ABC mobile FAQ

1 GENERAL
2 DEPLOYMENT
3 FOOD ADVANCE ORDERS AND PAYMENT
4 FILLING UP
5 MONITORING YOUR FUEL CONSUMPTION WITH ABC-MOBIILI
6 CAR WASH
7 PAYING
8 PROBLEMS
9 NEW PAYMENT SERVICES DIRECTIVE, STRONG CUSTOMER AUTHENTICATION AND THEIR EFFECT ON THE ABC-MOBIILI APP

 

1 GENERAL

1.1 What is ABC-mobiili?

 ABC-mobiili is the ABC chain’s own mobile app that makes everyday life easier for drivers. The app can be used to pay for fuel and car washes at ABC service stations. The buffet and a la carte menus of ABC service stations can also be viewed with the app. Customers can use the app to order a la carte dishes and to pay for them in advance at selected ABC service stations. In addition, the app can be used to monitor the average fuel consumption of one car and to view the selection of services at each ABC service station.   

1.2 How can I change the language settings of the ABC-mobiili application?

ABC-mobiili is available in Finnish and Swedish. You can find the language settings in the ‘Minä’ menu. 

1.3 What is the ABC mobile fill-up?

Mobile fill-up offers an easier, quicker and more convenient way to fill up your car, as you can pay using your smart phone. There is no need to insert your PIN or reach for your payment card, as the payment will be charged from the Visa, Master Card or S-Business card linked to the ABC-mobiili app. You can use the ABC app as a method of payment at almost all ABC stations. 

1.4 What is the ABC mobile car wash?

The mobile car wash is an easier, quicker and more convenient way to wash your car, as you can pay for it with your smart phone. There is no need to insert your PIN or reach for your payment card, as the payment will be charged from the Visa, Master Card or S-Business card linked to the ABC-mobiili app.  

You can buy mobile car washes one at a time or, if you want to save money, as car wash products containing a series of three or five washes.

 1.5 What is an ABC mobile order?

Mobile order is a new, fast and easy way to eat at an ABC service station. You can pay and order à la carte dishes or ABC Burger meals to be prepared at the time and the ABC service station of your choosing with your mobile phone. The payment will be charged to the Visa or MasterCard linked with the app. Once you arrive at the ABC service station, all you need to do is to find a table or a pick-up parking space outside the station and enter the table number in the app. Your order will be served in just a few minutes.

2 DEPLOYMENT

2.1 How do I start using ABC-mobiili? Do I need to pay for the service?

ABC-mobiili is a free mobile app that includes mobile car wash and mobile fill up functions. You can download the ABC-mobiili app from the App Store or Google Play, depending on your device’s operating system. You can find the app by performing a search with the keywords “ABC-mobiili”.

If you are a co-op member, log in to the service by using your online banking codes or your S-Code. This way, you can accumulate Refuelling Bonus from a mobile fill-up and Bonus from car washes and food orders made via the app. After registering, you can link your Visa, MasterCard or S-Business card with the app. Paying with an S-Etukortti card also grants you a payment method related benefit.

2.2 Why am I unable to add my payment card (debit/credit) to ABC-mobiili? 

Please see the list below for the most common reasons for users not being able to add payment cards in ABC-mobiili.

  1. Online payments must be enabled for the card. You can check and change your card settings in your online bank or by contacting the bank that issued the card.
  2. When you add a debit card by inserting the number on the back of the card in the lower left corner, please note that the three separate numbers on the row are used as the CVV2/CVC2 security code.
  3. When you add a credit card by inserting the number on the front of the card, please note that the three numbers located on the back of the card near your signature are used as the CVV2/CVC2 security code.
  4. When you add a card to your ABC-mobiili account, a preauthorisation charge of €0.01 is made on the card that is immediately cancelled. However, your account must still have that amount when the preauthorisation is made.
  5. The card must be currently valid.

2.3 How do I turn the PIN inquiry on? 

Choose the option “Tunnistautuminen” (Identification) on the tab “Minä” (My Profile) of the app. You can choose to confirm your payments with your PIN, fingerprint or face recognition (currently only with Apple Face ID). 

