Frequently Asked Questions

Product features and functionality

Is there any age limit to signing up to the App?
Yes, customers need to be aged 18+ years old to sign up for the App and create a user account as the age limit to drive and to have a payment card are 18+ years in Netherlands.

Can I use my mobile phone at the gas station?
You are only allowed to use your mobile phone in the car. We therefore advise you to refuel using your mobile phone in your car and only to get out after you have paid.

On what mobile devices can I download the App to use for mobile payment at the pump and in store?
The App is available for both Apple iOS and Android devices and will work on all iOS versions 13 and newer versions, and on Android version 8 and newer versions.

What other features are currently available on the App?
Users can link payment methods to pay for fuel at the pump and in store using the App. The station locator service helps users to find and navigate to the nearest Texaco service station. The App also enables users to receive digital offers, discounts, and promotions.

What payment methods are available through the App?
You can pay with the App using a registered Visa, MasterCard, American Express, or Discover card to make fuel purchases at the pump and goods in the store.

What products can I purchase with the App?
You may use the App to purchase fuel at the pump using the App.

Creating a User Account

How do I create a User Account?
To create a User Account and use the App, you will need to download the App, sign up for an account with your email address, and verify your account by entering a One-Time Password (OTP) code that will be sent to your email. You must provide consent to send you the email notification. After verifying your account, you will need to create a 4-digit PIN to authorize payments for security purposes.

Do I need to create a User Account?
Yes. If you would like to use the App to pay for fuel at the pump and access transaction history, you will need to create a User Account.

I did not receive my one-time password to create an account.
If you did not receive your one-time password, go to the App, and resend the password to your registered email account. You can resend this password up to 3 times.

Do I need to enable location services in the App?
No. But enabling location services helps track your most accurate location and will show the nearest stations to you. If you do not enable location services, you may not see the closest stations to you; however, you will be able to manually enter in a location to find the nearest stations.

If I select store locator service, will you use my location for any other reason? Or just to locate my nearest store?
We will only use the store locator service to assist you in finding a Texaco service station where you will be able to use our services. Your location will not be used for any other reason.

Do I need to use both my phone number and email address to complete my User Account?
No. At present, you will only need to use your email address to complete your User Account registration. You will be notified should we require your mobile number in future.

Will I receive email news and updates?
Yes. You will receive news and updates to the email address in your User Account. You can opt out of receiving marketing emails at any time as provided below. Please note that opting out of the email marketing distribution list will not affect the ability to send you transactional email messages about your User Account. During the pilot period there will be no news or updates sent to your email address in your User Account.

How do I opt-out of receiving email news and updates?
You may opt out of receiving email news and updates at any time by doing one of the following: (i) emailing egfuel@eg.group and requesting to be removed from our email marketing distribution list, (ii) changing your account settings via the App, or (iii) following the opt-out mechanism in any email news and update you receive. If you opt out, we or our third-party contractors may send you an email confirming that you opted out. You will still receive transactional email messages about your User Account.

How is my personal information in the App used?
Please see the Privacy Statement (Privacy Policy) in the App to understand how your personal information is used.

Using the App

How do I know which stations process mobile payments?
You can filter stations by services through the store locator feature within the App. Using the filters, select mobile payment to see your local stations that process mobile payments.

How do I know if my local station supports mobile payments?
One Texaco station in our network is now processing mobile payments. We are limiting this to test the App functionality and the feedback from our customers before a full network rollout. Stations will be added to the App as mobile payment functionality is enabled at a site. Use the filters in the store locator feature within the App to see your local stations that process mobile payments.

How do I purchase fuel using the App?
After you have downloaded the App:

Create a User Account,
Log into the App and link a payment method (see link payment method below)
The nearest station should be detailed on the App home screen if you are using location service.
Alternatively, select the station from the map function on the home screen. Please note you must be within 70m of the pump for the App to work
Select Pay option.
Select Pay at Pump.
Enter the pump number you are filling from (Number option on screen)
Select authorize pump.
Lift the nozzle from the pump and begin fueling.
Replace the nozzle to the pump.
A transaction receipt will appear on your screen.
Your fuel transaction is now complete, and you may leave the station.

How do I know the pump is ready to go at the station after my payment has been authorized?
After your payment has been authorized, the “begin fueling” screen will appear on your phone indicating that the pump is ready to go. Select the fuel grade on the pump as you normally would and begin fueling.

