Frequently Asked Questions
AdBlue®
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What is AdBlue®?
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Why is AdBlue® necessary?
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Is all AdBlue® the same?
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Where can I buy AdBlue®?
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Why choose Caltex AdBlue®?
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Self-Serve
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Can I earn Rewards Points or use any other partner benefits at Caltex Self-Serve?
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Can I pay using FuelPay?
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Can I pay with any card at the payment terminal?
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How does it work?
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Is there a shop available or is it just fuel?
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What fuel grades are available at Caltex Self-Serve?
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What happens if I authorise more fuel and change my mind?
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What if I need help using the payment terminal?
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Credit Card Account Payment
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How do I pay by Credit Card?
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How will Caltex handle my Credit Card information? Is the process secure?
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How secure is the Caltex Payments webpage?
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Will I receive a confirmation notice when I have registered for Direct Debit payment via Credit Card?
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How long will it take for my Credit Card payments to be processed in Caltex’s system?
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What happens when I reach my Credit Card limit?
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Why do I need to provide an email address to register for Direct Debit via Credit Card?
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Will I be charged a surcharge for making a Credit Card payment?
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What happens when my Credit Card expires, or is lost or stolen? How do I update my Credit Card details once I have registered?
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Can I pay my Caltex fuel card account by Credit Card at a Caltex depot?
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How can I update my existing Credit Card details?
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Evie Charging Network
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How long does it take to charge?
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How much does it cost to charge?
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What cars do the Evie Networks chargers support?
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Graduate Program
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Do I have to be an Australian Citizen to apply?
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How is my performance measured during each rotation?
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How many rotations are there over the 2 year period?
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How much flexibility is there in choosing rotations?
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What pre-employment days or initiatives are held prior to commencement?
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What would my first week at Caltex consist of?
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When do applications close?
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Who do I reach out to if I have any questions?
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Would I be assigned a Mentor or a Buddy for the duration of the program?
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HaloGo on StarCard
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Do I need to be at my car when it is filled?
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How do I use my StarCard with HaloGo?
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How is HaloGo’s pricing on fuel determined?
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How will I know what the fuel price is?
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What are the operating hours?
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What is HaloGo?
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Where is HaloGo available?
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Will all of these charges still be consolidated onto the StarCard statement?
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Will I still get my discounts?
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Will there be any additional charges?
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MYER one x Caltex Exit
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Can I still use my Myer Credit Card at Caltex?
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Does MYER one have any other fuel Partners?
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Is this at all Caltex locations?
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What happens if I present my MYER one Card after this date?
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What if I forgot to scan my MYER one Card at Caltex before 27 September 2019?
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When is the last day I can earn Credits?
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Where can I find out more information on MYER one Partners?
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Why can Credits no longer be earned at Caltex?
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Fuel Cards
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How can I report a lost, stolen or damaged card?
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My address has changed. How can I change it on my StarCard account?
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What extras can I add to my StarCard?
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What if I forget my PIN?
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When would I need to make a payment on my StarCard account?
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Where can I get a list of StarFleet merchants?
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Where can I use my StarCard?
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Can I change my StarCard Debit top-up amount?
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My payment details have changed. How can I change it on my account?
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What extras can I add to my StarCard Debit card?
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What happens if I don’t have enough funds in my StarCard Debit linked account?
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What is the initial direct debit for my StarCard Debit account?
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Where is StarCash accepted?
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Do I need an app for StarCash Digital?
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When does StarCash expire once purchased?
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Where can I buy StarCash?
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Caltex and StarCard Apps
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What is FuelPay?
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How do I know which app to use?
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How do I link my Woolworths Rewards card to my FuelPay account?
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How do I redeem a Shop offer?
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How do I download the Caltex Australia app?
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How do I download the StarCard app?
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How do I register for FuelPay®?
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Will the app cost me anything?
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How do I know which Caltex sites I can use FuelPay® at?
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How do I verify my mobile phone number?
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How do I verify my account?
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I’ve created an account but didn’t receive my verification email.
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How do I activate FuelPay on my StarCard?
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When I arrive on site, what do I need to do to use FuelPay®?
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How can I use the app if I can’t use my phone at the pump?
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Does this mean I no longer have to carry my physical credit card or StarCard on me?
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How do I know that the payment went through correctly?
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What do I do if the app can’t find the Caltex location that I’m at?
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Can I use my StarCash gift card in FuelPay®?
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Can I use PayPal with FuelPay®?
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Can I add multiple StarCards to my FuelPay account?
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How do I delete my account?
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Where can I find Terms & Conditions?
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Can I use FuelPay®to check fuel prices?
