Frequently asked questions | Edenred

Czech Republic

I would like you to cooperate with a new establishment (restaurant, sports center, etc.). How should I proceed?

Write a request using the form on our website. We will contact the potential partner within 2 days requesting a meeting. The average time for negotiating with a new partner is 20 business days, with a success rate of around 93%.

I'm interested in a card. What do I need to do to get one?

You can order a card at one of our stores or online. Once it's ready to be picked up, the store will contact you and arrange its pickup. Bring your identity card with you and an excerpt from the commercial or trade register. You will then need to activate your card. To do so, you will need the card and letter you received from us with the card.

What is direct payment in eshops?

Direct payment in e-shops is a modern payment method for fast and secure online payments. If you are an eshop owner and would like to use our benefits, please let us know. We will link the payment gateway and include you in the list of eshops that we distribute to our users.

Expiry of Ticket Restuarant card

We will notify employers of the upcoming expiration of cards via email with a list of all the cards that need to be renewed, along with information on how to proceed. We automatically transfer funds from your expired card to your new card, and you will also be able to keep your PIN.

Expiry of Edenred Benefits card

We will notify employers of the upcoming expiration of cards via email with a list of all the cards that need to be renewed, along with information on how to proceed. We automatically transfer funds from your expired card to your new card, and you will also be able to keep your PIN.

I ordered the Ticket Restaurant / Edenred Benefits vouchers and I didn't receive an advance invoice / final invoice.

If you placed an online order, the advance invoice is generated immediately after you place your order. You can find the advance invoice in the "My orders" section. You will receive the final invoice once the vouchers have been made, i.e. after the payment of the advance invoice and after the payment is credited to our account. You will also find the final invoice on our website in the "List of invoices" section, or you will receive it in an email.

I accidentally paid an invoice with an incorrect variable symbol and my payment has not yet been matched. How should I proceed?

Please send an email with your bank statement to our Client Center. Also send us your client code or company ID number in the email. Once the payment is matched, we will inform you.

I want to change my contact information in the contract. How should I proceed?

If you have already signed up on our website in the "Sign in" section, you can make the change in the "Customer profile" section. In other cases, please send the information via email to our Client Center. Please send your client code (or company ID no.) in the email, and specify the product for which you want to make the change.

What happens to credit on a card if an employee leaves the company? Is it possible to access it? Can the balance on the card be exchanged for cash or transferred to an employee's account, or can an employee exchange it for paper meal vouchers?

The funds on the card belong to the employee as if they were paper vouchers. As the employer, please let us know about the employee's departure (name, surname, card number). Once the application has been sent, the card remains valid, but you will not be required to pay for it. However, the card can no longer be charged. The credit shall expire on its original expiration date, or on the expiration date of the card itself. Once the card expires, it is no longer possible to issue a new card or to use the funds on the account.

How can I become a partner of Edenred and accept Edenred vouchers and cards?

Any partner who signs a contract with us can accept Edenred vouchers and cards in their establishmeht. You can fill out the contract online on our website, personally at our branch, or contact our partner department by email at partnerske-cz@edenred.com, where they will help you. Please include your name, surname, company ID no., and telephone number in your email.

How much will it cost me and what will I gain?

The fee for increasing volume varies according to the product you receive at your establishment, and the exact terms are always listed in the contract. Your business will be visible in the establishment search engine at www.edenred.cz, and if you accept a meal voucher or a benefit card, you will also be visible in the TicketCard by Edenred app. If you are interested, we can also offer you additional marketing cooperation and brand promotion with customers and businesses.

How do I fill out a new contract - step by step?

First create an account on our website. Then click "New contract" in your account and follow the instructions. Enter your contact details, select the products you want to accept, and agree to the terms. The contract will be automatically sent to our partner department. If everything is in order, our contractual relationship shall be deemed concluded. You will receive an email with the contract in PDF form with our signature, as well as a welcome letter. If you need to modify or add certain information to the contract, our customer department will contact you and help resolve the issue.

Can I fill out a new contract online, or do I have to sign it personally?

You can fill out the contract online on our website. The contract also includes our Terms and Conditions. After the contract is filled out, it will be sent to our customer department. If everything is in order, we will send you an email with the contract in PDF form. We will also send you an email with a welcome letter containing all the important information about our cooperation. If you need to modify or add certain information to the contract, our customer department will contact you and help resolve the issue.

How long after signing the contract can I start accepting Edenred vouchers/cards?

You can start accepting Edenred vouchers and cards as soon as the contract is signed. If you accept payments by Ticket Restaurant Card and Edenred Benefits Card in your payment terminal, please always notify our customer department of any change in your payment terminal or the purchase of a new terminal and its MID code. We must activate each terminal for card payments. The activation is performed remotely, but it is not possible to pay with our cards at the terminal without it.

How are vouchers exchanged for cash and how long does it take?

Paper vouchers can be returned in several ways. Personally at one of our branches or by sending the vouchers by post to our branch, and Ticket Restaurant paper vouchers can also be returned at Makro Cash & Carry and Bidfood collection points. When returning vouchers, it is always necessary to attach a duly filled out cash analysis. You can download the cash analysis form on our website. We can return your money in cash, to your bank account or to your Edenred Profi card. We can only pay a maximum of 270,000 CZK in cash. You can have money available immediately, or at the latest within nine days, depending on the refund method you choose. The money from Ticket Restaurant Card and Edenred Benefits Card transactions will be on your account immediately, just like money from any transaction with a regular credit card. For more information, please see the Terms and Conditions, which can be viewed after you sign in to your online partner account.

How will customers know that they can pay with Edenred vouchers / cards at my establishment?

We recommend sticking a sticker in a well-visible place, preferably on the front door of your establishment. You can also inform customers that you accept our vouchers on your website. Customers can find all acceptance points at www.edenred.com and in the TicketCard by Edenred app.

Do we have to modify or sign a new contract when switching to the Edenred Card?

There is no need to sign a new contract when changing from Ticket Restaurant Card and / or Edenred Benefits Card. The original contracts, price list and conditions that we have concluded with each other for Ticket Restaurant and Edenred Benefits cards are still valid for ordering a new Edenred Card and recharging the relevant wallet.

How will it be with invoicing?

Until all employees have a new Edenred Card, we will always send you 2 invoices after ordering and recharging - one for the Ticket Restaurant / Edenred Benefits cards and the other for the Edenred Card.

What will your employees appreciate about the Edenred Card?

The Edenred Card is a state-of-the-art benefit card that employees can use to pay for both food and leisure benefits. Instead of 2 separate cards, one with 2 wallets (Ticket Restaurant for meals and Edenred Benefits for free time) is enough. In addition, they can upload the card to Google Pay or Apple Pay, pay by mobile phone and do not have to carry it with them at all.