1. Why do I have a declined transaction?

  2. I see an unauthorised transaction, what should I do?

  3. I can't log into my account.

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

  5. When will I receive my Pleo plastic card?


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

  • All the above check out ok? Please feel free to reach out support@pleo.io if the card is not working and provide any error messages you have received.

    💡 Purchasing Tips

    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 support@pleo.io 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 support@pleo.io) 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.


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