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If I have a discount on my card/account, will this still apply with FuelPay?
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Can I earn Qantas Points with FuelPay?
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Can I use my NRMA discount in FuelPay?
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Can I use my Toyota discount with FuelPay?
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Can I use my Hyundai discount with FuelPay?
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Can I use my Uber Momentum discount with FuelPay?
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Can I use my Motorpass card with FuelPay?
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Can I use my Woolworth’s Everyday Rewards with FuelPay?
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My app isn’t working, what do I do?
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What do I do if payment has been declined after I have filled up?
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What if I choose the wrong pump, can I cancel the transaction?
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When I press pump number, nothing comes up?
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What happens if the app freezes during a transaction?
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Why is my nominated card not working?
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How will Caltex staff know I have paid for my fuel?
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I have linked my new StarCard with FuelPay, why will it not work?
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Will I still have to enter my PIN on the StarCard app when paying for fuel?
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What if my linked card is lost, stolen or closed?
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What if I have questions or feedback?
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How do I claim my 6c off per litre discount?
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When I arrive on site, what do I need to do to use FuelPay on the StarCard app?
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How do I view the receipts for my transaction?
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If I don’t have StarCard can I use FuelPay®?
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Can FuelPay® be used at non Caltex petrol stations?
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Can FuelPay® be used by everyone?
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How much do I need to spend to use FuelPay®?
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Will I get a discount every time I fill up?
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Fuels
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I accidentally put regular, unadditised fuel on top of my Vortex Premium fuel. Is that bad?
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Are Vortex Fitness fuels our best fuels ever?
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What are Vortex Fitness fuels?
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What do the numbers in Vortex Premium 98 and 95 mean?
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What makes Vortex Fitness fuels so distinctive?
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What Vortex Fitness fuels does Caltex sell?
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What’s the main difference between Vortex Premium 95 and Vortex Premium 98?
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When will the benefits of Vortex Fitness fuels kick in?
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Who can use Vortex Fitness fuels?
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Oil and Lubricants
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Can I mix synthetic engine oil with conventional (mineral) engine oil?
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Can I use Havoline Super 2T in two-stroke chain saws?
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How often should you check your oil?
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I am confused about the SAE viscosity grading system. Is an SAE 80 gear oil twice as thick as an SAE 40 engine oil?
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I have an older vehicle which is starting to burn oil. May I use a higher viscosity oil?
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Is Caltex Super Outboard Motor Oil suitable for oil injection as well as fuel mix outboard motors?
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May I use an API CJ-4 diesel engine oil where API CI-4 is recommended? Will the modern low-SAPS formulation required by API CJ-4 adequately protect my older engine?
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My 4x4 requires a limited slip oil for one differential but the other only needs a standard API GL5 gear oil. Can I used the limited slip gear oil in both?
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OK, then is an ISO VG 68 oil thicker than an SAE 40 engine oil?
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There are a number of supplemental additives on the market. Are these beneficial?
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What are Diesel Particulate Filters and do they require a special oil?
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What ratio of fuel to oil should I use in my two-stroke lawn mower, outboard motor, chainsaw etc?
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Why are Caltex Havoline oils not recommended for motorcycle use?
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Why do limited slip differentials use a special oil? And is it really necessary?
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Motorist Fuel Pricing
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How are petrol, diesel and jet fuel made?
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Where does Australia's fuel come from?
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How does fuel get to you?
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Where does all the money go?
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How do Australia's fuel prices compare internationally?
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Why is the international market for fuel products so important?
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What is import parity pricing?
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Why are Australian fuel prices based on import parity prices?
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Why isn't fuel based on the cost from the nearest refinery?
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Why can't Australia just use its own crude oil to meet all its petrol and diesel needs?
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How closely do Australia's petrol prices track the relevant international benchmark?
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Why do Australia's petrol prices lag international price changes?
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What impact should changes to the value of the Australian dollar have on retail fuel prices?
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What is the quality premium?
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How much tax am I paying?
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What is the terminal gate price?
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Where does my money go?
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How much money does the retailer make from every litre of fuel?
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How much profit does the entire downstream fuel sector make per litre?
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If retail net profit on fuel is so low, how does the retailer make a profit?
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How many service stations do the major brands operate?
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Who sets the prices at retail fuel outlets?
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Who sets the price at Caltex/Woolworths sites?
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Why buy premium fuel?
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How might the additives in premium petrol enhance vehicle performance or operation?
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Why is premium petrol priced differently to regular petrol?
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Why can there be changes to the difference between regular and premium unleaded prices?
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What is the difference between regular petrol and premium petrol?
