Frequently Asked Questions

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.

We’d be sorry to see you go. Simply contact 7-Eleven Customer at 24-7customerservice@7eleven.com.au. Once you cancel your 7-Eleven Account, you will no longer be able to use it to log in the My 7-Eleven App and you will no longer have access to any information relating to that 7-Eleven Account. Please also note that deleting the My 7-Eleven App from your device does not delete your 7-Eleven Account.

You sure can! Regardless of the device you use, your account history and any associated Fuel Price Locks will still be active.  However, you can only log onto your 7-Eleven Account on one Device at a time.

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

Turning it off means you may miss some great offers and updates from us, but we understand that sometimes you just need a bit of peace and quiet. To turn off push notifications, go to the settings menu on your iOS or Android device.

Step 1 – Choose your fuel type.
Step 2 – We find the cheapest current price across five 7-Eleven stores closest to your current location. 
Step 3 – Lock in the price for 7 days. You won’t be able to make any changes once the price is locked. 
Step 4 - Scan your My Card at the counter to redeem for a discount of up to 25cents per litre. Scanning also counts to your 7th visit reward. Don’t forget to link your Velocity Frequent Flyer card to earn points on fuel and other eligible purchases. 

If the difference between your locked price and the pump price exceeds 25 cents per litre, the maximum discount you’ll receive is 25 cents per litre. 

If the price at the store is lower than your Fuel Lock, you’ll always pay the lower price. 

If you are purchasing more than 150 litres in that transaction, the excess will be charged at the pump price as shown at the pump.  

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 Lock (and available offers of course), just one tap.

To help you find our best local fuel price, we need to know where you are located.  Also, some offers may be location specific, and you may not receive those offers if you have not enabled location services on your device.

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.

It’s exactly what it sounds like. We do a quick search of the 5 closest 7-Eleven Fuel stores with your preferred Mobil fuel type within 250kms of your current location. The “best local price” displayed in the App is not “live”, but instead is based on the fuel price recorded by 7-Eleven’s systems at a point in time when the fuel price at the relevant 7-Eleven Store was last checked.  The App will display the date and time of the last update (as reported by 7-Eleven’s systems) when displaying the ‘best local price’.  Our ‘best local price’ does not compare prices offered by other fuel retailers.

You can scan your My Card at any 7-Eleven Fuel Store in Australia to redeem Fuel Price Lock for up to 7 days. 

You could save up to 25 cents per litre using Fuel Price Lock. Your per litre discount is the difference between your locked price and the pump price provided that the difference between the pump price and the locked price) does not exceed 25 cents per litre. 

If your locked price exceeds the 25 cents/litre discount limit, your app will simply auto correct to the maximum 25cent per litre saving (up to 150 litres).  Don’t worry this update will happen automatically, which means you don’t have to do anything.

For example, if the pump price is $1.90 and your locked price is $1.60, you will pay $1.65 per litre, so that you receive the maximum 25 cents per litre saving. If the pump price is $1.80, and your locked price is $1.60, you will pay $1.60 per litre. 

Your Fuel Lock will be applicable to 150L of your selected fuel grade, in a single fill and a maximum saving of 25 cents per litre. 

You can do that. But your locked price will only apply for up to 150L of fuel and for a savings of up to 25 cents per litre. The pump price will apply to anything over that amount.

Fuel Lock is good for one fill up. Any remaining litres expire. However, you can always lock in another fuel price.

That’s ok. If the pump price is cheaper than the locked in price, you will pay the cheaper pump price. 

If your locked price 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 and a maximum saving of 25 cents per litre. If the difference between your locked price and the pump price exceeds 25 cents per litre, the discount that you’ll receive will be 25 cents per litre for up to 150L. 

7 days but remember that it is single use only. You can check your expiry by accessing the Fuel 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.

It’s all about the App. Visit any 7-Eleven fuel store and fill up your car with your preferred locked in fuel type (remember to fill with the same fuel type you locked in). 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. Simply scan your barcode to redeem for a maximum discount of 25 cents per litre.  This one scan of your My Card will also count as a loyalty visit and automatically apply any App deals on any products you purchase that are part of an App Deal.

If when you fill up the price at the pump is lower than your locked price, don’t sweat it. You’ll only pay the lower pump price.

Make sure you fill what you lock in. Your Fuel Lock is only valid for the preferred Mobil fuel type you selected in the App. You must pay the pump price if you change fuel types when filling up.

Sorry. They are single use only. Any remaining litres will expire. However, you can always lock in another Fuel Price Lock.

