FAQs for BP Plus Users

Getting started

How do I download BPme?

You can download BPme for BP Plus for free from the Google Play Store or the App Store. 

What is BPme for BP Plus?

BPme for BP Plus allows BP Plus drivers to pay for fuel without leaving the comfort of your car. BPme for BP Plus saves you time while providing all the benefits of BP Plus.

If you would like to pay for fuel with Amex, PayPal, Visa or MasterCard, please download BPme – Mobile Fuel Payment & BP Station Finder app from Google Play or the App Store.

What's new?

What has changed in the most recent BPme for BP Plus version 1.1 app update?

The latest version of the app allows you to use BPme for BP Plus at double the number of locations – BPme for BP Plus is now available at more than 650 sites nationwide!

And, if your BP Plus card has been set up with any restrictions or prompts (not just odometer), the BPme for BP Plus app will now display a message to remind you of these. Please be aware, it is still your responsibility to make sure you adhere to any restrictions that may apply to your card.

Reminder: To access these features and additional BP sites, you will need to update the app on your device. 

Why am I still not able to use the BPme app? / The app is not working, can you see what the issue is? 

There may be a couple of reasons why you may not be able to use the app:

  • A BP Plus card can only be added to BPme for BP Plus once. It may be that this card has already been entered by another driver.
  • You may need to update to the latest version of the BPme for BP Plus app via your App Store or Google Play settings.
  • If you have submitted a request to use BPme for BP Plus, your company may not have approved your BP Plus card for mobile payments. Please speak to your company’s BP Plus account holder for more information.

Please note: BPme for BP plus is currently available for selected accounts only. We apologise if you are not able to access BPme for BP Plus just yet and we are working to make the app available for all BP Plus accounts in the future.

Why is BPme for BP Plus asking me to register my card again when I have used the app before? 

There may be a couple of reasons for this:

  • If your BP Plus card has been set up with any restrictions and you exceeded a dollar or litre limit, or filled up with an unapproved grade of fuel on your last transaction, a notification has been sent to your company and your card has been removed from the app. You can still use your physical card in-store but you will need to re-register your card via the app to use BPme again.  
  • Your BP Plus card may have been cancelled by your company – please speak to your company’s BP Plus account holder for more information.

 

Eligibility

How do I know if I’m eligible to use BPme for BP Plus?

To check your eligibility, simply add a BP Plus card to the app. If you would like more information on your eligibility for this version of BPme, please contact BP Customer Services on 1300 1300 27 or through aucustcare@bp.com

Why am I not eligible to use BPme for BP Plus?

Unfortunately BPme for BP Plus is only available for selected accounts. We apologise if you are not able to use BPme for BP Plus just yet. Our teams are continuing to develop the app to make it suitable for all BP Plus accounts.

Why hasn’t my card been approved for use with BPme for BP Plus? 

Unfortunately your company didn’t approve your BP Plus card for mobile payments. Please speak to your company’s BP Plus account holder for more information. 

How do I know which BP sites I can use BPme for BP Plus at?

You can see all participating BPme site locations in the ‘Find a BP’ section inside the BPme app – look for sites with a mobile phone icon. We continue to grow the number of locations where BPme is available and constantly update the app as we go.

I don’t have a BP Plus card, can I use BPme for BP Plus?

BP Customers who prefer to pay with Visa, Amex, MasterCard and PayPal types can download BPme – Mobile Fuel Payment & BP Station Finder app.

Setting up BPme

What is the SMS authorisation code?

This is a one off code sent to you by SMS to validate your mobile phone number when you first set up the BPme App for use.

What if I don’t receive my SMS Authorisation Code?

Check you’ve entered the correct mobile number and that you have phone signal service. Give it a few minutes and if you haven’t received the SMS, it could be a fault at our end, in which case contact us on 1300 1300 27 or at AUcustcare@bp.com

How do I create a valid password?