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How much money is made on premium petrol?
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Why is E10 cheaper than regular unleaded petrol?
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What is the Saudi Aramco Contract Price (SCP)?
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Australia has lots of gas - why are prices based on an international price?
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How can I find out the wholesale prices for butane and propane?
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If the international market is so influential, why are there differences in retail LPG prices?
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Why is the price of diesel different to petrol?
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International price changes
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Why is fuel in major capital cities often cheaper than in regional areas?
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Why are some regional areas cheaper than others?
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International fuel prices have changed - when will this affect all regional areas?
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Discount cycles
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Long weekend prices
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Pump calibration - how Caltex makes sure you get what you pay for?
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Why does the display sometimes show marginal price discrepancies at low volumes?
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Example: If the price is 168.9 c/litre, why could a one litre fill display as $1.70 on the machine instead of $1.69?
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What about the examples circulating on social media showing larger apparent differences between the litres filled and the price charged (e.g. $1.98 displayed for one litre of petrol at 1.58/L) where the customer has dispensed less than the minimum volume?
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Why is there a minimum amount?
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How does Caltex check that its pumps are correctly calibrated?
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Who else checks that pumps are correctly calibrated?
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What if a pump is not dispensing correctly?
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Precision Spray Oils
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Are all spray oils allowed organic inputs?
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Are spray oils biodegradable?
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Are there any chemicals I should avoid using with the oils?
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Do adjuvants have to be registered by the APVMA?
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Do spray oil insecticides have to be registered by the APVMA?
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Do your products control pests by themselves or do I have to mix them with other insecticides?
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How do I get the best out of my spray oil?
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How do your products control pests?
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How should I dispose of the empty drums?
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I have mites on my roses. What is the best way to apply D-C-Tron Plus to control them?
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If I want to apply a mixture, what is the best way to go about mixing them up in the spray tank?
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If your products are registered as insecticides then how can they be soft to beneficial insects at the same time?
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There is a black growth on the leaves of my fruit tree. Is it harmful? Will D-C-Tron Plus control this?
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What is the best time of day to apply a spray oil?
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Qantas Business Rewards
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When does Caltex cease its partnership with Qantas Business Rewards?
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Will I still be able to earn Qantas Points?
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Roadside Assistance
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What Roadside Assistance policies are available?
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How do I sign up for Roadside Assistance?
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Is the Roadside Assistance service available on all cards?
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How do I add Roadside Assistance to my existing StarCard?
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Is there a limit to the number of Roadside Assistance policies I can have?
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How will I receive Roadside Assistance charges?
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If I incur additional charges, can they also be charged to my StarCard account?
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Can I run reports to view my Roadside Assistance charges?
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Does Caltex Roadside Assistance provide national coverage?
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Are there any restrictions around where Roadside Assistance will be provided?
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What will I receive to confirm that I have successfully signed up for Roadside Assistance?
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How do I contact Roadside Assistance?
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Who is Caltex’s Commercial Roadside Assistance provider?
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What are the fees for Commercial Roadside Assistance?
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How are metropolitan and regional areas defined?
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Is there anything else I should know about Roadside Assistance?
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What additional services are available with Passenger Roadside Assistance?
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What additional services are available with Commercial Roadside Assistance?
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Services & Repairs
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How do I add Services & Repairs to my StarCard?
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How can I find a merchant to access the savings?
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Do I need to swipe my StarCard when I’m getting my vehicle serviced or repaired?
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Setting up FuelPay®
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Why do I need to register?
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What methods of payments can I use?
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How do I verify my account?
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I’ve created an account but didn’t receive my verification email?
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How do I verify my mobile phone number?
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How do I delete my account?
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Where can I find Terms & Conditions?
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Technical Support
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My Caltex Australia app isn’t working, what do I do?
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My location data isn’t working within the app?
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What do I do if payment has been declined after fuel has been dispensed?
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What if I choose the wrong pump, can I cancel the transaction?
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When I press pump number ‘X’ nothing comes up?
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If a FuelPay payment gets declined is there a charge to the customer?
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How will Caltex staff know I have paid for my fuel?
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What are the steps and the procedures if a payment is declined?
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What happens if the app freezes during a transaction?
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Why is my nominated card not working?
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Does Caltex view my card details?
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If I pay for someone else’s pump, can I get a refund?
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What if I have questions, comments or suggestions about the app?
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Terminal Gate Pricing
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Can Caltex retail and reseller franchisees buy at TGP?
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Can customers not covered by a current term supply contract buy at TGP?
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Does TGP increase price transparency?
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How competitive is this price?
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How is the TGP calculated?
