Cardholder FAQs
In here you can find the answers to the most commonly asked questions from our users
Johannes From avatar
Written by Johannes From
Updated over a week ago

Check out a list of our most frequently asked questions:

  • Why do I have a declined transaction?

  • I see an unauthorised transaction, what should I do?

  • I can't log into my account.

  • I have received a new Pleo card, how can I activate it?

  • When will I receive my Pleo plastic card?

  • Is it possible to use a Pleo card without the mobile app?

Q: Why do I have a declined transaction?

A: You will need to check the following

  • Has your card been frozen? You can check this by clicking the My cards section in the app > select card > tap unfreeze > your card will then be live and ready to use again.

  • Have you reached your spending limits? Simply log in to Pleo > head over to My cards > from here you'll see your limits. If the card is frozen due to you reaching your spending limit, you will need to contact your admin directly to increase the limit, and once increased this will automatically set your card live.

  • Did you enter your PIN code correct? You can always check your PIN in the mobile app from the My cards section > tap Show PIN.

  • For online purchases: Double check the card info is correct, including: name, card number, CVV, billing address & expiry date

If all of the above check out ok, please feel free to reach out if the card is not working and provide any error messages you have received.

💡 Purchasing Tip: Our cards only support Chip and Pin and contactless method in store, always ensure you use it this way. We always recommend trying again after a few seconds, if the first attempt was unsuccessful!

Q: I see an unauthorised transaction, what should I do?

A: You should immediately take the following steps:

  • Freeze your card: Log in to Pleo, either on the app or in a browser > head to My cards > tap on 'freeze card' for both plastic card and virtual.

  • Check the transaction, could it be a subscription? Is it a merchant you have spent with before? Have you shared the card with anyone else? If any of the above, we would recommend contacting the merchant directly or the potential other card user.

  • Once the above has been checked off and you still don't recognise the transaction - please open the in app chat or email with the transaction details, like date, amount and merchant and you will be advised of the next steps.

As a Mastercard cardholder, you are protected against fraud and will not be held responsible for unauthorised transactions. You can read more about the Mastercard® Zero Liability Protection here.

Q: I can't log in to my account.

A: You need both your 4 digit passcode and the 6 digit verification code.

  • If you forgot your passcode: Please contact your admin directly and they will be able to send you a reset passcode email. Our support team cannot reset this for you, it will need to be an admin of your account.

  • You are not receiving the 6 digit verification code:

    ✔️ Is your phone number correct in the app? If not, ask your admin to reset your phone number

    ✔️ Turn your mobile off for 5-10 mins and back on again

    ✔️ Are you receiving other text messages, and do you have full network.

If neither of these works, please contact Pleo’s support team (through the chat or through and we will advise on the next step.

Q: I have received a new Pleo card, how can I activate it?

A: You activate your new plastic Pleo card by pairing it in the Pleo app:

  • Open your mobile app and go to the My cards > Plastic card (grey)

  • Select the ➕ button OR tap on Pair card > enter your passcode

  • Enter the last four digits of your plastic Pleo card

  • Paired! To view you PIN-code, just click on Show PIN

Q: But I already have a card paired?

A: You want to use a new card but you have one paired already? Then you just need to remove this card first. Here is how:

  • Click the Freeze button > Then also select Lost/Stolen card as an option

  • Once confirmed, the option to pair a new card will appear.

Q: When will I receive my Pleo plastic card?

A: Once the account admin has ordered your card, it will take approx 5-7 business days for it to arrive to the delivery address. If you have questions on when your Pleo card will arrive or when it was ordered, please contact your admin directly.

💡 Remember you can always set up your virtual card and add it to apple wallet or google pay to start in store purchases.

Q: Is it possible to use a Pleo card without the mobile app?

A: Whilst in store transactions can be made normally without the Pleo app, for some online transactions you may need to approve a verification alert that is sent to your Pleo mobile app. The mobile app is required to approve this. Aside form this, not using the Pleo app will only be giving you a portion of the benefits of Pleo!

Using the mobile app will allow you to:

  • See your spending in real time

  • Instantly upload receipts to your expenses

  • Approve and verify certain purchases

  • Manage your cards, and check your PIN code on the go

Pleo virtual card details can also be accessed through the Pleo web app along with the expenses made with the Pleo cards.

But we suggest downloading the mobile app to get the full experience, you can download the app via the The App Store for iOS or Google Play Store for Android.

Did this answer your question?