COMMON SUPPORT QUESTIONS | WEX Europe Services

FAQ
COMMON SUPPORT QUESTIONS

PASSWORD RESET

How can I reset my password for Esso Card™ Online?

Passwords expire every 90 days.

When your password expires please use the forgotten password option that can be located on your login page.

Your new password must have a minimum of 8 characters and include 3 of the following:

An uppercase letter, a lowercase letter, a special character and number.

If this does not arrive within 15 minutes, please ensure you check your spam folder. If this still does not arrive, please contact your helpdesk.

I am unable to login, even after I reset my password. What should I do?

If you save your passwords in your browser, it is possible that your browser still remembers the old password. To avoid this, please write the new password manually, instead of using the password that your browser gives you.

I was able to connect to Esso Card™ Online but I can’t see or access my invoices

If your account or access was blocked you will have to wait until the next day for your invoices to be available.

When I try to log on to Esso Card™ Online after a password reset I get a blank screen, what should I do?

If your screen goes blank after you enter your login details, please refresh the link and re-enter your ID and password details.

What should I do if Esso Card™ Online tells me that my password expired?

Passwords expire every 90 days. When expired, please use the forgotten password option that can be located on the login page. This must be characters minimum and include of the following –

An uppercase letter, a lowercase letter, a special character and number.

If this does not arrive within 15 minutes, please ensure you check your spam folder. If this still does not arrive, please contact your helpdesk.

What should I enter when asked for my ‘old’ password?

When you receive a temporary password by email, please follow the link.

Enter this temporary password in the ‘Old password’ field.

What is the password criteria for Esso Card™ Online?

Your password must have a minimum of 8 characters and must include:

An uppercase letter, a lowercase letter, a special character and number.   

My Esso Card™ Online account is locked

If when attempting to login you receive the message ‘Account is locked’, please contact the helpdesk. The helpdesk will help unlock your account and reset your password (if necessary).

Please note that you will have access to your online account within 24 hours (including invoices).

I have not received my password reset for my Esso Card™ Online account

If you have not received your password reset within 15 minutes, please ensure you check your spam folder. If this does not arrive after 15 minutes, please contact the helpdesk.

INVOICING

How do I review my billing cycle and payment period on Velocity?

You can view your billing cycle by logging in to WEXVelocity.com, clicking on ‘Fuel cards’, ‘invoices’ and ‘view all invoices’ and looking at the Invoice Frequency located at the top of this page. You can also see this information by clicking on Invoices, then View All Invoices and using the dates you were invoiced to determine what your billing cycle is. You can also view the date the amount was debited from your account by opening any invoice and looking at the bottom of the invoice you will see the date in bold next to ‘payment terms’.

How do I review my billing cycle and payment period on Esso Card Online?

You can view your billing cycle by logging into EssoCardOnline.com, clicking on eINVOICE and looking at the dates that invoices were sent – this will show how frequently you are billed. You can also view the date the amount was debited from your account by looking at the date next to ‘This invoice is due for payment on the.. ’ in bold towards the bottom of your invoice.

How do I download an E-Invoice on Velocity?

Log into WEXVelocity.com, click on Invoices, then you can either search for an invoice by entering information into the search bar, or by clicking on View All Invoices. Then, click on the magnifying glass icon in the blue box next to the invoice you want to download.

How do I download an E-Invoice on Esso Card Online?

Log in to EssoCardOnline.com, then click on eINVOICE, then click on the green logo on the same line as the relevant invoice to download it to your desktop.

ACCOUNT MANAGEMENT

Where can I find my Card Account Number(s)?

Your card account number is 6 digits long and can be located within your card number. It makes up the 10th-15th digits of the card. So, if your card account number is 123456, your card number would read: XXXXXX XXX 123456 XXXX.

How do I find my account number?

If you receive invoices from us, you can find your account number on the top-right hand side of invoice. If you receive weekly pricing emails from us, you can find your account number at the top of each email.

