Adding card to digital wallet troubleshooting

If you are experiencing difficulties adding your Pleo card to a digital wallet, this guide provides steps to identify and resolve common issues.

Issues adding your card to your digital wallet, are typically due to 1 of 4 reasons:

• Unable to add the card from the Pleo app
• Card is not eligible to be added
• Adding the card fails in the digital wallet
• Temporary service issues (not caused by your device)

Unable to add the card from the Pleo app

1. Follow the supported path, adding the card via the mobile app. See Add card to digital wallet.
2. If you followed the supported path correctly, try these quick fixes:
   • Update the Pleo app to the latest version
   • Update your phone’s operating system (iOS/Android)
   • Restart your phone
   • Try a different network (for example, switch from Wi‑Fi to mobile data)
   • If you use a VPN, corporate Wi‑Fi, or mobile device management (MDM), try again without restrictions (if possible)
3. Apple Pay / Google Pay may block adding a card if setup isn’t complete. Check your wallet requirements:
   • Make sure you’re signed in to your Apple ID / Google account
   • Check your country/region settings match where Apple Pay / Google Pay is supported
   • Confirm your wallet is set up properly (for example, passcode/Face ID/Touch ID)
   • On Android: update and enable Google Play Services

Card is not eligible to be added

1. You may not be able to add the card if it is:
   • Frozen
   • Expired
   • Terminated/closed
   • Recently replaced (older cards can’t be added after replacement)
2. Navigate to Cards: 
   • Check you are adding an active card.
   • Check the card status (card will show as frozen). To unfreeze your card see Freeze or unfreeze your Pleo card
3. Device limit reached:
   • In some cases, a card can only be added to a limited number of devices. If the card was previously added on an old phone or another device, remove it there (if possible), then try again.

Adding the card fails in the digital wallet

1. Try adding the card directly in Apple Wallet or Google Wallet, instead of starting in Pleo:
   • Persistent failure suggests issues with wallet setup, device eligibility, or verification.
   • Success in the wallet but failure via Pleo indicates a session error; try restarting your phone and updating apps.
2. Adding cards may require SMS, call, or email verification. If this fails, the card cannot be added until verification is completed.

Temporary service issues (not caused by your device)

Simultaneous issues for multiple users may indicate a temporary provisioning outage. If you suspect this:

1. Try again later
2. If the issue persists, contact our Support team.