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.

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