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What are additional services?
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What is a terminal gate price?
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Where does Caltex's terminal gate pricing policy apply and how do I obtain supply?
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Woolworths
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Can you use multiple discounts in a single transaction?
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Can I share my fuel discounts?
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How can I use my fuel discount?
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How do I get the 4c Fuel Discount?
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Can I redeem my 4 cents per litre fuel discount at every Caltex location?
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When can I start earning Woolworths Points at Caltex?
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How many Woolworths Points will I earn?
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When will the Woolworths Points show in my account?
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Where can I access the Woolworths Rewards Terms and Conditions?
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Will I earn Woolworths Points on all purchases?
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How do I contact Woolworths Rewards?
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What is the difference between Woolworths Caltex and Caltex locations?
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Is there a minimum spend to earn Woolworths Points?
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What products can I earn Woolworths Points on at Caltex?
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How do I find a participating Caltex?
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Will I see a message on my Caltex receipt with my updated points balance like I do in the supermarket?
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Can I scan my Woolworths Rewards card from Apple or Google Wallet at the PIN Pad at Caltex?
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Can you spend the $10 savings in my Woolworths Rewards account at Caltex?
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What if I forget my Woolworths Rewards card?
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Why do some Caltex locations offer Woolworths Points and fuel discounts and some sites only provide Woolworths Points (and no fuel discounts)?
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If paying with StarCard or StarCard Debit can I earn Woolworths Points?
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If paying with StarCard or StarCard Debit can I also get the Woolworths 4c fuel discount?
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Can I earn Woolworths Points at an Outdoor Pay Terminal, Pay@Pump terminal?
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Can I earn Woolworths Points and MYER one Credits in the same transaction?
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Can I use multiple fuel discounts, for example Woolworths and NRMA together?
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I'm an Uber Driver can I use the discount in my Momentum app and earn Woolworths Points?
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Xero Integration
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How do I get my StarCard statement data into Xero?
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What if I don’t have an online account with Caltex?
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How do I open a Xero account?
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Why can’t I see the “connect to Xero” button?
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If I integrate to Xero, will I still get my StarCard statement via email?
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Do I have to pay to connect StarCard and Xero?
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I don't use Xero, but use another accounting software package. Can I use this facility?
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When registering it says my Xero password or email is incorrect.
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I have a question about my Xero draft Bill.
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How do I turn off Xero integration?
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MYOB Integration
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Do I have to pay to connect StarCard and MYOB?
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How do I get my StarCard statement data into MYOB?
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How do I open a MYOB account?
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How do I turn off MYOB integration?
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I don't use MYOB but use another accounting software package, can I use this facility?
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If I integrate to MYOB, will I still get my StarCard statement via email?
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What if I don’t have an online account with Caltex?
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What type of information can I expect to see in my MYOB account?
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When registering it says my MYOB password or email is incorrect.
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Why can’t I see the “connect to MYOB” button?
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Will a copy of my Statement/Invoice also be sent to MYOB?
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StarCard
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Where can I use my StarCard, StarFleet or StarFleetPlus card?
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Can I enjoy money off my shopping at Caltex with Everyday Rewards?
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Can I redeem additional 4cpl fuel discount voucher with Everyday Rewards on StarCard?
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Can you link multiple Everyday Rewards accounts to your eligible StarCard account?
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How can I unlink my Everyday Rewards card from my StarCard account?
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How many Everyday Rewards points can I collect on my StarCard?
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I don’t have an ABN and don’t run a business. Can I collect Everyday Rewards points through Caltex?
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I've forgotten my PIN - or need to change it. What do I do?
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I have purchased goods (excluding fuel) on my StarCard for a total of $100.50 in shop for the month. Why does the statement show earnings of only 100 Everyday Rewards points?
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What is the Woolworths Everyday Rewards program on StarCard?
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What non-fuel items are excluded from collecting Everyday Rewards points?
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Where can I get help if I have problems with my Everyday Rewards membership?
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Will my business collect Everyday Rewards points for any activities completed prior to joining Everyday Rewards?
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Can I upgrade my StarCard to a StarFleet or StarFleetPlus card?
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What extra services do you get from StarFleetPlus compared to StarFleet?
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Where can I get a list of StarFleet and StarFleetPlus merchants?
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To report a lost, stolen or damaged card, who do I call?
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My address has changed. Who do I notify?
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How can I update the selected Everyday Rewards card that is currently linked to my StarCard account?
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My StarCard account is linked to Everyday Rewards program, why didn’t it collect Everyday Rewards points?
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Do I need to scan my Everyday Rewards Card to collect Rewards points on my StarCard?
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