2.4 How does the mobile fill up with ABC-mobiili app work? 

As you open the app, it will automatically recognise the station you are at by using your device's location. Drive up to the nearest fuel dispenser and choose the corresponding pump number displayed on the app. The payment is performed using the payment card linked to the app. After the payment has been confirmed, you can start filling up. This means you can take care of the whole payment transaction quickly and conveniently sitting in the comfort of your own car. You only have to leave the car for the duration of the fill up itself. 

If you are at a station, and retrieving the location data is taking longer than usual, the app will open the ABC section instead of the station pump display. When the location data has been retrieved, a button with the text “Olet asemalla” (You have reached a station) will be displayed on top of the ABC section. You can access the pump display directly by tapping on the button. You can also view stations nearby using the map in the ABC section or the station list displayed with the “Hae” (Search) function. 

2.5 How does the mobile car wash with the ABC-mobiili app work? 

ABC-mobiili will automatically identify the ABC station using the location of your device.

2.5.1 An individual car wash

Select the ‘Pesu’ (Wash) function and then the appropriate wash program in the list displayed in the wash buying view. Select one item of the wash program. Pay for the wash when you reach the payment terminal and your turn is next. When the car wash facility door opens, drive in and follow the instructions provided at the facility.

2.5.2 Multiple car washes

Select the ‘Pesu’ (Wash) function and then the appropriate wash program in the list displayed in the wash buying view. Select three or five items of the wash program. Pay for the wash when you reach the payment terminal and your turn is next. When the car wash facility door opens, drive in and follow the instructions provided at the facility. One of the purchased washes is used immediately during the purchase, and the ‘Käytä pesu’ (Use Wash) view displays two or four unused washes.

2.6 How does a mobile order work in the ABC-mobiili app? 

The ABC mobile app will automatically identify the ABC service station using the location data from your phone. Choose the ‘Ravintola’ (Restaurant) function and then choose ‘Aloita mobiilitilaus’ (Start Mobile Order). You can also choose ‘Osta ravintolasta’ (Buy at restaurant) or ‘Osta ABC Burger’ (Buy ABC Burger) on the home screen of the ABC mobile app. This directly opens the restaurants closest to you.

Select the dishes you want to order from the menu. You can find more information on each dish by selecting its name. Order dishes by selecting ‘Lisää tilaukseesi’. You can also add dishes to your order by selecting their price. To finalise your order, select ‘Näytä tilaus’. 

The function for customising the dishes you have ordered is explained in more detail in sections 3.8–3.10.

More information can be found in the ‘Ohjeet’ section of the app that can be found in the upper right corner of the ‘Tee tilaus’ and ‘Tilauksesi’ screens.

2.7 Can I use the app without creating an account?

You can access all features of ABC-mobiili app only by creating an account. 

2.8 Can I use the app on any mobile device?

You can use the app with smart phones. It supports iOS 10 and Android 5.0 as well as later updates. 

 

3 FOOD ADVANCE ORDERS AND PAYMENT

3.1 Can I place advance orders via ABC-mobiili throughout the service station’s opening hours?

Pre-ordering food is possible within the times indicated as for mobile ordering in the service station’s data for stations that offer the food pre-order service. Orders are only accepted for the same day. It is not possible to pre-order in advance for the following day.

3.2 Which restaurant products can be ordered via ABC-mobiili?

For the most part, the selection is the same and includes à la carte dishes, ABC burgers and pizzas.

Please note, the selection of ABC burgers and pizzas may vary between stations. Pasta dishes cannot be ordered via ABC-mobiili.

3.3 Can I pay for the buffet via ABC-mobiili?

Yes, you can.

3.4 How can you cancel an order?

A mobile order is always binding. Sometimes something unpredictable happens, and you need to cancel your order. In such a situation, you should call the service station to cancel your order as soon as possible. The phone number of each station can be found in the order confirmation you receive in your app. Refunds for cancelled orders are always considered on a case-by-case basis.

3.5 Are food advance orders via ABC-mobiili also available for groups?

At the moment, the maximum group size per order is 9 people. Larger groups are instructed to place their orders using the existing channels: email, the order form on the website or by phone. Reservations for groups larger than 9 people on the same day should always be made by phone.