One at a time please. You can only have one active Fuel Price Lock at any one time. You must either wait 7 days for the Fuel Price Lock to expire or redeem it when refuelling to initiate a new Fuel Price Lock.

Good on you for saving on your Fuel Price Lock. Your savings amount is equal to the total you would have paid if you paid the pump price at that store on the day minus the total you paid by using your Fuel Price Lock.

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 redeemed.  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.  

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.

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.

Sometimes our giveaways have a limited number that we can give away and once that number is reached the offer is removed.  This is outlined in the terms and conditions of the offer.  When you see these types of offers its always good to get in quick!

It’s easy. Simply scan your My Card each time you shop and you’ll earn a visit. Following your 6th visits, the app will present you with a choice of rewards to save at which time your loyalty visit counter will reset to 0.  The loyalty tracker doesn’t start tracking your visits again until you have saved a reward.  You may redeem a reward the next time you’re in store or any other time before its expiry date.

We’re sorry to hear about that. If you haven’t received a visit, this could be for one of the following reasons:

1. It may not have processed in our system yet
Visits can take up to an hour to show in your app. Please check again an hour from when your transaction was completed to check if it has been added.

2. You may not have made a valid transaction
In order to be eligible for a visit, your transaction needs to meet the following criteria:
- Minimum spend of $1 (incl GST)
- Spend cannot be for ParcelMate parcels, tobacco or tobacco related products if bought alone

- One visit in any 20 mins period will count
- Maximum of three visits in 24 hrs

3. You may have a reward that you need to select.

Once you’ve received 6 visits, you’re presented with a choice of rewards to select one from.  You will not be able to accrue more visits until you have chosen your reward, this resets your visit counter.  Remember you don’t have to redeem the reward if you do not wish to.

If you have validated the above and still not received a visit for your transaction, please go to Settings > Contact Us to get in touch. Please also attach a copy of your transaction receipt to help us with your enquiry.

Once you earn your reward to redeem on your 7^th visit, you have 7 days to select and add it to your My Card.  After this time, the reward will automatically expire, and you’ll need to start earning visits again.

That’s not ideal.  Please contact us through the app by going to Settings>Contact us. Please detail the issue and include a copy of your transaction receipt so we can review and allocate your visit if you were eligible.

Yes, you can as long as you redeem each reward before the expiry date displayed in your app.

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!

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. 

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.

An email has been sent to you to register and have a physical 7-Eleven Gift Card sent out to you.

No, you can access your funds through a physical 7-Eleven Gift Card that you can register to be sent out to you.

To earn Velocity Points using the My 7-Eleven app at 7-Eleven, you must first add your Velocity membership number in the My 7-Eleven app before scanning your Velocity linked My 7-Eleven app and making an eligible purchase. Once linked, you will earn Velocity Points on fuel and eligible in-store purchases. Follow the steps below to link your accounts:

1. In the My 7-Eleven app menu, tap on ‘Settings’ and open the Velocity Frequent Flyer page.
   
2. Tap on Link Velocity & My 7-Eleven.
3. Verify your My 7-Eleven account by entering your My 7-Eleven account password when prompted.
4. Enter your Velocity membership number and password as per your Velocity account to verify your Velocity account.
5. Read and accept the Terms and Conditions and Privacy Policy and click ‘I agree’ to continue.
6. If the details you entered are correct, your accounts will now be linked and you will receive email confirmation from 7-Eleven. 

Within the My 7-Eleven app go to Settings>Contact us and please detail the issue and include a copy of your error if possible so 7-Eleven can assist in resolving the issue.

Once you have completed the steps to link your accounts, you will receive an email confirmation from 7-Eleven. You can also check the accounts have been linked within the My 7-Eleven app by following the steps below:

• In the My 7-Eleven app menu, tap on ‘Settings’ and check that Velocity Frequent Flyer says “Linked”., or
• In the My 7-Eleven app, tap on ‘My Card’ and check if “Velocity Frequent Flyer Linked” is visible in the top left corner 

Once you have de-linked your Velocity Frequent Flyer account, you can still earn Velocity Points by scanning your My Velocity Digital Card or by swiping your Velocity membership card at WA stores and selected stores in other States; but will no longer receive access to My 7-Eleven exclusive offers and/or 7th Visit Loyalty Rewards without using the My 7-Eleven app.  To de-link your accounts:

• In the My 7-Eleven app menu, tap on ‘Settings’ and open the Velocity Frequent Flyer page.
• Tap on De-link Velocity & My 7-Eleven.
• Once de-linked you will receive an email from 7-Eleven to confirm your Velocity Frequent Flyer account has been de-linked from your My 7-Eleven account. 

