FAQ

 

Useful information prior to becoming an eni payment card customer

 

Important information if you are already an eni payment card customer

 

Answers

  • How many eni payment cards are there today?

    Eni commercialises three different payment cards aimed at three different types of business customers: multicard, multicard easy and truckpass24.
  • Who can become a multicard customer?

    All companies that have a fleet of at least 3 cars and/or vans or that own a heavy vehicle (weighing above 3.5 t).
  • Who can become a multicard easy customer?

    Multicard easy is designed for legal or physical persons with a VAT registration number that have been registered with the Italian Chamber of Commerce for at least one year, and that own even a single car (or van).
  • Who can become a truckpass24 customer?

    Truckpass24 is designed for companies with fleets of heavy vehicles that wish to benefit from a specialised network in Italy at particularly advantageous conditions.
  • How can I request an eni payment card?

    For all the necessary information, contact the multicard service centre at 199.79.79.79 (email address centroservizi.multicard@eni.com). For multicard easy, the relevant dedicated number is 199.898.898 (email address servizio.easy@eni.com).
  • Can a payment card be requested for a vehicle intended for private use?

    No, the issue of the card cannot be requested for a vehicle intended for private use. The owner must use the vehicle for purposes other than private use and, pursuant to the law, these are presumed if the vehicle is owned (also by means of finance lease – car lease) by a legal person (commercial company, partnership, associations, etc.) or physical person (sole-proprietorship company), provided that the latter have a VAT registration number and have been registered with the Chamber of Commerce for at least 1 year. The exception applies to non-commercial associations or foundations, which must have a VAT registration number and be registered in the Register of Legal Persons.
  • Can payment cards be requested for camper vans?

    No if the Camper Van is a private vehicle, yes if the Camper Van is registered in the name of a company or firm (which may own or lease the vehicle).
  • Can payment cards be requested for motorbikes?

    No, the cards cannot be requested for motorbikes and mopeds.
  • Are any costs associated with eni payment cards?

    Yes, upon stipulation of the contract, the customer is required to pay the membership fee to eni adfin – the issuer of eni payment cards.
  • How many payment cards can be owned?

    Each card is normally linked to a single vehicle, therefore one card for every vehicle owned.
  • Is every payment card linked to a vehicle or driver?

    The cards are normally linked to a vehicle and bear the latter's plate number.
  • Can a payment card be requested without the vehicle’s plate number indicated?

    In order to issue fiscally valid invoices, each card must bear a vehicle plate number. In special cases and in consideration of this limitation, it is possible to request cards by providing the user’s name only.
  • Can the card be used for effecting payments relative to a vehicle with a different number plate to that indicated on the relevant card?

    No, each card linked to a vehicle must be used exclusively for settling purchases relative to the vehicle for which it was issued.
  • Which types of PIN exist?

    There are 2 types of PIN, namely one linked to the card number and one associated with the driver code.
  • Can a payment card be requested solely for use in the national territory?

    Yes, upon stipulation of the contract you may request a card valid for use solely throughout Italy.
  • Can eni payment cards be used overseas as well?

    Currently, only multicard is available in the international version. If the international version is requested upon stipulation of the contract, multicard can be used in Italy and in all petrol stations of the Routex consortium, present in other 29 European countries.
  • What petrol stations accept eni payment cards? How can I identify them?

    In Italy, eni payment cards are accepted by the 4,400 petrol stations of the eni/Agip network that display the MULTICARD sign. In Europe, the multicard international version is accepted in 29 countries – Italy included – by some 18,000 petrol stations of the eni/Agip, Aral, BP, OMV and Statoil brands, identified by the ROUTEX sign.
  • Besides fuel, how can I use the payment cards to purchase lubricants, accessories and car washing services as well?

    You must request the issue of payment cards valid also for paying services available inside the petrol station. This option can be selected by indicating the appropriate “service code” when stipulating the contract.
  • Is a different PIN required for effecting transactions at self-service points?

    No, the same PIN is used.
    In order to use the card at self-service points, you must be enabled for outdoor services. Activation can be requested when stipulating the contract.
  • Which cards are valid for paying on road services (ORS)?

