AskPlutus

Help centre

Common issues, answered

2026 Transition

The questions members ask us most, answered the way we answer them on real tickets: what is happening, how it works, and exactly what to do next.

1Why was I charged for my plan?

We understand an unexpected payment is worrying, so here is exactly how plan payments work.

The short answerA renewal taken while auto renewal was on is correct under our terms, and switching auto renewal off in the app stops every future payment.

How subscriptions work

  1. A plan renews automatically at the end of each term and is paid with the card saved on your account, for as long as auto renewal is on. This is set out in section 13.2 of our General Terms.
  2. Auto renewal stays on until you switch it off in the app. Not using the app, deleting it, not logging in or unsubscribing from emails does not switch it off, and does not mean you have opted out.
  3. A plan does not end on its own. If you were not charged for a period, that was because your card payment was declined during a billing issue on our side, which has since been resolved. Your plan stayed set to renew, and those months show in Billing history as Card declined, not billed.
  4. If the card that was charged belongs to you but the account does not, we can discuss only the payments taken from your card, as the account holder manages the plan.

What to do

  1. Open the app, go to Profile, Billing and open Billing history to see every payment and every month that was not billed.
  2. To stop future payments, switch Auto renewal off in Profile, Billing. It takes effect straight away, and the plan stays active until the end of the term already paid for.
  3. If you have not used any benefit of your plan and simply forgot to switch renewal off, see Can I get a refund for my plan?
  4. If you do not recognise the payment at all, write to support@plutus.it from the email address you use for Plutus, or send us the last four digits of the card that was charged and the date and amount of the payment. Please never send your full card number.
2Can I get a refund for my plan?

A plan that has been used is not refunded, which is standard across the industry. We do refund when you have not used any benefit of your plan and simply forgot to switch renewal off.

The short answerIf you have not used any benefit of your plan since the charge, request a refund from your receipt email and we will review it and reply within 3 working days.

How refunds work

  1. A refund is possible when you have not received any benefit from the plan since the charge, including ordering the free Plutus card. The conditions and time limits are set out in section 13.3 of our General Terms (UK) and General Terms (EEA).
  2. Every request is reviewed against your account activity, and sending a request does not by itself mean a refund will be made. We let you know the outcome by email within 3 working days.
  3. Approved refunds go back to the card the payment was taken from and can take 5 to 10 working days to show, depending on your bank. Your plan ends when the refund is made.
  4. A payment made in crypto is never refunded to a wallet.

What to do

  1. Tap Request a refund in your renewal receipt email. This records your request against that payment, so you do not need to write to us as well.
  2. If you do not have the email, write to support@plutus.it from the email address on your Plutus account with the date and amount of the payment.
  3. Switch auto renewal off in Profile, Billing, so the plan does not renew again.
3How do I stop my plan from renewing?

Switching auto renewal off takes a few seconds in the app, and it takes effect straight away.

The short answerSwitch Auto renewal off in the app under Profile, Billing before your renewal date, and no further subscription payment will be taken.

What to do

  1. Open the Plutus app and log in. If you cannot log in, tap Forgot password on the login screen to set a new password first.
  2. Go to Profile, then Billing, and switch Auto renewal off. Billing then shows that your plan will not renew.
  3. Your plan stays active until the end of the term already paid for, and no further subscription payments are taken.

How this works

  1. For your security, changes to your plan and auto renewal are made by you in the app, so please switch it off there yourself before your renewal date.
  2. Logging in to the app does not take a payment. Payments are only taken on the renewal date while auto renewal is on.
  3. If you would rather stop using Plutus altogether, you can close your account instead. See How do I close my Plutus account?
4What are beta PLUS points and where is my payout?

PLUS in the Plutus app are reward points. When you claim a payout, it is sent on our closed beta network, which is a test network.

The short answerBeta PLUS are in app reward points paid out on a closed test network, they are not money and have no price, and you see a payout by adding Base and importing the beta PLUS token.

How beta PLUS works

  1. Beta PLUS are reward points you earn in the Plutus app. They are not money, a deposit or an investment, they have no price, and they cannot be swapped or traded.
  2. PLUS payouts are made on the Beta chain, a closed beta network on Base, to the wallet you connected. This PLUS is a beta test token and not PLUS on a live network.
  3. The beta PLUS token address is 0x8c400dfbd9a6617Dab64a03D1041aA7fea9e448F. It is a different token from plusmore PLUS (0x18b66b63625a07d3671eb0A119A5e4DF4708936E), which belongs to a separate project, and the two are not interchangeable.
  4. Each payout is between 10 and 100 PLUS. Premium members can claim one payout each calendar month, and on other plans each member has one free payout.

