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My 7-Eleven Frequently Asked Questions

Want to know more about the My 7-Eleven app? Read our FAQs.

Troubleshooting
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If it’s been a while since you’ve logged in to your account, you may need to reset your password before accessing the My 7-Eleven app. You can do this by going to the Sign In screen and selecting “Oops forgot your password?” link.

If you’re still having trouble, please contact our support team at 24-7customerservice@7eleven.com.au and be sure to include your full name and email address that is registered to your account.

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If you’re receiving this message it could be due to the following circumstances:

·       You’ve redeemed all current offers; remember you can only redeem each offer once. We update our offers every couple of weeks so if you’ve redeemed a lot of offers recently, check back regularly for great new deals.

·       There may be an issue with your internet connection. Please check your connection is working correctly, force close the app and launch again to visit the Offers tab.

·       If you’ve tried the above steps and still getting an error message, there may be a system error preventing the offers from being displayed. If this is the case, please contact our Support team using the Contact Us form in the app.

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It doesn’t happen often but sometimes there might be a technical glitch. Try signing out of the app and back in again to see if this fixes the error. If not, there may be a system or account error so we’ll need your details to look into this. You can get in touch with us by going to Settings > Contact Us and selecting Other. Simply let us know about the error you’re receiving and our support team will resolve it for you as soon as possible.

Account
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If you’d like to update your personal details you can contact our support team at 24-7customerservice@7eleven.com.au. Be sure to include your full name, email address the account is registered to and the details you’d like to change.

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We’ve removed the digital gift card, you no longer need to have money on the app to lock in our best local fuel price.  Simply search for your best local price and lock it in to redeem within 7 days. You can fill up to 150L at that price at any 7-Eleven store using your chosen fuel grade.

If you believe you still have money on your digital gift card, don’t sweat it, its yours and you can enquire about getting a reimbursement by visiting https://wwws-au1.givex.com/cws4.0/m7eleven/ or following the link on the home page of 7eleven.com.au.

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We’d be sorry to see you go. Simply contact 7-Eleven Customer at 24-7customerservice@7eleven.com.au. Once you cancel your 7-Eleven Account, you will no longer be able to use it to log in the My 7-Eleven App and you will no longer have access to any information relating to that 7-Eleven Account. Please also note that deleting the My 7-Eleven App from your device does not delete your 7-Eleven Account.

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You sure can! Regardless of the device you use, your account history and any associated Fuel Price Locks will still be active.  However, you can only log onto your 7-Eleven Account on one Device at a time.

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Check out our privacy policy for all the info on how we collect and use your personal information at 7eleven.com.au/privacy-policy 

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Turning it off means you may miss some great offers and updates from us, but we understand that sometimes you just need a bit of peace and quiet. To turn off push notifications, go to the settings menu on your iOS or Android device.

Fuel Price Lock
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The My 7-Eleven app no longer uses individual barcodes for Fuel Price Locks (or offers). We’ve introduced My Card which you’ll find in the top right hand corner of your app.  This has one barcode that you can scan in store to redeem any active Fuel Price Locks (and available offers of course), just one tap.

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In order to help you find our best local fuel price, we need to know where you are located.  Also, some offers may be location specific, and you may not receive those offers if you have not enabled location services on your device.

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Every fuel price lock is unique to you and only valid for one fuel type each time you create a price lock. That’s why you have to select your fuel type before you lock it in. Once you have locked in your fuel price it’s only redeemable on your selected fuel type.

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It’s exactly what it sounds like. We do a quick search of the 5 closest 7-Eleven Fuel stores with your preferred Mobil fuel type within 250kms of your current location. The “best local price” displayed  in the App is not “live”, but instead is based on the fuel price recorded by 7-Eleven’s systems at a point in time when the fuel price at the relevant 7-Eleven Store was last checked.  The App will display the date and time of the last update (as reported by 7-Eleven’s systems) when displaying the ‘best local price’.  Our ‘best local price’ does not compare prices offered by other fuel retailers.

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You can scan your My Card at any 7-Eleven Fuel Store in Australia to redeem your Fuel Price Lock for up to 7 days. 

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Your Fuel Lock will be applicable to 150L of your selected fuel grade, in a single fill.

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You can do that. But your locked price will only apply to 150L of fuel. The pump price will apply to anything over that amount.

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Fuel Price Locks are good for one fill up. Any remaining litres expire. However, you can always lock in another fuel price.

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That’s ok. If your Fuel Price lock is cheaper than the pump price at the store you’ve managed to lock in a great price and this is what you’ll pay for up to 150L for your fuel. If the pump price is cheaper than your Fuel Price Lock then you’ll pay the lower pump price.

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A full 7 days but remember that it is single use only. You can check your expiry by accessing the Fuel Price Lock tab in the app. The time and date of expiry will be displayed on the screen if you have an active Fuel Price Lock.

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It’s all about the app. Visit any 7-Eleven fuel store and fill up your car with your preferred fuel type (remember to fill with the same fuel type you locked in). When paying for fuel at the counter open the app and select My Card and tell the attendant that you have a Fuel Price Lock. Simply scan your barcode to receive your locked price on your preferred fuel type.  This one scan of your My Card will also count as a loyalty visit and automatically apply any App deals on any products that are part of an App Deal.