A relatively strong password is 8 or more characters in length, with at least one letter and one number (special characters may also be used). Avoid any obvious words or items that people can easily find out about you, such as your name and birthday.

What is the passcode?

Your passcode is a four digit number that you input prior to using your BP Plus card to pay for fuel from your car. Choose a passcode that’s easy to remember (as it is used every time Pay in Car is used). This number doesn’t have to be the same as the PIN you set for your BP Plus card. You need to set a passcode before we ask your company to approve your card for use in BPme.

Does the passcode requested in BPme need to be the same as my BP Plus card PIN?

No. You can choose any four digit pin you like.

How will I know when my BP Plus card is approved in BPme?

We'll send you a text message when your company approves your card for use with BPme for BP Plus. If your request is declined by your company you will also receive a text message advising this, as well as a message appearing in ‘Pay in Car’ section of the BPme app.

Why hasn’t my BP Plus card been approved for use with BPme for BP Plus instantly?

Your company's BP Plus account holder needs to approve your card to be used in BPme. Follow up with your company's account holder first as your card cannot be used in BPme without this approval. You can resend your request through the app if the approval email cannot be found.

Why can’t I add my BP Plus card to BPme?

BP has two versions of the BPme app. If you would like to pay for fuel with a BP Plus card, please make sure you have downloaded our BPme for BP Plus version of the app. 

If you are still unable to add your BP Plus card, it may be that your company’s account is not eligible for BPme at this stage. Unfortunately BPme for BP Plus is only available for selected accounts and we apologise if you are not able to use BPme for BP Plus just yet. Our teams are continuing to develop the app to make it suitable for all BP Plus accounts.

How many BP Plus Cards can I register to my BPme account?

You can register as many BP Plus cardd per BPme account as you need.

Can a BP Plus card that is shared between different drivers be added to multiple BPme accounts?

Yes.

Can I use the same card in two (or more) separate devices? 

Yes, however you can only log onto your BPme for BP Plus account on one device at any time. Please note, you are responsible for ensuring you are the only person who can use your BPme account – you must not authorise anyone else to use your BPme account.

I’ve just ordered a BP Plus card, how long until I can use it in BPme?

As soon as you are issued a BP Plus card number you are free to add it to your BPme account. 

If I am sharing a BP Plus card with another driver and they are no longer an employee of the company, how do I cancel their BPme access to our shared card?

In order to deactivate a card from the BPme for BP Plus app the card will need to be cancelled, which will result in all users of the card no longer having access to it.  You can cancel BP Plus cards by logging into your BP Plus Online account or contacting BP Customer Service on 1300 1300 27 or through AUcustcare@bp.com 

A replacement BP Plus card will then need to be ordered and new card details provided to all users. Once this replacement card number is issued, you can add the card number to your BPme account and resume using BPme for BP Plus app

I am waiting for my new BP Plus card because my previous card had expired. Am I still able to use BPme for BP Plus? 

Yes. If the expired card was re-issued with a new expiry date then BPme for BP Plus will recognise this and allow you to continue purchasing using the app.

Can I collect Velocity Points with the BPme app? 

The Velocity program is unavailable to BP Plus customers and points cannot be collected via the BPme for BP Plus app.

Purchase Restrictions

I have restrictions on my card; can I now use the BPme app?

Yes. If your BP Plus card has been set up with any limits or restrictions (e.g. dollar spend, litres, grade of fuel), the BPme for BP Plus app will now display a message to remind you of these. 

Please be aware, it is still your responsibility to make sure you adhere to any restrictions that may apply to your card. If you exceed a limit or fill up with an unapproved grade of fuel, a notification will be sent to your company account holder and your BP Plus card will be removed from the app for future transactions. 

Please note: you will still be able to use your physical BP Plus card in-store. You can re-register your card for BPme at any time, however account holder approval will need to be provided before the app can be used to pay for fuel.

How do I change the restrictions I have on my BP Plus card?