How do I complete fueling?
When you have finished fueling return the nozzle to the pump. You will receive a receipt on the App and by email, if selected in your settings, shortly thereafter.

What if my receipt is incorrect?
Please email egfuel@eg.group if there is an error on your receipt. You can also email directly from the “Contact us” page in the App.

Why didn’t my receipt print?
You will receive a digital receipt within the App after every transaction. You can also elect to receive emailed receipts from the Settings menu under Transaction History in the App.

Payment Methods

How do I link a payment method to my User Account in the App?
Navigate to the Wallet, select Payment Methods, and click “+” to link a payment method.

How do I remove a payment method from my User Account in the App?
To remove a payment method from your account:

Select more in the bottom left-hand corner of the home screen.
Select “Payment methods”
Select the payment method you wish to remove.
Press the trash can icon in the top right-hand corner of the screen.
Select confirm.

Can I use more than one type of payment for a single transaction?
No. You cannot currently use more than one type of payment per transaction. You must perform separate transactions using separate forms of payment.

Deleting a User Account

How can I delete my User Account?
Select the more option at the bottom right-hand corner of the home screen

Select Privacy & terms
Select Delete Account
Select Delete my Account
The App will send a verification code to your mobile device
Enter the verification code to delete your App

What data will be deleted when I delete my User Account?
Your App User Account will be deleted from the App, including deleting any payment methods linked and all transaction receipts. Once you delete your User Account, you will no longer be able to access this information.

Will transaction receipts be deleted at the same time when I delete my User Account?
Yes. Receipts will be deleted immediately.

Can I delete my User Account and then create a new User Account with the same email?
Yes. You can create a new User account with same email immediately. New account offers in the program are only eligible for new User Account participants who have not previously created a User Account. We reserve the right limit or reject the use of the program or any offers, new account offers, or any redemption of points and suspend or terminate any related User Account upon the belief that any use of the program or transaction is unlawful, unauthorized, or fraudulent in nature.

Troubleshooting

Who do I contact if I get an error at the pump using the App?
Please send an email to egfuel@eg.group. You can also email directly from the “Contact us” page in the App.

Can I make multiple fuel purchase transactions in a single day using the App?
Yes. However, if you make excessive transactions in a single day using the App, they may be declined as suspected fraudulent transactions.

What if I receive less fuel than the pre-authorization amount?
You will only be charged for the fuel you take, irrespective of the pre-authorization amount.

What if I decide to take less fuel than the pre-authorization amount?
You will only be charged for the fuel you take, irrespective of the pre-authorization amount.

What happens if my App stops working after authorization but during fueling?
Should the App not function for the full process of fuelling, your payment method will not be charged, and you will need to pay in store. If the authorization is complete and the pump is activated, even if the App loses connectivity to the cloud, the user can complete the fuelling transaction.

What happens if I use the wrong pump?
For the App to function correctly you and your mobile device will need to be in close proximity to authorize the pump that you are standing next to. Take care in identifying the correct pump number to authorize because if you enter the incorrect pump number, that pump will be authorized and whomever is at that pump can fuel up their vehicle. You would need to walk over to the incorrect pump and press the cancel button or wait for the transaction to timeout before authorizing the correct pump.

What do I do if I forget my 4-digit PIN for authorizing payments in the App?
You can reset your PIN anytime from your User Account. However, this will delete all saved Payment Methods from your User Account,
To reset your PIN:

Select the more option at the right-hand corner at the bottom of the home screen.
Select Settings
Select Security
Select Change Passcode
Select Forgot your Passcode?
Log out of the App
Log back into the App
Enter your new PIN
Confirm your new PIN

What happens if I lose my phone?
If you lose your mobile device, please contact your phone service provider and follow their procedures. You should also contact your bank and follow their procedures if you believe your phone and payment methods have been compromised.

My App won’t load?
To function properly, any mobile application requires good cell signal or WIFI connection.   If your App is not working, please check to see if cellular service in your area is adequate.  If there are no problems shown with cellular service and you continue to have problems, first try deleting the App and then re-downloading it.

Not seeing your question or issue here?
Please contact us by tapping on “Help” and then “Contact us” from the menu in the App.