Pay & Go Frequently Asked Questions

Want to know more about Pay & Go? Read our FAQs.

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Pay & Go is an exciting new feature of the My 7-Eleven app which allows mobile self-checkout purchases at participating 7-Eleven stores.  The Fuel Up feature of Pay & Go allows you to pay for fuel directly via the app at participating stores.

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No, Fuel Up is part of the My 7-Eleven app and can be found on the Pay & Go Tab.

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Fuel Up will only be available in selected stores and we will be adding more stores regularly. The store finder in the My 7-Eleven app will help you find participating stores in your area.

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The store finder in the My 7-Eleven app will help you find participating stores in your area.

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Yes, if you have an activated Fuel Lock, it will be automatically applied to your transaction. No need to go into the store to scan your My Card.

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Once you fill up and return the nozzle to the pump, you will receive a ‘Thank you’ notification on your phone via the app within 10-20 secs of confirmation of a successful transaction. The notification will include the $ amount, fuel grade and any discounts.

Please ensure you are safely back in your vehicle before checking your phone. When you see the ’Thank you’ notification, you can be confident that your payment has been received and you can leave without the need to go into the store.

You will also receive an email receipt of your transaction within 15mins of completion of the transaction.

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Once you fill up and return the nozzle to the pump, you will receive a ‘Thank you’ notification on your phone confirming a successful transaction. The $ amount, fuel grade and any discounts including the Fuel Lock discount will also be displayed on this screen.

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No, Fuel Lock is available to all My 7-Eleven app users. Using Fuel Up allows our Fuel customers to complete a transaction quickly and conveniently without the need to go the counter to pay. All loyalty points, Velocity Points and activated Fuel Locks will be automatically applied.

But if you choose not to use Fuel Up, you can still use the Fuel Lock feature In the My 7-Eleven app.

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Yes, all loyalty points, Velocity Points and activated Fuel Locks will automatically be applied when you use Fuel Up. No need to go to the counter to scan your My Card or Velocity card.

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No. You can use the Shop in-store feature of Pay&Go to purchase merchandise in our participating stores and Fuel Up to purchase fuel, but you will not be able to combine fuel and merchandise purchases in one transaction with Pay&Go.

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The store name of the store you are at will be displayed on the Pay&Go screen in the app. 

It is your sole responsibility to ensure that you are at the correct store. Please make sure that the store description is correct before you start using Fuel Up.  If the store details displayed in the app are incorrect, please do not use Fuel Up.  Please fill up and pay at the in-store counter and let the store team member know that incorrect store details are displayed. 

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Pump numbers are displayed at the front and the back of pumps and are also displayed at the side of the pump near the pump display.

If you cannot see the pump number from your vehicle, and you need to get out of your vehicle to read the pump number, please remember that you are not permitted to use your mobile phone on the forecourt. Please put away your phone and only continue the Fuel Up transaction once you are safely back in your vehicle.

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Store team members are not responsible for checking that you are at the correct pump. It is your sole responsibility to ensure that you enter the correct pump details during pre-authorisation of the Fuel Up transaction.

If a store team member notices (but they may not) that your vehicle is not stopped at the pump number requested, they may use the PA system to let you know that you have entered the wrong pump number. If this occurs, you will need to:

  • cancel the transaction and start a new transaction with the correct pump number; or
  • fill up “normally” and pay for your fuel at the in-store counter.
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Popular pre-set amounts have been chosen to make the process easier and more convenient for customers. However, if your preferred fill limit is not available, you can pre-authorise a higher amount (if funds for that amount are available on your selected payment method) and just fill your preferred $ amount. For example, if you wish to fill $30, you can select $50 as your fill limit and stop the refueling when the pump reaches $30. You will only be charged for the actual amount you fill.  Please note that the pre-authorisation hold will be for $50 in this instance and that your card issuer will determine when the balance of the pre-authorisation hold will be released.  

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You will only be charged for the amount you fill. The balance of the pre-authorisation will be released.  The time it takes for the balance of the pre-authorisation to be released depends on your card issuer or bank.

