Frequently asked questions | Edenred

Czech Republic

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  • Edenred Card
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  • Benzina Tankarta od Edenred
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  • Ticket Restaurant peněženka
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When I exchange credit for paper meal vouchers, can I pick the vouchers up personally?

We send the meal vouchers to the contact address listed in your order. It is not possible to pick them up personally.

How long are Ticket Restaurant cards valid for?

The card is valid for 3 years from its date of issue. The expiration date can be found on the front of the card – like on credit cards. Your employee must request a new card for you. We automatically transfer funds from your expired card to your new card, and you will also be able to keep your PIN.

How long is the Edenred Benefits card valid for?

The card is valid for 3 years from its date of issue. The expiration date can be found on the front of the card – like on credit cards. Your employee must request a new card for you. We automatically transfer funds from your expired card to your new card, and you will also be able to keep your PIN.

What about the validity of the vouchers? For how long can I use them to pay?

All our vouchers are valid for a maximum of 15 months. Edenred Clean vouchers issued from January 1 till September 30 are always valid till the end of the same year. Vouchers issued from October 1 till December 31 are valid till the end of the following year.

What if I lose my card, when will you issue a new one? How long does it take to issue a new card?

If you lose your card, you will receive another one. From the date of approval and payment, it takes 10 days for the card to be made and sent to your address.

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.

I lost/I don't know the code necessary to order meal vouchers.

Our colleagues on our customer line will help you get your code, or you can sign in to your account at www.edenred.cz.

I would like to order meal vouchers, but I don't have a company ID number or Tax ID number as a natural person.

Please leave us your contact information in our form, and we will contact you as soon as possible.

What is the optimal meal voucher value?

With a nominal value of 137 CZK you will get maximum tax savings on the part of the employer and the employee.

Can I order the Ticket Restaurant card for only some of my employees?

Yes, that is possible. One company can buy both the Ticket Restaurant® Card and paper meal vouchers from us. It's up to you.

Can I order the Edenred Benefits card for only some of my employees?

Yes, that is possible. One company can buy both the Ticket Restaurant® Card and paper meal vouchers from us. It's up to you.

How can I order Ticket Restaurant vouchers? What is the easiest way?

Online ordering is simple and easy. You create an account on our website and then you can order.

How can I order Edenred Benefits vouchers? What is the easiest way?

Online ordering is simple and easy. You create an account on our website and then you can order.

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 paid the advance invoice. When will I receive the meal vouchers?

If you have already paid an advance invoice (or you are paying a final invoice) and your payment has been matched in our systems, we send the order to our production center the next day to be printed. Printing and subsequent delivery of an order usually takes 3 business days. If we deliver your order via Czech Post, you can track your shipment at www.postaonline.cz. You will receive the tracking number in the information email that we send you after your order is handed over to the Czech Post.

I have incorrectly entered my order for Ticket Restaurant / Edenred Benefits vouchers. How can I cancel my order?

To cancel your order, please contact our Client Center immediately, or send us an email. Always specify your client number and the number of the order you want to cancel. If the ordered vouchers have not yet been produced, we will cancel the order free of charge. Otherwise, a cancellation fee of 2% of the order is charged.

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 would like to order vouchers online. How do I sign up to the online portal (MyEdenred)?

You can sign up via our website in the "Sign in" section, where you can create a new account. After filling out the registration form, we will send an activation link to your email address, and after clicking it you can sign in and order. If your password doesn't work, please continue by renewing your password and we will send you a link to reset your password.

I am ordering vouchers online for the first time. How should I proceed?

To order vouchers online, you need to sign up in the online portal on our website in the "Sign in" section. If you have already signed up, sign in to the online portal and continue with "Place first order". Then, select the type of vouchers you want to order and fill out the rest of the order. Once identification information (company ID no. and client code) has been entered, the necessary information and business conditions are automatically filled out in the order form. Then you just need to finish your order. For each subsequent order, your company name and ID will already be filled out. Continue by clicking "New order".

I would like to pick up my vouchers in person. Is this possible? If so, where can I pick them up?

You can pick up the vouchers in one of our stores. our addresses and working hours can be found in the "Contact" section. You can pick up the vouchers after you pay the advance invoice and the payment in matched. If you are ordering vouchers online, you can check the status of your order under "My orders". When your order is ready to be picked up, the status will change to "Ready for pickup". You can verify an order status you've received in an email by telephone or email in our Client Center. The amount and variable symbol of the payment are required for its verification.

