FAQ

I don't know the code needed to order meal vouchers

Colleagues on our customer line T: +420 234 662 340 will help you get the code or after logging into your account at www.edenred.cz

I can order meal vouchers if I don't have an ID number or VAT number

Please leave us a contact on our form and we will get back to you as soon as possible.

How do I order an employee's lost card?

After logging into the company account on www.edenred.cz, you will enter the "card management" section, where you can find the employee in question by surname or card serial number. Through the pencil that you will see in the left column, you choose "renew card" and the reason for its renewal. The next day, you approve the order in the "reissuance of cards" section, where you choose the delivery address

The order has not been assigned a number, how can I find out if it has been entered?

If the order was not assigned a number, it may be an error in the order. In this case, colleagues on our customer line T: +420 234 662 340 will help you.

If an employee leaves, do I have to return/block their card?

It is not necessary to deactivate the card after termination of employment. For data cleanliness in your card management, we recommend removing employees only from it (for removal, please log in to your company account at www.edenred.cz and then enter the "card management" section, where you can find the given employee by surname or card serial number employee and delete the employee via the red circle.

Will the employee's card be blocked if I remove it from card management?

Removing a card from card management will not block the card. The card will simply not appear in your next orders and card management.

How to proceed if an employee joins us again and no longer has his Edenred card?

If an employee has lost their original Edenred card, please proceed in the same way as when issuing a lost card, i.e. after logging into the company account on www.edenred.cz, go to the "card management" section, where you can find the given employee by surname or card serial number . Through the pencil that you will see in the left column, you choose "renew card" and the reason for its renewal. The next day, you approve the order in the "reissuance of cards" section, where you choose the delivery address.

Can I check balances on my employees' cards?

Balances on employee cards are sensitive data and cannot be checked under the GDPR. The balance can only be seen by the employee, in his personal account both in the application and after logging in at www.edenred.cz.

I want to increase the nominal value, do I have to inform you about it?

There is no need to inform us about the nominal value increase. Just enter the new nominal value on your next order.

Can I order a blank employee card?

Employees can order an "empty card" and recharge it later. In this case, enter the number 1 in the number of hours worked and 0 in the nominal value ordered.

An employee has changed his name, must he be issued a new card?

It is not necessary to issue a new card to the employee, unless the employee himself requests it. You can enter information about a name change after logging into your company account at www.edenred.cz and entering the "card management" section. You can change the name or surname of the given employee using the pencil that you will see on the left. When a new card is issued due to loss, damage or expiration of the card, it will be issued with new data.

The company is switching to new domains, how to introduce this change into the system?

By logging into his personal account, the employee clicks through to the "user profile" section, where he selects "change e-mail" in the upper right corner.

What is the optimal value of the meal voucher

With the nominal value of the meal ticket CZK 211, you get maximum tax savings on the part of the employer and the employee.

How do I, as an employer, find out about cards that are about to expire?

We inform the employer of the approaching expiration of the cards by e-mail with a list of all cards to be renewed together with information on how to proceed further. We will automatically transfer funds from expired cards to new cards and keep the same PIN.

How to order meal vouchers/vouchers

Ordering online is simple and fast. You create your account and order on our website.
Instructions for ordering digital meal or benefit cards and paper meal tickets or vouchers can be found after logging into your account in the Download documents section.

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 free time 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.

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 free time 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.

Where can employees find more information about the Edenred Card?

After logging in to their online account, Edenred Card users have a set of useful manuals to help them get started with the card (and related services). You will find these materials in the "Documents to download" section.

For more information go to Edenred Card chapter..

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. Read more information.

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 meal voucher/benefit cards?

Instructions for ordering/top-up of digital meal or benefit cards can be found after logging in to your account in the Downloadable documents section.

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.

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

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

How can I order Edenred Card

Online ordering is simple and easy. You create an account on our website and then you can order.
### Can I order the Edenred Card for only some of my employees?
Yes, that is possible. One company can buy both the Edenred Card and paper meal vouchers from us. It's up to you.

How can I order Edenred Card

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

I ordered the Cards / 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 (+420 234 662 340) immediately, or send us an email to klient-cz@edenred.com. 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 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.

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 can I withdraw from the contract?

You have the right to withdraw from the contract without notice within 14 days of receiving the card without giving a reason. Later, it is possible to terminate the contract with one month's notice (starting from the first day of the following month). In both cases, the notice must be sent in writing (by letter or e-mail). Within 14 days of withdrawal, it is also necessary to send the issued cards back or hand them over at the headquarters of ORLEN in Prague 4. For more information, see the document "Poučení o právu na odstoupení od smlouvy", which is available in your customer account on the Tankarta portal, and in the general terms and conditions.