Definition of Emergencies
- Fuel card is not authorizing and account manager considered all set parameters, and has attempted to troubleshoot the issue.
- Authorized fuel sites that have lost connectivity and system is not authorizing.
In these types of emergencies please email us to: afterhours@energiefuel.com and please include in the body of the email the following information:
- The last 7-digits of the plastic fuel card (or a photo of the plastic card if available)
- Location details of where the driver is having issues (Fuel station address ‘Street, City, Zip Code’)
- The 5-digit PIN number and registered name of driver.
One of our representatives will work on your case and will get back to you expediently.
Breakdown of Potential Issues and Solutions
Potential Issues |
Explanation |
Solution |
Transaction in Progress |
Fuel Site has delayed processing issues | reset driver and/or vehicle card, switch pumps, or ask cashier for assistance |
Bad PIN/DID (7 Not Found) |
Driver is not entering the correct PIN | provide the driver his or her correct PIN |
Do Not Honor (1 Not Found) |
Card, driver, or account is invalid | reactivate card or driver, or pay the remaining amount due |
Site Not Allowed (4 Not Found) |
Fuel site is in a blocked zip code or state, or is a ghost site | redirect to a valid wholesale site using the CFN site locator or CFN app |
Exceeds Transaction Limit (3 Not Found) |
Card/driver has reached the day’s transaction limit | reset driver’s PIN and/or vehicle card |
Exceeds Gallon Limit (6 Not Found) |
Card/driver has reached the day’s gallon limit | reset driver’s PIN and/or daily gallon limit |
Blocked Zip Codes |
Retail sites are blocked in the zip codes provided by management | redirect to a valid wholesale site using the CFN site locator or CFN app |
Oregon Weight Mile Permit Number |
In OREGON state, system prompts driver to capture in the OREGON PERMIT NUMBER | Have the driver enter the appropriate Oregon Weight-Mile Permit Number |
Exceptions (only available during office hours)
Potential Issues |
Explanation |
Solution |
Blocked States |
Management request to block states from cards being used at retail sites | ask us to unblock during regular office hours |
Not Permitted |
Swipe was attempted outside of your desired Time Profile as requested by management | ask us to make modifications during regular office hours |
Invalid Fuel Type |
Under authorization system may show an approval, however, dispenser will not fuel due to the fuel product not being authorized | ask us to add fuel type during regular office hours |