Got a question about fuel cards from FuelQ®?
Start saving in three easy steps
Great fuel savings
Unlike traditional payment methods fuel cards allow you to save money each time you fill up. With set weekly diesel prices replaces your credit card whilst offering you savings
24/7 Account management
Review your invoices, track your usage and manage other account queries whenever you want.
Unrivalled service
Our dedicated customer service team are here support and answer questions you may have. They are rewarded for providing exceptional service.
A bespoke solution
One card doesn’t fit all! FuelQ provides you with option for either a pre-paid or 7-day credit terms cards that suit your needs best. *eligibility applies
Dedicated account manager
Our team provide each business with a dedicated account manager plus, we are always on hand for any queries.
1000's locations
With over 4,300 locations with our network, we are sure you will find locations around your regular route so your journeys will not be altered plus you can find these pre-sign up.
Our most frequently asked questions
Getting Started
We offer two payment options on our Platinum Card:
Pre-paid (Most Popular)
- Pre-loaded with 2 weeks’ fuel spend via Direct Debit when your account opens
- Auto top-up keeps your card funded when balance drops below 25%
- No credit check required
- Available to both businesses and individuals
- Instant approval in most cases
- Earn 1% fuel back and redeem after 30 weeks
7-Day Credit Terms
- Pay for your fuel weekly via Direct Debit
- Only available to businesses trading for 1+ years
- Requires a credit check via Experian
- Approval takes 1-2 business days
Credit Term Cards are only available to established businesses that meet specific criteria:
- Business trading for at least 1 year
- Pass our credit assessment
- No CCJs or IVAs in the last 6 years
- Valid Direct Debit mandate required
Your application may not be accepted for one or several reasons. Our team will review each decision in accordance with our fraud rules and where available you may be offered the option for our Pre-paid card option. You’ll still access the same fuel savings and network coverage.
Yes! Individual drivers can access:
- Pre-paid fuel cards (no credit check)
- Same savings (up to 10% on diesel)
- 1% Fuel Back rewards
- 4,300+ station network
- Full app access
Note: Individual drivers cannot access 7-Day Credit Terms or BP/Shell petrol cards (business-only).
How Pre-Paid Works
Your initial balance is based on the weekly fuel spend you provide during application. We collect 2 weeks’ worth via Direct Debit when you open your account.
Example: £100 per week estimate = £200 initial card load.
When your balance drops to 25% or below, we automatically reload it back to your 2-week spend amount via Direct Debit.
Example: £200 two-week spend
- Auto top-up triggers at £50 or below
- Card reloaded to £200
- Direct Debit processed automatically
No, auto top-up is a core feature that ensures you never run out of funds while refuelling. If you prefer different payment timing, our 7-Day Credit Terms may suit you better (business only and subject to availability).
Pricing & Savings
Savings depend on where you refuel:
Diesel Pricing:
- Core FuelQ price: Our discounted base rate
- Supermarket sites: Pump price + 2p per litre
- Band A-E stations: Core price + up to 5p per litre surcharge (varies by location)
- Average savings: Typically, 6-10% saved against standard pump prices
Plus 1% Fuel Back: Earned on all pre-paid diesel purchase and redeemed after 30 weeks of card use
1% Fuel Back is our exclusive reward for pre-paid customers:
- Earn 1% back on all diesel purchases
- Calculated on your net spend (excluding VAT)
- First accrued Fuelback is available to redeem after 30 weeks of drawing, then after each invoice is paid thereafter
- Credited directly to your FuelQ card balance
Example: £10,000 net diesel spend over 30 weeks = £100 Fuel Back credited to your card.
Note: Closing your account before 30 weeks means you forfeit unpaid Fuel Back.
Use the FuelQ app to:
- View live prices at participating stations (where available)
- Compare prices along your route
- See UK average pump prices for reference
- Calculate estimated savings per station
Disclaimer: Pricing data is provided by third-party suppliers and updated regularly. Actual forecourt prices may vary—always check the pump display before refuelling.
Using Your Card
Diesel Cards: Accepted at 4,300+ fuel stations across the UK. Use the station finder in the app to locate participating stations, view prices, and plan your route.
Petrol Cards (Business Customers Only): BP or Shell cards available through our partner network:
- Fixed 3p per litre discount
- 1,200 locations each
- Requires separate application and credit check
Yes, your card works for fuel-related products at participating stations:
- Diesel purchases: Standard pricing applies
- Non-diesel products: Percentage-based transaction fee applies (prices will reflect on invoice)
- This is a closed-loop solution, cards only work at network locations
Your card cannot be used for non-fuel items or at non-network stations.
- Cards dispatched within 10-14 working days
You’ll receive email and SMS notifications when dispatched.