How do I know if my online account is on WEXVelocity.com or EssoCardOnline.com?

This information should be on one of the first emails you receive from us. If your online account is on our Velocity system, you will receive an email from Velocity Administration showing the link to activate your account when your application is first approved. If your online account is with Esso card Online, you will receive your logins from notify@essocardonline.com.

RECEIVING AND USING YOUR CARD

How do I block a card on Velocity?

Log into WEXVelocity.com, click on Fuel Cards, then Manage Cards, then Put Cards On Stop. Select multiple cards, enter a reason you would like to stop the cards, then click on the tick in the green box. Your card will be stopped.

How do I block a card on Esso Card Online?

Log in to EssoCardOnline.com, then select Card Account from main screen, then select Block/Cancel Cards then select card to be blocked, enter reason and click on Confirm.

How do I add a card on Velocity?

Log into WEXVelocity.com, click on Fuel Cards, then Manage Cards, then Order Cards. Once the card order form loads, select the number of cards you would like to order, enter the Vehicle Registration Number or driver name, enter the product options you would like to have available on the card(s) (e.g. Car Wash, Lubricants), and enter any additional information that you feel may be appropriate. Once you’ve entered all the necessary information, click on the white tick in the large green box to submit your request. You should receive a new card in 7-10 working days.

How do I add a card on Esso Card Online?

Log in to EssoCardOnline.com, click on Card Management, and select the card account you would like the card on and then click on Create Cards. Then, fill in all details on the online form, including the Vehicle type, Vehicle Registration Number or Driver and Fuel type. Once you have filled all the details in, click on Create at the bottom of the form. You should receive a new card in 7-10 working days.

I’ve blocked my pin after 3 incorrect attempts – how do I reset it?

After three incorrect attempts, your card will be blocked for 24 hours as a security feature. Even if you call in, we are not able to lift this block. Your card will automatically unblock after 24 hours.
If you still don’t remember your pin after this time, please submit a PIN Request online and a new pin will arrive via post within 7-10 working days. (Only Esso Card Online)

I’ve forgotten my pin – how do I reset it on Esso Card Online?

Log in to EssoCardOnline.com, click on Card Management, then click on Card PIN Request, then click on the card number you would like to request a new PIN for. Click on the Pin Request button at the bottom. Within 7-10 working days, you will receive a new pin.

I have received my fuel card but not my PIN number – when am I going to receive my PIN number?

For security purposes, your fuel card and the PIN number are sent in separate envelopes so that in case it is lost in the mail the card and PIN number are not together. It may take 7-10 working days to receive both your fuel card and your PIN number. If you have not received any of them after 10 days, please contact us.

I have received my PIN number but not my fuel card – when am I going to receive my fuel card?

For security purposes, your fuel card and the PIN number are sent in separate envelopes so that in case it is lost in the mail the card and PIN number are not together. It may take 7-10 working days to receive both your fuel card and your PIN number. If you have not received any of them after 10 days, please contact us.

REPORTING

Where can I submit a transaction query and view reports on Esso Card Online?

You can submit a Transaction Query on Esso Card Online by logging in to EssoCardOnline.com, clicking on Contact Us in the top right-hand corner of the page. Then, fill in the online form by adding your email address in the Reply To box, changing the subject in the drop-down list and typing your query into the comments box and click on Send. You can download a report of your transactions as a CSV file by clicking on ‘Fleet Management’ and amend the dates to your preference. You can also search by card number, product, country, supplier or amount spent/litres purchased.

Where can I submit a transaction query and view reports on Velocity?

If you manage your account using Velocity, you can submit a transaction query by going to www.transactionquery.com, clicking on the Transaction Query button and filling in the form with your information. Please be aware that there is a charge of £10 (14€) per receipt requested.
You can view reports on Velocity by logging in to your account on WEXVelocity.com and clicking on ‘Fuel Cards’, ‘Reports’ and then selecting a type of report you wish to run. A standard report is more generic such as transaction reports, active card lists, or specific card groups. Advanced reports mean you can select certain products to only show in the report.