What to do

  1. To see a payout in your wallet, add the Base network and import the beta PLUS token with the address above. A payout does not show if you look for it on Ethereum.
  2. If the app shows a payout as sent but you cannot see it after importing the token, write to support@plutus.it with your wallet address, and we will send you the transaction reference.
5How do I claim the balance on my old Plutus card?

Your old Plutus card account was provided by a card issuer, not by Plutus, and any balance left on it is held and returned by that issuer.

The short answerOld card balances are held by the card issuer, Modulr or Contis, and you claim them directly from the issuer using the contacts above.

How this works

  1. Your first Plutus card was provided by Contis, and later card accounts by Modulr. Funds on a Plutus card account are held and returned by the card issuer, not by Plutus.
  2. Since the card programme ended, Modulr holds and returns all remaining Modulr card balances.
  3. Plutus cannot pay out, transfer or convert an old card balance into credits, and cannot submit a claim for you. The issuer pays your balance to a bank account in your own name.
  4. Where the law requires a balance to stay restricted, only the issuer can decide what happens to it.

What to do

  1. Modulr card accounts: write to Modulr at cardholdersupport@modulrfinance.com, or use their Plutus customer page at www.modulrfinance.com/plutus-customer-support. Give your full name and your Plutus account email, so Modulr can find your card account, and any Modulr ticket number or transaction ID you have.
  2. Contis cards with a EUR balance: read the Contis claim page, then email Paysera customer support at support@paysera.com with the details listed on the claim page, using Plutus Redemption Claim as your subject line. Contis pays your full balance to a Euro account in your own name.
  3. Contis cards with a GBP balance: use the Interpath claim page.
  4. Not sure which issuer you had? A Contis card mentions Contis Financial Services on the back. Your Modulr card payments are listed under Old card payments in your transactions file. See How do I download my data?
  5. Never share card or bank details with anyone in a forum or social message who offers to help you claim.
6Why is a gift card paused or not going through?

We know it is frustrating when a gift card you want will not go through, so here is what can stop a purchase and what happens to your credits.

The short answerA paused or greyed out gift card is most often a supplier or stock limit, your credits stay in your balance, and you can keep using them on miles and hotel bookings.

How this works

  1. When a gift card supplier takes its platform offline, for example after a security incident on its side, its brands are paused in the app until it is back. One of our suppliers has a public status page at trust.tillo.tech.
  2. Gift cards are bought with a balance we fund in advance with our suppliers. When that balance runs low for a brand, larger amounts are greyed out or the brand shows Restocking until it is topped up.
  3. Gift cards need a verified identity, and crypto and cash like vouchers are not available right now.
  4. Bonus credits pay up to 10 percent of each gift card order, and the rest is paid with purchased credits.
  5. In each of these cases the app stops the order before it starts, and your credits are not charged. If an order does not go through after you confirm it, the credits and any PLUS used go back to your balance.

What to do

  1. If a brand shows Restocking or an amount is greyed out, choose a smaller amount or check back later.
  2. If the app asks you to verify your identity, tap Verify now and follow the steps shown.
  3. A gift card pause does not affect miles or hotel bookings, and your credits work there as normal.
  4. If a completed gift card does not open in your Vault, write to support@plutus.it and we will send you the link to your card.
7Where is my new Plutus card?

Your card reservation is kept, and the card page in the app always shows where your order is.

The short answerYour pre order is in place, no email or step has been missed, and the app will show the next steps when verification and shipping open.

How this works

  1. Ordering the new Plutus card is free, and you can reserve it in the app under Card.
  2. The new Plutus card has not started shipping in any country yet, and we do not have a shipping date to give you.
  3. Pending KYC: identity verification for the card has not opened yet, so there is no step for you to complete and no documents to send. When identity verification opens, it will be announced in the app together with the steps. Pending KYC can also show when the delivery address is written differently from your verified address.
  4. Pending Visa approval: your identity and delivery address are verified, and there is nothing more for you to do.

What to do

  1. There is nothing for you to do now, and no documents to send. Your pre order stays in place.
  2. If your address has changed, or your card page shows Pending KYC although your identity is already verified, write to support@plutus.it and we will check your address.
8How do Plutus Miles and transfers to Etihad work?