Yes, you can!  Velocity Frequent Flyer membership is free for eligible customers. For full eligibility please read Velocity Frequent Flyer’s full terms and conditions. To sign up to Velocity Frequent Flyer in the My 7-Eleven app:

• In the My 7-Eleven app menu, tap on ‘Settings’ and open the Velocity Frequent Flyer page.
• Tap on ‘Join now’.

You will be redirected to the Velocity Frequent Flyer join form where you will be asked for personal information such as Name, date of birth, address, contact Number and email address. Complete the join form, read and accept the Velocity Frequent Flyer privacy policy and terms and conditions. 

When you have completed the Velocity Frequent Flyer join form you will receive your Velocity Frequent Flyer membership number on screen and via email immediately.

Once you have received your Velocity Frequent Flyer membership number, return to the My 7-Eleven app and link your account via the Velocity Frequent Flyer page which can be accessed via the ‘Settings’ menu.

You can only earn Velocity Points on a single linked My 7-Eleven account. Once your Velocity Frequent Flyer account and My 7-Eleven account are linked you cannot link that Velocity Frequent Flyer account to a secondary My 7-Eleven account. 

No, you don’t. Your My 7-Eleven account will be linked simply by using your Velocity Frequent Flyer membership number. However, the name on the Velocity membership and the My 7-Eleven membership must be the same. 

Velocity Points are earned with any purchase of premium or regular grade fuel and any eligible purchase in-store including food, drink and more. It’s easy! All you have to do is:

• Link your My 7-Eleven and Velocity Frequent Flyer accounts and remember to scan your ‘MyCard’ in the My 7-Eleven app at the checkout, or
• In WA stores only, you may also swipe your Velocity membership card or scan your My Velocity Digital Card at the check out to earn Velocity Points.

At 7-Eleven you will earn:

• 2 Points per litre on premium fuel (Extra 95, 98 Supreme+)
• 1 Point per litre on standard fuel (Special Unleaded 91, Special E10, Special Diesel, LPG)
• 2 Points per $1 spent on food, drinks and more (Exclusions apply, see full terms and conditions for details).

For full Terms and Conditions visit 7eleven.com.au/velocity

Velocity Points can be earned on eligible purchases at 7-Eleven. You cannot earn Velocity Points on the following product categories at 7-Eleven:

• tobacco and tobacco related products (including but not limited to lighters);
• mobile prepaid/recharge phone and sim cards;
• parcel delivery and collect services including ParcelMate parcels and related services;
• gift cards;
• travel cards;
• MoneyGram;
• Vouchers;
• Trailer, lawn mower and car hire;
• Coin operated car vacuum;
• prepaid tickets: transport tickets (Myki, Opal, Go Card);
• any products or services purchased online or via any home delivery services platform;
• and any other products which are not legally eligible for Velocity Points as prohibited by Law and other products and services as notified to members from time to time.

Velocity Points cannot be earned on transactions paid with fuel vouchers/cards, any fleet cards, vouchers or Motorpass and any other excluded payment methods as updated from time to time.

For Full Terms and Conditions visit 7eleven.com.au/velocity

You will receive your Velocity Points in your account within 24 hours. 

You betcha!  Your My 7-Eleven app experience will be exactly the same with the same special offers and promotions you would normally receive, you’ll just be earning Velocity Points as well!

No way!  The sky is the limit, so keep scanning your linked My 7-Eleven app or scan/swipe your Velocity digital/physical card in the My 7-Eleven app to earn Velocity Points on eligible purchases.

That’s not ideal. You must scan your ‘My Card’ at the time of the transaction to earn Velocity Points. 

No, Pay & Go Fuel Up is part of the My 7-Eleven app and can be found in the Pay & Go Tab on the navigation bar.

Pay & Go Fuel Up will only be available in selected stores and we will be adding more stores regularly. The store finder in the My 7-Eleven App will help you find participating stores in your area.

The store finder in the My 7-Eleven App will help you find participating stores in your area.

Yes, if you have an active Fuel Price Lock, and have filled with the same fuel grade, it will be automatically applied to your transaction. No need to go into the store to scan your My Card.

Once you have filled up and returned the nozzle to the pump, you will receive a ‘Thank you’ notification on your phone within 10-20 seconds of confirmation of a successful transaction. The notification will include the $ amount, fuel grade and any discounts applied.
Please ensure you are safely back in your vehicle before checking your phone. When you see the ’Thank you’ notification, you can be confident that your payment has been received and you can leave without the need to go into the store.

