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FAQs
Help for companies
TICKET RESTAURANT FAQs
How can I place new Ticket Restaurant orders?

Log in to your online account with your company passwords and manage your orders quickly and easily.

Have you not created your company account yet? Fill out this form and follow the instructions.

How quickly will Ticket Restaurant vouchers be delivered to me?
Your order will be delivered within 48 working hours once we receive payment. If you have paid by transfer, you’ll receive them between 24h and 48h later.
How quickly will Ticket Restaurant cards be topped up?

Transfer: once the transfer has been processed (two working days), the balance will become available for use 24 hours later. 

Direct Debit: after placing the order, the requested balance will become available on the cards two working days later.

I have Ticket Restaurant vouchers that have expired. What can I do with them?

You have a maximum period of two months following the expiry date to send them to us so we can create a credit note for the company (within 30 days) and discount the corresponding figure from future invoices. Please send expired vouchers to the following address:

Avenida Meridiana, 358. 4º D, 08027. Barcelona

I have received a damaged order. What should I do?

First of all, you should not remove the security plastic from the vouchers. Then get in touch with our Customer Service Department (900 300 333) to report the incident and process a solution.

GENERAL
If I terminate the contract with my current company, can I keep my vouchers or card balance?

Your company will make that decision, so you will need to contact the corresponding department.

Can the restaurant apply conditions when accepting Ticket Restaurant?

The associated restaurant will need to accept Ticket Restaurant at any time of day and charge the same amount as it would when accepting any other payment method, unless otherwise stated on the voucher.

The restaurant did not accept Ticket Restaurant

Check that the business is listed in our restaurant search tool. If it is, leave your details with us on our contact form and we will get in touch with the restaurant to find out what happened.

Is it possible to buy other products using Ticket Restaurant?

The law states that meal vouchers can only be accepted by catering businesses.

Where can I use Ticket Restaurant?

At any of our associated restaurants in Spain identified with the product logo. You can use our restaurant search tool to find the business that best suits your needs.

What is the maximum amount I can use with Ticket Restaurant per day?

By law, an employee can receive and use a maximum of €11 per day worked. However, each company selects the amount provided per day and employee. Your company will tell you the amount of your daily allowance.

When can I use Ticket Restaurant?

You will be able to use your vouchers or card at any time of day during your working schedule, in the break given to you to eat.

If your company has established a specific usage policy in terms of times or other restrictions, your HR department will tell you about these limitations.

When paying with Ticket Restaurant, am I limited to certain types of product?

Ticket Restaurant can be used for breakfast, lunch or dinner and is not limited to the consumption of drinks.

Can I receive Ticket Restaurant at no cost to my company?

Yes, under a flexible remuneration plan. You can request up to €11 per day in Ticket Restaurant, which is Personal Income Tax exempt. Ask your company how you can join the flexible remuneration system or, if your company is unaware of this scheme, ask someone to get in touch with us so we can provide some advice.

TICKET RESTAURANT IN CARD FORMAT
How can I activate my Ticket Restaurant card?

Download the Edenred app or go to clientes.edenred.es and create an account, if you didn’t already have one. Go to My Account > Activate Card. Follow the instructions, enter the activation code included in the envelope delivered with your card and memorise your PIN.

How can I check the balance and activity on my card?
To check the balance and activity on your Ticket Restaurant card, you need to create an account on the Edenred app or clientes.edenred.es and link your card with the Add Card or Product option. Once you have your account, you can consult your balance and activity.
Can I use my smartphone to pay with my Ticket Restaurant card?
Yes, you can use the card to pay with Google Pay, Apple Pay or Samsung Pay. Just link your card to one of these apps. Download them from your smartphone and follow the instructions. More information on Google Pay, Apple Pay and Samsung Pay
How do I get the PIN for my card?

You will be told your card PIN when you activate the card. This number is essential for validating the transactions you complete. We recommend that you memorise it and don’t tell anyone or keep it written down with your card.

How do I recover my PIN if I forget it?

If you forget your PIN, you can recover it from the website or app. Go to My Account >> How to get your PIN. Memorise it and keep it in a safe place.

Can I change the PIN for my card?

The PIN can be recovered but never changed.

What should I do if my card is lost or stolen?

You can cancel it yourself via your online account (Balance and Management >> Product Management >> Cancel Card) or via the app (My Account >> Cancel Card). You can tell us by telephone on 902 876 880 (this option is available Monday to Thursday from 09:00 to 18:00 and Fridays from 08:00 to 15:00).

Is there a minimum spend when using the Ticket Restaurant card?

