The following article covers the main questions regarding the order and delivery of your Plutus Card.

 

Ordering a new Plutus Card

Plutus users can order their first card for free during the signup process. A deposit of 20 EUR/GBP is required to order the card but said deposit is fully available for use once you receive the card.

• Signup: https://dex.plutus.it/auth/signup

Note: You can use a referral link from another user to get an additional bonus in your signup.

 

While your first card is free, replacement cards have a charge of 5 EUR/GBP associated that will be discounted from your card balance. This fee will be changed as of 21st Nov 2022.

 

Delivery time

Once you request a card through the Plutus App, you get it sent to your confirmed delivery address the next day. The service used for the delivery is Royal Mail, and all cards are issued from the UK. For EEA users, Royal Mail uses a local delivery service for the final card delivery.

• Delivery time: Between 3 days and 3 weeks.

The specific delivery time can't be predicted, but the average time is 1 week. If you live far from big cities and delivery centres, it may take longer for the card to arrive. If your card has not arrived after 3 weeks, consider the following actions:

• Check if you actually ordered it, the Plutus app should reflect the card status as "Inactive", meaning it's waiting for you to receive it and activate it.
• Check if the mailman left the envelope outside of your mailbox, like in a shared or community mailbox.

The 3 weeks mark is not a hard line, cards arriving after this amount of time is not unheard of, but it is safe to assume that in most cases, a card that has not arrived by the 3 weeks mark, is most likely lost in delivery and will never arrive.

 

Lost cards and card delivery tracking

Following the section above, cards that have not arrived by the 3 weeks mark can be assumed as lost in delivery. In this situation, there are not many choices, as it is not possible to track the card delivery in any shape or form. For example, it is not possible (not even for us) to know if the mailman considered your particular delivery undeliverable for any reason. 

If your card has not arrived, the best way to proceed is to request a replacement. You can do so yourself from the app or website by following these steps:

1. Ensure that your delivery address is clear and correct. You can do so from your account profile, and a safe way to check this is to enter it in Google Maps and check if there is an exact match.
2. Mark your card as "Lost". This will automatically order a replacement card for you, and it will permanently disable the card that was previously sent. Note that this is not a reversible action, as Visa permanently disables cards marked as lost.
3. If the replacement card does not arrive either, contact Support for assistance. We will check if there are any potential issues to deliver you a card, and request one manually from our provider.

Note: Once a new card is requested, it is not possible to cancel the delivery or update the delivery address, even if it's just 1 minute later. 

 

FAQ

I marked my card as lost, but then I found it. Can I cancel the replacement card and reactivate mine?

No. Cards marked as lost are permanently disabled by Visa and there is no circumstance where this can be reversed. 

 

My neighbour ordered a card later than me and he already got it while I'm waiting a week more than him. Is my card lost?

Maybe. We don't have a way to check the status of a card delivery, so if you have been waiting over 3 weeks, it's advised to mark it as lost and request a replacement card.

 

I moved to a different address, how do I update the address for my delivery?

In your profile settings, you can update your address once every 90 days. If you need it more often than that, contact the Support team.

 

Can I order my card to a P.O. box or an address that is not mine?
No, the card can only be delivered to your residence address.

 

I moved to another country, can I order a card to there?

If the new country is on our list of Supported countries, then yes. Note that we can't send EUR cards to UK residents and viceversa, or cards to non-supported countries.