Customer service

Most common questions

• My Q8 liberty card is not working. What should I do?

  If your Q8 liberty card does not work, this may have several causes. In most cases, you or your company’s fleet manager can quickly check this yourself via the online portal.

  Please go through the steps below in the given order.

  Step 1: Check whether there is a temporary technical issue

  Sometimes the problem is not related to your card, but to the station or the pump.

  • If possible, try a different pump

  • Try a different station

  • Wait a few minutes and try again

  Does the problem persist at the same location? Then there may be a technical issue.

  What can you do in that case?

  • Are you at a manned station?
    → Please contact the staff on site.

  • Are you at an unmanned station?
    → Please call 03 241 35 35.
    Important: this phone number is only intended for technical issues at the station or pump, not for card- or account-related problems.

  Step 2: Pay attention to the error message on the terminal

  The error message shown on the payment terminal can often give an indication of the cause.

  For example:

  • message 117 – incorrect PIN → check whether the PIN code is correct

  • message 119 – product(s) not allowed → check card restrictions via the online portal

  • message 116 → not sufficient funds → there may be an overdue invoice. This can be checked via the online portal 

  If the error message was not helpful, please proceed with the following checks and note the error message. This will help our customer support assist you more quickly.

  Step 3: Check the PIN code

  • Have you entered an incorrect PIN code three times?
    → The card will be temporarily blocked and automatically released after 24 hours
    → You can also unblock the card immediately via Q8 libertyweb

  • Have you forgotten your PIN code?
    → You can request a new PIN code via Q8 liberty web
    (the PIN code will be sent by post)

  → You can also activate mobile fueling. A PIN code is not required for this.
  Not sure how mobile fueling works? Please consult the FAQ
  “How can I activate mobile fueling via the Q8 app for my Q8 liberty card(s)?” for a step-by-step explanation.

  Step 4: Check whether the card is blocked

  The card will not work if it is blocked.
  Check the card status via Q8 libertyweb.

  Possible reasons:

  • the card was previously reported as lost or stolen

  • the card was temporarily blocked

  • the card has expired

  Did you block the card by mistake and later find it again?
  Then you can unblock the card yourself via the portal.
  Via this link, you can see how to search for and block cards.

  Step 5: Check card limits and restrictions

  Via Q8 libertyweb, check whether:

  • the product you want to refuel is allowed

  • the station or country is not excluded

  • there is no time restriction on the card

  • the card limit has not been exceeded

  • there is still sufficient available credit limit

  Please note: if the credit limit is reached, none of the cards will work.

  Step 6: Check whether there is a block due to unpaid invoices

  In exceptional cases, a card may be temporarily blocked due to an outstanding or unpaid invoice.
  This information can also be found via Q8 libertyweb.

  • Check the payment status of your invoices

  • Once the payment has been processed, the card will be released again

  Step 7: Check whether the card is physically damaged (exceptional)

  In rare cases, a card may be physically damaged and therefore no longer work.

  For example:

  • visible damage

  • cracks or breaks

  • a heavily bent card

  Do you think this may be the case?
  Then it is best to request a replacement card via the online portal.

  Still experiencing issues?

  Have you checked all the steps above and the card still does not work?

  Please contact us:

  • During office hours: 03 241 37 30

  • Outside office hours: [email protected]

  Please mention, if possible:

  • the card number

  • the station

  • the time

  • the error message displayed

  This will allow us to assist you more quickly.

• How can I add my Q8 liberty card as a payment method in the Q8 app?

  You can add your Q8 liberty card as a payment method in the Q8 app by following the steps below.

  How to add your card

  1. Download or open the latest version of the Q8 app

  2. Select your profile in the top right corner

  3. Go to Bank and fuel cards

  4. Select Add card

  5. Enter the last 6 digits of your Q8 liberty card

  6. Enter the email address linked to your profile

  7. Confirm using the security code you receive by email

  Once confirmed, your card is added and can be used in the app.

  Important to know

  The email address you use must already be linked to a driver via our online portal

  • Not sure whether this is set up correctly?

  • Or is this not yet the case?

  Please consult the FAQ “How can I activate mobile fueling via the Q8 app for my Q8 liberty card(s)?” to see how you can check and, if necessary, adjust these settings.

• Can I use my Q8 liberty card abroad?

  The Q8 liberty card is valid by default in the Benelux (Belgium, the Netherlands and Luxembourg).

  Via Q8 liberty web, usage limits can be set per country. This allows you to determine whether refuelling is possible:

  • throughout the entire Benelux

  • or only in Belgium, the Netherlands or Luxembourg

  These settings can easily be adjusted via Q8 libertyweb.

  Please note: if your company has a fleet manager, this person is responsible for adjusting these settings.

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