To change limits on a BP Plus card, please can contact your company’s BP Plus account holder, who can utilise the online portal or contact our Customer Services team on 1300 1300 27.  Please note that a new physical card may be generated as a result of these changes, however you will not need to re-register this card via the app.

Payment methods

Can I still use my physical BP Plus card if it is loaded into BPme?

Yes, you are able to use both methods of payment. It is advised that you keep your physical BP Plus card on you to pay for fuel if mobile phone coverage isn’t available or if a BP site isn’t currently on the BPme network. We are working to make BPme available at additional BP sites over time and will continue to keep our customers updated on this progress.

Can I use BPme with my credit or debit card?

If you would like to pay with MasterCard, Visa, Amex or PayPal, please download our consumer version of the app, BPme: Pay for Fuel in Your Car, from your AppStore or Google Play.

Pay in car

How do you know when I am at a BP site?

We have a ‘Geo fence’ set up around each site, so with location services enabled on your phone (which is a requirement for using BPme), your GPS will tell the app when you arrive on a site and BPme will display your fuel choices at that site.

How can BPme be used if phones are not permitted at the pump?

BPMe should only be used while you are inside your stationary car or while you’re in the BP store. Phones are still not permitted for use outside of your car whilst on the forecourt at a BP site.

Why will BPme only allow me to select certain fuels? IMPORTANT - Due to safety reasons LPG/Autogas purchases are not permitted using BPme.

The BPme for BP plus app will only allow you to select fuel grades that your BP Plus card has been authorised for by your account holder.

Please note: due to safety reasons LPG/AutoGas purchases are not permitted using BPme.

I have fuel grade restrictions on my card, why did the pump allow me to fill up with a fuel grade that I am not authorised to have? 

It is your responsibility to make sure you only fill up using fuel grades that have been authorised by your account holder.

If you have filled up with an unapproved grade of fuel, a notification will be sent to your company’s BP Plus account holder and your BP Plus card will be removed from the app for future transactions. Depending on your company’s policy, you or your BP Plus account holder may be liable for payment.

Please note: you will still be able to use your physical BP Plus card in-store. You can re-register your card for BPme at any time, however account holder approval will need to be provided before the app can be used to pay for fuel.

Can I select my preferred fuel grade? IMPORTANT Due to safety reasons LPG/Autogas purchases are not permitted using BPme.

Your preferred or most commonly used fuel type can be set up in ‘Pay in Car’ preferences in ‘My preferred fuel type’. At this stage, the preferences section only displays the four most commonly used fuel types, so it will be a limited menu. Options available to you will be dependent on the fuel grades authorised on your BP Plus card. 

I have dollar spend/litre restrictions on my card, why didn’t the app/pump apply these limits? 

If your BP Plus card has been set up with any restrictions, the BPme for BP Plus app will now display a message to remind you of these.  It is your responsibility to make sure you adhere to any restrictions that apply to your card.

If you have exceeded a limit, a notification will be sent to your company’s BP Plus account holder and your BP Plus card will be removed from the app for future transactions. Depending on your company’s policy, you or your BP Plus account holder may be liable for payment.

Please note: you will still be able to use your physical BP Plus card in-store. You can re-register your card for BPme at any time, however account holder approval will need to be provided before the app can be used to pay for fuel.

Will BPme have the same product (fuel grade) restrictions that I have on my BP Plus card?

The BPme for BP plus app will only allow you to select fuel grades that your BP Plus card has been authorised for by your account holder. However it is still your responsibility to make sure you only fill up using fuel grades that have been authorised by your account holder.

If you have filled up with an unapproved grade of fuel, a notification will be sent to your company’s BP Plus account holder and your BP Plus card will be removed from the app for future transactions. Depending on your company’s policy, you or your BP Plus account holder may be liable for payment.

Please note: you will still be able to use your physical BP Plus card in-store. You can re-register your card for BPme at any time, however account holder approval will need to be provided before the app can be used to pay for fuel.

