FAQs

No, when your replacement cards are sent we will begin the process to close your Esso Card™ account. You can still use your old card for a further 14 days while you transition to using your new card.

Yes, during the transition period. When we send your replacement card, the process of closing your old Esso Card™ account will begin. During the 14-day transition period, you can continue to use your existing card until you fully transition to using your replacement card.

Your new card account will have equivalent commercial and credit conditions as your previous Esso Card™ account.

You have access to the same network as before. Check eRoute and monthly network update emails for the latest updates on stations.

Yes, all customers will have a new account, with a new account number.

We are taking care of the process for you. You will need to check the postal address of where your new cards are being sent. You will receive an email with this information; please inform us if there is a change. In normal circumstances you won’t need to sign a new SEPA, but if a new SEPA is required we’ll be in touch.

You should receive your new cards in 10 working days. You can still use your existing card for 30 days while you transition to your new card.

Yes, you will be provided with a new PIN number by post, sent separately to your card for security.

No, you are not able to change the PIN number on your card.

No, there are no additional costs associated with the new card you will receive.

No, there are no changes to your current pricing structure.

No, new details for manual payments can be found on new account invoices.

Any card fees will remain the same as they are on your current Esso Card™ account.

You will not be required to undergo a credit check. Your Esso Card™ credit limit and agreement will automatically be transferred to your new account.

Your billing frequency & credit/payment terms may change. These changes will be outlined in an email to you.

Yes. This will automatically transfer this for you and we will advise you when this has been done.

Your invoice look different but will contain the same information. You can access it via your new Velocity portal login.

Your terms and conditions remain the same and you do not need to sign a new agreement.

You can find the terms and conditions here.

Instead of using your existing portal, you will receive an invitation to create an account on a different version of Velocity. This portal offers similar features as the one you currently use. It allows you to manage your account, block cards, track and monitor transactions, and generate reports conveniently in one place.

Your historical data from your old online account will not transfer to your new online account. You may want to download any reports you need before your old account closes.

Yes. You can find the more information on unauthorized transaction in our terms and conditions here.

Keep your card in a safe and secure place. Do not share your card details or PIN with anyone.

As with your current Esso Card™ account, you will receive an email confirming that your card has been blocked, and a new one has been ordered for expedited delivery.

Your account manager will be happy to help. Alternatively, our dedicated customer support team is also available to assist you with any questions or concerns you may have. Live chat with us now on Desktop or Mobile, or email us. Our dedicated team is available Monday to Friday from 9am to 5pm to help you with any questions or concerns you may have.

No, the same dedicated account manager will continue to serve your account.