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Frequently Asked Questions

Section 1 - Account

• ​How do I register for the Customer Portal?
  To get access to our Customer Portal, you need to complete a sign up process that includes receiving an invitation email from our Customer Service team. To register your interest, please contact us through one of the methods below.
  • Complete the registration form
  • Call us on 0800 383 566
  • Email [email protected]
• How do I set up my account?
  You will receive an invitation email from our Customer Support team with a link to complete your account set up. Keep your phone handy as you will need to complete a Multi-Factor Authentication registration as part of the set up. This is so we can keep your account secure.
• What information do I need to set up my account?
  You’ll need your contact details, your customer number and a valid email address. For added security, we will also ask for secondary verification such as your mobile phone number to complete your setup.
• How do I log in for the first time?
  After completing registration, go to my.alliedpetroleum.co.nz and enter your username and password. Multi-Factor Authentication (MFA) is compulsory for all users so make sure you have your phone handy.
• What should I do if I forget my password?
  Click on the “Forgot password?” link on the login page, and follow the instructions to reset your password. You’ll receive an email with a reset link or code for verification.
• How do I access the Customer Portal from my mobile device?
  Once you’ve set up your account, you can save a shortcut to my.alliedpetroleum.co.nz using the internet browser on your Android, iPhone or iPad home screen so you can easily access it when needed.
  • Open the internet browser on your device (e.g. Google Chrome, Safari).
  • Go to my.alliedpetroleum.co.nz
  • Tap the share icon in the menu bar.
  • Scroll down the list of options, then tap ‘Add to Home Screen’.
  • To make it easier to find on your home screen, edit the name of the shortcut then tap ‘Add’.

Account and profile management

• How do I update my account information (e.g., contact details)?
  After logging in, go to your profile (top right in the header). Here, you can update your contact details, and communication preferences. Be sure to save any changes before exiting. If there are any details you can’t update please log a support ticket in the portal and our team will make these updates for you.
• Can I add additional users to my business account? If so, how?
  Yes, if you have Admin access you can add users and determine their level of access. To do this you need to:
  1. Go to "Users" from the home page and click "Add new user."
  2. Input the new users email and determine what access level (permissions) they should have.
  Once you have completed these two steps, the new user will receive an invitation email asking them to set up their account profile. If you don’t have permissions to add a new user, please log a support ticket and our team will assist you.
• What permissions do additional users have?
  Additional users can have varied access based on assigned roles. This access could allow them to do things like:
  • Place bulk fuel order
  • Manage fuel cards including ordering new ones and cancelling cards
  Accessing reporting and downloading invoices. Admin users can adjust these permissions in the “Users” section.

Fuel orders

• How do I place an order for fuel?
  Go to the “Orders” section and select "Order", or click the “Order now” button from the top navigation. Follow the prompts to choose your product, specify quantities, and confirm delivery preferences. Submit your order, and you’ll receive a confirmation.
• What if my delivery address is not showing or if I want to change my delivery address?
  You can add a new delivery address in the Customer Portal. Simply tick the ‘Can’t find your address?’ box and fill in the new delivery address details.
  
  Once you have submitted this, we check the address with our driving team to ensure we can deliver to you. Once the address is approved on our end, it will appear in the address list, ready for your next fuel order.

Fuel card management

• How do I manage fuel cards?
  You can now manage both your Allied fuel card, as well as your Mobilcard within the Customer Portal.
  
  In the “Fuel cards” section, select the card you wish to manage, you will be able to “Reset pin”, “Block” or “Cancel” the card. Changes will take effect within minutes.
• How can I monitor usage and spending on each fuel card?
  Access the “Card transactions” report under “Reports”. Here, you’ll find detailed usage reports by card, including transaction amounts and locations, helping you keep track of expenses.
• What should I do if a fuel card is lost or stolen?
  Immediately go to “Fuel cards” select the affected card, and select the “Cancel” option. This deactivates the card to prevent unauthorised use. You can then request a new card.

Reporting

• Where can I find my invoices?
  Invoices are located under “Reports”. Select “Invoices” to view, download, or print any past and current billing documents.
• Can I view my transaction history?
  Yes, your company's transaction history is available under “Reports” in the “Transaction History”. You can:
  • Filter by date
  • View details
  • Download statements and invoices

Support tickets

• What is the Support tab for?
  You can now open and track support tickets within the Customer Portal, giving you a direct communication line with our team. You can log a support ticket and then use the comment field to talk to us.
• If I have an issue or query with any of our products and services?
  Log a support ticket in the Customer Portal under the Support tab or email us at [email protected]

Security and access

• What security measures are in place to protect my data?
  Our Customer Portal uses Microsoft Dynamics' enterprise-grade security, including identity verification, multi-factor authentication, and secure encryption. Regular audits ensure compliance and data protection.
• Who can I contact if I suspect unauthorised access to my account?
  Contact us immediately by either calling 0800 383 566 or emailing [email protected] if you notice any suspicious activity. Our team will help secure your account and assist with any necessary follow-up.

Troubleshooting and support

• What should I do if I encounter an error while using the Customer Portal?
  First, try refreshing the page or clearing your browser cache. If the issue persists, log a support case in the Customer Portal or contact our support team at [email protected]. Providing a screenshot and details of the error can help us resolve it faster.
• Who can I contact for technical support?
  Our support team is available via email [email protected] or phone at 0800 383 566. They can assist with troubleshooting and can escalate issues as required.
• How do I provide feedback or suggestions about the Customer Portal?
  We value your input! Log a support ticket in the Customer Portal and select customer feedback or contact our support team at [email protected]