Plutus Miles are Etihad Guest miles that you collect and buy in the app, then send to your own Etihad Guest account.

The short answerBuy or collect miles in the app and transfer them to your Etihad Guest account, and if a transfer shows an error, wait up to 24 hours and try again.

How this works

  1. You can buy miles in the app under Miles, paid with purchased credits in your own credit type. The price and any fee are shown before you confirm.
  2. Miles you collect show in your Miles balance. Claiming them needs Premium or a Miles add on.
  3. To use your miles, open Miles, tap Transfer and enter your Etihad Guest membership number. The miles are sent to your Etihad Guest account, where you can spend them on flights and upgrades.
  4. A transfer that reaches your Etihad Guest account is final and cannot be reversed, so please check your membership number before you confirm.

What to do if a transfer shows an error

  1. Please wait up to 24 hours and try again, as the miles supply is updated from Etihad.
  2. If a transfer does not go through, the miles and any fee go back to your balance.
  3. If it still shows an error after 24 hours, write to support@plutus.it with your Etihad Guest membership number and the time of the transfer.
9How do I stop marketing emails?

You can stop marketing emails from us at any time.

The short answerUse the unsubscribe link in any marketing email, or ask us, and you will receive no further marketing from us.

What to do

  1. Tap Unsubscribe at the bottom of any marketing email from us.
  2. If you prefer, write to support@plutus.it from the email address on your Plutus account and we will unsubscribe you.

How this works

  1. Service messages about your account, such as receipts, security emails and important notices about your money, are still sent while your account is open.
  2. When an account closes, it is unsubscribed from our emails automatically.
10I cannot log in: password, two factor authentication or confirmation email

Most login problems are fixed in a few minutes. Here is what to do for each one.

The short answerReset your password from the login screen, and if you lost your authenticator, write to us from your account email and we will reset it for you.

What to do

  1. Forgotten password: tap Forgot password on the login screen, or go to app.plutus.it/password/forgot, and follow the link we email you. Each link works once and expires after 12 hours, and one reset email is sent every 12 hours, so use the most recent one.
  2. Lost your authenticator app or changed phone: write to support@plutus.it from the email address on your Plutus account. We reset two factor authentication for the account holder, then you sign in with your email and password and set it up again in the app.
  3. New account with no confirmation email: your email must be confirmed before you can sign in. When you try to sign in, we send a fresh confirmation link, so check your inbox and spam folder.

How this works

  1. We will never ask for your password or a security code, by email or in chat.
  2. Failed attempts do not lock or change your account.
11Why is my account under review?

If your account is under review, it is suspended while a compliance and fraud review is completed.

The short answerA review cannot be lifted or sped up on request, there is nothing you need to send, and we will write to you with the outcome.

How the review works

  1. Reviews are carried out under sections 29.1, 29.3 and 29.8 of our General Terms and sections 4.1, 6.1, 16.1 and 16.3 of our Credits Terms. While an account is suspended it cannot be used, under section 29.3 of our General Terms.
  2. Under section 29.8 of our General Terms, we do not disclose the details of a review, and we do not give a completion date or a guaranteed outcome.
  3. A hold cannot be lifted on request. It stays in place until the review of your account is complete.
  4. Credit purchases are final and non refundable under section 4.1 of our Credits Terms, and credits cannot be paid out in cash.

What happens next

  1. There is nothing you need to do, and no documents to send. We will write to you when the review is complete.
12How do I download my data and transactions?

The data we hold about your use of Plutus is available to you in the app, where you can download it yourself.

The short answerYour transactions, including your old card payments, download as a CSV from Transactions, and your plan payments from Billing history.

What to do

  1. Sign in to the Plutus app. On Home, tap See all next to Transactions.
  2. Tap Download CSV. Tick every section: Credits bought, Gift cards, PLUS rewards and Old card payments, which lists your Modulr card payments up to January 2026. Choose All time and save the file.
  3. For your plan payments, go to Profile, Billing, Billing history and tap Download billing history.

How this works

  1. We do not send data by email, and we do not prepare certified statements or annual average balances.
  2. Official statements for your old card account come from the card issuer, Modulr or Contis. See How do I claim the balance on my old Plutus card?
  3. Download your files before you close your account, as access ends when the account closes.
13I paid in crypto or topped up credits and it is not showing

Crypto payments are applied once they arrive in full, and you can help us confirm one quickly.

The short answerPay the exact amount on the network shown, and if a confirmed payment has not shown, send us the transaction hash and we will put it right.

