Frequently Asked Questions

Please leave any feedback by scrolling to the bottom of the Account tab in the Pilot App and tapping “Give Feedback.” We would love to hear how you think we’re doing!

You can easily search for any Pilot stores, including Flying J and One9 locations, and filter by the amenities you need.

• On the app, tap the Find tab and get started by searching cities, zip codes, or specific store numbers.

• On the website, go to Find a Location. Here, you can also search for the stores and amenities you need.

Our stores provide complimentary and premium WiFi options for guests, so you can stay connected and enjoy internet access during your visit. Access may vary by location.

In addition to driver’s licenses, we do accept other forms of ID as established by the relevant state/province, including a valid military ID card, a valid state-issued (non-driver) ID of any state, or a valid ID card issued by the federal government (passport, permanent resident card, etc.). A valid ID will contain a photograph, date of birth, and must not be expired.

We scan ID for purchases that require age verification such as alcohol, tobacco products and lottery tickets. We take privacy seriously and retain records of only a Guest’s birthdate for 30 days after purchase to verify age eligibility. Other than birthdate, we do not store, use or sell a guest’s personal information from their ID.

Visit our return and refund policy page for more information. We’re here to help if you need assistance with any in-store purchases made at our Travel Center.

• When logged into the app, your transaction history is available in the Account tab under Transaction History
• From the top right of the website, login to your account. Then click on “see transactions” to view all transactions.

If you need to change your password, go to the Account tab of the Pilot App and tap on the edit icon at the top right of your profile. From there, you can update your profile, including your password. You’ll need to confirm your existing password in order to set a new one. If you don’t remember your old password, follow the “reset password” flow or call Guest Services at (877) 866-7378.

You can store up to 5 payment cards like credit, debit, or fleet cards. This is in addition to any money you have added to the app, gift cards, and reward points.

If you forgot your wallet code, or want to change it, you can reset your code anytime by tapping “Forgot your wallet code?” from the wallet code entry screen. You’ll receive an email with a security code. Once you verify that code, you’ll be able to create an all-new 4-digit wallet code.

Yes, our Axle Fuel Card® is a great tool for fleets of all sizes to reduce costs and management time. Apply here.

We have a user-friendly customer portal to monitor transactions, set spending controls at the truck-level, and track your fleet’s savings.

The Axle Fuel Card has zero fees and no hard credit checks. There are no setup, transaction, or annual fees—only savings on diesel prices and more rewards.

Every Axle Fuel Card member has access to our fleet specialists. You’ll also have a dedicated customer support specialist to answer any questions you might have about savings, rewards and other perks.

Not sure who your fleet specialist is? Give us a call at (865) 474-4737 and we’ll point you in the right direction.

The Axle Fuel Card is equipped with advanced fraud detection and 24/7 monitoring to protect your business from unauthorized transactions. Plus, the customer portal allows you to easily track all purchases and manage card usage per driver or vehicle.

Gift cards can be purchased in-store, on our website, or at participating retail locations. Gift cards purchased online can also be sent digitally as a gift and easily redeemed in the Pilot app.

Please give us a call at (888) 230-1557 and we’ll be happy to help you.

Please give us a call at (888) 230-1557 to report your gift card as lost or stolen. With a copy of your original receipt, we’ll be able to replace your card.

No, Pilot gift cards retain their value until spent and never expire.

Gift cards can be used on everything from fuel to in-store items and services like showers and parking. Lottery cannot be purchased with gift cards. Please see our Terms & Conditions for more information.

You can purchase bulk gift cards here. Pilot gift cards are a great way to gift your entire fleet, or the road trippers in your life.

If you need any more information about gift cards, please visit our gift cards page.

Please contact (888) 230-1557 for assistance or click here to see your current gift card balance.

Mobile fueling is the fastest, easiest, and most secure to way to start the fueling process right from the Pilot app. No need to enter all your truck information and mileage at the pump, simply activate the pump with your phone and maximize your down time.

