Allstar Plus FAQs

A selection of our commonly asked questions

From billing to making a payment and more. Here you will find the answers to the most common questions we come across regarding the new Allstar Plus card.

 

Contactless

What does 'Tap' mean?

People often refer to contactless functionality as 'Tapping your card', which is to touch the reader with their card.

I don't want a contactless card, is there an alternative?

All our Visa cards come with contactless functionality; this is part of ensuring our cardholders are ready for the cashless payment revolution. That means we are unable to issue you a non-contactless card.

Why didn’t my card work for a contactless transaction?

Contactless cards have risk parameters to safeguard against fraud in addition to all of the usual checks. A decline may be linked to a number of reasons, not all linked to the contactless functionality.

How does contactless work?

For small purchases, cardholders simply touch the reader with their card - they don't need their PIN, apart from every now and then to verify identity.

When should I not use contactless?

Contactless should not be used for fuel transactions if you want to receive full line detail for the transaction on your invoice.

How are Transport For London transactions shown?

The following working day, your journeys are added up and the money is added to your bill as one transaction.

Which retailers accept contactless cards?

The introduction of contactless is attracting new retail sectors that traditionally have not accepted card payment including: fast food, sandwich shops, coffee shops, vending machines, car parks, transport outlets, taxis etc. To find out where contactless cards are accepted, visit Visa payWave (http://www.visapaywave.co.uk).

What distance can a contactless reader read data on a contactless card?

When used legitimately, contactless cards only work when in very close proximity (within 10 centimetres) to a terminal.

Billing

When will my billing month end?

Your billing month will end on the last working day of the month.

Can I change my billing month end?

Yes, the billing month end is automatically set to the last working day of the month but you can choose to change it to the 1st or 15th of the month.

How do I log in to online services?

Go to www.allstaronline.co.uk then enter your username & password to log on.

I don't recognise a transaction on my credit card statement, what can I do?

If you don't recognise a transaction, you should check to see if the retailer has a different trading name to the one you'd expect. If you still don't recognise it, you can challenge the transaction by calling 0330 123 2511 between 9:00am and 5:15pm, Mon to Fri.

What happens if the credit card limit is exceeded?

You may be charged if you exceed your credit limit. Please see your Terms & Conditions. If your credit limit is exceeded, you will not be able to make any further purchases.

Chip & PIN

Will I get a different PIN with a replacement card?

If you have requested a replacement card because your old one was damaged, it will have the same PIN as your old card. If your replacement is due to your old card being reported lost or stolen you will be issued with a new PIN.

What if I forget my PIN?

The cardholder will need to telephone Customer Services on 0330 123 2511 (Mon - Fri 9am - 5:15pm) who will arrange to send a PIN reminder.

Should I tell anyone what my PIN is?

Your PIN should only be known by yourself - our advisers will never ask you for your PIN.

How many attempts do I have entering the PIN before it is blocked?

Three attempts.

When do I not need my PIN?

Either when using the contactless functionality or 'swiping the magstripe' in the card reader.

When should I swipe?

You should only 'swipe' the card to either obtain Discount Diesel or if you are at a place that does not use Chip and PIN functionality, for example, in certain foreign destinations.

If the Point of Sale (POS) terminal offers a choice of payment what should I choose?

If you are making a fuel purchase at an Allstar site please select 'Allstar', if you are purchasing non fuel products then select 'Allstar Visa'.

Complaints

How do I make a complaint?

We do everything we can to provide you with the best service possible, but occasionally we may not live up to your expectations.

To share a complaint with us, please give us a call on 0330 123 2511. Alternatively, email us at allstarplus@allstarcard.co.uk.

So we can resolve your complaint as quickly as possible, please give us:

1. A description of your concern or complaint (including any relevant reference numbers)

2. What you'd like us to do to put things right

3. When the best time is for us to contact you and on which number

What can you expect from us once we receive your complaint?

Once we receive your complaint, we’ll try to resolve it as quickly as we can and keep you updated throughout our investigation. We’ll :

  • send you a letter letting you know we have received your complaint 
  • give you the contact details for the person who is dealing with your complaint 
  • keep you up to date with any progress we make 
  • send you an update if your complaint isn’t resolved within 15 days and tell you when we expect to finish our investigations 
  • contact you with a final response after 35 days if it’s still not resolved, or send you a status report if we experience issues when resolving your complaint that are outside of our control.

If at any point you’re not happy with how your claim is being handled or we are unable to resolve it, you have a right to complain to the Financial Ombudsman Service (only if your complaint is in relation to a regulated (Visa) product). Details can be found at www.financial-ombudsman.org.uk

Telephone: 0800 023 4 567 
Email: complaint.info@financial-ombudsman.org.uk 
Address: Financial Ombudsman, Exchange Tower, London E14 9SR

Account Servicing

When my card arrives can I start using it straight away?

When your new card arrives you will need to activate it. This can be done by calling us on 0330 123 5211 between 9:00am and 5:15pm, Mon to Fri.

How long do I have to activate my card?

There is no time limit, the card will not work until it has been activated.

What is ID&V?

ID&V stands for Identification & Verification. This means we will ask for the card holder or business representative when calling customer services. You will be asked some security questions to ensure we are speaking to the correct person.

Can the Business Representative activate a card?

Yes, after the identification and verification has taken place.

Can I activate my card over the phone?