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If the price at the bowser is lower than your locked in price, don’t sweat it. You’ll only pay the lowest price on the day you fill up.

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Make sure you fill what you lock. Your fuel price lock is only valid for the preferred Mobil fuel type you selected in the app. You must pay the pump price if you change fuel types when filling up.

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Sorry. They are single use only. Any remaining litres expire. However, you can always lock in another Fuel Price Lock.

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One at a time please. You are only entitled to have one active Fuel Price Lock, per account, at any one time. You must either wait 7 days for it to expire, or redeem it in store to initiate a new Fuel Price Lock.

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Good on you for saving on your Fuel Price Lock. Your savings amount is equal to the total you would have paid if you paid the pump price at that store on the day minus the total you paid by using your Fuel Price Lock.

Offers
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It’s easier than ever!  When at the counter purchasing your items simply ask the attendant to scan your My Card in the My 7-Eleven App and any offer you have will be redeemed.  Remember you can only redeem the offer once during the dates displayed, it disappears once you have redeemed.  Scanning your My Card just once will also activate a Fuel Price lock redemption if you are purchasing fuel also.  

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Offers can only be redeemed once. Sometimes it takes a few minutes for these to update in your app after you redeem. Try navigating away to another tab and the list should be updated.

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If you’re receiving this message it could be due to the following circumstances:

  • You’ve redeemed all current offers, remember you can only redeem each offer once. We update our offers every couple of weeks so if you’ve redeemed a lot of offers recently, check back regularly for great new deals.
  • There may be an issue with your internet connection. Please check your connection is working correctly, force close the app and launch again to visit the Offers tab.
  • If you’ve tried the above steps and still getting an error message there may be a system error preventing the offers from being displayed. If this is the case, please contact our Support team using the Contact Us form in the app.
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Sometimes our giveaways have a limited number that we can give away and once that number is reached the offer is removed.  This is outlined in the terms and conditions of the offer.  When you see these types of offers its always good to get in quick!

Rewards & Loyalty
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It’s easy. Simply scan your My Card each time you shop and you’ll earn a visit. Following your 6th visits, the app will present you with a choice of rewards to save at which time your loyalty visit counter will reset to 0.  The loyalty tracker doesn’t start tracking your visits again until you have saved a reward.  You may redeem a reward the next time you’re in store or any other time before its expiry date.

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We’re sorry to hear about that. If you haven’t received a visit, this could be for one of the following reasons:

1. It may not have processed in our system yet
Visits can take up to an hour to show in your app. Please check again an hour from when your transaction was completed to check if it has been added.

2. You may not have made a valid transaction
In order to be eligible for a visit, your transaction needs to meet the following criteria:
- Minimum spend of $1 (incl GST)
- Spend cannot be for ParcelMate parcels, tobacco or tobacco related products if bought alone

- One visit in any 20 mins period will count
- Maximum of three visits in 24 hrs

3. You may have a reward that you need to select.

Once you’ve received 6 visits, you’re presented with a choice of rewards to select one from.  You will not be able to accrue more visits until you have chosen your reward, this resets your visit counter.  Remember you don’t have to redeem the reward if you do not wish to.

 

If you have validated the above and still not received a visit for your transaction, please go to Settings > Contact Us to get in touch. Please also attach a copy of your transaction receipt to help us with your enquiry.

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Once you earn your reward to redeem on your 7th visit, you have 7 days to select and add it to your My Card.  After this time, the reward will automatically expire, and you’ll need to start earning visits again.

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That’s not ideal.  Please contact us through the app by going to Settings>Contact us. Please detail the issue and include a copy of your transaction receipt so we can review and allocate your visit if you were eligible.

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Yes, you can as long as you redeem each reward before the expiry date displayed in your app.

Digital Gift Card
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It's now even easier to Lock In our best Local Fuel price as you no longer need to have a balance on your card to create a Fuel Price Lock – you asked, we listened!

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Don’t worry your balance isn’t gone, if you think you may have had some money remaining you can get this reimbursed in the form of a physical 7-Eleven Gift Card. Simply visit  https://wwws-au1.givex.com/cws4.0/m7eleven/ and use the Username and Password sent to your email to request a balance refund. If you experience any problems, please contact our customer support by using the Contact Us form in the app. 

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It’s easy simply visit  https://wwws-au1.givex.com/cws4.0/m7eleven/, sign in with the Username and Password sent to your email and follow the prompts.  If you experience any problems, please contact our customer support using the Contact Us form in the app.

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An email has been sent to you to register and have a physical 7-Eleven Gift Card sent out to you.

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No, you can access your funds through a physical 7-Eleven Gift Card that you can register to be sent out to you.

Redeem 2020 Promotion
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Please ensure you have the latest operating system; version 12 or later release for iOS and version 9 (pie) or later release for Android

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First ensure you have registered if you have registered don’t worry it is on its way.  It can take up to one hour for your offer to appear on the ‘offers’ page in the My 7-Eleven App.

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We always work with our stores and suppliers to ensure there is enough stock in store but from time to time we do run out, particularly as some stock is delivered daily.  Remember you have until 7 Dec to redeem your offer so you can try another store or on another day.