3.6 How do you pay for the advance order?

Your order is charged to the Visa or MasterCard (debit or credit) linked with the ABC-mobiili app.

Paying for mobile orders with an S-Business card is not yet possible.

3.7 Do I get a stamp on my ABC meal benefit card for meals purchased via the mobile app?

At the moment, you can’t get a stamp on your ABC meal benefit card for meals purchased via the mobile app. We are currently exploring the possibility of adding the meal benefit card to the app.

3.8 Can I customise my dishes in the ABC-mobiili app?

Yes. You can change the main side dish – for example, you can substitute mashed potatoes with vegetables or French fries. You can also customise dishes by deleting ingredients, for example, you can delete a sauce.

3.9 How are special diets taken into account in ABC-mobiili?

The dietary information for each dish is indicated in ABC-mobiili. Chef’s Burger meals can be ordered gluten-free. ABC Burger meals can be ordered gluten-free and/or with a soy patty.

3.10 Can I make the dishes larger?

Yes. You can add up to 10 extra patties or meat balls to your dish or add extra sauces or dips to certain dishes. You can also order a larger serving of French fries with your ABC Burger meal.

3.11 Can you make mobile food orders at all stations?

The availability of this service is indicated in the station’s information by the label “Mobiilitilaus” (mobile order).

3.12 Where do I get the receipt for my order?

An electronic receipt of your food order is automatically generated in the ABC-mobiili app like the way used for mobile refuelling and car washes.

3.13 Can I also get a paper receipt from the station?

No, you can’t. Your receipt is displayed on the History tab in ABC-mobiili.

3.14 How do I know which table my order will be served at?

Tables in the restaurant areas have a label with a number. When you arrive at the station, choose any free table and enter its number in your mobile order. This way the restaurant staff knows what table to bring your order to.

3.15 Where do I pick up the meals I have ordered via the mobile app?

Take-away orders are packed in the kitchen and delivered to a table in the same way as eat-in meals. When you arrive at the station, choose any free table and enter its number in your mobile order. The restaurant staff will bring your take-away meal to you based on this number.

3.16 What if there aren’t any free tables when I arrive at the station?

This is a rare situation. However, if it does happen, please contact the restaurant staff, and they will seat you once a table becomes free.

3.17 What if I accidentally place an order at the wrong station?

As soon as you notice your mistake, contact the station where you placed the order. Refunds are always considered on a case-by-case basis, but if your order has not been prepared yet, it will be refunded.

3.18 What do I do if I notice that I will not be able to arrive at the station in time for my order?

Contact the service station as soon as possible and let them know your new estimated time of arrival. The customer is responsible for providing a correct pick-up time. Prepared meals can be kept warm for 10 minutes after the pick-up time you have given. Meals that have been waiting for longer than 10 minutes can no longer be served, because we want to ensure the high quality of our meals.

3.19 What if I accidentally enter the wrong table number at the restaurant?

Please contact the station’s staff. 

3.20 I want to order food and pick it up from a pick-up place outside the station, what should I do?

Choose the ‘Ravintola’ (Restaurant) function and then choose ‘Aloita mobiilitilaus’ (Start Mobile Order). You can also choose ‘Osta ravintolasta’ (Buy at restaurant) or ‘Osta ABC Burger’ (Buy ABC Burger) on the home screen of the ABC mobile app. This directly opens the restaurants closest to you.

Select the dish and any drinks you want on the menu. You can find more information on each dish by selecting its name. Order dishes by selecting ‘Lisää tilaukseesi’. You can also add dishes to your order by selecting their price. Please select “Otan tilaukseni mukaan” check box. To finalise your order, select ‘Näytä tilaus’. 

The function for customising the dishes you have ordered is explained in more detail in sections 3.8–3.10.

When you arrive at the ABC service station where you ordered the dishes, find the pick-up parking spaces at the station. The locations of the parking spaces vary between stations, but they are usually located near the entrance to the station and are clearly marked. Park in a pick-up parking space and enter its number as the table number in the ABC mobile app. The dishes will be brought to you at the time you indicated.

More information can be found in the ‘Ohjeet’ section of the app that can be found in the upper right corner of the ‘Tee tilaus’ and ‘Tilauksesi’ screens.

