Here are three possible reasons:
1. You have 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 Benefits, you cannot receive Cashback.
If you activate the Cashback priority option, you decide to give priority to Cashback during payments and no Benefits will be used.
3. You have purchased products or services that cannot be purchased with Benefits.
With the credit of Purchase Vouchers you cannot:
· pay pagoPA bills
· make donations to non-profit organisations
· make purchases in tobacconists, pharmacies and parapharmacies
* If you also have active Meal Vouchers, please check that you have not selected the Meal Vouchers option.
🇮🇹 Service only available in Italy