My balance hasn't loaded. What do I do?
There are two different ways to load balance onto the card. Either the employer loads the balance directly onto the employee's card, or the employer makes the balance load based on the top-up request made by the employee. The practices vary between companies.
If the employer makes a direct balance load:
The employer decides how much balance to load onto the employees and at what times, for example, at the beginning of the year or twice a year.
If you have multiple benefits, the employer usually loads the entire balance under one benefit. Therefore, you may see the total balance, for example, under the Wellbeing benefit, from which you can transfer the balance to other benefits using the MyChoice feature.
In case of any uncertainties, you can always check your company's internal guidelines or contact your employer, as practices vary between companies.
If the employee has the top-up request in use:
The employer can enable the top-up request feature for the employee. In this case, the employee requests a top-up according to their needs in the Edenred application. The top-up request is typically made for the unch benefit.
Here's how to find the top-up request button, if it is available to you:
1. Go to the homepage of your Edenred app account.
2. At the top, you will find all the benefits your employer has granted you. Choose the wanted benefit.
3. About halfway down the screen on the left, you will find 'Top-up request' button, press on it.
If you can't find the button, check the following:
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Does your company have the top-up request feature in use? You can always confirm this in your company's internal guidelines or directly with your employer. They can enable the top-up request feature, if it is available to you.
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Have you activated your card? See activation instructions.
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Your employer loads the entire balance onto a specific benefit, from which you can transfer the balance to another benefit using the MyChoice feature.
If the requested balance has not been loaded onto the card:
If you are using the top-up request, always remember to finalize your changes by clicking 'Submit'. This ensures that the modifications you made are saved. If you already have an existing request, there will be a notification box at the top of the top-up request page about it.
Please also note your company's deadlines for making top-up requests. If the lunch benefit's top-up request is not made on time, the top-up will automatically transfer to the next month. This also applies to situations where you make changes to the original request after the deadline. The text at the bottom of the top-up request page indicates the deadlines set by your employer, so please check them carefully.
If you are unsure whether you are on the balance load list, you can always confirm this with your employer.