3.21 Can I order buffet dishes to go?

Some ABC service stations offer the possibility to also order buffet dishes to take with you. The product will be listed on the à la carte menu, and you can usually select from 1–3 options. The dish will be packed in a takeaway box. You can also pick a drink for your dish.

3.22 I would like to order a dish in advance, but the dish I would like is flagged with a text in a different colour saying ‘Ei saatavilla’. What does this mean?

The dish is usually included in the menu of the ABC service station, but is unfortunately temporarily unavailable.

3.23 Can I order Arnold’s donuts to go with the ABC mobile app?

Yes, you can, if Arnold’s donuts are included in the selection of the ABC service station in question. You can check this in the ABC mobile app. You can select takeout packs with 2, 6 or 12 donuts, and in them the Arnold’s donuts you want from four flavour options. 

4 FILLING UP 

4.1 Can I use ABC mobile fill-up at any ABC service station?

Yes, the mobile fill-up works at all ABC stations in Finland. There are green info stickers about mobile payment on the fuel dispensers. 

4.2 Can I pay for the fill-up in advance?

When paying with the ABC-mobiili app, you do not pay in advance. The cost of the fill-up is charged afterwards according to the price it amounts to, just like when paying by card. 

When you pay via the ABC-mobiili app, you can set a specific sum for funds provision that will be reserved from your account. The app will notify the bank of the realised cost of the fill-up immediately after the fill-up has been completed. The bank will return the difference between the sum verified beforehand and the actual refuelling cost to your account. As a result, your account will not have any large authorisation hold in effect until the actual purchase transaction is charged. 

4.3 How do I know which dispenser to go to if I wish to fill up using the mobile fill-up?

Drive to a free fuel dispenser and check the number marked on it. All ABC fuel dispensers are numbered. In ABC-mobiili, select the number corresponding to the dispenser you are using. The fuel dispenser areas are marked with stickers to indicate the possibility of mobile payment.

4.4 Is it possible that someone else's fill-up is charged from my payment card when I am using the ABC mobile fill-up?

This is possible if you choose the wrong dispenser in the app, and someone else simultaneously starts using it. If a dispenser is already in use when selecting one, it will be displayed as occupied, and will be unavailable for selection. 

To avoid such a situation, follow these instructions: First drive to an available dispenser and check the dispenser number. Start the mobile fill-up by checking that the correct station is displayed on the app, and then choose the dispenser that you are about to use. 

4.5 What do I need to do at the dispenser to get the fuelling started?

Drive to an available dispenser as you normally do. At the dispenser, select the dispenser at which you are. When the app displays a notification stating that you have, depending from the station, two or three minutes left to start the fill-up, leave the phone in your car or put it in your pocket and start filling up as usual.  

4.6 Is the use of mobile phones allowed in fuel dispenser areas now?

For safety reasons, mobile phones should not be handled in fuel dispenser areas, since there are flammable substances present. During the actual fill-up, you won’t need your phone, so it can be left in the car.

                                              

5 MONITORING YOUR FUEL CONSUMPTION WITH ABC-MOBIILI 

In the “Historia” (History) section of the app you can view:

  1. Euros spent on fuel
  2. Fuel consumed in litres
  3. The average consumption for a single vehicle

You can view your ABC-mobiili purchase history in the app, and you can see your fuel purchases in the S-mobiili app’s ‘Historia’ section. You can also view your household’s overall Bonus accumulation in the Bonusostot section of the S-mobiili app. 

You can also monitor the fuel consumption of one car with the ABC-mobiili app. Only refuelling actions that have a meter reading attached to them are used for the fuel consumption monitoring and in the average consumption calculations. If you enter the meter reading of your car after the fill-up, the fill-up in question will be noted when calculating the fuel consumption total. The app calculates both the consumption between the fill-ups and the distance travelled, as well as the total average consumption every time the tank is filled up completely.  

The app notes situations where the fill-up is less than a complete tank full of fuel. If you are not filling up the tank completely, enter the reading after the fill-up and use the slider on the app to indicate that the tank was not filled up completely. The litres from these fill-ups are calculated into the average fuel consumption rate after the next complete fill-up. This ensures that both the total average fuel consumption and the fuel consumption between the fill-ups are calculated correctly.