Yes! We’ll coordinate both:
- Diesel card directly from FuelQ
- Petrol card (BP or Shell) through our partner network
- Separate applications required for petrol cards
Account Management
Download the free FuelQ mobile app (iOS and Android) to:
- View your card PIN
- Check balance and transactions
- Find nearby stations with live prices
- Report lost/stolen cards
- Submit support requests
- Access exclusive promotions
You’ll receive login credentials via email when your card is dispatched.
Important: Only the account holder can access the account
For businesses needing multiple cards, we offer fleet management solutions with:
- Multiple cards under one account
- Individual driver cards with spending controls
- Consolidated billing and reporting
Contact [email protected] to discuss fleet options.
If you are using a switching service, there is no need to do anything as your direct debit will be updated automatically.
If you want to manually change your details, please contact us, and we can arrange for a secure GoCardless link to be sent to your registered email and you can change your bank details.
Contact our support team during office hours:
- 8:30am – 5:30pm Monday to Friday
- Email: [email protected]
- Phone: 0800 140 4641
- Processing time: 5 working days
Please note:
- Remaining balance refunded within 30 days
- 14-day notice period of account closure.
- Balances under £5 may be retained to cover administrative costs.
- Unpaid Fuel Back (before 30 weeks) is forfeited
- Credit term accounts must have zero balance
- If you wish to reopen your account, you must re-apply
Payments & Fees
We only accept Direct Debit via GoCardless.
Pre-paid: Initial 2-week spend collected at account opening, then auto top-ups when balance drops below 25%
Credit Terms: Weekly Direct Debit for previous week’s fuel usage (collected every Monday)
- We do not charge for account setup or closure
- Card issuance
- Account management and customer support
Card Replacement Fees:
We recognise that things happen, so we will not charge you for your first card replacement. Subsequent replacements will incur a fee of £5. This does not apply to expired cards
Other Fuel purchase fees:
- Non-diesel transaction fee: Variable % (prices shown on invoice)
Pre-paid Cards:
- Card suspended until payment cleared
- £10 failed payment fee
- Must clear balance to reactivate
Credit Term Cards:
- £10 failed payment fee
- Card suspended if not resolved within 48 hours
- £15 late fee after 7 days
- May be referred to collections
Contact us immediately if you’re experiencing payment difficulties.
GoCardless link to be sent to your registered email and you can change your bank details.
Contact our support team during office hours:
- 8:30am – 5:30pm Monday to Friday
- Email: [email protected]
- Phone: 0800 140 4641
- Processing time: 5 working days
Please note:
- Remaining balance refunded within 30 days
- 14-day notice period of account closure.
- Balances under £5 may be retained to cover administrative costs.
- Unpaid Fuel Back (before 30 weeks) is forfeited
- Credit term accounts must have zero balance
- If you wish to reopen your account, you must re-apply
Security & Fraud
Report immediately:
FuelQ App (Fastest):
- Open app > Account > Report Lost/Stolen
- Card blocked immediately
- Contact us to request a replacement card
During Office Hours:
- Phone: 0800 140 4641
- WhatsApp: https://wa.me/448001404641
- Email: [email protected]
Replacement cards issued within 3 working days.
Security Features:
- PIN-protected transactions or swipe and sign
- 24-hour transaction notifications
- Unusual activity monitoring
Fraud Liability:
- Not liable for fraudulent transactions if reported promptly
- Must report unauthorised transactions within 24 hours
- Delay in reporting may affect coverage
Not Covered:
- Shared PIN transactions
- Negligence in securing card/PIN
- Authorised use by someone you permitted
- All bank details are encrypted
- Personal information stored securely
- GDPR compliant data handling
- Regular security audits
View our Privacy Policy at www.fuelq.co.uk/privacy
Pre-paid: No credit check
Credit Terms: Yes, via Experian
- Hard credit search (may temporarily affect credit score)
- Checks CCJs, IVAs, defaults, creditworthiness
- Business credit history assessed for companies
- Decision within 24-48 hours
Rewards & Promotions
Yes! Refer friends or businesses:
Referral Rewards:
- Individual/Friend: £5 bonus
- Business: £20 bonus
Rewards credited to your account once your referee activates their card and completes 4 fuel transactions.
Find your unique referral code in the app under Profile > Referrals.
FuelQ partners with leading brands to provide exclusive member benefits and discounts. Current partners include automotive service providers and retail brands.
View all active promotions in your app under the Promotions tab. We’ll notify you of new offers via push notifications.
Contact & Support
Office Hours: Monday-Friday, 8:30am-5:30pm (Closed weekends and bank holidays)
Contact Methods:
- Phone: 0800 140 4641
- WhatsApp: https://wa.me/448001404641
- Email: [email protected]
- FuelQ App: Submit support requests 24/7
For urgent issues outside office hours: Log your query via the app with full details—we’ll prioritise it when offices reopen.
Download the FuelQ App:
- iOS: App Store
- Android: Google Play Store
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