Question 1

What should I do if I lose my card?

Accepted Answer

You can disable your card by going to the settings page. Contact your organization's Thuisbezorgd Pay administrator for support. Contact your HR department if you are unsure what to do or whom to contact. For helpful tips and guidance, check out our detailed “How-to Guide”.

Question 2

My Thuisbezorgd Pay card is about to expire, what should I do?

Accepted Answer

If your Thuisbezorgd Pay card is about to expire, your card will be automatically replaced. Here’s what you can expect:

Virtual Card Renewal: If your card is renewed as a virtual card, you will receive an email with instructions on how to start using it by connecting it to your digital wallet.

Plastic Card Renewal: If your card is renewed as a plastic card, you will receive the new card through the usual process. The PIN code for your new card will remain the same. If you have forgotten your PIN, you can log into the Thuisbezorgd Pay hub and use the "reveal PIN" function in the card management section.

If you have a plastic card that is expired please cut the card into two and throw away.

Your card renewal is managed by your Thuisbezorgd Pay administrator. If you have a preference for a card type please reach out to your administrator. To find out who your administrator is, please contact the HR department of your employer.

⁠My Thuisbezorgd Pay card is about to expire, what should I do?
⁠We will issue a new card for you, this means you will receive a card in the self service section with a new expiry date and cvc. You can add your card to a digital wallet via the self service section. PIN is not required. You can use your new card immediately.

I do want to receive a plastic card. What should I do?

If you have specific reasons to use a plastic card you can request this with your local HR contact.

How can I add my Thuisbezorgd Pay card to my Digital wallet?

To add your Thuisbezorgd Pay card to your digital wallet (Apple Pay or Google Pay), follow these steps:

Virtual Card: If you have been issued a virtual card, log into the Thuisbezorgd Pay hub. Follow the steps under "Show card details" to see your virtual card's information. Open the digital wallet app and follow the steps to add the Thuisbezorgd Pay card information.

Plastic Card: If you received a new plastic card, you can add it to your digital wallet manually. Go to the digital wallet app on your device, select the option to add a new card, and follow the on-screen instructions.

For helpful tips and guidance, check out our detailed “How-to Guide”.

Question 3

My card was declined. Why do I need to use a PIN code?

Accepted Answer

All cards have a limit of €150 or its equivalent in your local currency. Each time you reach this limit, you will be asked to insert your card into the terminal and enter your PIN code. After that, you will be able to pay contactless again. For helpful tips and guidance, check out our detailed “How-to Guide”.

Question 4

My card was declined in a food establishment. What can I do?

Accepted Answer

Your card may not be accepted in all food establishments. But don’t worry, we are constantly working to grow the list of establishments that accept your card. For helpful tips and guidance, check out our detailed “How-to Guide”.

Question 5

I have connected my personal card. Why was my transaction declined?

Accepted Answer

When you connected your personal card, you set a daily maximun limit for charging your card. Once you've reached this limit, your card transaction will be declined. If you wish to increase or edit this limit, you can do so in the "Link Card" section in your Thuisbezorgd Pay account.

If your card issuer has set a minimum transaction value, you will need to ensure your purchase exceeds that amount.

For helpful tips and guidance, check out our detailed “How-to Guide”.

Question 6

What is the Thuisbezorgd Pay virtual card?

Accepted Answer

The virtual Thuisbezorgd Pay Card is a virtual payment method that's connected directly to your Pay allowance and is stored on your phone. Add it your digital wallet app (Google or Apple Pay), and use it to pay contactless in stores- there's no PIN code you need to remember! For helpful tips and guidance, check out our detailed “How-to Guide”.

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