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We are happy to answer your questions and help you with managing your MOL Group Cards.

MOL Serbia
11070 Novi Beograd
Đorđa Stanojevića 14

If you would like to be our customer

Phone: +381 11 2096 900

E-mail: kartice@molserbia.rs
Card ordering and card activation

E-mail: kartice@molserbia.rs

Kartice možete naručiti i putem Virtualnog kartičnog centra.
Card blocking

Phone: +381 11 2096 900

E-mail: kartice@molserbia.rs

Kartice možete blokirati i putem Virtualnog kartičnog centra.
Claims

Phone: +381 11 2096 972

E-mail: kartice@molserbia.rs

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FAQs

How can I order cards? How can I renew my card?

You can order card directly via the Online Card Center (https://www.molgroupcards.com/occ).

- If you want to order card which has same features as an existing one, select the existing card and by clicking on ’edit properties’ choose option „create new card based on this one.
- If you want to have a card with new features, go to "Card/Card order" menu point and click on "create new one".
Afterwards, set the card features upon your preferences. Make card ordering easier and create order templates for yourself in Card order menu point. Templates can be used at the next orderings

You can also order by filling our ordering form. Please contact us via phone or in e-mail for further detials.
You can find the contact details here: https://www.molgroupcards.com/contact-us

What if I still have the card with old design with valid date?

Your existing cards with the former layouts will still be accepted at every MOL Group Cards acceptor station, as well as the renewed cards. You can use your existing cards till their expiry or getting your renewed ones from us. Afterwards, when you card has been expired, the renewed card automatically will be produced with new card layout

How long does it take to get the ordered card?

You will have your fuel card available within maximum 10 working days from ordering.

What should I do after receiving the new cards? How can I activate my card? What should I do with the handover document arrived together with the card?

Newly ordered cards need to be activated. You can activate your cards on Online Card Centre or via email (sending back the signed handover document). A new client must already have a credit limit set at that time.

If you receive a form for handover the fuel card (acceptance protocol), it is necessary that you send it back to us: scanned by e-mail, to the address indicated on the acceptance protocol. We will activate your cards based on your accepted download protocol. You can find the contact details here: https://www.molgroupcards.com/contact-us

Renewed cards need to be activated as well. Old cards can be used latest until the end of the month after receiving the renewed cards. When a renewed card is used first time at the service station, the old one is blocked automatically.

When can I start using my card?

The fuel card can be used immediately after activation.

Where can my Gift Card be accepted?

Your Gift Card has only domestic acceptance. Issuer country is to find directly on the front of plastic. You can see country name of card issuer e.g. HUNGARY, ROMANIA, SLOVAKIA etc.
You can find the list of acceptance point on www.molgroupcards.com, in section network by selection of card issuer country, under „TO DOWNLOAD“. Available is list in .xsl or .pdf format. You can select Gift cards also in Station finder, where you can look for acceptance points in combination with other parameters.

For what can I use Gift card?

Every MOL Group card has predefined restriction code which is embossed on card plastic, on the bottom left corner. General code 00000N allows you to use your card for fuels, goods and services at Service Station (in some countries there might be some restrictions). Code 0NNNNN allows you to use your card to pay for fuel only at Service Stations.
For more details about restriction code please contact us https://www.molgroupcards.com/contact-us.

Where can my GOLD Europe Card be accepted?

Your GOLD Europe card is fuel card with international acceptance. You can use it at close to 6 000 filling stations, in 15 countries.

You can use your card in Hungary, Romania, Slovenia, Serbia at MOL, in Czech Republic at MOL and PapOil, in Slovakia at SLOVNAFT, in Croatia at Tifon and INA, in Bosnia and Hercegovina at HoldIna and EnergoPetrol´s network. GOLD Europe cards are accepted also in our partner´s networks in Poland at Uniwar Gorzycki – Slovnaft partner, in Austria at St. Valentin's and Wien’s MasterDiesel, Kufstein's Inntaler and selected Diesel24 filling stations, at TotalEnergie stations in France, Germany, Belgium, Luxembourg and in the Netherlands.

You can find the list of acceptance point on www.molgroupcards.com, in section network by selection of card issuer country, under „TO DOWNLOAD“. Available is list in .xsl or .pdf format. You can look for acceptance points in Station finder too. You can select different parameters about cards and services.

Where can my GOLD „Country“ Card / GOLD „Country“ Prepaid Card be accepted?

Your GOLD “Country” / “Country“ Prepaid card is fuel card with domestic acceptance. Issuer country is to find directly on the front of plastic. You can see country name of card issuer e.g. HUNGARY, ROMANIA, SLOVAKIA etc.

You can find the list of acceptance point on www.molgroupcards.com, in section network by selection of card issuer country, under „TO DOWNLOAD“. Available is list in .xsl or .pdf format. You can select “Country” / “Country“ Prepaid cards also in Station finder, where you can look for acceptance points in combination with other parameters.

When/how can I get the invoice? When will I have the invoice in the Online Card Center?

The invoice in the Online Card Center is available after ending of invoicing process (maximum 3 days).

You can get your invoice in a printed format, or you can opt for electronic invoice. In the case of printed invoice, you will receive it via post. In the case of electronic invoice, you will receive it by email.

With our online card management system, Online Card Centre, you can access copies of your invoices, filter your transactions and track your card purchases. In the Online Card Center, the copy of your invoice is available a day after the issuing of the invoice.

