1. I've ordered Pleo cards, when will they arrive?

2. I forgot my passcode, how can I log into my account?

3. My employee forgot their passcode, how can I reset it?

4. I see a suspicious transaction on our account, what will I do?

5. I have changed my accounting set up, what do I do in Pleo?


Q: I've ordered cards, when will they arrive?

A: Our cards will take approx 5-7 business days from when you order them. Once the package is marked with the local delivery service you will receive an email with the tracking link and can follow its progress.


Q: I forgot my passcode, how can I log into my account?

A: As admin access is to top level there are some steps you need to take:

  • Is there another admin who can send you a reset passcode?

  • If not, contact support@pleo.io with the following information at hand: a PDF/Screenshot of the last transfer made to Pleo directly from your business bank account. Must include payee, sender, amount and date.


Q: My employee forgot their passcode, how can I reset it?

A: 1. Click on People and place mouse over relevant user

2. Click the circle edit icon and a pop up will appear

3. Scroll to the bottom and select "Reset passcode"

The user will then receive an email that will allow them to reset their passcode.


Q: I see a suspicious transaction on our account, what will I do?

A: It is important to freeze the team members card

  1. Click on people and select Plastic Cards

  2. Hover over the member and click the black circle icon with three dots

  3. Select the Freeze option and confirm with your Passcode

  4. Contact the employee and establish if they recognise the transaction

  5. If not, please contact support@pleo.io and we will take it from there.


Q: I have changed my accounting set up, what do I do in Pleo?

A: If you have a direct accounting integration you will need to disconnect the integration and re-connect for the new information to be pulled into Pleo.

  • Click on the 🔽 to the right of selected and click 'Disconnect'

  • This will bring you back to the home page and then reselect your accounting

  • Nothing will be lost in Pleo and only will be updated you can then update your categories and apply new ones.

If you have a custom or ready-made format you can simply just add the new category numbers and name to the categories page, these will be added to the CSV file format to allow you to import into your accounting system.

Did this answer your question?