A phone with 'help' on screen and a synergy pump

Frequently Asked Questions

The list of FAQs can be found on the Esso website

How the app works

Once you have downloaded the app, you need to register, confirm your payment method and add your Nectar card number (if you have one). The app is then ready to use. Just drive up to the pump and, from within your vehicle, open the Esso App. Then simply select your pump number, approve the payment, get out and start fueling. Once you replace the nozzle, the payment is taken automatically, so you don’t need to go inside to pay. Your receipt will be stored in the app and can be sent via email to you (an optional setting). This will show the amount you have been charged and any Nectar points you’ve earned.

You can use the "station” option at the bottom of the app home screen to find your closest mobile-enabled Esso branded service station or check the Esso website. You will need to give permission for the app to access your location, so it can search for Esso branded service stations near you and provide driving directions. The app is being rolled out to new Esso branded service stations all the time, so check there to see your nearest Esso branded service station.

Yes, but only for mobile payments. Please use the Esso App when you are inside your vehicle and parked at the pump and do not use your phone when you are dispensing fuel or walking on the forecourt, as this could be distracting.

Setting up the app is simple and should only take you a couple of minutes. Download the app from the app store, provide a few details and set up Apple Pay or PayPal if you haven’t already. It is then possible to use the app straight away, but we recommend completing the registration process before you travel to an Esso branded service station.

We recommend that you either leave your phone in the vehicle or put it in your pocket or bag. Please do not use your phone whilst you are dispensing fuel as this could be distracting.

The app needs a 3G, 4G or Wi-Fi signal. If you don’t have a good signal, then please pay with a card or cash in the shop.

When you return the nozzle after fuelling, the till system in the shop connects to the cloud server and confirms the amount of fuel dispensed and the value of the transaction. When you check your phone, you’ll see a transaction confirmation screen which has matching values to what you see on the pump so you know the right amount has been taken.

If you realise you’ve made a wrong selection before you start fuelling, just tap on cancel in the app and you can then start over. If you authorise someone else’s pump and they have started fuelling then please advise the service station staff immediately. Please carefully check your pump number is correct before using Touch ID or a passcode to authorise the payment.

When you first register with the app and each time before you fuel you can set an amount to be reserved in your account which should be the maximum value you want to spend. This will reserve funds from your account according to the value you select, which can be between £5 and £140. You don’t have to dispense the exact value of fuel you selected, but you cannot dispense more than the selected amount. The pump may slow down or stop as you approach the amount you selected (£1 or £2 before, depending on the pump type). You will only be charged for the amount of fuel you actually take.

Yes, you can use the app while parked at the pump. Please place your phone in your pocket and do not use it whilst you are fuelling.

Not yet, but we will be rolling out additional services for the app in the future.

You may have noticed a square type of barcode near the pump – this is called a QR code. If you have given the app permission to use location services during the registration process, then you shouldn’t need to scan this QR code. When you arrive at a participating Esso branded service station, the app will locate you and you can simply select your pump number. If your location cannot be identified because you haven’t provided location permission or there is interference, then the app will direct you to scan the QR code with your phone’s camera. You do not need to have a separate QR code reader app.

Payments & Billing

You can use any of the credit or debit cards stored in your Apple Pay or PayPal wallet, including Visa, Mastercard and American Express cards. If you are using PayPal, PayPal may use any available funds from your PayPal balance, bank account or linked cards for the payment, depending on the funding options you have set up in your PayPal wallet.

Yes, although currently you will need to store these cards in either your Apple Pay or PayPal wallets.

The price displayed on the pump at the time of your transaction for your chosen grade.

Not at this stage.

Don’t worry - they will see a symbol appear on their screen, so they’ll know which pumps are using the mobile app for payment. When you have seen the ‘Transaction Complete’ and a receipt on your phone screen showing the amount you have paid, you can drive away.

There may be several reasons why a transaction may be declined. Before approving payment, your banking provider carries out a number of checks to ensure the transaction can be completed. These include checking to see if there are sufficient funds in the account, that the payment card is valid and other anti-fraud measures. If you receive a decline message, you can try using another payment card in Apple Pay or PayPal or contact your bank for more information.

The amount of time it takes can vary by bank and by service station, but typically for a debit card payment the transaction takes 2-3 business days to go through. The payment takes the same time to show up whether you pay via the app or inside the shop with your card.

Apple Pay & many banking providers often initially display the amount of the transaction pre-authorisation before you have started your transaction. Before you fuel you can set an amount to be reserved in your account which is the maximum value you want to spend. We will only actually debit your account for the value of fuel you dispensed, Pre-authorisation amounts are never actually taken from your account, just reserved as pending by your banking provider. In some cases, it may take a few days for your banking provider to clear the reservation.

Yes. In Apple Pay you can store up to 8 payment cards in your Apple Pay wallet. Before approving a fuel payment in the app, you are able to select your payment card within the Apple Pay wallet.
You can also store up to 3 payment cards within your PayPal payment types in the app. You can add a nickname to each PayPal payment method to help you identify the different cards. You can select your preferred default payment method in the Account menu, or individually select your payment method before approving each fuel transaction.

Yes. In Apple Pay you can store up to 8 payment cards in your Apple Pay wallet. Before approving a fuel payment in the app, you can select your payment card within the Apple Pay wallet.
You can also store up to 3 payment cards linked to one PayPal account, or 3 separate PayPal accounts within the app. You can add a nickname to each PayPal payment method to help you identify a business or personal card. You can select your preferred default payment method in the Account menu, or individually select your payment method for each transaction before approving for fuel.

No, the Esso App is free to download and use. In fact, you can take advantage of app- only offers that can give you additional benefits, like bonus Nectar points.