FUEL STATION FINDER

Where can I find my local site, or find a site on my route?

Go to www.erouteonline.com and select whether you want to find a site near your location or along your route. Then enter the post code(s) or area(s), and click search. You can also download this information to share with drivers. An app is also available for Apple and Android mobile devices – search ‘E-Route’ in the App Store or Google Play Store.

ABOUT FUEL CARDS

Where can I use my fuel card?

Every fuel card has a set of network sites where it can be used. This could be either around a particular location in Belgium, nationwide or across several countries. To know where your card can be used, you need to speak to your supplier. Some fuel cards can be only used at filling stations under the same brand. Others can be accepted at multiple branded fuelling stations, so you have access to a wider network of locations.

Find your nearest filling station on e-Route.

Why use a fuel card?

Business owners can reap significant potential benefits with a fuel card: reduced fuel costs, increased fleet performance, more efficient route planning, and safer, happier drivers.
The right card gives you a better understanding of what you’re spending and where. You can also add optional extras like toll payments and shop goods to the card, or boost your available network of filling stations with multiple cards, so you can avoid costly route deviations.
They increase the safety and security of your drivers, too, by removing the need to keep track of cash, reimburse individual drivers, or hand over your business credit card to employees. And because invoices are tax-compliant, month-end accounting is much easier and your administrative burden is slashed, giving you more time and resources to focus on growing your business.

How do fuel cards work?

Fuel cards are printed with the company name and vehicle registration. A signature strip is on the reverse. Magnetic strips allow fuel card providers to capture the data on the card’s usage, while a PIN number provides a unique validation method.
Some fuelling stations may check the company, vehicle registration and card signature before allowing drivers to use the fuel card for increased security.
Fuelling activity can be viewed online or in easy-to-read reports. Information such as the vehicle and driver ID, as well as odometer readings, can also be monitored.

What is a fuel card?

A fuel card is a convenient way to pay for petrol, diesel, and other fuels at filling stations. Rather than paying with cash, credit card or cheque, the driver hands over the fuel card instead. The cost of the fuel is logged on the fuel card account. The account holder (usually a business) is then invoiced for all the fuel logged on that account on a regular basis.
Some fuel cards can also be used to pay for vehicle maintenance, expenses and other items, provided the account holder has given permission.
Fuel cards are not only a convenient way to pay for fuel, they also provide comprehensive reporting on fuel usage – where, who, how much, for example. You can receive real-time reports and set purchase controls, helping you to stay informed of all business-related expenses.

ABOUT TELEMATICS

Why use telematics?

By combining GPS vehicle tracking with easy-to-use reports, telematics helps you:
• Boost your fleet productivity
• Reduce your operating costs
• Increase driver and passenger safety
You’ll gain fresh insights to help you improve your bottom line – whatever your fleet size or business demands.

How do fleet telematics work?

An electronic GPRS or 3G device is installed in each vehicle that communicates with web-based software.
Telematics monitors the location, movement, status and behaviour of a vehicle or fleet of vehicles.
Once a telematics device is fitted to your vehicle (either by a professional installer or yourself), you can access real-time vehicle and fuel card data.
You can then keep track of all your vehicles and drivers. You can:
• See where your vehicles are
• Monitor how efficiently your drivers are driving
• Use this information to improve their performance
A telematics system also shows the status of each of your vehicles. You’ll know when a vehicle is started up and shut down, as well as its idling status, location and speed.
Telematics provides complete, up-to-the-minute knowledge of your fleet in a web-based interface.

What is telematics?

Telematics is a way of monitoring how a vehicle is used, through a combination of telecommunications and informatics (or data).
Vehicles fitted with a telematics device are tracked through a GPS system. The device also tracks information such as speed, fuel usage and engine efficiency. A fleet telematics system passes the information from each vehicle to the company’s head office, where it can be stored, monitored and analysed in real time.