Getting started with BPMe - FAQ

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Everett Camron Fields
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1 Getting started with BPMe - FAQ 1

2 Contents Eligibility 3 Setting up BPMe 4 Payment methods 7 Pay in Car 8 Other Purchases 11 General 12 Security 13 Support for Technical Issues 14 Support 16 2

3 Eligibility Q. How do I know if I m eligible to use BPMe? A. If you are an eligible BP Plus customer you will have recently received an with instructions on how to download the app onto your mobile device. If you would like more information on your eligibility for this version of BPMe please contact BP Customer Service on or at AUcustcare@bp.com. Q. Why are only some customers able to use BPMe? A. As it is cutting edge technology, BPMe is being deployed in stages, with the range of eligible customers growing over time. Some account types and account set-ups aren t supported by the current version of BPMe but we are working to make BPMe available to an increasing number of customers over time. Q. How do I know which BP sites I can use BPMe at? A. You can find a list of all participating BPMe sites here You can also see all participating BPMe site locations in the Find a BP section inside the BPMe app. This information is being updated as BPMe becomes available to additional BP sites. Q. I don t have a BP Plus Card, can I use BPMe? A. Only customers with BP Plus Cards are able to use BPMe at this time however we are continuing to develop BPMe and will release additional features as they are available. 3

4 Setting up BPMe Q. What is the SMS Authorisation Code? A. This is a one-off code sent to you by SMS to validate your mobile phone number when you first set up the BPMe App for use. Q. What if I don t receive my SMS Authorisation Code? A. Check you ve entered the correct mobile number and that you have phone service. Give it a few minutes and if you haven t received the SMS, it could be a fault at our end, contact us on or at AUcustcare@bp.com. Q. What do I need to create a valid password? A. 8 or more characters, with at least one letter and one number (symbols may also be used). Avoid any obvious words or things that people can easily find out about you such as your name and birthday. Q. What is the passcode? A. Your passcode is a four digit number that you choose, to make sure only you can use your BP Plus Card to pay for fuel from your car. Choose a passcode that s easy to remember (as it is used every time Pay in Car is used). This number doesn t have to be the same as the PIN you set for your BP Plus card. You need to set a passcode before we ask your company to okay your card for use on BPMe. Q. Does the passcode requested in BPMe need to be the same as my BP Plus card PIN? A. No. You can choose any four digit pin you would like. 4

5 Q. How will I know when my BP Plus Card is approved in BPMe? A. We ll send you a text message when your company approves your card for use with BPMe. If your request is declined by your company you will also receive a text message advising this, as well as a message appearing in the Pay in car section of your BPMe app. Q. Why hasn t my BP Plus Card been approved for use with BPMe instantly? A. The BP Plus card account owner or your company s Fleet Manager needs to give their approval for BPMe to be used. After all, they pay the bill. Approval may be delayed because the individual concerned is on holiday or hasn t checked their s. It s best to follow up with the person within your company as BPMe can t be used without this approval. You also have the ability to resend your request through the app. Q. Why can t I add my BP Plus Card to BPMe? A. Not every BP Plus Card is currently eligible for Pay in Car. We are working to make BPMe available for more customers to use over time. To find out if your business or the business you work for is eligible for BPMe call BP Customer Service on or at AUcustcare@bp.com. Q. How many BP Plus Cards can I register to my BPMe account? A. You can only register one BP Plus Card per BPMe account. Q. Can a BP Plus Card that is shared between different drivers be added to multiple BPMe accounts? A. No. A BP Plus Card can only be added to one BPMe account (one person). 5

6 Q. I ve just ordered a BP Plus card, how long until I can use it in BPMe? A. A new card cannot be loaded into BPMe until after it is printed. This will take 1 2 working days after the card is ordered. Q. I am waiting for my new BP Plus card because my previous had expired. Am I still able to use BPMe? A. Yes. If the expired card was re-issued with a new expiry date then BPMe will recognise this and allow you to continue purchasing using the app. 6

7 Payment methods Q. Can I still use my BP Plus plastic card if it is loaded into BPMe? A. Yes, you are able to use both methods of payment. It is advised that you keep your plastic BP Plus Card to pay for fuel when mobile phone coverage isn t available and at any BP sites that aren t currently on the BPMe network. We are working to make BPMe available at additional BP sites over time and will continue to keep our customers updated on this progress. Q. Can I use BPMe with my credit or debit card? A. Currently you ll need a BP Plus Card to use BPMe Pay in Car. 7

