Resolving Invalid Fuel Card Errors During Login or Fueling

Issue Overview

A driver is experiencing an "invalid card" error when attempting to log in or use the fuel card. This issue may occur due to incomplete setup after activation, incorrect passcode entry, or other related factors.

Steps to Troubleshoot

Card Activation Confirmation

Verify that the fuel card was activated. Ensure that the driver completed the setup within 24 hours post-activation.

Identify the Error Timing

At the pump: Possible card setup or pump reader issue.
In the app: Potential app or login credential issue.

Passcode Verification

Confirm if the driver remembers the passcode associated with the fuel card. Forgotten or incorrect passcodes can prevent successful login.

Phone Compatibility Check

Ask the driver about their phone type. Compatibility issues with the app can sometimes cause errors.

Card Status

Verify the current status of the fuel card (e.g., active, suspended, etc.). Ensure that it is active and properly set up.

Resetting the PIN

If the above steps do not resolve the issue, reset the PIN and instruct the driver to attempt using the card again.

Additional Notes

Ensure that the driver follows the proper steps during activation and setup to avoid similar issues in the future.

Conclusion

If the problem persists, escalate the issue to PIT-CX-AMS-US-TransportOpSup-L2-Tampa via ServiceNow or email TransportOperationalSupport@cemex.com.