FREQUENTLY ASKED QUESTIONS Still not sure about Fuelmate? I have a query with my account, who should I speak to?
Please contact your dedicated account manager, or our customer service team on 0800 158 3582 during normal business hours within 8:00am until 5:00pm Monday to Friday.
How do I order a replacement fuel card?
To order a replacement fuel card, you can call our account management team during business hours. Outside of business hours, you can email enquiries@fuelmate.co.uk. Or access your account via our online portal.
What should I do if I have an out of hours request or need an emergency fuel card stop?
You can access your online account to view transactions, invoices or stop fuel cards. Alternatively for emergency fuel card stops, please email us at enquiries@fuelmate.co.uk. At weekends and bank holidays, please allow 24-48 hours for a fuel card to be placed on stop at all locations.
When, and where can I contact Fuelmate?
Our business operation hours are Monday to Friday 8:00am to 5:00pm. If you need to contact us, please contact us on 0800 158 3582 or email us at enquiries@fuelmate.co.uk.
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 fuel cards allow access to partner sites. For example, A BP Plus fuel 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 fuel cards.
How do I freeze a lost or stolen fuel card?
You can stop a fuel card online via your account portal, by contacting us on 0800 158 3582 or by email at enquiries@fuelmate.co.uk.
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