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.

I ordered vouchers - how can I find the status of my order?

The average delivery time of printed vouchers is within 3-5 business days if you've already paid an advance invoice (or if you are paying a final invoice). If we deliver your order via Czech Post, you can track your shipment at www.postaonline.cz. You will receive the tracking number in the information email that we send you after your order is handed over to the Czech Post. If you placed your order a long time ago, or if your package was not sent via Czech Post, please contact our Client Center. Thank you.

What makes the Edenred Card more advantageous than the original Ticket Restaurant and Edenred Benefits cards?

  • Edenred Card is the most modern type of employee benefits, which allows you to use up to 2 wallets within one card - meal voucher and / or leisure wallet.
  • If you are currently using only one of these benefits (meal vouchers or leisure benefits), with the Edenred Card you can reward employees with a new benefit at any time without additional costs for additional cards. All you have to do is recharge your second wallet.
  • If you are already contributing to employees for meals and leisure activities, thanks to the combination of benefits into one card, you will save the costs of issuing new and issuing expired cards. Instead of 2 Ticket Restaurant and Edenred Benefits fees, you only pay 1 of the Edenred Card. In addition, employees will appreciate the simplicity and greater comfort of payment.

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.

Do we have to modify the contract if we decide to use a second wallet and provide employees with a new benefit?

Even in this case, there is no need to modify or sign a new contract for a new product. The decision to reward an employee with a new benefit is entirely up to you and you do not have to inform us about it in any way. The second wallet will be subject to the same conditions as the one you already use. All you have to do is recharge it.

When will I be able to start ordering the Edenred Card for my employees?

The transfer takes place gradually, we will inform you about everything in time by email.

Can I start ordering the Edenred Card before informing me of the transfer?

Yes, if you are interested in the Edenred Card, contact your Edenred sales representative or write to us via the contact form.

Is it possible that for some time some employees will still have the "old" Ticket Restaurant Card / Edenred Benefits Card and others will already have the Edenred Card? Nevermind?

Yes, it doesn't matter. In case you do not want to exchange the cards once for all employees, some will have a Ticket Restaurant / Edenred Benefits, new employees or those who have lost the card will already have an Edenred Card. The cards will be replaced gradually according to their expiration and until then they will be fully functional.

Can I exchange all cards for my employees at once?

Yes, it is of course possible to exchange all cards from the original Ticket Restaurant for Edenred Benefits. If you are interested in a complete replacement, please contact your Edenred sales representative or write to us via the contact form.

Does the transition to Edenred Card change the way you order and recharge?

No, you can order and recharge cards as you are used to. If you order via the Edenred online portal, after logging in to your account, you will find "only" the Edenred Card in the card menu after switching.

How should I proceed when ordering / recharging catering cards?

In the order, select "Ticket Restaurant® on the Edenred Card" - this option is also used to recharge existing Ticket Restaurant cards.

How should I proceed when ordering / recharging leisure benefits cards?

In the order, select "Edenred Benefits on the Edenred Card" - this option is also used to recharge existing Edenred Benefits cards.

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.

Can I stay with existing cards?

Existing cards are fully functional until they expire and do not need to be changed immediately. However, when they expire, they will be replaced by new Edenred Cards. We will no longer issue separate Ticket Restaurant and Edenred Benefits cards.

How to proceed when exchanging expired cards?

Our customer center will contact you in advance and ask you to check for cards that are nearing expiration. After selecting and confirming the cards for exchange, we will have a new Edenred Card produced for the selected employees. Upon activation, employees will then simply transfer funds from the old Ticket Restaurant / Edenred Benefits card to the new Edenred Card in their Edenred account.

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.

How to proceed when activating the Edenred Card?

Each newly issued card (whether it is for a new employee who did not have one in the past or a replaced / replacement card for an existing employee) must be activated after registration / login to the online account on the Edenred portal. Activation instructions are part of the welcome letter that the employee receives with the new card. Check a step by step manual for account opening and card activation HERE:

How and when do I receive my card?

BENZINA Tankarta by Edenred will arrive within 10 working days after ordering by post to the contact address you have filled in. You will receive two separate letters, each on a different day. One will contain your card and the other an envelope with its PIN. You will be informed about the progress by e-mail.