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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 is not activated or has been replaced or blocked 

If none of the above applies, please check our live service status page to ensure that an incident is not currently being resolved.

If that's not the case, 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.

Pluxee cards are delivered within 10 to 15 business days to the employer's address.

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.

To create an account on the App Pluxee, click on "WALLET":

1. Enter your email address and confirm it to create your Pluxee Connect account

2. Choose a password

3. Complete your personal information

4. Enter and confirm your mobile phone number

5. Accept the terms and conditions and the Privacy Policy.

6. Enter your Pluxee ID (the number provided by Pluxee via email when your card is loaded)

7. Enter Card ID (the last 8-digit of the number on the back of your card)

8. You can now access your Card data.

When creating your account, you will need to provide your Pluxee ID:

  • If you have a physical card, you'll find it in the email you got when your card was loaded.
  • If you have a virtual card, your Pluxee ID can be found in the e-mail you received after creating your card, entitled “Pluxee Virtual Card: Your Pluxee ID”.

If you have already created your account, you can find your Pluxee ID in your Pluxee application :

  • Go to the "cards" tab
  • Select your card
  • Click on the "settings" icon on the top right of your screen
  • Chose "Display card ID" and copy your ID to your clipboard