    All eni payment cards – regardless of the “use code” that specifies their range of use in petrol stations – are valid for paying on road services (ORS).
  • Can eni payment cards be used to pay tolls on Italian motorways?

    No, eni payment cards cannot be used to pay tolls on Italian motorways.
  • Do eni payment cards have a maximum daily expense limit?

    Yes, each card has a daily limit depending in the type of vehicle. This limit must not be exceeded by the holder.
  • Can eni payment cards be used to obtain a cash advance?

    No, this type of use in not allowed.
  • Is there a maximum limit for using all payment cards held by a single holder?

    Yes, there is a maximum limit relevant to the period (for example, half-month) based on the credit limit extended to the customer upon stipulation of the contract.
  • Does the eni invoice replace the fuel expense sheet?

    If the payment cards specify the vehicle’s number plate, the eni invoice – which contains details of the individual transactions performed for each card – is valid for accounting and tax purposes and replaces the fuel expenses sheet. As well as being individually indicated in each invoice, purchases are also grouped into products and services, net costs and VAT charges.
  • What is the best way to store the card and PIN?

    As specified in the Terms and Conditions, the Holder is required to store and use the card and PIN with the utmost diligence. Below are some useful suggestions for avoiding undue use of the card and/or PIN:
    • Store the card and PIN with care and always separately from one another.
    • Regularly check that the card and PIN are held by the Holder or persons authorised by the latter.
    • Ensure that persons not authorised by the Holder do not use the card and/or PIN.
    • Ensure that the card is used under your supervision and that it is duly returned to you after every use.
    • Avoid revealing the card’s data to third parties not authorised by the Holder.
  • How can I manage to keep the PIN secret?

    • Destroy the PIN notification document or store it safely.
    • Avoid writing the PIN on the card or on documents that can be traced to the card or vehicle linked to the card.
    • Avoid storing the PIN on documents or other means normally kept with or near the card.
    • Avoid revealing the PIN to anyone not authorised by the Holder.
    • Always enter the PIN personally and adopt any possible precaution to prevent third parties from observing you whilst using it.
  • I have forgotten/lost my PIN. How can I retrieve it?

    If you have lost or forgotten your PIN, you may request the multicard service centre to send you a duplicate.
  • The payment card has been blocked due to incorrect PIN entered. How can I unblock it?

    Simply contact the multicard service centre to request the restoration of the incorrect attempts.
  • I have lost the payment card, what must I do?
    My payment card has been stolen, what must I do?

    You must immediately request the card to be blocked: dial 199.79.79.79 for multicard and truckpass24 and you will be diverted to the multicard service centre, while for multicard easy, dial 199.898.898 that diverts you to the multicard easy service centre. Both numbers are active 24 hours a day, every day. You must then report the theft/loss to the competent authorities and send us a copy of the report. Moreover, in the notification you must specify whether you request the card to be reissued. ONCE BLOCKED, THE CARD CANNOT BE REACTIVATED AND MUST BE REISSUED.
  • The payment card has demagnetised/deteriorated, what must I do?

    You must signal the occurrence by sending a fax or email specifying the card number, vehicle number plate and date of expiry of the deteriorated card. For multicard and truckpass24, the notification must be sent to the multicard service centre fax number +39 06 59887385, or to the following email address: centroservizi.multicard@eni.com. For multicard easy, the notification must be sent to the multicard easy service centre fax number +39 06 59887710, or to the following email address: servizio.easy@eni.com. The card will be reproduced with the same features as the deteriorated version. Our service centres will also ensure that the deteriorated card is blocked on the various systems.
  • I have found my lost payment card, what must I do?

    A lost payment card that has been blocked cannot be reactivated. Also in this case you must request a new card.
  • I have received the payment card that replaces the demagnetised/deteriorated card, does the PIN remain unchanged?

    No, if you have chosen a different PIN for each card.
    Yes, if you have chosen a different PIN for each driver.
  • Can I use the payment card that has been found again?

    No, you cannot use it because it has been permanently blocked.
  • Can I block the payment card temporarily?

    No, the cards cannot be blocked on a temporary basis.
  • I have not received the invoice. How can I request a copy?

