Frequently Asked Questions

 

Following the release of our new My 7-Eleven app we have been experiencing a high volume of enquiries. In the event you need to contact us, please allow up to 5 days for a customer service representative to respond.

Troubleshooting
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We’re sorry for the inconvenience. To claim a missed discount, please use the Contact Us form in the app to send us details of your issue. Be sure to include a copy of your receipt, contact number and mailing address so we can send out a gift card with reimbursement in the event your claim is successful. 

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If it’s been a while since you’ve logged in to your Fuel App 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. We usually update our offers every couple of weeks so if you’ve redeemed a lot of offers recently, check back in the next week or two and you should see them update again.
  • ·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 are still there may be a system error preventing the offers from being displayed. If this is the case you can 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.

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The Contact Us feature only works if you have an email app set up on your phone such as Mail, Gmail, Outlook etc. If you have tried this and are still having difficulty using the Contact Us feature, simply email us at 24-7customerservice@7eleven.com.au with details of your enquiry as well as the number located on your My Card barcode.

Account
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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 Service at 24-7customerservice@7eleven.com.au

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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.

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

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 give you our best local fuel price, we need to know where you are.

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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 fuel type within 250kms of your current location. The “best local price” displayed is the cheapest price we can find at those 7-Eleven stores at that time.

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You can scan your barcode at any 7-Eleven Fuel Store in Australia to redeem your Fuel Price Lock for up to 7 days. We just show you the local store to ensure you know it’s a current pump price at 7-Eleven.

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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 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. 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. Then, simply scan your barcode to receive your locked price on your preferred fuel type.

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If the price at the bowser goes 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 fuel type you selected in the app. You would have to 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 either need to wait 7 days for it to expire, or redeem it in store to initiate a new 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 activated.  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.
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 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.