8 Pay in Car Q. How do you know when I am at a BP site? A. We have a Geo fence set up around each site so, with location services enabled in your phone (which is a requirement for using BPMe), your GPS will tell us when you arrive on a site and BPMe will display your fuel choices. Q. How can BPMe be used if phones are not permitted at the pump? A. BPMe should only be used while you are inside your stationary car or while you re in the BP store. Phones are still not permitted for use outside of your car whilst on the forecourt at a BP site. Q. What happens if I choose the wrong pump, fuel type or $ amount, can I change this? A. If you ve made a mistake and want to cancel the Pay in Car transaction on your phone, you just need to tap on the cancel button and confirm that you want to cancel on the pop-up that appears. You will only be charged for any fuel that you have actually pumped before cancelling. Q. Why will BPMe only allow me to select certain fuels? IMPORTANT Due to safety reasons LPG purchases will not permitted using BPMe. A. You will only be able to select fuel grades that are available at the BP site and that your BP Plus Card has been authorised for by your account owner. Q. Can I select my preferred fuel grade? IMPORTANT Due to safety reasons LPG purchases will not be permitted using BPMe. A. Your preferred or most commonly used fuel type can be set up in Pay in Car preferences in My preferred fuel type. At this stage, the preferences section only displays the four most commonly used fuel types, so it will be a limited menu. As per the previous question, the available selection to you will be dependent on the fuel grades authorised on your BP Plus card. 8

9 Q. How long will my chosen pump be authorised for? A. Your pump will be authorised for use for up to 90 seconds from the time the app says you can pump to the time you begin pumping fuel. If you don t start pumping fuel within 90 seconds of the initial authorisation, the transaction will be automatically cancelled and you will need to start again in BPMe if you want to Pay In Car. Q. I asked for more fuel than I actually got, what happened? A. This may happen if you ve chosen a preset amount but you had more fuel in your tank than you realised. You ll find the pump stops before reaching the amount you ve chosen, but don t worry. You re only ever charged for the actual amount you pumped, regardless of what you chose in the app. Q. My phone died, can I log into my BPMe account on another person s phone to pay for my fuel? A. Yes, you can log into BPMe from another smartphone. We advise that you make sure you log out at the completion of your transaction so that your BPMe account can t be inadvertently used by the other smartphone owner. Q. Will BPMe have the same product restrictions that I have on my BP Plus card? A. Yes, BP Plus customers will only be able to select fuel grades that their card has been authorised for. Q. Can I get a paper receipt if I pay in car with BPMe? A. No. You will receive a digital receipt in BPMe. You can also access your transaction history from within the app and have your receipts ed to you at any time. Q. Why isn t the pump working? A. BPMe only unlocks the pump and the fuel type that you chose. If the hose you ve picked up isn t working, you may have chosen the wrong pump number or fuel type in the app. Please get back in your car, cancel the process and start again. You will get a receipt for $0 for the cancelled transaction to confirm you haven t been charged. 9

10 Q. Why do I need to enter my Odometer reading? A. Some companies ask drivers to record their odometer readings each time they fill up, for accounting purposes. If your company is one of those you can type it into BPMe when you are prompted. Otherwise, you don t need to do anything and can simply skip this screen. If you enter your odometer reading on your first use of BPMe Pay in Car we ll ask you for this every time you use Pay in Car. If you skip entering in your odometer reading on your first use of BPMe Pay in Car, we won t ask you again. If you later decide you want to record your odometer or turn it off, you can do so from your Pay in Car preferences within the BPMe app. Q. What if I can t remember my passcode? A. Don t panic. You ll have 6 attempts to enter in the right passcode so, think about what code you would have chosen and you ll probably remember it. If you ever wrote it down or saved it in a passcode vault on your phone somewhere, try to find it. If you can t get it right after 6 tries, we won t be able to guarantee it s you and will need to remove your card from BPMe. This doesn t mean your card is cancelled - just that you ll have to reload it again or add another card and have it re-approved by your company. Q. Do I need access to the internet to Pay in Car? A. Yes. To use the BPMe App, you must have an internet-enabled eligible mobile device which is connected to the internet and uses a software version that supports the BPMe App. 10

11 Other Purchases Q. Can I pay for in-store items using the app? A. No The BPMe app currently only allows for the payment of fuel. If you wish to purchase any other products, you will need to pay for these in store with cash or a card. 11

