Frequently Asked Questions

Q. When will I receive my Card?
A. You will receive the card in approximately 14 days from application. 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.

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 303488 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, 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 the address registered.

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. Are there any age restrictions when applying for a card
A. You must be at least 18 to be able to apply for the card. Additional cardholders must be at least 13 and live at the same address.

Manually Keyed and swipe & sign transactions outside the UK
These transactions are currently switched off. You won't be able to make a payment outside the UK that needs to be verified by manually entering the card number, i.e over the phone, or any instore payments where chip and pin is not available.