• When you arrive at a Pilot location, tap "Fuel" on the home screen.
• Select if you want to fuel in the semi-truck lanes for diesel pro drivers, or the auto lanes for gas drivers.
• Select your fuel type.
• Then, select your payment method, answer a few questions, and head to a pump!
• Once you’re at the pump, simply enter the code we send you in the app and start fueling.
• Once you’re done, your receipt will show up in the app after a few minutes.

Absolutely! Since you start fueling from the app, all of your rewards will apply automatically.

• Pro drivers fueling diesel will level up in Push For Points and earn rewards points.
• Auto drivers fueling gas and auto diesel will earn any gas savings claimed in the app.

You can set your pickup for ASAP, or schedule a time at any participating Pilot store via the app or website.

• Online ordering is available through our app via the "Order" tab.
• On the website, click "Order" on the top right of the home page.

Please contact the store where you received your order and a team member can help you out. Already left the store? Call Guest Services at (877) 866-7378.

We will notify you via email if there are any unavailable items in your order. You will only be charged for the available items, and we’ll complete the rest of your pickup order! Please speak to a team member in store if you have any questions.

No, you can checkout as a guest anytime from the Pilot app or website.

However, ordering with an account is the best way to take advantage of offers and deals, as well as saving your favorite orders for fast and easy re-order.

If you’re still at the store, please head inside and speak with a team member for help with your order. If you’re away from the store, please contact Guest Services at (877) 866-7378 and they’ll be more than happy to help.

You can find all nutritional and allergen information for Pilot food here.

Yes. Every qualifying fill at a One9 location adds an extra 1/2 point per gallon to your myRewards account for all gallons you purchase for the rest of the month, up to 4 points per gallon. Points reset to 1 point per gallon on the first of each month. To earn points, you must present your myRewards card, app barcode, or phone number at the time of purchase. Valid for diesel fuel only (not DEF) at participating Pilot, Flying J, and One9 owned and/or operated locations in the U.S.

Yes. The One9 Fuel Network has been owned by Pilot Company since 2019.

Yes. Special points, earned points, and purchased points can all be redeemed at Pilot, Flying J, and One9 locations. For full details, please refer to our terms and conditions.

Yes. Both physical and digital gift cards can be used—up to the available balance—for eligible purchases at participating Pilot, Flying J, and One9 Fuel Network owned and operated locations. Gift cards are not accepted at dealer/licensee locations or at locations operating under a different brand. See our terms and conditions for more information.

Make sure your device’s location services are on and that your phone is able to identify your location.

• In the app, sign up or log in to the Pilot app and tap the Parking icon from Home or search for parking locations from the Find tab.
• On the website, log in to Prime Parking. From here, search for parking locations and select the date(s) you need.
• You can also purchase parking at the register by speaking to a team member when you arrive.

Plans change. You can cancel your parking reservations via the app or website by going to the parking reservations page, or by calling Guest Services at (877) 866-7378.

• Refunds are available if you cancel before noon (local store time) on the day of your reservation.

• On the website, you can book and manage multiple parking reservations up to 30 days in advance. You can also extend a single reservation up to two weeks.
• The app only allows same-day and next-day parking reservations at this time.

Please reach out to Guest Services at (877) 866-7378, and we’ll help you based on what’s available at each location.

Due to the demand for truck parking, we don’t allow dropped trailers in our parking spaces. Please see our Terms & Conditions for more information.

No, when you sign up for an account in the Pilot app, you’ll have a rewards number and barcode in the app.

Merging your physical loyalty card to the app is simple, and you will keep all of the rewards you currently have.

• From the Account tab of the Pilot app, go to Payment and Loyalty Cards. From there, you can merge your existing rewards card with the app.
• From the website’s loyalty portal, go to Manage Loyalty Card and enter your card number. Then click "add card".

Your offers and rewards are valid at all Pilot-owned locations. They are not available at stores that are part of our Pilot fuel dealer network.

If you notice that you’re missing points from a transaction, there are a couple of ways to resolve this:

• Go to Transaction History from the Account tab in the app. At the top of the page, tap "Request Points" and upload your receipt.
• If you’re still having trouble adding points, please contact Guest Services at (877) 866-7378.

