Frequently Asked Questions

When you use a payment card to unlock the pump via the terminal of a petrol station, an amount is reserved on your account because the amount to be paid is not yet known. This amount can be compared to a deposit (also called pre-authorisation). This is so at every petrol station in Europe and in line with European legislation.

The amount can be a maximum of €375. As soon as you finish refuelling, the reserved amount will be released and your account will be debited with the exact amount of your refuelling. This normally takes a few minutes. If it takes longer, you can always contact your bank so they can release the amount. We do not reserve this amount and cannot release it.

Are the data from the app automatically included on the invoice?

No, if you would like the number plate and vehicle to be included on the invoice, you can set this up via MY MAES or contact the fuel card service.

Can I refuel using any bank card?

Yes, you can pay with any bank card in the MAES app, as long as you have your bank’s app or Payconiq on your mobile.

When are the charging transactions added to the invoice?

You are used to see all the transactions of the month on one invoice. Unfortunately, the eletric charging transactions are processed with a one month delay. This has to with the current way of working by the charging station operators and is completely out of our hands. You should expect the transactions of the previous month on next months invoice.

How can I top up my Prepaid card?

If you already have a prepaid card that you would like to reload, you can contact us by email and you can transfer the agreed amount. You can also stop by one of our L’Unique Shops, the shop staff will be happy to help you.

Where can I find my original PIN code?

The app uses the original PIN code, which you received in the accompanying letter when you received the card. If you have already changed this code and you no longer have the original one, you can of course always request it via the MAES fuel card service. Please note that you do this via an e-mail address known to us.

Where can I find my invoices online?

To download your invoices you can always go to “My MAES”, where you can find all information. Do you no longer have your login details? Contact us via email or the contact page.

How do I apply for sponsorship?

Just send us an e-mail with your details and questions and we will process your request as soon as possible.

What is a reservation amount when using a credit card (Visa, Mastercard, …)?

After a refueling I see that 125 € has been withdrawn from my account. How come? Your card issuer makes a “reservation” when unhooking the gun. This amount is only a temporary reservation and will never be deducted from your account. This amount will disappear after a few days. You can repeat this question with another question. Eg more has been deducted from my card than I have refueled? This is probably a reservation amount.

The ticketpaper ran out, what now?

If you wanted to print a ticket and the paper ran out, you can always email or contact us. We can then do the necessary for you. Be sure to provide the station location as well so that we can fix this for other customers as soon as possible.

I have suffered damage from a third party at a gas station, what now?

You can always let us know, we can check the images but can only give them to the police. You therefore have to file a complaint for this.

Can I apply for a MAES fuel card as a private individual?

Our fuel cards are for companies & self-employed persons. We do not offer a fuel card for private individuals.

Can I return my card?

If you want a replacement card or if you no longer want to refuel with MAES, you do not need to return your current card. Just block them via ‘my MAES’ and you will no longer be able to refuel with the card.

I have an outstanding bill and my fuel card is blocked. How can I solve this problem as soon as possible?

If you still have an outstanding balance, the cards will be blocked automatically. You can transfer the balance manually or contact us via tankkaart@maesmobility.be

Can I also collect my new MAES fuel card?

If you let us know on request or by e-mail, you can also simply collect the card from our head office or from one of our service stations. In the latter case, you will have to wait and it may also take some time for one of our technicians to come by.

Which products does MAES offer?

Take a look at our offer page to see which products MAES can deliver for you!

How can I top up my MAES Prepaid Card?

If you already have a prepaid card that you would like to top up, you can contact us by mail and you can then transfer the agreed amount.

I am looking for a specific product, how do I do that?

For an overview, please visit our offer page. To stock up, you can easily consult our search function and use the filter to select the desired product.

What limit can I put on my MAES prepaid card?

You can choose the limit you put on the card yourself with a minimum of €50, please contact us via email for this.

What exactly is E5, E10 or B7?

From 12 October 2018, all petrol stations in the EU will have to place new fuel labels on their pumps. These labels are the same across Europe and should make it easier to know what you should fill up with correctly. In addition to the labels on the pumps, they will also appear on new vehicles (in the service booklet and in the fuel filler cap) to show which fuel you should use to avoid problems.

Petrol types: The petrol types have a round shape with the letter ‘E’ followed by a number. The number after the ‘E’ represents the maximum percentage of biocomponents that can be included in it. These biocomponents are added to reduce CO2 emissions. For example, Euro 95 is labelled E10 and Super 98 then becomes E5.
Diesel grades: Diesel grades get a square shape with the letter B, this does not stand for Petrol so don’t get caught here. But stands for the maximum percentage of specific biodiesel components it may contain. The XTL indicates that the fuel is synthetic and not made from crude oil.
Gaseous fuels: For gaseous fuels, the label is diamond-shaped. To avoid confusion, the old product names on the pumps are not going to disappear just yet

Which transactions are on the invoice?

Only those of the external terminal. Shop transactions aren’t possible via Smart Reporting.

Does MAES keep my card number?

