Support

A card won't add

1. Re-check the card number — enter it exactly as printed, with no spaces.
2. Confirm the PIN with your fuel network; three wrong attempts can lock a card on their side.
3. Make sure your phone has a live connection — adding a card requires one.
4. Check the issuing network is a supported partner on the add-card screen.

Balance looks wrong or stale

The balance screen shows the last successful sync. Pull down to refresh while online. A fill from minutes ago may not have posted to the network's ledger yet.

The issuer's figure is always the real one — the app mirrors it, it doesn't calculate it.

A transaction is missing

Expand the history view and refresh. If a fill from over 24 hours ago still isn't listed, it's a gap on the network's side — contact the card issuer with the date, station and litres.

Lost phone or stolen card

Call your fuel network immediately to freeze the card. Then remove it from the app on any replacement device. The publisher has no access to your card account and cannot block it.

Order not showing at the counter

1. Open the order in the app and check the station name matches where you are.
2. Show the order reference to the barista — they can pull it up by reference.
3. If the order still failed to send, it will show "not delivered" and you have not been charged.

Changing or cancelling

You can cancel from the order screen while the status is still Queued. Once it reads Brewing, call the station — the drink is already being made.

Wrong item, refunds, allergens

These are handled by the station operator who made the order, at the counter. Allergen details in the menu come from that operator; for a serious allergy, always confirm in person.

Pickup time slipped

Times are best-effort and depend on how busy the counter is. Choose "as soon as possible" for the fastest handover, and enable push notifications for the ready alert.

Points didn't appear

Loyalty data needs a connection to refresh, and networks often post points on a delay of up to 48 hours. Accrual follows the network's official rules, not rules set by the app.

Redemption didn't apply

Redemptions are requests sent to the loyalty programme. If declined, the points return to your balance. Check the offer's eligibility conditions on the bonus screen before retrying.

Offline behaviour

Previously synced balances stay readable offline. New café orders, loyalty refreshes and redemptions all need an active connection.

Notifications & privacy

Turn alerts on or off in app settings, then in your device permissions. For what's stored and what never leaves your phone, see the Privacy Policy.