Fuelcharge

Do I need to provide my email address?

Currently, it is not a requirement to provide your email address. However, it is recommended that you provide your email address so that you may receive receipts via email and so that you may receive special offers and updates about changes to the services provided by Fuelcharge.

Do I need to provide my mobile phone number?

Yes, your phone number is required to create an account with Fuelcharge.

If you provide a mobile phone number that does not correspond to the device you’re using, please ensure you have immediate access to this mobile phone. This is because you will receive a unique log-in code which is required to complete the sign-up and sign-in process.

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Is there someone I can call for support?

Our team may be called on 1800 414 012 for support.

I don’t have 3G or 4G reception at the bowser. Can I still buy fuel?

To purchase fuel using Fuelcharge you will need to have 3G or 4G reception. This is because you will need to send and receive text messages and access the internet.

I have an old phone or tablet… does Fuelcharge work on older technology?

For iPhone and iPad, Fuelcharge requires iOS 11.0 or later. For Apple Watch, watch OS4.3 or later is required. The oldest iPhone compatible with iOS 11.0 is the iPhone 5s. The oldest iPad compatible with iOS 11.0 is the iPad mini 2.

Click to learn to identify your iPhone model and your iPad model.

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For Android users, Fuelcharge requires Android 5.1 or later. Android 5.01 and Android 5.02 are not supported.
Click to learn to identify and update your Android version.

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I forgot my log-in details for the Apple App Store or Google Play Store. Can I still download Fuelcharge?

No. In order to download a mobile application from the Apple App Store or Google Play Store, you will need to be logged in. It is suggested you review the following password re-set resources provided by:

Apple

Google

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How do I download Fuelcharge onto my phone or tablet?

Fuelcharge may be downloaded for free from the Apple App Store or Google Play Store. Search Fuelcharge.

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Fuelcharge isn’t recognising my location so I can’t authorise the bowser. How do I fix this?

The most recent version of Fuelcharge requires you to enable ‘Location Services’ for the app. This may be done in your device settings. Finding the right setting option to enable Location Services for Fuelcharge will depend on your device and your device’s operating system.

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Will the bowser time out if I don’t reach it quickly?

Once you’ve authorised the bowser, you will have up to one minute to begin dispensing fuel into your vehicle, watercraft or aircraft. For pilots, we recommend you complete earthing procedures before starting your fuel transaction. Similarly, if you’re refuelling your watercraft, please complete all docking procedures before starting your fuel transaction.

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What credit cards are accepted by Fuelcharge?

Fuelcharge accepts American Express, Visa, and Mastercard. Fuelcharge also accepts Visa Debit Card and Debit Mastercard.

Can I add multiple credit cards?

You may add additional credit cards to your profile. After adding an additional credit card, when you pre-authorise your fuel transaction will you subsequently be asked to choose a credit card to be charged.

How do I add my credit card?

When you sign-up to Fuelcharge you will be prompted to add your credit card. If you skipped this step when signing up, select the ‘Profile’ button at the bottom of your screen while using the app and you’re signed in. The menu that appears provides an option to add your credit card.

How do I get my receipts?

Receipts may be found by selecting the ‘Activity’ button at the bottom of your screen while you’re using the app and you’re signed in. For ease of reference, there is a dollar symbol inside a circle to denote this button.

When will the bank hold on my pre-authorisation amount be released?

When a fuel transaction is finalised, Fuelcharge immediately instructs your bank to the release its hold on any unused funds and make these available to you. The time-period for the bank hold to be released depends on your bank. For some banks, this may be one day. However, there have been instances where the bank has taken up to seven (7) days to honour Fuelcharge’s instruction and release its hold.

The minimum pre-authorisation amount is too high for me. How can this be changed?

If the minimum pre-authorisation amount is too high, please let us know by calling 1300 457 467. When you call to provide this feedback, please let us know the location at which you’re trying to refuel and your desired pre-authorisation amount.

The maximum pre-authorisation amount is too low. How can this be changed?

If the maximum pre-authorisation amount is too low for you, please let us know by calling 1300 457 467. When you call to provide this feedback, please let us know the location at which you’re trying to refuel and your desired pre-authorisation amount.

Why have I been charged more than once?

In many cases, you may be charged more than once where you have had to pre-authorise additional transactions. This may be because the bowser timed-out before you dispensed your fuel. When a timed-out fuel transaction occurs, Fuelcharge immediately instructs your bank to release its hold on the pre-authorised funds. Upon the bank releasing its hold, these funds will be available to you and the hold will not appear on your bank statement.

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