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 this week

Check out a list of our most frequently asked questions:

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, CVC, 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 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.

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