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

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.

There is no technical modification to do on your terminal.

The Pluxee cards are VISA cards that work like all other VISA cards.

However, your Merchant ID must be authorized in our systems. This number can be retrieved from your acquirer and Pluxee can guide you in this recovery.

A contract/amendment should only be signed when a different legal entity is engaged (i.e. a different VAT or RCS number).

Thus, if several points of sale are all associated with the same legal entity (same VAT number), it will only be necessary to sign a single contract.

If, on the other hand, each of your points of sale is registered in the commercial register with a different RCS or VAT number, you will have to sign as many contracts as there are legal entities.

As of February 28, 2025, paper lunch vouchers are no longer circulating in Luxembourg. It is therefore no longer possible to join the Pluxee Lunch paper network. However, you can join the Pluxee Lunch (and Gift) card network by filling this form.

To join our network, simply complete our affiliation form, our local team will then contact you. 

To become an affiliate, there are 3 simple steps:

1. Registration: You provide the necessary information for the preparation of your contract, for instance you fill in our online affiliation form.
2. Signature of the contract: You sign the contract.
3. Activation: We activate your Points of Sale remotely, without any manipulation on your part. We add your Points of Sale to the Store Locator of our App.

All denominations are possible, between €10 and €125, and a single envelope may contain Gift vouchers of different values. So you can compose your envelope depending on your budget and the event. Nonetheless, we advise you to choose small denominations, which are more easily negotiable at merchant outlets. For example: 5 vouchers of €25, rather than one of €125! In this way the beneficiary can use its Gift vouchers in several shops and have more flexibility of use.

If you have expired vouchers, please contact the employer who granted you these vouchers (most of the time the Human Ressources department). Please note that we cannot deal directly with consumers on this topic.

The most common reasons of a rejected transaction are:
1. The merchant is not an affiliate of Pluxee;

2. Card balance is not sufficient;

3. The card you are using has been replaced, blocked or disabled.

If none of the above applies, Please send us a demand via the form or 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.

First, please check the delivery date indicated on your order confirmation. In case of a delivery delay, please contact our Customer Care Team to assist by phone at (+352) 28 76 15 00 from Monday to Friday from 8am to noon and from 1pm to 5pm or by email on orders.lu@pluxeegroup.com.

The maximum amount deductible is €15. This amount was set by the Grand Ducal Regulation of 25 September 2023 amending the Grand-Ducal regulation of 29 December 1986 implementing article 115, number 21 of the law on income tax. Pluxee can print Lunch vouchers with higher values, but in such case the difference is taxable as salary!

You can obtain a voucher remittance form 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, by calling the affiliation department on 28 76 15 00 or by downloading it from our website.