 If you are already using the mobile fill-up function of the S-mobiili app, you can continue monitoring your fuel consumption with the ABC-mobiili app without losing the previously collected data. If you wish, you can also delete the kilometre readings transferred from S-mobiili to ABC-mobiili by resetting the consumption monitoring in the app options and restarting the consumption and average consumption monitoring. 

5.1 How do I enter the meter reading into the app after I have paid for the fill-up via ABC-mobiili?

After the fill-up, the ABC-mobiili app displays the data collected. In the lower right corner you can choose the function “Lisää mittarilukema” (Add a reading). You can also add a reading via the Historia section by opening a single receipt and choosing the function “Lisää mittarilukema” (Add a reading). 

5.2 How can I enter a reading after a fill-up at another station or after I have paid by cash or payment card?

In the top right corner of the ABC-mobiili app, you can find the “Lisää tankkaus” (Add a fill-up) function. You can also edit a previously manually added fill-up by choosing the “Muokkaa” (Edit) option in the receipt view of the particular fill-up.

5.3 How can I check for which fill-ups I have already entered a reading for?

When the consumption monitoring is on, you will see this information in the Historia subsection on the third row of the fill-up action: 

The first fill-up marked as a complete fill-up. Consumption monitoring calculation starts from this fill-up: Mileometer reading in kilometres:

Fill-up marked as complete: Text “X,X l / 100 km (YYY km)”, in which X,X litres is the consumption between complete fill-ups and YYY the amount of kilometres driven between them.

Fill-up marked as incomplete “Vajaa tankkaus” text (Incomplete fill-up)

5.4 How can I edit a previously entered meter reading or change the fill-up to complete/incomplete?

 You can edit the reading for a specific fill-up in the “Historia” section by opening the receipt and choosing the “Muokkaa mittarilukemaa” (Edit reading) function. In the “Mittarilukeman muokkaus” (Edit reading) view you can also change the status of the fill-up from complete to incomplete and vice versa. 

5.5 How can I delete a specific fill-up from the amounts used to calculate my average consumption?

 You can delete a specific fill-up reading via the “Historia” section by opening the relevant receipt and choosing the “Muokkaa mittarilukemaa” (Edit reading) function. In the “Mittarilukeman muokkaus” (Edit reading) view you can delete the meter reading of a fill-up using the “Poista” (Delete) function in the upper right corner. After this, the fill-up in question will no longer be noted in calculating your average consumption. 

5.6 Why can’t I track the consumption of multiple vehicles on the ABC-mobiili app?

Currently, it is only possible to track the fuel consumption of a single vehicle. 

5.7 Why can’t I see my family members’ fill-ups on the ABC-mobiili app?

ABC-mobiili is a personal app. The “Bonusostot” (Bonus purchases) section in the S-mobiili app shows the sums used for fuel purchases in the whole co-op household as well as the amount of fuel in litres.  

5.8 What should I do if I buy a new car and wish to start tracking its fuel consumption?

In the “Minä” (My profile) section of ABC-mobiili you can find the fuel consumption option “Nollaa kulutuksenseuranta” (Reset fuel consumption monitoring). Previously recorded kilometres will be deleted. 

5.9 How can I turn off consumption monitoring?

In the “Minä” (My profile) section of ABC-mobiili you can find the fuel consumption option “Seuraa ajoneuvosi kulutusta” (Monitor the fuel consumption of your vehicle). Using this slider you can turn off the monitoring of fuel consumption. If you turn the monitoring off, the functions “Lisää mittarilukema” (Add meter reading) and “Lisää tankkaus” (Add a fill-up) are no longer displayed in the ABC-mobiili view. 

5.10 How do I delete meter readings from the consumption monitoring view?

In the “Minä” (My profile) section of ABC-mobiili you can find the fuel consumption option “Nollaa kulutuksenseuranta” (Reset fuel consumption monitoring). Please note that after choosing this option, you can no longer recover the deleted data.  

5.11 Why is it not possible to add or edit the meter readings of fill-ups recorded via S-mobiili?

Currently, it is only possible to add or edit meter readings to fill-ups recorded via ABC-mobiili app itself. You can add or edit meter readings for fill-ups performed using S-mobiili in the S-mobiili app only.