Can I get a paper receipt if I pay in car with BPme?

No. You will receive a digital receipt in BPme. You can also access your transaction history from within the app and have your receipts emailed to you at any time.

Why isn’t the pump working?

BPme for BP Plus only unlocks the pump and the fuel type that you chose. If the hose you’ve picked up isn’t working, you may have chosen the wrong pump number or fuel type in the app. Please get back in your car, cancel the process and start again. You will get a receipt for $0 for the cancelled transaction to confirm you haven’t been charged.

Why do I need to enter my odometer reading?

Some companies ask drivers to record their odometer readings each time they fill up, for accounting purposes.If this applies to you, you can type your odometer reading into BPme when you are prompted.

Why do I need to enter my Vehicle / Fleet / Driver / Order ID? 

Some companies ask drivers to record specific details each time they fill up, for accounting and administrative purposes. If this applies to you, you can type your details into BPme when you are prompted.

What if I can’t remember my passcode?

You will receive 6 attempts to enter the correct passcode, should you enter this incorrectly 6 times the account will be locked for 15 minutes. For assistance moving forward utilise the forgotten passcode link in the app or alternatively call BP Customer Services on 1300 1300 27 to reset manually.

Do I need access to the internet to use BPme for BP Plus?

Yes. To use the BPme, you must have an internet-enabled eligible mobile device which is connected to the internet and uses a software version that supports the BPme for BP Plus app.

Why does BPme no longer allow me to choose a preset ($) amount when I use Pay In Car?

We have found that most BPme for BP Plus users will choose 'No preset' amount when they refuel so to streamline the Pay In Car process we have removed this step. 

Other purchases

Can I pay for in-store items using the BPme for BP Plus app?

No. The BPme app currently only allows for the payment of fuel. If you wish to purchase any other products, you will need to pay for these in store with cash or a debit/credit card.

 

General BPme for BP Plus questions

Is there a cost for the BPme app?

No. BPme for BP Plus is free to download from the Apple App Store or Google Play Store.  

What phone can BPme be used on?

BPme will work on iPhones (with the minimum software requirement of iOS 8.2) and Android phones, such as Samsung, HTC and Huawei (with the minimum software requirement of Android 4.4 and higher). Please note; BPme is not compatible with Windows phones.

Will BPme use mobile data?

Yes, location services must be activated for you to pay in your car using BPme. Costs depend on phone plans. 

Are you tracking me?

Location services will only be used whilst you are using BPme. This is used to find your site location when using Pay in Car or Find a BP service.

How do I close the app completely?

iPhone users, tap the home button twice. You’ll see small previews of BPme and others you’ve recently used. Swipe up on the preview of BPme to close it. Pressing the home key once won’t close the app, it just returns you to your home screen.

Android users, bring up a list of your running apps; in some phones you may need to go to Settings, others will have a multitasking button. Once you can see previews of all the running apps, swipe the BPme app preview left or right and off the screen, this will close the app. 

When the app is reopened it will show the start screen. If it’s still showing where you got stuck, you haven’t closed the app properly and should repeat the steps above.

 

Security

Is there an increased risk of fraud using BPme for BP Plus?

BPme does not increase risk of fraud. In fact, there are two forms of security checks in the set-up process:

  1. Any request to provision a BP Plus card to a BPme for BP Plus account requires email approval from an account authority.
  2. The BPme app user is required to provide a passcode that is used each time a customer transacts using the app.

I have lost my phone and it looks like someone else has used my BP Plus card. Do I need to pay?

You will need to pay for any transactions made up until the end of the day that you contact BP to cancel your BP Plus card within BPme. The support team will be able to cancel your BPme digital card and leave your physical card working if you still have it. You can contact the BP Customer Services team on 1300 1300 27 or through AUcustcare@bp.com

What do I do if an employee using BPme for BP Plus has left the company?

