Pluxee Incentive Frequently Asked Questions
Q. What is the iQ cashback card and why have I received it?
A. The iQ cashback card is a pre-paid debit card. You have received the iQ cashback card as you entered a valid promotional code at the time of your booking. The iQ cashback card will be loaded with a cashback value based on the promotional code entered.
Q. Will I receive a physical card?
A. No. You will receive an email with your username asking you to set your password. You can then log in to view your card details. These details can be copied for online purchases or added to your Google Pay or Apple Pay digital wallets.
Q. Where can I use my card?
A. You may use the Card at any Merchant that Visa Prepaid, excluding limited acceptance Merchants in EU/EEA that do not accept prepaid cards. You can use Google and Apple pay on all instore purchases where the card is accepted. (Once you have added it to your digital wallet).
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 in the email by logging into your account and clicking on ‘your card’. Should you experience any issues, please contact Customer Services on FromIQ@mail.sodexoengage.com
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 my card details are compromised?
A. You must notify us immediately if you think someone has access to your card details. 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.
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.
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 or you can view it on our Pluxee app.
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:-
Q. My card expires shortly when will I receive my replacement card?
A. If you are eligible, your new card details will be emailed 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 the email address registered.