6 CAR WASH 

6.1 Can I pay a car wash using the ABC mobile app at any ABC CarWash outlet?

No. The ABC mobile app displays the mobile car wash symbol (‘Mobiilipesu’) for the ABC CarWash outlets that offer the possibility to pay for car wash using the ABC mobile app. 

6.2 Why does the ABC mobile car wash not work at every ABC CarWash outlet with a wash facility?

Unfortunately all ABC CarWash outlets do not yet have the systems needed to support mobile payment for car wash. 

6.3 Can I pay for the car wash beforehand?

You cannot pay beforehand with the app. Instead, the payment is performed when you arrive at the station, just it would be with a traditional card payment. Perform the payment as you reach the payment terminal and are next in line. As the doors open, drive to the wash and follow the instructions of the washing machine.  

When you use the service for the first time, you must register and store your payment card data with the service. The next time you use the mobile wash, you do not have to perform this step again.  

6.4 How do I know which wash facility to drive to when I want to pay for the car wash with the ABC mobile app at an ABC CarWash outlet with multiple wash facilities?

The wash facilities at an ABC CarWash outlet are numbered. Drive up to the door of the tunnel of your choice and choose the correct number in the app. Perform the payment as you reach the payment terminal and are next in line. As the doors open, drive to the wash and follow the instructions of the washing machine. 

6.5 Is it possible that I will inadvertently pay for someone else's car wash when using ABC-mobiili?

This is possible in the situation that you pay for the car wash using the ABC mobile app while someone else is in front of you in the queue. Another possibility is that the ABC mobile app has located you incorrectly, or you have selected another ABC CarWash outlet in the app than the one where you are.

To avoid such a situation, follow these instructions: Check the name of the ABC CarWash outlet in the app, and pay for the car wash when you reach the payment terminal and your turn is next.

6.6 What do I have to do to be able to use ABC-mobiili to pay for my car wash?

Drive to the payment terminal at the wash facility. Open the ABC mobile app. From the app, select the ‘Pesu’ (Wash) function at the ABC CarWash facility where you are. Select one, three or five items of the wash programs displayed in the ‘Osta pesu’ (Buy a Wash) view. Pay for the wash when you reach the payment terminal and your turn is next. When the purchase is completed, you will get a receipt in the ABC mobile app. When the car wash facility door opens, drive in and follow the instructions provided at the facility.  

6.7 What do I need to do to use a previously purchased car wash with the ABC mobile app?

Drive to the payment terminal at the wash facility. Open the ABC mobile app. From the app, select the ‘Pesu’ (Wash) function at the ABC CarWash facility where you are. In the ‘Käytä pesu’ (Use Wash) view, select a previously purchased wash program when you are at the payment terminal and your turn is next. When the car wash facility door opens, drive in and follow the instructions provided at the facility.

6.8 I have purchased a wash product that includes multiple washes. How long will the purchased washes be valid?

When you buy a wash product that includes three washes, the washes are valid for three months from the day of purchase. On the receipt, the wash product may be titled, for instance, ‘Premium pesu 3 kpl sarja’.

When you buy a wash product that includes five washes, the washes are valid for six months from the day of purchase. On the receipt, the wash product may be titled, for instance, ‘Premium pesu 5 kpl sarja’.

6.9 I have purchased a car wash product that includes multiple washes. Where can I use them?

The car washes can be used within the region of the cooperative in question at ABC CarWash facilities that offer the mobile wash service and the wash program in question.

A list of ABC CarWash facilities that offer the washes has been provided when making the purchase.

You can also check the mobile wash section in the ‘Minä’ (Me) view to see the valid mobile washes and the locations where they can be used.

6.10 Is it more cost-effective to buy one was or several washes at a time?

The ABC mobile app will show the amount you save at the time of purchase.

6.11 I have an S-Business card and get a discount on buying a car wash. Will I get additional discount if I purchase a car wash product that includes multiple washes?

A car wash product that includes multiple washes already has a clear discount on the regular price of a single wash.

