Last Updated: 27th March 2020

You will have seen there is much uncertainty around the impact of Coronavirus (COVID-19) and as your fuel and expense management provider we are committed to supporting you and your business.

We are doing everything we can at the moment to ensure that we are continuing to deliver our usual service to you and want you to be aware that you can:

In response to Government advice, we have already taken a number of steps to look after the health and wellbeing of our employees and reduce the potential for spreading COVID-19. In particular following Government guidelines our employees are not travelling for business, employees travelling to high risk countries for personal reasons are undergoing 14 day self-isolation and where possible employees are working from to home to reduce any risk of potential spread of the virus. As a result our response times may on occasion be slower than usual.

We will continue to follow advice from the World Health Organisation (WHO), Public Health England (PHE) and The Foreign & Commonwealth Office (FCO) in the UK, and will communicate further as the situation develops.

Coronavirus FAQs

We know things are uncertain at the moment, so we want to reassure you that we’re here to continue to support your businesses. We’ve listed out some of the questions are customers are asking us and we’ll keep this page updated regularly as new advice is provided.

1. Payment and account queries

Q - Can I cancel my Direct Debit and pay by BACS or Faster Payments instead?

A – No, your business does need to have a live direct debit in place. If you cancel your direct debit, we’ll need to temporarily suspend your account until the direct debit is back in place

Q - I don’t think that I will be able to pay my bill. What do I do?

A - Please get in touch with us by phone as soon as you can – we’ll discuss different options with you. In the meantime, please don’t spend on your card(s).

Q - Can I increase my credit limit?

A - We’ll consider each request on an individual basis. We’ll need to ask you some questions about your business, finances and who you trade with. In some circumstances, we may ask you to pay a security deposit to support the increase.

Q – If I’ve had to cancel bookings, arrangements or services, paid for on my Allstar Visa card can I get a refund from Allstar?

A - It’s important to know your rights and where to turn should you request a refund for purchases on your card. First, approach the merchant through which you bought the goods, then if needed, check any insurance policies in place. If the merchant has gone bankrupt, contact the administrator to obtain a refund. If this is unsuccessful, then please contact us with details of your attempt and we will seek a refund from Visa on your behalf. Please note that Section 75 of the Consumer Credit Act does not apply to Allstar Visa cards.

Q – Can I pay by contactless on my Visa card?

A – Yes, our Allstar Visa cards are contactless enabled, which makes it easier to make payments less than £30 in-store (please note that fuel cannot be purchased via contactless). Due to recent changes to the scheme rules, on every fifth contactless transaction, a PIN will need to be used so do ensure all your employees know their PIN. If an employee has forgotten their PIN, a new one or a reminder can now be requested via Allstar Online.

From 1st April, some cards and merchants will now accept contactless payments for up to £45. New limits will take some time to be introduced across all retailers and cards and, at this moment, the limit for Allstar Visa Cards will remain at £30.

Q – I'm concerned about potential fraud on my account. What should I do?

A – There may be a rise in fraudsters trying to take advantage of the current situation, so please be aware that we will never call you asking for your full PIN, password or payment details. If you are ever concerned about your account please contact us. Remember, keep your PIN safe and don’t write it down. If you think your PIN has been compromised, please either use Allstar Online or call us immediately on 0370 419 5165 so we can issue you with a new PIN and card.

2. Card permission and usage queries

Q – How can I ensure my Visa cards are set up for certain merchant categories only?

A – You can manage spend categories and limits for each card via Allstar Online. Check to ensure your card(s) are enabled for online purchases if you now wish your employees to be able to purchase online.

Q – Can I use my Allstar Visa cards to purchase goods and services online?

A – Yes. Should your business want them to, all our Visa cards can be used for online purchases, backed by the latest fraud prevention tools such as Verified by VISA. You can check and change permissions for each card using Allstar Online.

We may occasionally have to send a One-Time-Password (OTP) to a cardholder to complete the transaction. Please ensure you have registered an email address for each cardholder via our Customer Service team.

3. Service queries

Q - How are you mitigating the risk to downtime in your services?

A - We are doing everything we can at the moment to ensure that we are continuing to deliver our usual service to our customers. Keep yourself up-to-date on our product and services using this page.

Q - What’s the best way to manage our account during this time?

A - The fastest way to manage any general requests on your account at this time is through Allstar Online, which gives you 24/7 access to:

• Order new and cancel existing cards

• Viewing HMRC-compliant invoices, Visa statements and card transactions

• Activate your Allstar Visa cards and much more

Q - Do you foresee any issues with your fueling network?

A - We are not experiencing any reduction in the availability of our fuelling network so you can be confident your Allstar cards should work as normal.

4. Government support and information for businesses

Q – How do I find out about the support being provided by the Government?

A - For any customers wanting more general business support during this time, the Government have provided a range of guidance here. There are many other useful resources to access such as the support and advice available via the Federation of Small Businesses (FSB) here and also more details about the new ‘Coronavirus Business Interruption Loan Scheme’ (CBILS) here.

5. General Information

Q – Will the Ultra-Low Emission Zone (ULEZ), Congestion and Low Emission Charges in London still apply during the current restrictions on travel?

A - TfL has suspended all road users charging schemes to help critical workers at this time. This is in operation from Monday 23rd March until further notice. More information can be found on TfL's website.