    You can request a copy of the invoice by sending a fax or email to our service centres and specifying the date of issue of the requested document: for multicard and truckpass24, the request must be sent to the multicard service centre fax number +39 06 59887385, or to the following email address: centroservizi.multicard@eni.com. For multicard easy, the request must be sent to the multicard easy service centre fax number +39 06 59887710, or to the following email address: servizio.easy@eni.com. If you have an email address, you will receive a copy of the invoice directly in PDF format.
  • I received the Operations Summary together with the invoice. What is it?

    The Operations Summary is a document issued by eni adfin that summarises - for the relevant period and based on uniform entries – all purchases effected and services used with the card, including the relative commissions linked to the services, in addition to the documents issued by eni and eni Benelux B.V., with the details of the effected transactions.
  • I received the Statement together with the invoice. What is it?

    The Statement is a document that outlines – in an analytical manner – the financial situation of the Holder with regard to the Issuer (eni adfin), and indicates the details of all elements comprising it (amounts credited to the Issuer and amounts charged to the Holder following use of the card, in addition to charges for any arrears interest, fees and various expenses associated with management of the contract).
  • I have lost the receipt of a transaction. How can I request a copy?

    To request the copy of a voucher, you must:
    • Send the copy of the invoice in which the voucher was computed via fax or email to our service centres (refer to the previous answer for the relevant addresses/numbers).
    • Highlight – on the invoice sent – the details of the transaction relative to the missing voucher.
    If you have an email address, you will receive a copy of the voucher directly in PDF format.
  • How can I increase the half-month expense limit?

    In order to modify the half-month expense limit, you must send a request via fax or email to our service centres (refer to the previous answers for the relevant addresses/numbers) and indicate the new limit.
  • How can I increase the daily expense limit of the payment cards?

    In order to modify the daily expense limit, you must send a request via fax or email to our service centres (refer to the previous answers for the relevant addresses/numbers) and indicate the new limit.
  • What happens when the payment card expires?

    Roughly 3 months prior to the card’s expiry date, the customer receives the list of all active cards and is asked to verify the list and notify any necessary corrections to the data. All requests for data correction and cancellation must be received by our service centres within the 10th day of the month following that of receipt of the list.
  • I have received the renewed payment cards, when will I receive the PINs?

    The renewed cards operate with the same PIN as the expired cards.
  • Can I throw away the expired payment cards?

    Expired payment cards that have been renewed must be cut up and thrown away. Also expired payments cards that have not been renewed must be cut up and thrown away.
  • I no longer have the relevant vehicle (decommissioned/sold/scrapped), what must I do?

    You must notify our service centres via fax or email (refer to the previous answers for the relevant addresses/numbers) and specify the number of the card linked to the vehicle, the latter's number plate and date of expiry of the card. The service centre will then block the card.
  • I have replaced the vehicle. What must I do to obtain the payment card with the new plate number?

    You must notify our service centres via fax or email (refer to the previous answers for the relevant addresses/numbers) and specify the number of the card linked to the decommissioned vehicle, the latter's number plate and date of expiry of the card. You must also indicate the new vehicle’s number plate, type of vehicle, type of fuel and use code (60-61-62-63-64 or 65). The service centre will block the card linked to the decommissioned vehicle and issue the new card.
  • I have a new vehicle. How can I request an additional card for the new vehicle?

    You must notify our service centres via fax or email (refer to the previous answers for the relevant addresses/numbers) and specify the new vehicle's number plate, type of vehicle, type of fuel and use code (60-61-62-63-64 or 65). The service centre will then issue the new card.
  • Non ho trovato la domanda che cercavo

    Contact us directly:

    multicard service centre

    telephone number:

    199.79.79.79

    e-mail:

    centroservizi.multicard@eni.com

    fax number:

    06/5988.7385

    multicard easy service centre

    telephone number:

    199.898.898

    e-mail:

    servizio.easy@eni.com

    fax number:

    06/5988.7710

    Cost of each phone call:

    from a landline, maximum 14.26 cents/minute + 6.19 cents as connection charge;
    from a mobile phone from 24.17 to 48 cents/minute + from 12.4 to 15.49 cents/minute as connection charge, depending on the operator