Customer service

Frequently asked questions

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• I forgot to scan my card with my last top-up/shop purchase.

  Claim missed Smiles via Q8 app or website

  Forgot or didn’t manage to collect Smiles during your last transaction? No problem: you can still claim them via the Q8 app or our website www.q8smiles.be.

  In the Q8 app:

  1. Tap your name at the top.
  2. Select Claim Smiles.
  3. Enter the requested details:
  4. Tap Claim your Smiles. The Smiles will be added to your account.

  On the website (www.q8smiles.be):

  1. Go to www.q8smiles.be and log in.
  2. Click Smiles in the menu.
  3. On the right, select History to view your transactions and Smiles.
  4. Click Claim them here.
  5. Enter the requested details:
  6. Click Claim your Smiles. The Smiles will be added to your account.

  Tip: Not sure when you refueled or how much you paid? Check your bank statements; they usually contain all the necessary information.

• Why was an amount of €125 or €375 deducted from my account?

  When you pay at the pump with your card, an authorization is performed on your account beforehand. Specifically, the institution that issued your card (not Q8) temporarily blocks an amount between 125 and 375 euros. It does this because it is not known in advance how much you will be filling up for. This amount represents - more or less - the maximum amount that can be spent on a full refueling.

  When you have finished refueling, the unused balance is normally released immediately. Sometimes, however, it happens that your bank blocks the balance for longer, sometimes up to a maximum of 30 days. 
  The blocking, however, does not mean that the amount will be debited from your account, but only serves as a payment guarantee.

  If you wish the balance to be released more quickly, we recommend that you contact your bank.

• 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.