You will also receive an email receipt of your transaction within 15min of completion of the transaction.

Once you fill up and return the nozzle to the pump, you will receive a ‘Thank you’ notification on your phone confirming a successful transaction, the $ amount, fuel grade and any discounts including  the Fuel Price Lock discount will also be displayed on this screen.

No, Fuel Lock is available to all My 7-Eleven App users. Using Pay & Go Fuel Up allows customers who need fuel to complete a transaction quickly and conveniently without the need to go the counter to pay. All loyalty visits, Velocity Points and activated Fuel Price Locks will be automatically applied.  If you choose not to use Pay & Go Fuel Up, you can still use the Fuel Price Lock feature In the My 7-Eleven App.

Yes, all loyalty visits, Velocity Points and activated Fuel Price Locks will automatically be applied when using Pay & Go Fuel Up. No need to go to the counter to scan your My Card.

No. You will not be able to combine fuel and merchandise purchases in one transaction with Pay&Go.

The name of the store you are at will be displayed on the Pay&Go screens.

Pump numbers are displayed at the front and the back of pumps and are also displayed at the side of the pump near the pump display.

If you cannot see the pump number from your vehicle and you need to get out of your vehicle to read the pump number, please remember that you are not permitted to use your mobile phone on the forecourt. Please put your phone away and only continue the transaction once you are safely back in your vehicle.

Store team members are not responsible for checking that you are at the correct pump. It is your sole responsibility to ensure that you enter the correct details during pre-authorisation of the Pay & Go Fuel Up transaction.

If a store team member notices that your vehicle is not stopped at the pump number requested, they may use the PA system to let you know that you have entered the wrong pump number. If this occurs you will need to:

• cancel the transaction and start a new transaction with the correct pump number; or
• you can fill up and pay for your fuel at the counter.

Popular pre-set amounts have been chosen to make the process easier and more convenient for customers. However, if your preferred fill limit is not available, you can pre-authorise for a higher amount (if funds for that amount are available in your selected payment method) and just fill your preferred $ amount. For example, if you wish to fill $30, you could select $50 as your fill limit and stop the refueling when the pump reaches $30. You will only be charged for the actual amount you filled.  Please note that the pre-authorisation hold will be for $50 in this instance and that your card issuer will determine when the balance of the pre-authorisation hold will be released. 

You will only be charged for the amount you fill. The balance of the pre-authorisation will be released when your card issuer has finalised payment.  The time it takes for the balance of the pre-authorisation to be released depends on your card issuer or bank.

Your transaction will complete at the fill limit you selected. You must replace the nozzle once the fill limit is reached to complete that transaction. If you wish to purchase more fuel, you need to start another Pay & Go Fuel Up transaction or fill up and pay for the rest of the fuel at the counter.

In such a case, any relevant Fuel Price Lock will be automatically redeemed for the first transaction and cannot be redeemed again for the additional fuel purchase.

Unfortunately Pay & Go Fuel Up can only be used through the My 7-Eleven App and currently does not support the Fuel Card as a means for payment.

Mastercard, VISA and American Express can be used for Pay & Go, including through Apple Pay and Google Pay.

When you use Pay & Go, your selfie that you uploaded when you registered for Pay & Go, will be visible to the store team members on the in-store monitor. Store team members will be notified via the in-store monitor as soon as a transaction is successfully completed and will therefore know when you have paid.

When you finish refuelling, you must check the App when you get back into your vehicle to ensure that you have received the ‘Thank you’ message and instructions that you may leave the store.  If the ‘Thank you’ message is not delivered to your App an error has occurred and you have not paid for the fuel and must do so at the instore counter.  

When you use Pay & Go, your selfie that you uploaded when you registered for Pay & Go, will be visible to the Store team members on the in-store monitor.  The pump number that you selected will also be displayed on the in-store monitor.

Once you confirm the pump number and the fill limit, you will receive notification on your App confirming your transaction has been approved and you can proceed with the fill. Please remember that the use of mobile phones on the forecourt is not allowed. Once you receive confirmation, please put your phone away before you get out of your vehicle to fill.

The pump will automatically time-out if you do not remove the nozzle from the pump within 1 minute of receiving confirmation.  If the pump times out, you will need to start a new Pay & Go Fuel Up transaction or otherwise refuel and pay at the counter in store. Please note that if the pump times out, the time it will take for the original pre-authorisation to be released depends on your card issuer or bank.

