There are several reasons why your benefits may not be visible in the SmartumPay app. Don’t worry – in this article, we’ll walk you through the most common reasons and how to fix the issue.
Content:
Try these steps firstYour employer has switched from Smartum Saldo to Smartum Plus
Your benefits may have been temporarily deactivated
Your employment has ended
Your benefits have expired
Your employer has made changes to your benefits
Your employer has updated company benefit policies
Still need help?
Last updated: January 29th, 2025
Try these steps first
Before checking other possible reasons, try these three simple steps to refresh your benefits:
- Activate your benefits – If this is your first time using Smartum benefits, check your email for an activation link from your employer. This link is single-use only. If you didn’t receive the email or couldn’t complete the activation, please contact your employer.
- Reinstall the SmartumPay app – Delete the app from your phone, restart your device to close background processes, and then reinstall the SmartumPay app.
- Sign in using strong authentication – Always use online banking credentials or Mobile ID to log in. Do not use a username and password.
Other possible reasons why your benefits are not visible
Your employer has switched from Smartum Saldo to Smartum Plus
If your employer has transitioned from Smartum Saldo to Smartum Plus benefits, your previous Smartum Saldo credentials will no longer work in the SmartumPay app.
How to log in with Smartum Plus:
- Download the SmartumPay app if you don’t have it yet.
- Sign in using strong authentication (online banking credentials or Mobile ID).
- Did you previously log in with Smartum credentials? Log out of the app first, then sign back in using strong authentication.
Your benefits may have been temporarily deactivated
If you are on parental or study leave, your benefits may not be active during this period. Employers have different policies regarding this, so we recommend contacting your employer for more information.
Your employment has ended
If your employment has ended, your employer may have deactivated your benefits.
Your benefits have expired
Smartum benefits have an expiration date. Once expired, they will no longer be visible in the app. To make the most of your benefits, check the expiration date and use them before they expire. Expired benefits cannot be used.
Your employer has made changes to your benefits
If your employer has adjusted your benefits, you may see a different balance in your SmartumPay app.
- If your working hours have changed (e.g., from full-time to part-time), your benefit amount may have been adjusted accordingly.
- If you had already used the full amount you are entitled to after the change, your balance may now be 0 euros.
Your employer has updated company benefit policies
Employers have the right to modify their benefit policies, which can affect the benefits available to employees. If you suspect this might be the case, please check with your employer.
Still need help?
If your benefits are still not visible after checking these points, ask your employer first. If your employer is unsure about the issue, they can contact Smartum customer service for further assistance.