ID & passcode setting on your device.
Q. How to use Face ID with Apple Pay on the iPhone X?
A. For more information on how to use and setup Face ID please visit the Apple pay information page or the Apple website.
Q. How to select the card I want to pay with in Apple Pay?
A. If this is not your default card you just need to tap on the card you would like to use.
Q. How to choose a default card for Apple Pay?
A. To change your default card in your Apple wallet please visit the settings on your device and select the Wallet & Apple Pay section.
Q. I would like to remove my card from Apple Pay, how can do this?
A. You can remove this within the Apple wallet by clicking the i button next to the card and selecting the remove card button. Alternatively, please contact customer services who will be able to remove this on your behalf.
Q. My card has been blocked as this has been lost and stolen, will this affect Apple Pay?
A. No, as this does not use your card number you can continue to use Apple Pay.
Q. My card has been replaced will this affect Apple pay?
A. No, you can continue to use Apple Pay and the details will be updated automatically.
Q. I have lost my device how can I block my Apple Pay token?
A. If you have lost your device please contact customer service immediately and we will be able to block this for you. Alternatively, if you mark your device as lost using Find My iPhone this will automatically block all your cards within your Apple wallet.
Q. I have marked my device as lost in Find My iPhone, can I unblock this via customer services?
A. No if you marked your device as lost in Find My iPhone you need to visit this and mark your device as found, this will unblock any cards within the Apple wallet and you can resume using your card. If you have blocked this via customer services please contact us to notify us this has been found and we can unblock the token for you.
Q. I have not got an Apple device will you be offering other device payment options other than Apple Pay in the future?
A. Yes, we are working to expand our mobile payment options to provide this for other devices. Once this is available we will send you communication to let you know.
Q. My Contactless have stopped working
A. You can use the contactless 10 times in a row, this will then block. You would need to unblock this using your cashback card in the chip and pin device, this will then re-set it