Confirming the store detail, the pump number and the fill limit before filling allows for a fast, convenient way for our customers to complete a Pay & Go Fuel Up transaction and leave without the need to pay in store.

Once you fill up and return the nozzle to the pump, you will receive a ‘Thank you’ notification on your phone confirming your transaction was successful together with the $ amount, the fuel grade purchased and any discounts.

Please ensure you are safely back in your vehicle before checking your phone. When you see the ’Thank you’ notification, you can be confident that your payment has been received and you may leave without going into the store.

You will also receive an email receipt of your transaction within 15min of completion of the transaction. 

No - Pay & Go Fuel Up is a convenient, frictionless way to fill up. You drive up, confirm the store details, select the pump, select the fill limit, fill up and leave. No need to visit the store or scan your My card.

Once you fill up and return the nozzle to the pump, you will receive a ‘Thank you’ notification on your phone within 10 to 20 seconds, confirming  successful transaction, together with the $ amount, fuel grade purchased and any discounts.

Please ensure you are safely back in your vehicle before checking your phone. When you receive the 'Thank you’ notification, you can be confident that your payment has been received and you may leave the store without going into the store.

You will also receive an email receipt of your transaction within 15min of completion of the transaction.

If your App does not display the ‘Thank you’ notification an error has occurred, and you must pay for the fuel at the counter in store. 

Yes, you will receive an email receipt of your purchase within 15 minutes of completing the transaction.

You will receive a ‘Thank you’ notification with all the details of the transaction within 10 to 20 seconds after filling. Once you receive this ‘Thank you’ notification, you are OK to leave the store. You will receive a receipt via email within 15 minutes of completing your transaction, however there is no need to wait for the receipt before you leave the store.

If your App does not display the ‘Thank you’ notification an error has occurred, and you must pay for the fuel at the counter in store. 

Yes, you can contact Customer Service via the App for another copy of your Fuel Up receipt to your registered email address. Store team members will NOT be able to provide a copy of your receipt in store.

Once the claim is processed, any amount due to you will be reimbursed to the payment method you used to pay for the fuel when using Pay & Go Fuel Up.  

You will only be charged for the amount you fill.  Any additional pre-authorisation amounts will be released when the sale is finalised by your financial institution.  If you have changed your mind and have not dispensed any fuel, the full amount of your pre-authorisation will be released.

Once you receive confirmation that you can start filling, you will need to get out of your vehicle and lift the nozzle within 1 minute. If you exceed the 1 minute, your transaction will time-out and your pre-authorisation will be cancelled.

If you still want to fill your vehicle, you will need to start again and pre-authorise another Fuel Up transaction or you can fill “normally” and pay for your fuel at the counter.

Pay & Go Fuel Up will support all fuel grades, except LPG.

Pay & Go Fuel Up is available at participating stores. There may also be certain pumps that are excluded at a participating store. Incompatible pumps will be clearly marked. If you want to use Pay & Go Fuel Up, please ensure you visit a participating store and pull up to a compatible pump.

Certain pumps will be excluded from Pay & Go Fuel Up. Incompatible pumps will be clearly marked. If you want to use Pay & Go Fuel Up, please ensure you visit a participating store and pull up to a compatible pump.

Certain pumps will be excluded from Pay & Go Fuel Up. Incompatible pumps will be clearly marked. If you want to use Fuel Up, please ensure you visit a participating store and pull up to a compatible pump.

You can use the “Contact Us” form in the Help and Support Tab of the My 7-Eleven App to contact Customer Service to evaluate and process your claim.
Your last 5 Fuel Up transactions will be displayed in the Contact Us form, so you can easily query any transaction. You no longer have to scan and send your receipt to customer service for a Fuel Lock query.

Pre-authorisation captures and holds available the amount you select as the fill limit, so that once you have completed your refueling, the actual cost of your fill (up to the fill amount) is deducted from your account without you having to authorise it again.  You will only be charged for the amount that you fill.  Any additional pre-authorisation amounts will be released when your financial institution has finalised payment.

Pay & Go Fuel Up uses GPS coordinates to ensure that you are at the correct store. If there is a discrepancy between the name of the store and where you find yourself, please advise the store team member.  You will not be able to use Fuel Up in this instance and you will need to pay in store.

Motorcyclists are excluded from using Pay & Go Fuel Up due to safety regulations prohibiting use of the mobile device on the forecourt. This exclusion is set out in the terms and conditions for Pay & Go Fuel Up. Motorcyclists will have to pay for their fuel in store at the counter.