The ABC mobile app shows the price of a single wash so that the discount has been taken into account. The amount you save for multiple washes is shown at the time of purchasing.

6.12 Can I buy car washes in advance?

Yes, you can.

6.13 Is it possible to check real-time queue situation using ABC-mobile?

Many ABC CarWash outlets have a queue camera in operation that you can use to check the nearly real-time queue situation. The picture refreshes approximately once per minute.

7 PAYING 

7.1 Is it safe to pay with ABC-mobiili?

Yes, mobile payments are safe and secure, since they usually require you to log in and accept each payment separately. Nobody can, without you noticing, charge anything to the payment app.

If the payment card registered for the ABC-mobiili app or the phone on which you have installed the ABC-mobiili app is stolen, you must immediately contact the card cancellation service, tel. +358 20 333 (24/7). After you cancel your cards, they cannot be used with or without the ABC-mobiili app. 

7.2 How am I charged for a fill-up?

The total price of the fill-up is charged from the payment card you have linked to ABC-mobiili app and used for the payment. The funds provision made previously is cancelled out as the total price is charged. 

7.3 How am I charged for a car wash?

The price for the washing program you have chosen is charged from the payment card you have linked to ABC-mobiili. A funds confirmation is done as a part of the payment process. 

7.4 How am I charged for the mobile orders?

Your order will be charged to the card you used to pay for your order in the ABC-mobiili app. When you pay in the app, a preauthorisation will be performed on your account.

7.5 Can I use whether to use debit or credit feature in ABC-mobiili if I have a combination card?

Yes, you can choose the feature.  

If you want to use the debit feature of your payment card, enter the digits in the lower left corner on the back of the payment card in the card data. The first 16 digits function as the card number, and the three last digits function as a CVV2/CVC2 security code. 

If you want to use the credit feature, enter the card number found on the front side of the card and the three-digit CVV2/CVC2 number found on the back side of the card (next to the field reserved for the signature). 

7.6 How can I change the card I have linked to ABC-mobiili, if I for example change banks or if my card expires?

In the “Minä” (My profile) section of the ABC-mobiili app you can manage your cards, add new ones or delete expired ones that you no longer wish to use with ABC-mobiili. 

7.7 Can I link several different payment cards to ABC-mobiili and how do I know which one will be charged when paying with the app?

 You can link several Visa, MasterCard or S-Business payment cards to the app. Before confirming the payment, you can choose which card to use for the payment.  

You can name the cards so that it will be easier to recognise them when paying. You can name the cards in the “Minä” subsection of the app by choosing the option “Maksukortit” (Payment cards) and choosing the card that you wish to name or rename.  

7.8 Will I get bonus/fill-up bonus or payment-method bonus when paying with the ABC-mobiili app?

Yes, you will automatically get the bonus and fill-up bonus points for your purchases when you have identified yourself as a co-op member in the app. 

asiakasomistajaksi ABC-mobiiliin. You will also get payment-method bonus when paying with the S-Etukortti card. 

7.9 Does the service also work with the S-Etukortti parallel card?

Yes, if the parallel card is an S-Etukortti Visa card and the card holder personally identifies themselves in the app. 

7.10 Is ABC-mobiili compatible with the Apple Watch?

Currently ABC-mobiili is not available for Apple Watch. 

7.11 Will I get a receipt for my fill-up at the station?

Yes. You can print a receipt as usual after the fill-up at the station. The purchase automatically creates an electronic receipt in the app as well. 

7.12 Can I print a receipt for my car wash?

No, but the purchase will automatically create an electronic receipt in the ABC-mobiili app. If you are using the S Group electronic receipt archive, the receipt can also be found there.

 

8 PROBLEMS 

8.1 Why do I have to enter my online banking ID every time I open an ABC-mobiili?

You don't need to sign out of ABC-mobiili, just close the app when you're not using it. If you like you can add a payment confirmation with either your PIN, fingerprint, or face recognition (only Apple's Face ID at this time). You do it on the ABC-mobiili "Tunnistautuminen" in the “Minä” section.

If you want to use the Sign Out feature provided in the app, you will need to sign in with your bank ID the next time you use the app.

8.2 Why can't the app perform the funds provision?

There can be various reasons for a failed verification of a payment transaction. Here are a few of the more common reasons, and instructions for what you can do in such case. 