When you add a card number via our portal, the number does not get saved on to our systems. The numbers are saved securely on the systems of Wordline. They provide this service for a number of bancs. Wordline gives a unique code to the debit card, which will be used to add the refuelings to the invoice.

What is the difference between euro super & Super 98?

Which octane rating is suitable for your car’s engine depends on the octane requirement specified by the manufacturer. Nowadays, almost all petrol cars are equipped with an engine management system, which checks during combustion whether petrol with RON 95 (regular Euro 95) or RON 98 (Shell V-Power Petrol) has been filled. In this way, the engine makes optimal use of the available octane number and Shell V-Power Petrol delivers better performance. If your car is suitable for Euro 95, you can also always fill up with Shell V-Power Petrol.

What is the difference between regular diesel and Supremium Diesel?

Supremium Diesel from MAES has an extra additive package, developed in collaboration with Wynn’s. These additives provide even more cleaning power. The cleaner the engine, the cleaner the combustion, the result: more power and less emission.

Can I use the MAES Prepaid Card as a gift card?

Certainly, you can request the card from us and then have an amount put on it. Then this card can simply be used as a gift card.

Can I get a list of all my refuelings?

Via “my MAES” you can request an overview of all your transactions.

Can I request camera images from MAES?

You cannot request camera images through us. Our stations have camera security but because of privacy reasons we can only give these to the police. We can of course check them for you if you have lost something, but we do not provide number plates or personal descriptions. For this, you must first lodge a complaint with the police.

Where can I visit a car wash at MAES?

At some of our stations we have a carwash, it is almost always managed by third parties. You can find all locations here.

How do I request a fuel card?

Not yet a customer? Then you can easily find all the information about the fuel cards here and you can also immediately request a fuel card. If you are already a customer and you want an extra fuel card, you can do this via my MAES, by telephone, by email or by using the contact form.

I suspect some sort of fraude with my card, what do i do now?

If you think that skimming or fraude has occured with your card or at our service stationss. Please contact us as soon as possible. That way, we can check it right away. Do call us on 03 889 89 89 or contact us.

I have suffered damage at a gas station, what now?

You can always contact us with all information (damage photos, petrol stations address, date & time) and we will see what we can do for you as soon as possible.

How can I request all data that MAES has from me?

For this you need to contact us so that we can look this up and let us know. Rest assured that we keep your information confidential and keep only the essentials for proper functioning!

Are there any vacancies at MAES?

At MAES we are always looking for new employees, on this page you can see which vacancies are open. You can also send a spontaneous application!

How do I download the station finder?

To put the station finder on your mobile phone so that you can quickly open the application with one click, you can go here.

I cannot log in to my MAES, Smart Reporting or MMC portal, what to do?

You can always request a new password via the link under your password, if you have also lost your username and / or e-mail address, it is best to contact us.

I made a double payment, how do I get my money back?

As soon as we receive the double payment, we will transfer this amount as soon as possible! So you don’t have to worry about this.

I have not received an invoice, how come?

Every month you can expect an e-invoice from us, if you haven’t received one, be sure to check your SPAM folder first. Otherwise contact us immediately and we will check it. Have you recently changed your e-mail address? Then change it quickly on my MAES or contact us by e-mail with the new details.

How should I order mazout, AdBlue and the like?

You can easily order or request a quote via the website.
If you wish, you can also do this by phone on 03 889 89 89.

Can I obtain AdBlue® in the shop?

In our shops you can always find AdBlue® in cans. But some of our stations also have this at the pump. Take a look at our stationfinder for the locations

How can I update details such as VAT number, address, bank account number,…?

If your VAT number is changed, you should always let us know so that you always receive the correct information on your invoice. You can easily do this by sending an e-mail to info@maesmobility.be of via the contact page on our website.

If you change your bank account number, it is best to let us know as soon as possible to avoid problems with the direct debit. This way, everything continues to run smoothly and you do not risk your fuel card being blocked. You can do this conveniently via this page.

If your address is changed, it is always best to let us know so that you don’t get any problems when you apply for a new card. You can quickly change this yourself via MY MAES, or you can easily do this by sending an e-mail to info@maesmobility.be or via the contact page on our website.

Can I fill up with a passenger car wherever there is AdBlue®?

No, at some stations only AdBlue® for trucks is available. Just go through our stationfinder and select AdBlue for passenger cars to find your desired product.

How can I have my data deleted from MAES?

If you want to stop with us as a customer, we are of course very sorry! Once all payments are in order, you can also have your data removed, please contact us by e-mail and we will take care of it!

At which service stations can I find AdBlue®?

You can obtain AdBlue® from a number of stations. Via our stationfinder you can easily select by product, including AdBlue® for passenger cars or trucks

I think I have seen signs of Skimming at one of the stations, what now?

If you think there is a case of skimming or fraud taking place at our stations, please notify us as soon as possible, so we can check this immediately. You can call 03 889 89 89, email us or leave a message on the site.

Money has gotten stuck in the machine, now what?

Please contact us as soon as possible. This way we can quickly send a technician to solve this problem. Otherwise, it can also cause problems for the following customers. While on the phone you can immediately leave your details with which we can then refund the lost amount.

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