Frequently Asked Questions
Find answers to our most frequently asked questions. Use the search function to filter your results.
How do fuel cards work?
For an in-depth explanation on how fuel cards work, please check out our guide dedicated to the topic.
Fuel cards work as an alternative payment method for fuel. Each card can be allocated to a driver or a vehicle within a business (including sole traders) and is used at an appropriate fuel station based on the fuel network the card is compatible with. All the driver needs to do is pay for the fuel in the same way you would with a credit or debit card at the cashier. No receipts need to be kept by the driver. In addition to capturing the litres purchased, the card will also prompt for vehicle odometer and registration data, which will be included in your transactional data. The company will then be invoiced for all transactions on the card, in one efficient bill.
How does the oil market impact fuel prices?
Fuel prices are dictated by the global oil market, meaning your fuel price will fluctuate on a weekly basis in line with market moments.
What is the national average fuel price?
The national average is a benchmark for the retail price and is issued by the UK government. This is calculated by taking pump prices from six participating companies, consisting of four oil companies, and two supermarkets, accounting for 65% of the retail fuel landscape.
The national average prices can be tracked at: https://www.gov.uk/government/statistical-data-sets/oil-and-petroleum-products-weekly-statistics.
What can you buy with a fuel card?
Most branded fuel cards can only be used to purchase fuel, except for a few cards which can be used to pay for toll roads. AdBlue and gas oil can be purchased on the majority of fuel cards too.
Our expenses card: Expensemate+ is optimised for fuel purchasing, as well as having the functionality to purchase wider business expenses. To find out more, and apply for an Expensemate card you can visit our website.
How do I apply for a fuel card account?
To apply for an account, you can give us a call on: 0800 158 3582. One of our sales executives can provide you with any further information, and go through an application on the phone, or send the forms via email. You can also apply via our website with our online application form.
How long does it take to receive my cards?
You should allow 5-7 working days to receive your fuel cards.
Who can apply for a fuel card account?
Any business in the form of a limited company, Partnership, Sole-trader, Plc’s or government and charity bodies can apply for a fuel card account. We can’t provide fuel cards to individuals for personal use. To find out more about who is eligible to apply for a fuel card, please check out our informative blog post dedicated to the topic.
What is the credit checking process?
All our account applications are subject to a credit check by our credit team. Smaller applications for credit are generally completed within 48 hours. However, larger accounts may take a little longer and require additional supporting documentation. You can find out more about the fuel card credit checking process on our expert guide.
What amount do I need to spend to qualify for a fuel card account?
We advise that a monthly spend of at least £1,000 is the minimum to really see the benefits and appreciate the cost savings of a fuel card. For smaller spends on fuel, we would recommend our retail priced Supermarket fuel card or our Expensemate+ charge card, which is optimised for fuel purchasing. To find out more and apply for an Expensemate card, please visit the Expensemate website.
How many cards can I have?
Subject to your account credit limit, we can issue as many cards as required to meet your operational requirements.
Can you categorise cards by cost centre?
Yes, cards can be categorised into cost centres to suit your internal reporting procedures, and these will appear on your weekly invoice and transaction reports.
When will I receive my invoice?
You will receive your invoice by email each Tuesday, or if you require just one invoice per month, you will receive it on the last Tuesday of the month.
How do I pay for my fuel?
All invoices are collected by Direct Debit in line with your agreed payment terms.
Can I access my account online?
Yes, you access your account online, by logging into our online customer portal. From here, you can view invoices and transactions, export data and cancel and reorder cards.
Using Your Fuel Card
What level of support do I get with Fuelmate?
You will be appointed a personal account manager who will be your regular point of contact to support you with anything you need.
What information will I receive?
As standard, your itemised report will include the transaction date, time, location, vehicle, odometer reading (if given), the quality of fuel purchased along with the unit price and transactional total.
Do I need to keep receipts?
We issue a VAT invoice, so there is no requirement for you to keep receipts unless it forms part of your internal processes.
How do I know what I am paying?
We send weekly price notifications by email every Friday afternoon as standard; this price will be effective for the following week.
Are cards enabled for mobile payments?
Yes, our BP cards can be added to your BPme wallet. For more information on how to set this up for commercial use, please contact us on 0800 158 3582.
How do I know which fuel stations I can use?
To find out where you can use your fuel cards simply use our garage locator, or our Fuelmate Garage Locator App on IOS and Android.
What products can I purchase on my card?
All fuel products are available, including AdBlue and gas oil. These can be included or restricted at the card level. Some of our cards allow you to pay for tolls. Our Expensemate card can be used to purchase all fleet and travel-related products for more information on our expenses card, visit our website.
Trust and Security
Is my data safe with Fuelmate?
We transfer data between systems using a secure SSL connection (SHA-256 with RSA Encryption) to protect your personal information. When your data is stored in our databases, it is encrypted, monitored with state-of-the-art electronic surveillance, and protected with multi-factor access control systems.
What are the fees associated with my account?
With your fuel card account, you will simply pay for the fuel you have purchased.
We apply a small administration fee of 0.05% of the value of the invoice charge cards at £9.50 per card per annum.
There are no additional or hidden fees.
Do my cards have PIN numbers?
Yes, all cards are PIN protected except for our Supermarket card where a signature is required.
How do I stop a lost or stolen card?
You can stop a card online via your account portal, by contacting us on 0800 158 3582 or by email at firstname.lastname@example.org.
Can I apply limits to my cards?
Yes, spending limits and product restrictions can be applied to cards.
Where is the pricing information on my invoice?
The pricing information is shown under “Unit Price” on your transactional data.
Why do some sites have different prices?
The prices you will receive on a Friday will apply to many of the sites on your chosen network. However, some cards allow access to partner sites. For example, A BP Plus card can also be used at ESSO, for a small surcharge.
Other networks have what are called “Banded Sites” these sites are typically in remote areas such as the highlands of Scotland. These sites may be surcharged, due to their remoteness and subsequent lower volumes of fuel sold, and the longer distances needed to travel to deliver fuel to these sites.
Your sales executive will provide all surcharges and banded site information. Your account manager will monitor these, to ensure you’re getting the best price out of your chosen cards.
What hours can I call Fuelmate?
Our business hours are Monday to Friday 08:00 to 17:00.
Can I expect to speak to the same person every time I call?
Yes, our team of account managers are personal to you. In the event of your account manager’s absence, all our account management team have the tools and knowledge to assist you.
What should I do if I have an out of hours request or emergency card stop?
You can access your online account to view transactions, invoices or stop cards.
Alternatively for emergency cards stops email email@example.com.
At weekends and bank holidays, please allow 24-48 hours for a card to be placed on stop at all locations.
How do I order a replacement?
To order a replacement card, you can call our account management team during business hours. Outside of business hours, you can email firstname.lastname@example.org. Or access your account via our online portal.
I have a query with my account. Who can I speak to?
Please contact your dedicated account manager or our service team on 0800 158 3582 during normal business hours.