As per standard procedure, you should cancel the BP Plus card by logging into your BP Plus Online account or contacting BP Customer Services on 1300 1300 27 or through AUcustcare@bp.com.  Remember, there could be a delay of 3 hours or longer if cancelled overnight for the BP Plus card to be declined when being used to purchase fuel in store. 

Support for technical issues

My phone died during the transaction. What happens now?

If you have already authorised the transaction, you will be able to pump your fuel and you should get a receipt. You can check the pump transaction by going into the store and asking a Customer Service Representative or on your phone when it’s recharged.

The App froze during the transaction. What happens now?

If you have already authorised the transaction, you will be able to pump your fuel and you should get a receipt. You can check the pump transaction by going into the store and asking a Customer Service Representative and/or contact BP Customer Services on 1300 1300 27 or through AUcustcare@bp.com

Remember to only use your phone within your stationary vehicle or inside the store.

How do I turn on location settings on my mobile phone? 

iPhone users:

  1. Go to phone settings, tap on Privacy and find Location Services.
  2. It should say “On” next to it. Turn it on if it’s off
  3. Next, scroll down the list of apps and locate BPme. Tap on that to turn the access to your location on for the app by choosing the ‘While Using’ option

Android users:

  1. Go to the Settings menu
  2. Under "Personal", select ‘Location’ 
  3. When ‘Location’ at the top of the screen is ‘On’, select both of these check boxes for the quickest Pay in Car experience:
    1. GPS satellites: Similarly to a GPS device in your car, lets your device calculate your location based on satellite signals
    2. Wi-Fi & mobile network location: Lets your device use Google's location service

How can I change my BP Plus card limits, purchasable fuel grade etc.

You will need to discuss this with your Card Delivery Contact. If you pay for your own BP Plus card purchases you can contact Customer Services on 1300 1300 27 or at aucustcare@bp.com to make these changes (it will require the card to be re-issued and therefore reloaded into BPme).

Where will my BPme for BP Plus transactions appear on BP Plus reports?

BPme transactions will be shown in two locations:

Fleet Control Report

The Customer Reference field usually contains Order Number information.  If your driver was prompted to provide an Order Number then the driver’s entry will be shown. If the driver was not prompted for an Order Number then their masked phone number (‘0412 345 678’ will be ‘04***678’) will be shown. We have chosen to use masked numbers for privacy reasons.

BP Plus Online reporting

You will be able to identify a BPme transaction by Transaction Type or Transaction Capture fields in all BP Plus Online reporting or on the Transaction Details screen, as follows:

Transaction Type = Mobile Payment

Transaction Capture Method = W

Transaction Capture Source = BPM

To help BP Plus account owners identify which driver and phone made a BPme transaction, we are now displaying the driver’s initials (‘John Smith’ becomes ‘J S’) and their masked phone number (‘0412 345 678’ will be ‘04***678’) on transaction reports details.  We have chosen to use initials and masked numbers for privacy reasons.

This information can be found in the following fields:

Driver initials will be placed into Driver ID field. If Driver ID field is being used, then they will be populated in Vehicle ID, and then Fleet ID.

Masked phone number will be placed into Order Number field. If Order Number field is being used, then it will be populated in Vehicle ID, and then Fleet ID.

BP Plus account holders can easily access BPme transactional information via BP Plus Online. Follow the below steps to run your reporting for BPme:

  1. Login to BP Plus online via www.bpplus.com.au
  2. Select Reports › Run a Report
  3. In the ‘Report Type’ section of this page, select ‘Transactions’ then select any of the versions for Export Transactions.
  4. Select the relevant account/s, report filters, delivery method and then select ‘Run Report.’
  5. Open the Excel report that is generated.

 

Support

Who can I contact for more information and support?

For more information, please contact BP customer service on 1300 1300 27 or AUcustcare@bp.com

Future updates

Is BP going to make future changes to BPme for BP Plus?

Yes. Please check back for future changes on BPme for BP Plus.