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Frequently Asked Questions
All Topics
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General
What forms of ID does Pilot Company accept?
Am I able to get a refund on in-store purchases?
Does Pilot Company use or store information after scanning an ID?
Showers
How do I earn free shower credits?
What is Shower Power®?
How much do showers cost and how do I reserve one?
How can I redeem shower credits?
Prime Parking
Where can I find copies of my Prime Parking receipts?
What if I stay in the space past my reservation check out time?
What do I do if my reserved parking space is not available when I arrive at the location?
How do I cancel my reservation?
How far in advance can I reserve a parking space?
My truck is too big for a single parking space, can I still reserve a Prime Parking space?
Can I drop a trailer in my reserved spot and come back for it?
Why is a Pilot account needed to reserve a Prime Parking space?
If I’m unable to use a Prime Parking space that I’ve reserved, can I get a refund?
Gift Cards
How can I check my gift card balance?
Who do I contact if I have a question or complaint about my gift card?
How do I report a lost or stolen gift card?
Will my gift card ever expire or lose value?
How can I use my Pilot gift card?
Credit & Billing
How do I track expenses and manage my account?
What should I do if I lose my Axle Fuel Card® or detect suspicious activity on my account?
What if I already have an existing truck fueling card?
How can I access truck maintenance and repairs through Pilot?
Is the Axle Fuel Card® secure?
What kind of support will I receive?
Do I need a big fleet to qualify?
How much does the Axle Fuel Card® cost?
The Pilot App
I’m at a location, but the app isn’t displaying the lane statuses and it won’t let me start fueling. What should I do?
Why does the app say I’m not inside the store’s perimeter when I’m clearly at a location?
Can I search for locations by food offerings or amenities?
I just fueled and my receipt isn’t in my Wallet. Where is it?
What if I need to make additional purchases inside the store during mobile fueling?
How do I earn loyalty points for mobile fueling transactions?
How do I access mobile fueling when I’m not at a Pilot location?
The app is asking me for my card type but I don’t see it listed. Which card type should I select?
What kind of card(s) can I add to my Wallet?
How do I add a card to my Wallet?
Rewards
What do I need to do to register my Loyalty card?
What are the most important things to know about loyalty points?