The Ticket Restaurant card cannot be used for purchases under one euro, in addition to any other limitations imposed by the company. However, businesses sometimes impose a minimum spend for card payments.  

My Ticket Restaurant card does not work at my restaurant. What can I do?

If you have checked that your card has balance, that it has not expired and you are using it within the parameters set by your company, call 902 876 880 so we can investigate any issues. If the card is defective, you will need to get a replacement via the HR department of your company.

TICKET RESTAURANT IN PAPER FORMAT
Can I pay with more than one Ticket Restaurant voucher?

Yes, you can pay with as many vouchers as you want.

Can I exchange Ticket Restaurant vouchers for cash?

Ticket Restaurant vouchers cannot be exchanged for cash and nor is the restaurant required to give you any change. If your bill is higher than the value of the voucher, you can complete the payment using any other payment method accepted by the restaurant.

Can my Ticket Restaurant vouchers be used by someone else?

According to Article 45 of Royal Decree 439/2007, governing Personal Income Tax, the vouchers are non-transferable. The employee is responsible for their exclusive use.

Does the business have to give me change?

No, the business is not required to give you any change if the value of the voucher is higher than your bill.

What should I do if I have any expired vouchers?

Any refunds or reimbursements for expired vouchers should take place via the contracting company and within the established deadlines. We cannot issues any replacements or refunds to individuals directly. If you have any expired vouchers, the HR department of your company will tell you how to organise a replacement or refund.

FAQs
What do I have to do before I can start accepting Ticket Restaurant?
To accept Ticket Restaurant in your business, you simply need to sign the contract to join our network. Once you have signed, we will send you all the material and documents you need. If you want to join our network, you can do so directly via this link or leave your details and we will get back to you as soon as possible.
I have received a voucher with a different background to all the rest. Why?

For security reasons, the background image on the vouchers is changed every year. However, some elements remain unchanged, such as the Ticket Restaurant® and Edenred logos or the position of information on the voucher, including the bar codes. The new security backgrounds are usually issued in November or December. For this reason, it is possible that vouchers with two different designs are valid during the last months of the year. In any case, you should always check the validity date before accepting a voucher.

How do I send you the vouchers?

Stamp the back or front of all the vouchers without covering the bar code. 

Count the vouchers and group them together by value (for example: five €11 vouchers, making €55) and make a note on the white delivery form. Then make a note of the overall total. 

Place all the vouchers into the laminated security envelope. 

Deliver the envelope to any branch of BBVA or Banco Santander (you do not need to be a customer yourself). 

Keep the delivery receipts (the envelope flap and the yellow delivery form stamped by the bank) for any future claims.

I have vouchers that have expired. What should I do?

Remember that we can reimburse expired vouchers up to two months after the expiry date. For example, if you received a voucher on 20 December 2019 that expires on 31 December 2019, you have until 28 February 2020 to send it to us.

What is the reimbursement deadline for vouchers?

Once we receive vouchers, you’ll get a refund within a maximum of six working days. If you want faster payment, you can opt for express payment. For €15+VAT a month, a courier will collect the vouchers from the designated address and you’ll receive payment in 72 hours.

Can I accept foreign vouchers?

No, vouchers are only valid in their countries of origin.

Can I accept Ticket Restaurant for dinners or at weekends?

Yes, the vouchers are valid from Monday to Sunday for lunch or dinner (except if otherwise stated on the voucher itself).

Am I required to give change from the vouchers?

No, the vouchers cannot be exchanged for money. This means that you are not required to give change when the customer’s bill is less than the value of the voucher.

Do I need a different terminal for accepting Ticket Restaurant® cards?

There is no need to change your PoS terminal for accepting payments with Ticket Restaurant® cards. You just need to register all the terminals you have at the restaurant.

How do I process Ticket Restaurant® card payments?

Payments with our cards are processed in the same way as any other card with a PIN.

I have changed my PoS terminal. Can I still accept Ticket Restaurant cards?

No, we need you to tell us about this change. Get in touch with us via the form in this link to change your details.

I need an invoice. Can you send me one?
You can get your invoices via My Account or, if you prefer, by contacting us here.
I need stickers and/or envelopes and Ticket Restaurant guides for my business. How can I get them?
You can order material from My Account or, if you prefer, by contacting us here.
What can I do via My Account?

By logging into your account, you can view the details of your contract, contact the Customer Services Department directly, fill in the form for delivery of Ticket Restaurant vouchers, check the status of your reimbursements, check, download and print invoices, and order material (envelopes, forms and stickers).

Any questions?

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