Here are three possible reasons:
1. You've selected the option Balance only.
By activating it in Profile > Settings > Pay with you will always give priority to your Balance for all payments.
2. You have received Cashback.
If you pay with Meal Vouchers you cannot receive Cashback.
If you activate the Cashback Priority option, you decide to give priority to Cashback during payments and no Meal Vouchers will be used.
3. You have purchased products excluded from payment with Meal Vouchers.
Non-food products are excluded at the till from the amount payable with Meal Vouchers. In addition, each point of sale has its own regulations and independently defines how it accepts Meal Vouchers.
🇮🇹 Service only available in Italy