We’re here to support you and ensure your experience is smooth and hassle-free. Below you’ll find useful information about your cashback card.
My Card
Q. When will I receive my card?
Your physical card will arrive by post within 10 working days. Once your registration is complete, you’ll also have access to a virtual card. Simply log in to your account, select ‘View Card’, and add it to your Apple or Google Wallet to start shopping right away!
Q. Where can I use my card?
You can use your card online or in-store anywhere Visa is accepted, except some EU/EEA merchants that don’t take prepaid cards. Certain transactions like gambling, adult sites are restricted, see the Terms & Conditions for details.
Q. How do I activate my card?
Click Your Card, enter your details, and activate card. That’s it!
Q. Will there be a credit check?
No. We don’t run credit checks, but we may use your information for anti-fraud checks, which may involve a credit reference or fraud prevention agency.
Q. What if my card is lost or stolen?
Contact us immediately so we can block your card and issue a replacement. A fee applies, see the Fees Table.
Q. What if I forget my PIN?
Request a PIN reminder under the Your Card tab in your online account.
Q. Can I change my PIN?
Yes. Visit any bank ATM and use PIN Services.
Q. I’ve blocked my PIN?
Go to Your Card to request your PIN, then visit a bank ATM and select PIN Services > Unblock PIN. Your PIN will unlock immediately.
Q. How do I check my balance?
The front page of your account or login to the Pluxee UK Card app.
Q. My card is expiring, when will I get a replacement?
If eligible and your membership is renewed, your new card will arrive before the old one expires. Make sure your contact details are up to date.
Q. How do I order an additional card?
Register an additional cardholder under Additional Card on the website. They must live at the same address. Fees may apply.
Q. How do additional cards work?
Both cards share the same balance, and any cashback earned is added at your next top up.
Q. How do I add funds to my card?
Top up instantly online with a debit card. You can also set up monthly or automatic top-ups through the website.
Q. Why was my card declined?
Check that:
1. You have enough balance
2. Your card is activated
3. You entered the correct PIN
4. You’re not trying to withdraw cash (not supported)
Q: What happens if my goods turn up faulty?
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. You will need to contact the retailer directly.
Q. My top up payment has failed, what would the problem be?
1. 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
2. Registered your card 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 click the top up tab and select the monthly top up option.
If you notice a pending payment they are usually released by your bank within 3-5 working days. If you need them sooner, contact us and we will support further.
Cashback
Q. How do I earn cashback?
Activate and top up your card, then shop with our retail partners. Each offers its own cashback rate. Cashback appears in your online account and is credited at your next top-up. Most purchases process in 5-7 days, but Sainsbury’s can take up to 6 weeks.
Q. How do I see what I’ve saved?
View your monthly and yearly savings in your online account. Any earned cashback is added to your balance when you next top up.
Q. Will retail partners or cashback rates change?
Yes, rates and partners may change, and we may run short-term offers. We always aim to provide a wide range of retailers.
Q. Do I get cashback on everything?
Some items are excluded, see Retailer Exclusions. When shopping online, make sure you’re buying directly from our partner, not a third-party supplier.
Q. What happens to my cashback if I’m no longer eligible?
Cashback is only paid while you remain eligible. Any unclaimed cashback is lost if you become ineligible.
Q. Will I still receive loyalty points (e.g., Nectar, Advantage)?
Yes. You can continue to collect retailer loyalty points alongside cashback.
Fees
Q. Is there a top up fee?
Any top up under £200 will incur a 40p charge.
Q. Do I have to pay a registration fee?
No the card is free upon application.
Q. Do I have to top up my card when I register?
Yes, there is a minimum top up of £5 when you register for a card.
Q. Is there a fee to use my card abroad?
There is a 2.5% foreign exchange fee for overseas transactions. You can check your daily currency conversion rate for making purchases abroad, or with overseas retailers, by clicking here You will not earn any cashback for purchases made outside of the UK.
Q. What is the renewal process?
£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?
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?
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. What do I do if I have a complaint?
We strive to provide the best service possible, should you wish to raise a formal complaint please get in touch with us. We will provide you with a copy of our complaint policy that includes next steps.