12 General Q. Is there a cost for the BPMe app? A. No. BPMe is free to download from the Apple App Store or Google Play Store. Q. What phone can BPMe be used on? A. BPMe will work on iphones (ios) and Android phones, such as Samsung, HTC and Huawei. BPMe is not compatible with Windows phones and minimum software requirements for BPMe are ios 8.2 and higher and Android 4.4 and higher. Q. Will BPMe use mobile data? A. Yes, location services must be activated for you to pay in your car using BPMe. Costs depend on phone plans. You can use our WiFi if it is available at the store. Q. Are you tracking me? A Location services will only be used whilst you are using BPMe. This is used to find your site location when using Pay in Car or Find a BP service. Q. How do I quit the app completely? A. iphone users, tap the home button twice. You ll see small previews of this app and others you ve recently used. Swipe up on the preview of this app to quit it. Pressing the home key once won t quit the app, it just returns you to your home screen. A. Android users, Get to a view of your running apps. In some phones you may need to go to Settings, others will have a multitasking button. Once you can see previews of all the running apps, swipe the BPMe app preview left or right and off the screen. When the App, is reopened it will be back to the start screen. If it s still showing where you got stuck, you haven t quit it properly and should repeat the steps above. 12

13 Security Q. Is there an increased risk of fraud using BPMe? A. BPMe does not increase risk of fraud. In fact, there are two forms of security checks in the set-up process: 1. Any request to provision a BP Plus Card to a BPMe account requires approval from an account authority. 2. The BPMe app user is required to provide a passcode that is used each time a customer transacts using the app. Q. Will the BPMe account have the same product restrictions as the BP Plus Card it is being set up for? A. Yes - BP Plus customers will only be able to select fuel grades that their card has been authorised for. Q. I have lost my phone and it looks like someone else has used my BP Plus Card. Do I need to pay? A. You will need to pay for any transactions made up until the end of the day that you contact BP to cancel your BP Plus Card within BPMe. The support team will be able to cancel your BPMe digital card and leave your plastic card working if you still have it. You can contact the BP Customer Service team on or at AUcustcare@bp.com Q. What do I do if an employee using BPMe has left the company? A. As per standard procedure, you should cancel the BP Plus card by logging into your online BP Plus account or contacting BP Customer Service on or at AUcustcare@bp.com. Remember, there could be a delay of 3 hours and longer if cancelled overnight for the card to be declined when using to purchase fuel in store. 13

14 Technical Help Q. My phone died during the transaction. What happens now? A. If you have already authorised the transaction, you will be able to pump your fuel and you should get a receipt. You can check the pump transaction by going into the store and asking a customer service representative or on your phone when it s recharged. Q. The App froze during the transaction. What happens now? A. If you have already authorised the transaction, you will be able to pump your fuel and you should get a receipt. You can check the pump transaction by going into the store and asking a customer service representative and/or contact BP Customer Service on or at AUcustcare@bp.com. Remember to only use your phone within your stationary vehicle or inside the store. Q. How do I turn on location settings on my mobile phone? A. iphone users: Go to phone settings, tap on Privacy and find Location Services. It should say On next to it. Turn it on if it s off Next, scroll down the list of apps and locate BPMe. Tap on that to turn the access to your location on for the app by choosing the While Using option A. Android Users: Go to the Settings menu Under Personal, Select Location When Location at the top of the screen is On, select both of these check boxes for the quickest Pay in Car experience: - GPS satellites: Similar to a GPS device in your car, lets your device calculate your location based on satellite signals - Wi-Fi & mobile network location: Lets your device use Google s location service 14

15 Q. How can I change my BP Plus Card limits, purchasable grade etc. A. You will need to discuss this with your card account authority. If you pay for your own BP Plus Card purchases you can contact Customer Service on or at AUcustcare@bp.com to make these changes (it will require the card to be re-issued and therefore reloaded onto BPMe). Q. Where will my BPMe transactions appear on BP Plus Online reports? A. You will only be able to see BPMe transactions on your account via the Export Transaction File with Headers report. BP Me transactions will be found in the Transaction Type column and will be referenced as Mobile Payment. Fleet Control Reports and Invoices will list all BP Plus transactions as per standard practice, but you will not be able to identify which of these were BPMe transactions. At this stage, you will not be able to see if a BP Plus card is mobile enabled via BP Plus Online. However, this functionality is coming soon. 15

16 Support Q. Who can I contact for more information and support? A. For more information, please contact BP Customer Service on or AUcustcare@bp.com 16

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