We answer your questions on fuel cards

Fuel cards are a fleet manager’s best friend. They make the process of your drivers filling up easy as they don’t need to worry about petty cash or reimbursements, and invoicing is a breeze at the end of the month. This all makes managing your fleet simpler, but on the rare occasion you may encounter a glitch with your fuel card or need other support in this area. In this article we answer some of the questions commonly asked by Fleetcare clients to keep your fleet running smoothly.

I have added a new vehicle to my fleet – how do I get new fuel cards issued?

Written confirmation is needed to add a new vehicle to your existing fleet management account. This can be provided by filling out a vehicle additions form and returning it, so we can then issue the fuel cards. Alternatively you can log in to our online fleetmanager system and add any new vehicles from there. If you do not have login details for fleetmanager, simply call or email us and we will have you set up in no time.

Pay for fuel from the comfort of your car with BPMe, Australia's first fuel payment app.

The PIN on my fuel cards doesn’t work, how do I reset this?

If your PIN isn’t working, contact us to confirm the vehicle registration and card number; Your BP card PIN can be set online to a nominated 4 digit PIN, and it will be reset within 12 hours. The Caltex and Shell card PIN's can be reset to blank online; when the driver uses the card for the first time, they can allocate any 4 digit PIN themselves.

My fuel card won’t work at the service station, what is wrong with it?

Your fuel card may not work at the station for a number of reasons, including having an incorrect card number or PIN, or having an incorrect fuel type (i.e. Premium Unleaded 95 fuel being purchased on a card that is set up for regular Unleaded only).

If your card won’t work at a service station, please call us on 1300 655 170 for immediate assistance. You will need to confirm the vehicle registration, fleet number and card number, so please have these details handy if you call. Let us know which station you are trying to purchase fuel at, and if a declined code is appearing at the terminal, we can troubleshoot to get your drivers back on the road quickly.

For more information on how to stop your fuel cards from declining visit our previous blog on the topic.

I need to update my card to include new fuel options, how do I do this?

To update fuel options written confirmation via email is needed with the registration or card details, along with what needs to be removed or added. The Caltex and Shell cards can be updated online and would be ready for use with the new details within 12 hours.

The BP card can't be updated online and would have to be reissued. You could expect to receive this in 5-7 working days. The current BP fuel card will remain active for 10 working days until you receive the new card.

Find out more

Find out more

My fuel card has been damaged or lost, how do I get a new card?

If your fuel cards have been lost or stolen, it is important that you contact Fleetcare immediately. Until it is reported, any ongoing transactions will continue to be your responsibility. Simply call us on 1300 655 170 and confirm the card number or registration and fuel card type. If the card has been lost we will close it and order a new card. You can expect to receive the Caltex card within 3-5 working days and the BP & Shell cards in 5-7 working days.

If your card is damaged but can still be used manually while you are waiting for your new cards to arrive, we will forward date the closure of your current card for 10 working days’ time, so you can use your damaged card until you have the replacement.

Quick links

  • Visit our Driver Care page for more information and current customer support.
  • Log into your account online through fleetmanager. From here you can order new fuel cards and update the information for existing fuel cards.
  • Find your nearest fuel service station using our online Fleetcare Finder.
  • Call us on 1300 655 170 or email clientservices@fleetcare.com.au for quick and helpful support.

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Categories: Fleet Management, Fuel
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