Any missing points will be added to your account within 24 business hours.

Points can be used for food, drinks, select merchandise, showers, parking, and more. For a complete list of restrictions, please see our Terms & Conditions.

PushForPoints is our pro driver fuel rewards program where pro drivers level up and earn rewards points immediately after fueling! Download the Pilot app and activate the program every month to level up your points with every commercial diesel purchase of 50 gallons (200 litres) or more. Here’s how it works:

• Tap ‘Activate’ in the Pilot app at the start of every month. We’ll also remind you to pre-activate a few days early so you don’t miss a single point.
• Scan the app, swipe your rewards card at the pump, or use Mobile Fueling when you fuel.
• Every diesel purchase of 50 gallons (200 litres) levels up your points. You start at 1 point per gallon (4 litres) and can fuel your way to 4 points.
• Keep an eye our for special months where you can earn up to 5 points, or level up even faster than normal!

Elite is a status in PushForPoints that rewards drivers by allowing them to keep earning 4 points per gallon without resetting to 1 point per gallon each month. Fuel 1,200 gallons to unlock the Elite status, then activate the next month to immediately earn 4 points per gallon.

You unlock Elite by fueling 1,200 diesel gallons in a single month. Once you reach 1,200 gallons, you unlock Elite status for the next month. Just activate next month to immediately start at 4 points per gallon.

• When a new month begins, you can activate Elite.
• Once activated, you immediately earn 4 points per gallon with no leveling up required.
• If you continue to fuel 1,200 gallons and activate each month, you keep Elite and 4 points per gallon.

Yes, just like PushForPoints, the Elite status requires monthly activation. Activating is how you receive Elite status benefits for that month and immediately start earning 4 points per gallon.

You will reset to 1 point per gallon in PushForPoints. But don’t worry, every month is a chance to level up to 4 points per gallon after only 6 qualifying fills. If you fuel 1,200 gallons, you’ll unlock the Elite status for the next month.

Only if you unlock Elite.

PushForPoints still works the same way:

• Activate monthly
• Level up once per day with a 50+ gallon fill
• Earn up to 4 points per gallon after only six qualifying fills

Elite simply adds a status that lets drivers maintain 4 points per gallon month after month when you unlock and activate!

Yes. Elite status is available in Canada.

The experience works the same way, with measurements adjusted:

• 4,800+ litres fueled in a month unlocks Elite status
• Earnings and progress are shown in litres instead of gallons
• Activation is still required each month

1. Unlock: Fuel 4,800+ litres this month to unlock the Elite status
2. Activate: Activate Elite status in the app next month
3. Earn: Immediately start earning 4 pts/4L

*In Canada, the app display will change to reflect litres.

Yes. When you visit PilotCompany.com and log in to your account, you’ll be able to activate and track your PushForPoints and PushForPoints Elite progress from the website.

When you arrive at a Pilot location, you can easily join the shower line from the Pilot app, in-store kiosks, or the website after logging in to your account. You can also reserve a shower by seeing a team member at the register.

• Every commercial diesel purchase of 50 gallons or more earns you a free shower credit.
• When you fill 1,000 gallons in one month, you can activate Shower Power, which allows you to reserve one free shower every day for the rest of that month and the entire next month.

Yes, even though you already have one free shower per day, you still earn a shower credit with every commercial diesel purchase of 50 gallons or more. If you’ve already use your Shower Power for that day, you can reserve another shower with one of your credits to keep it fresh on the road.

Yes, each shower credit is valid for up to 10 days. Every credit is only good for one shower. You can track your shower credits and Shower Power status through the Pilot app.

Absolutely, there are a couple of ways to do this.

• Track your shower status in the Pilot app from the Home screen shower icon.
• Opt-in for text message updates before you confirm your reservation.

You can also purchase a shower in-store at the register with your preferred payment method, or available rewards points. Showers cannot be purchased through the app without shower credits or Shower Power at this time.