Customer support, FAQs, and troubleshooting

How we handle the digitisation of paper receipts in Italy

Customer support

Where can I find Pleo product support?

How to find answers in help centre articles, live chat, and email support.

Written by Sheelagh Pirzada
Updated over a week ago

FAQs

Admin FAQs

Scroll for speedy answers to the most common questions from admins

Written by Aoife Ryan
Updated over a week ago

Cardholder FAQs

In here you can find the answers to the most asked questions from our users!

Written by Johannes From
Updated over a week ago

How Pleo handles the digitisation of paper receipts

Learn more about the tax regulations applicable in France and Spain, and what Pleo does to ensure compliance.

Written by Clara Schindler
Updated over a week ago

How Pleo handles the digitisation of paper receipts in Portugal

Learn more about the tax regulations on digitisation applicable in Portugal and what this means for Pleo’s users.

Written by Clara Schindler
Updated over a week ago

Which browsers does the Pleo web app work with?

Make sure you use a supported browser to avoid technical issues

Written by Anya
Updated over a week ago

Can Pleo cards be shared or reassigned?

Learn why Pleo cards are personal and should not be shared or reassigned

Written by Anya
Updated over a week ago

What is a virtual card? How does it work?

Learn what a virtual card is, and how it is used

Written by Anya
Updated over a week ago

If your organisation has a new bank account

Already using Pleo but recently changed business bank accounts? Here's what to do for manual and automatic Wallet top-ups.

Written by Angela
Updated over a week ago

Card delivery times

When will my new cards arrive?

Written by Cristina Gómez García
Updated over a week ago

Using a Pleo card without the mobile app

Using your Pleo card without the app

Written by Anya
Updated over a week ago

Trouble logging in

What to do if you see an error message get stuck when trying to log in

Written by Angela
Updated this week

I can't register my email, what do I do?

Learn what to do if you get an error message when registering your email

Written by Søren Moesgaard
Updated over a week ago

Why am I being blocked from using Pleo as an admin?

This is what you need to do if you can't access your Pleo account due to unpaid invoices

Written by Angela
Updated over a week ago

If you forget your passcode or need to change your authentication method

Learn what to do if an employee, admin, external or partner bookkeeper needs a passcode or 2FA reset.

Written by Angela
Updated over a week ago

Troubleshooting: transactions

What to do if your Pleo card is declined

What to do if your transaction has been declined.

Written by Angela
Updated over a week ago

I don't recognise a transaction

What to do if you spot a transaction on your Pleo card that you don't recognise or potential fraud

Written by Anya
Updated over a week ago

I have not received a receipt

What to do if you have not received a receipt for your purchase

Written by Anya
Updated over a week ago

Troubleshooting: cards

Chip-and-PIN are not supported by the merchant

What to do if Chip and Pin is not supported by a merchant.

Written by Anya
Updated over a week ago

My card is due to expire, what happens next?

Written by Alex
Updated over a week ago

My Pleo card is lost/stolen, what do I do?

What to do when your Pleo card has been lost or stolen

Written by Angela
Updated over a week ago

How to replace your Plastic card

How to remove the old Plastic card, and activate the new one

Written by Anya
Updated over a week ago

I have exceeded PIN attempts, what should I do?

What to do if you have entered the wrong PIN too many times

Written by Angela
Updated over a week ago

How to unfreeze a card after reaching the spending limit

How to re-enable an employee's card once a spending limit has been reached

Written by Anya
Updated over a week ago

Troubleshooting: accounting

How to disconnect and reconnect your accounting integration

Learn how to disconnect and reconnect your bookkeeping system to refresh the integration.

Written by Angela
Updated this week

Explained: Exporting Errors with Datev

Learn what these Datev export errors mean and what to do when they come up.

Written by Angela
Updated over a week ago

Explained: Exporting Errors with Xero

Learn what these Xero export errors mean and what to do when they come up.

Written by Angela
Updated over a week ago

Explained: Exporting Errors with Fortnox

Learn what these Fortnox export errors mean and what to do when they come up.

Written by Angela
Updated over a week ago

Visma e-conomic export errors

Learn what these e-conomic export errors mean and what to do when they come up.

Written by Angela
Updated over a week ago

How to fix TFL transactions in Xero

Learn how to correct Transport for London transactions causing balance issues in Xero

Written by Sam Kelley
Updated over a week ago

How to fix a Xero connection that "could not be established"

Learn what this error message means and how to fix it.

Written by Sam Kelley
Updated over a week ago

Troubleshooting: general steps

How to take a screenshot with the console open

How to provide further information on an issue

Written by Lukas
Updated over a week ago

How to update your Pleo mobile app

For optimal performance and security, make sure you're on the latest version of Pleo.

Written by Angela
Updated over a week ago