Make sure that you have an amount of money equivalent to the funds provision on your account. You can reduce the Euro amount to be verified before the actual fill-up after selecting the dispenser by clicking the payment card on the screen and then selecting a smaller Euro amount at the maximum sum. 

Check the ABC-mobiili app settings (“Asetukset” section), in case the card is marked expired (“Vanhentunut”). If this is the case, add the details of the new card to the app with the “Lisää maksukortti” (Add a payment card) function.

Has your payment card recently been replaced with a new one? Even though your card number is the same, the card's period of validity and security code have changed and must be updated in the service. Please delete the old card and add the new card.

8.3 If I have problems with the mobile fill-up, who can I contact? 

Through the ‘Minä’ (Me) view of the ABC mobile app, you can find an electronic feedback form that you can use to contact us (under the ‘Palaute’ section). Please include your contact details and the information of the ABC service station and the time of the event. The feedback form can also be found on the abcasemat.fi website.

8.4 If my smartphone is stolen, is it possible that someone else uses the ABC-mobiili app to pay for a fill-up?

If the payment card registered for mobile fuelling or the phone on which you have installed the ABC-mobiili app is stolen, you must immediately contact the card cancellation service, tel. +358 20 333 (24/7). As soon as you make the cancellation, ABC mobile fuelling will be disabled.

8.5 The ABC mobile car wash payment was successful, but the door of the car wash facility did not open.

Open the ABC mobile app. From the app, select the car wash function at the ABC CarWash facility where you are. Select the ‘Käytä pesu’ (Use Wash) view, where the wash program in question can be re-used. You can use the wash at the ABC CarWash facility at which you purchased the wash or another ABC CarWash facility of the same cooperative that offers the mobile car wash service and the wash program in question. 

9 NEW PAYMENT SERVICES DIRECTIVE, STRONG CUSTOMER AUTHENTICATION AND THEIR EFFECT ON THE ABC-MOBIILI APP

The EU’s new payment services directive (PSD2) came into force in 2018, and its regulations concerning strong customer authentication (SCA) came into force on 14 September 2019. The directive includes the requirement for SCA in all electronic payments.

Of our service selection, the PSD2 has the largest effect on our ABC-mobiili service that can be used to pay for refuelling, car washes or restaurant orders with a debit or credit card linked to the ABC-mobiili app. Implementing the regulations of the PSD2 in an app-based service like the ABC-mobiili app is more difficult than implementing them to a browser-based online store, for example.

What does strong customer authentication mean in practical terms?

Strong customer authentication is an authentication process that validates the identity of the user of a payment service. It is used to ensure that the person making the payment is really the owner on the card used for the payment. SCA is required whenever a payer uses their bank account via the internet or initiates an electronic payment transaction. Online bank transfers, card payments made via a payment terminal and payments made in online stores (mobile paying) are all electronic payment transactions. Banks offer different methods for SCA, for example, separate access code apps, SMS messages or paper access code cards.

How will the new directive affect the use of the ABC-mobiili app?

Customers must accept the new terms of use. Customers are also asked to provide their contact details once per card in the ACB-mobiili app to continue using the app. In the future, banks can also require SCA in accordance with the method used by the bank (e.g. Access code app, SMS, paper access code card) from customers making payments.

SCA is not required for all payment transactions. Each transaction made by a customer is subjected to a risk evaluation based on the customer’s payment history and other information.

NOTE! No actions are required for S-Business cards and the new payment service directive does not apply to these cards.

I tried to make a payment with the ABC-mobiili app, but it gave me an error. What do I do?

First check that the contact details for the card you have linked with the app are correct. Make sure that the contact details for the card linked with ABC-mobiili are identical to the contact details you have provided your bank with. If the payment still does not process, please contact your bank for more instructions.

Where can I find more information on the PSD2 payment services directive?

Many FAQs can be found online on the PSD2, for example, Finance Finland has a FAQ published on their site (in Finnish) http://www.finanssiala.fi/uutismajakka/Sivut/QA-Toinen-maksupalveludirektiivi.aspx. Banks also inform their customers about the PSD2 through their preferred communication channels.