Card order not received

If your physical Pleo card hasn't arrived within the expected 5–7 working days, or if its status is marked as Delivered but you don't have it, you can track the shipment details and take immediate security steps to safeguard your account.

Track card order

1. Verify delivery and track the shipment

As an admin, you can review shipping details directly from the web App to identify delays or drop-off mistakes.

1. Check your card order in the Pleo web app to see:
   • Order status: Verify if it is marked as Delivered, In transit, or Out for delivery
   • Delivery address: Confirm the exact house/building number and postcode match your location
   • Order date: Check if the standard 5–7 working day window has fully elapsed
2. Click the order, then Track order to access the tracking link
3. Check if anything looks incorrect or if the card is delayed

2. If it’s marked as delivered but not received

As a cardholder, if the tracking link states the package was dropped off, but you do not have it, complete these checks before requesting a duplicate card.

• Check public reception areas: Search the building front desk, mailroom, security locker, or shared post baskets.
• Ask on-site teams: Confirm if a colleague or floor receptionist accepted the courier drop-off on your behalf.
• Verify central addresses: Ensure the order wasn't directed to a headquarters or regional hub instead of your specific day-to-day work address.

If the card is marked delivered but remains missing after all checks, contact Pleo Support, so they can order a new card for you.

3. If the card is missing

Secure your account immediately if you suspect the card was misdelivered to an incorrect address or stolen.

1. Freeze the card
   • In the Pleo app, tap Cards, choose the missing card, and tap Freeze to block usage instantly. You can easily unfreeze it later if the package turns up.
2. Report it as lost or stolen
   • If the package remains lost after internal checks, select Report lost or stolen in the Pleo App.
3. Order a replacement
   • Cardholders: Contact your admin to order a new physical card (after the card is frozen/reported lost or stolen).
   • Admins: Order a replacement card for the cardholder once the missing card is frozen/reported lost or stolen.