Frequently asked questions | Edenred

Czech Republic

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Podle typu řešeníexpand_more
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  • Kartové řešení
  • Papírové řešení
Podle typu kartyexpand_more
  • Všechny karty
  • Edenred Card
  • Ticket Restaurant Card
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  • Benzina Tankarta od Edenred
Podle typu peněženkyexpand_more
  • Všechny peněženky
  • Ticket Restaurant peněženka
  • Edenred Benefits peněženka

When will the funds for the past month be credited to my Edenred Benefits card?

We charge the funds within 48 hours after your employer pays the invoice.

When will funds be credited to my Edenred Benefits or Ticket Restaurant card?

You can only charge your card in your cafeteria. On the home page of your cafeteria, click "Charge my card" next to the picture with the Edenred Benefits card and finish the order. The funds will be transferred on the day given in the conditions of your cafeteria.

When will the funds for the past month be credited to my Ticket Restaurant card?

We charge the funds within 48 hours after your employer pays the invoice.

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.

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.

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.