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If you select a fill limit of $75, the transaction will complete at $75 dollars. You must replace the nozzle once the fill limit is reached to complete that transaction. If you wish to purchase more fuel, you need to start another Fuel Up transaction or fill up and pay for the rest of the fuel at the in-store counter.

Any activated Fuel Lock will be automatically redeemed for the first transaction and cannot be redeemed again for the additional fuel purchase.

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Yes, there will be a hold equal to the fill limit you select. As soon as you complete your transaction, you will be charged for the amount you fill and any additional funds held during the pre-authorisation, will be released.  The time it takes to release the balance of the pre-authorisation will depend on your card issuer or bank.

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Once the transaction is complete, you will only be charged for the amount you fill, and any additional funds will be released. The time it takes to release the balance of the pre-authorisation will depend on your card issuer or bank.

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Unfortunately Fuel Up can only be used through the My 7-Eleven app and it does not support the Fuel Card.

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Mastercard and VISA as well as GooglePay and ApplePay can be used for Fuel Up.

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When you use Fuel Up your selfie, that you uploaded when you registered for Pay & Go, will be visible to the store team members on the in-store monitor. Store team members will be notified via the in-store monitor as soon as a transaction is successfully completed and will therefore know when you have paid. 

When you finish refuelling, you must check the app when you get back into your vehicle to ensure that you have received the ‘Thank you’ message and instructions that you may leave the store.  If the ‘Thank you’ message is not delivered to your app an error has occurred and you have not paid for the fuel and must do so at the in-store counter.  

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When you use Fuel Up your selfie, that you uploaded when you registered for Pay & Go, will be visible to the Store team members on the in-store monitor.  The pump number that you selected will also be displayed on the in-store monitor. Store team members will also be able to distinguish between Pay&Go Shop In-store and Fuel Up customers.

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Once you confirm the pump number and the fill limit, you will receive notification on your app confirming your transaction has been approved and you can proceed with the fill. Please remember that the use of mobile phones on the forecourt is not allowed. Once you receive confirmation, please put away your phone before you get out of your vehicle to fill. 

The pump will automatically time-out if you do not remove the nozzle from the pump within 1 minute of receiving confirmation.  If the pump times out, you will need to start a new Fuel Up transaction or otherwise refuel and pay at the in-store counter. Please note that if the pump times out, the time it will take for the initial pre-authorisation to be released depends on your card issuer or bank.

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Confirming the store details, the pump number and the fill limit before filling preauthorises the transaction, allowing for a fast and convenient way for our customers to complete a Fuel Up transaction and leave without the need to pay in store.

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Once you fill up and return the nozzle on the pump, you will receive a ‘Thank you’ notification via the app on your phone confirming your transaction was successful together with the $ amount, the fuel grade purchased and any discounts.

Please ensure you are safely back in your vehicle before checking your phone. When you see the ’Thank you’ notification, you can be confident that your payment has been received and you may leave without going into the store.

You will also receive an email receipt of your transaction within 15mins of completion of the transaction. 

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No! Fuel Up is a convenient, frictionless way to fill up. You drive up, confirm the store details, select the pump, select the fill limit, fill up and you may leave as soon as you receive the ‘Thank you’ notification on your phone. No need to visit the store or scan your My card.

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Once you fill up and return the nozzle to the pump, you will receive a ‘Thank you’ notification via the app on your phone within 10 to 20 seconds, confirming successful transaction, together with the $ amount, fuel grade purchased and any discounts.

Please ensure you are safely back in your vehicle before checking your phone. When you receive the Thank you’ notification, you can be confident that your payment has been received and you may leave the store without going into the store.

You will also receive an email receipt of your transaction within 15mins of completion of the transaction.

If your app does not display the ‘Thank you’ notification an error has occurred, and you must pay for the fuel at the in-store counter. 

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Yes, you will receive an email receipt of your transaction within 15 mins of successful completion of the transaction.

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You will receive a ‘Thank you’ notification in your app with all the details of the transaction within 10 to 20 seconds after filling, at which time you may leave the store. You will also receive an email receipt within 15 minutes of completing the transaction.