Normally the maximum limit is £140 per transaction. If you have insufficient funds in your bank account for the maximum amount to be approved, then your transaction may be declined by your banking provider. You can also set your own default maximum amount in the settings menu or change it each time before you approve your payment.

Yes. Before you fuel you can set an amount to be reserved in your account (between £5 and £140) which is the maximum value you want to spend. The default amount is £100, and this applies if you don’t select a lower amount. You may see this amount as a ‘pending transaction’ in your online banking, and find that your available funds are temporarily reduced by this amount whilst the transaction is pending, so please take that into account if you are monitoring your spend to avoid bank charges. The pending transaction will be cancelled when the transaction value appears in your account properly, the speed of this is dependent on your banking provider. It normally occurs during overnight processing, although it may take a few days in some instances. If you have pressed the Pay button but the transaction is unsuccessful, the pre-authorisation process will still have taken place and available funds will be reserved in your account for a short period determined by your bank.

Yes! Unless you have set your own default amount the App reserves £100 as a default value to enable you to fill up to that value. If you expect that you will regularly fill up with a maximum of £50 of fuel (for example), then you can set £50 as your personal pre-authorised value in your account settings. This will limit the value of fuel you can dispense to £50, but it will also mean that only £50 is reserved in your account. The pump will automatically slow down and stop £1 or £2 before you have dispensed £50 worth of fuel to ensure we stay under the maximum you have selected, but you will only ever be charged for the amount of fuel dispensed. The amount of time taken to remove the swap the reserved funds with the actual purchase value is determined by your bank. The majority of time this will happen within 24 hours, but with some banks it may take a few days longer.

Safety and Security

Please use the app inside your vehicle parked at the pump and do not use your phone when you are dispensing fuel or walking on the forecourt, as we don’t want you to be distracted.

Yes, security is our main priority, so we ask you to create a username and password to access your Esso app account. We require your email address to be verified and we will always inform you via that email account of any changes to your account details. Apple, PayPal or Esso will not store any card details on your phone. When you make a fuel purchase with PayPal or Apple Pay, the secure chip in your device sends only your device account number along with a transaction-specific dynamic security code. Your full card details are never transferred when making a payment and every payment requires your Touch ID, Face ID, or passcode to authorise it.

As we do not keep your details on the phone, and your app is protected by Touch ID, Face ID, or a passcode, no one else should be able to use the app on your phone to pay for fuel. If your phone is lost or stolen, there are ways to wipe it remotely (contact your phone provider or mobile service provider). And you can always email us if you want your account stopped.

No. We realise that it may be time consuming to have to log-in and sometimes difficult to remember your passwords, so we have designed the app to keep you logged in as much as possible. No payment details would be visible if someone got hold of your phone, and each transaction requires your Touch ID, Face ID or passcode before a payment can be made, so it is safe to leave the app logged in. We will only log you out if the same account is used on a different phone, or if you have too many incorrect password attempts. If you do want to log out of the app, you can do this at the bottom of the ‘Account’ menu.

Loyalty Points

From 1st June 2019, Esso Nectar allows you to collect Nectar points instead on qualifying fills at participating Esso branded service stations. Onboard your Nectar card into the Esso App to earn Nectar points automatically when you pay using the Esso App.

After 31 May 2019, you will no longer be able to earn Tesco Clubcard points when using the Esso App. From 1 June 2019, you will be able to collect Nectar points on Esso App transactions if you onboard your Nectar card.

Yes, if you register your Nectar card on the Esso App, you’ll earn points on qualifying purchases at participating Esso branded service stations (refer to the Nectar terms and conditions and FAQs). There may be further opportunities to collect bonus Nectar points through the app.

Unfortunately, not yet. You will need to log into your Nectar account via the Nectar website or Nectar app.

Yes, your points earned will show on the emailed receipt, in ‘History’ within the app and on the transaction confirmation at the time you make the purchase.

This could be for one of the following reasons:

Please check that your Nectar number has been correctly added to the app. To do this, go to the main menu, then ‘account’. You can delete the Nectar card and add it again by scanning the barcode on the back.

If you make more than three transactions with your Nectar in the same day, you will not earn points on any transactions after the third one. This is in accordance with the Nectar terms and conditions.

In certain circumstances our systems may not be able to issue points at the time of the transaction, and they may be awarded after a slight delay. If you still do not have the points showing after 2 business days, please call Customer Care on 0207 136 1798 and we will be happy to look into that for you.

You may not have qualified for points either because the Esso branded service station where you made the purchase is not participating in the Nectar loyalty program, because a minimum purchase threshold was not reached, or bonus points have already previously been awarded to that Nectar number.

Benefits of Using The Esso App

The app offers a number of benefits:

  • It’s quicker when there’s a queue inside, and even when there isn’t!
  • Electronic receipts for expense claims, tax reporting and budgeting purchases
  • Giving you an easier way to pay when you have children in the car with you. Stay by their side and pay with ease.
  • Perfect for those with impaired mobility.
  • Sometimes forget your Nectar card? Once your Nectar card is loaded in the app you don’t need to produce it each time to build up your points.
  • When it’s raining – you can stay under the canopy.

Yes the app can offer a significant time saving for purchasing fuel, especially if there is a queue inside the shop.

Technical

No. The app is designed to use minimal data allowance and battery.

Yes, the Esso App can be downloaded from the Google Pay Store.

Communications & Data Privacy

We do not ask for any phone number during registration and so you will not receive any calls or text messages. You can opt-in to receive occasional offer-related emails, emailed receipts and app notifications, and can opt-out of these at any time in the app’s settings.

No, we do not sell data to third parties.

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