Activating your card over the phone, just give us a call on 0330 123 2511 between 9:00am and 5:15pm, Mon to Fri.

What is Address Verification Service (AVS)?

The Address Verification Service ensures an online transaction can be verified against the address of the card holder.

How do I set up spend limits and rules?

Each card will have spend limits using a matrix where a card is set to bronze, silver or gold levels. Additionally, certain spend categories can be set to no so the card user cannot make this type of purchase. For more information please see the spend matrix.

What are spend limits and rules?

Each card will have spend limits and rules on what the card can be used for. For further details, please speak to your business representative.

What if I want to change my spend limits?

A cardholder should contact their business representative to change or add spend limits.

How can spend limits be changed?

The business representative can change the spend limits by calling customers services on 0330 123 2511 between 9:00am and 5:15pm, Mon to Fri.

What is my credit limit?

The credit limit will be determined at account level, however each card may have spend limits set by your business representative.

How do I know if I am near my credit limit?

You can view your credit limit and balance by logging on at www.allstaronline.co.uk.

How do I change my account details, such as my address, my contact details or my security information?

Please call our Customer Service team on 0330 123 2511 between 9:00am and 5:15pm Mon to Fri.

How can I increase or decrease the total credit limit of our account?

If you wish to change your account credit limit please send a request into credit.risk@allstarcard.co.uk. We will then review your account.

Who is my business representative?

The person who looks after your card account - this will normally be the person we send your company statements to. Your business representative could also be one of your organisation's authorised signatories.

What spend categories are available on an Allstar Plus Card?

The following spend categories are available: Fuel, Service, Maintenance & Repair; Parking, Tolls & Congestion Charge, Trade; Travel; Vehicle Rental; Dining; Flights; Hotels; Office Supplies; General Stores.

What types of Merchants fall into 'General Stores'?

This includes department stores (e.g. Marks & Spencer), Supermarkets (e.g. Tesco) and Bakeries (e.g. Greggs)

What fuel stations can I use?

Not only can you use the entire Allstar network that covers 95% of the UK, you can use Allstar Plus at any station that accepts Visa. Please note that if a fuel station is not part of the Allstar network we will not be able to provide the line item detail for that transaction.

Can I make purchases abroad?

We have two Allstar Plus cards, one for UK only use, where you will also benefit from Discount Diesel and one for International use. As some countries do not use Chip & PIN the swipe functionality has to be set up for this purpose rather than for Discount Diesel.

Can I purchase items such as food in the garage forecourt?

This is possible by selecting a fuel purchase option with 'Shop' included in the cardholder set up form.

What types of Merchants will I not be able to purchase in?

To reduce 'employee misuse' and fraud we are not allowing purchases from a number of categories and Merchants, these include Amazon and Ebay.

General

What is a CVV number?

The CVV Number is a 3 digit code found on the signature strip on the back of your card. This is required for transactions where the card is not present. CVV numbers are not your PIN. You should never enter your PIN when asked to provide a CVV number.

What is a PAN?

This is an acronym for Primary Account Number, i.e. the 16 digit card number, you should never send or provide us with the full PAN.

What is a 'Card Not Present' transaction?

These are transactions that are made over the phone or online, where the card holder is not physically present to authorise the purchase.

What extra information may be required when conducting a 'Card Not Present' transaction?

The card holder may need to confirm the registered address for that card and the last three digits of the security code (CVV).

How do I know the registered address for the card?

Although a card can be delivered to a personal address or the registered business address, when completing an online transaction the registered address will be the registered business address.

I cannot find the answer I am looking for?

For any queries please contact: 

By Email allstarplus@allstarcard.co.uk 

By Phone,  call our customer service team on 0330 123 2511, or from abroad +44 (0) 1793 888840, between 9:00am and 5:15pm, Mon to Fri.

Lost/Stolen

What if I lose my card or it is stolen?

You must inform us as soon as possible by calling 0330 123 2511, or from abroad +44 (0) 1793 888840, to ensure we can block the card from any fraudulent use. You may be liable for transactions until you have advised us.

Payments

How much of my bill do I have to pay?

You are required to pay the full balance each month by Direct Debit.

How do I keep track of my employees' spending?

A monthly statement shows the transactions for each card in detail. Card spend reports can be run at any time online at both account level and cardholder level.

How do I access card spend reports?

Log into your online account at www.allstaronline.co.uk and select 'Spend Summary'. There are a number of standard reports available by date range.

I require a more detailed report?

If you require a more detailed report, for example to include spend category groups please contact our Customer Service team on 0330 123 2511 between 9:00am and 5:15pm, Mon to Fri to discuss.

What will happen if I don't pay within 30 days?

If your balance remains outstanding after this time, the amount will be registered as a debt with a Credit Reference Agency. Your credit records may be affected, which could make it harder or more expensive to borrow again and we may stop further card usage.

What are cardholder purchase services?

These are purchase categories which can be restricted or open and available for the card holders to use on the card. For example, with Travel it will allow or restrict a card holder to purchase a train ticket.

Why has the transaction been declined (not authorised)?

There a number of reasons why a transaction may be refused for payment. The business representative can contact our Customer Service team on 0330 123 2511 between 9:00am and 5:15pm, Mon to Fri to obtain the specific reason.

What will happen if i do not pay on time?

Unless otherwise agreed by Allstar, you will not be able to make any further purchases with your card.