How this works

  1. Pay the exact amount shown in the app, to the address shown, on the network shown. A crypto payment cannot be reversed once it is confirmed, and a payment sent on a different network may not be detected.
  2. When the payment arrives in full, your credits or plan are applied. If the app still shows your old plan, close it fully and open it again so it reloads.
  3. A payment made in crypto is never refunded to a wallet. If a payment cannot be applied as it should be, we put it right in your Plutus account.

What to do

  1. If your payment is confirmed in your wallet but has not shown in the app, write to support@plutus.it with the transaction hash, the network and the amount. This lets us confirm it quickly.
14How do I remove a saved card?

You can remove a saved card yourself in Billing once nothing is due to be paid with it.

The short answerSwitch auto renewal off in Profile, Billing, and you can then remove your card there yourself.

How this works

  1. The app keeps your card on file while auto renewal is on, because your next renewal is paid with it.
  2. Once you switch auto renewal off, you can remove the card in Billing.
  3. When an account closes, its saved cards are removed.

What to do

  1. Open the Plutus app, go to Profile, then Billing, and switch Auto renewal off.
  2. Then remove the card in Billing.
15Why did my plan payment not go through?

If a plan payment does not go through, the plan does not start and nothing is taken. Here is what to check.

The short answerA payment that does not go through takes nothing and does not start the plan, so check the card with your bank or use another Visa or Mastercard, or pay with crypto where your plan offers it.

How this works

  1. We accept Visa and Mastercard. American Express and Diners Club cards cannot be added.
  2. The first time you pay for a plan with a card, your bank asks you to approve the payment, usually in your banking app or with a code. This check is called 3D Secure.
  3. If your bank declines the payment, or the check is not completed, the plan has not started and nothing was taken.
  4. If your bank is still confirming the payment, the app shows Payment processing. The plan starts as soon as your bank confirms, and Billing shows it within a few minutes.
  5. At times you may notice short downtime on card payments while our systems block an attack of unauthorised card charges. If a payment does not go through, wait a few minutes and try again, or pay with crypto.

What to do

  1. Use a Visa or Mastercard in your own name, and keep your banking app to hand to approve the check.
  2. If you see Payment declined, check the card with your bank, or add another card and try again.
  3. Where your plan offers it, you can also pay with crypto in Profile, Billing. Send exactly the amount shown, on the network shown.
16Where can I get real help with my account?

Only Plutus can see your account, so the fastest and most accurate answer always comes from us.

The short answerWrite to us or chat with PlutusAI for anything about your account, and treat account advice from anonymous forums with care.

How to reach us

  1. Chat with PlutusAI at www.plutus.it/help. You do not need to log in to ask a question.
  2. Email support@plutus.it from the email address on your Plutus account, so we can find your account straight away.
  3. Join the community on Discord at discord.gg/plutus to talk with other members who use Plutus every day.

How this works

  1. Anonymous forums and social threads cannot check your payments, orders or card status, and advice shared there is often out of date or does not apply to your account. Some are run by former users whose accounts we closed for breaking our terms, so please treat what you read there with care.
  2. We will never ask for your password, a security code or identity documents by email or chat, and we will never ask you to pay a fee or share card details to recover a balance.
17How do I close my Plutus account?

You can close your account yourself in the app at any time, and the rest happens automatically.

The short answerClose your account in the app under Profile, Billing, Close account: billing stops at once, the account closes 30 days later, and nothing further is needed from you.

What to do

  1. Open the Plutus app, go to Profile, Billing, scroll to the bottom, tap Close account and confirm. You can also do this on the web at app.plutus.it under Settings, Subscription.
  2. If you cannot log in, tap Forgot password on the login screen first. If you have lost your authenticator, see I cannot log in.
  3. If you want a copy of your data, download it before you close. See How do I download my data?

How this works

  1. Billing stops as soon as you confirm, auto renewal is switched off, and you are not charged again.
  2. Your account closes 30 days later. During those 30 days you can cancel the closure from Billing if you change your mind.
  3. Credits, bonus credits, PLUS and miles left at closure are forfeited under the Terms, so use them first.
  4. Closure is automated and, for your security, only the account holder can close an account, so there is no need to write to support to close it.
  5. Once your account has closed, you are unsubscribed from our emails, and we keep only the data we are required by law to keep.

Still need help?

Chat with PlutusAI at www.plutus.it/help with no login needed, email support@plutus.it from the email address on your account, or join the community on Discord.