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You will receive a ‘Thank you’ notification with all the details of the transaction within 10 to 20 seconds after filling. Once you receive the ‘Thank you’ notification, you are OK to leave the store. If your app does not display the ‘Thank you’ notification an error has occurred, and you must pay for the fuel at the in-store counter. 

You will receive a receipt via email within 15mins of completing your transaction, however there is no need to wait for the email receipt before you leave the store.

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Yes, you can contact Customer Service via the app for a copy of your Fuel Up receipt. Store team members will NOT be able to provide a copy of your receipt in store.

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You can use the “Contact Us” form in the Help and Support tab of the My 7-Eleven app to contact Customer Service to evaluate and process your claim.

A new feature of Pay&Go is that your last 5 Fuel Up transactions will be displayed in the Contact Us form, so you can easily query a transaction. You no longer have to scan and send your receipt to Customer Service for a Fuel Lock query.

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Once the claim is processed, any amount due to you will be reimbursed to the payment method you used to pay for the fuel when using Fuel Up.  

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If you change your mind and decide not to use Fuel Up after the app has secured the pump and the pre-authorisation, you may cancel the transaction before you commence refuelling by either waiting 3 minutes for the authorisation to time out or by simply lifting the nozzle and replacing it on the pump without dispensing any fuel.  Please note if you do not cancel the transaction in this way the pre-authorisation will remain active, and any person may use the pump before the pump times-out. You will be liable for the cost of the fuel up to the pre-authorisation hold amount, which will be charged to your selected payment method.

If you change your mind and have not dispensed any fuel, the full amount of your pre-authorisation will be released.  The time it takes for the pre-authorisation hold to be released depends on your card issuer or bank.

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Once you receive confirmation that you can start filling, you will need to get out of your vehicle and lift the nozzle within 1 minute. If you exceed the 1 minute, your transaction will time-out and your pre-authorisation will be cancelled. 

If you still wish to fill your vehicle, you will need to start again and pre-authorise another Fuel Up transaction (which may result in a second pre-authorisation hold equal to the fill limit selected) or you can fill “normally” and pay for your fuel at the counter.

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Fuel Up will support all fuel grades, except LPG.

Fuel Up is only available at participating stores. There may also be some pumps that are excluded at a participating store. When you enter the pump number into the app, you will receive ‘pump is offline’ message, if you pull up at an incompatible pump. If this occurs, please move to another pump if you wish to continue using Fuel Up or refuel and pay at the in-store counter.   

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Certain pumps will be excluded from Fuel Up. When you enter the pump number into the app, you will receive ‘pump is offline’ message, if you pull up at an incompatible pump. If this occurs, please move to another pump if you wish to continue using Fuel Up or refuel and pay at the in-store counter.   

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Certain pumps will be excluded from Fuel Up. When you enter the pump number into the app, you will receive ‘pump is offline’ message, if you pull up at an incompatible pump. If this occurs, please move to another pump if you wish to continue using Fuel Up or refuel and pay at the in-store counter.   

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You can use the “Contact Us” form in the Help and Support tab of the My 7-Eleven app to contact Customer Service to evaluate and process your claim.

A new feature of Pay&Go is that your last 5 Fuel Up transactions will be displayed in the Contact Us form, so you can easily query a transaction. You no longer have to scan and send your receipt to Customer Service for a Fuel Lock query.

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Pre-authorisation captures and holds available the amount you select as the fill limit, so that once you have completed your refueling, the actual cost of your fill (up to the fill amount) is deducted from your account without you having to authorise it again.

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Fuel Up uses GPS coordinates to ensure that you are at the correct store. If there is a discrepancy between the name of the store and where you find yourself, please advise the store team member.  You will not be able to use Fuel Up in this instance and you will need to complete a “normal” fuel transaction by paying at the in-store counter.

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No. Motorcyclists are excluded from using Fuel Up due to safety regulations prohibiting use of the mobile device on the forecourt. This exclusion is set out in the T&Cs for Fuel Up.

Motorcyclists must pay for their fuel at the in-store counter.