The frequency of invoicing and payment terms can be tailor-made for your company, the concrete details will be defined in your contract, based on the agreement between your company and the representative of MOL Group Gold Cards.

What should I put for reference when paying the invoice?

When paying the invoice please note on the payment the invoice number and your customer ID. This way the payment is easily identified and allocated to your account. Example: Invoice number 202011111; customer ID 10255. For payment reference please place: 202011111-10255

What should I do if 3x times gave false PIN code?

If you enter an incorrect PIN code 3x, your card will be blocked. In that case, it is necessary to call the customer Business Line number, please check it here: https://www.molgroupcards.com/contact-us or in the left upper corner on the main page of our website (www.molgroupcards.com).

Please note that entering each incorrect PIN will be remembered by the system. The number of entering the wrong PIN code is counted in time, after the third entry of the wrong PIN code, the fuel card is blocked.

Example: On 9th August I enter the wrong PIN code once, I enter the correct PIN code a second time, the transaction will be completed. On November 15, I enter the wrong PIN code twice, the card will be blocked because the wrong PIN code was entered for the third time.

What should I do if I forget my PIN code? How can I change my PIN code, or what do if I lose my PIN code?

You can set a new PIN code or change the PIN code for your card in the Online Card Center. Choose the card in Card detail menu point and click on edit properties. After that choose option ’change PIN’ and at the end save modifications. Right after saving, the new PIN code is valid.

Does the renewed card have a new PIN?

Renewed card have the same PIN code as previous card, which is expiring. This is the reason why you don´t receive any PIN attached to renewed card. In case of forgotten PIN code, you can change PIN via Online Card Center (https://www.molgroupcards.com/occ).

How to solve technical issues with my card, to whom can I turn to (e.g. acceptance is not working?)

In case of any technical problems, please contact us via phone. You can find the contact details here: https://www.molgroupcards.com/contact-us

What to do when I lost my card, or I want to block my card?

In case of loss, theft of the fuel card or technical problems, please contact us via phone. You can find the contact details here: https://www.molgroupcards.com/contact-us. Our colleagues will advise you on how to proceed in 24/7.

You can also block your card in the Online Card Center. Please visit Card Center, choose the card in Cards menu point which you would like to block. Click on ’edit properties’ and select if you want to block the card temporarily or permanently. After a final confirmation your card will be blocked according to the option selected.

Are there any extra fees for card usage?

The card usage or the services related to the use of fuel cards, such as card blocking, are free of charge.

How can I limit the use of my card(s)?

You can use the card limits and restriction code setting by card production. Card limits Card limits define the amount that can be paid by a particular card in a given time frame. You can define the amount of limits on the card (limits of the volume of payments) for the selected period according to the available options: daily limit, weekly limit, monthly limit, quarterly limit and annual limit. The amount of the limits must be defined in whole units of local currency (EUR, RSD, HUF...). The setting of limits on the card is optional. You can choose limits for several periods at the same time for one card.

You can also choose a circle of card users by choosing from the available types of MOL Group cards:

- Cards issued for a vehicle registration number,
- Garage cards (GARAGE) - allow you to refuel in the fuel tank of any vehicle,
- Barrel cards (BARREL) - allow you to refuel in any tank or fuel tank of any vehicle.

These settings are used by customer for information/administrative purposes only.

Restriction code
You can decide for yourself the range of goods and services on which the fuel card can be used. You can choose your own restrictions in 5 available categories - motor fuels, services, oils and lubricants, car supplies and car cosmetics, other goods. For more details about restriction code please contact us https://www.molgroupcards.com/contact-us.

Why my card has been blocked, what can be the reason? Who should I contact if my card is blocked?

Fuel card blocking can occur in 3 cases:
- Incorrect PIN entered – in this case you can unblock your card directly from the Card Center or contact us in order to place an order for a new card
- Insufficient limit - in this case please contact us
- Financial account is blocked due to lack of payment – in this case please contact us https://www.molgroupcards.com/contact-us.

How can I block card?

Please visit the Online Card Center, choose the card in Cards menu point which you would like to block. Click on ’edit properties’ and select if you want to block the card temporarily or permanently. After a final confirmation your card will be blocked according to the option selected.

What are restrictions on card use?

Every MOL Group card has predefined restriction code which is embossed on card plastic. General code 00000N allows you to use your card for fuels, goods and services at Service Station (in some countries there might be some restrictions).

You can decide for yourself the range of goods and services on which the fuel card can be used. You can choose your own restrictions in 5 available categories - motor fuels, services, oils and lubricants, car supplies and car cosmetics, other goods. For more details about restriction code please contact us https://www.molgroupcards.com/contact-us.

Can I change the expiry date on my card(s)?

You can set the expire date only when you are ordering the card. Once the card is manufactured, there is no possibility of modification.

The expiring date on your MOL cards is predefined (based on the country) and since the moment production of the cards. There is no possibility of modification. Exception: The normal 1-year viability of the MOL GIFT card can be extended if the card is no already expired (different by coutntry).

Can I change the limits on my card(s)?

In the Online Card Center you can set daily, weekly, monthly, quarterly and yearly limits card by card. In Card detail menu point select the card and edit current usage and limits. After you insert limited value, click on save modification and your card is limited.

How can I check my available balance?

In the Online Card Center, go to financial data under Customer detail menu point . There you can access your available balance. You can also launch a report in which you can see card list with all necessary details. Please beware also the limits set card by card, as card limits can influence your available amount on your account.

How can I see consumption report?

In the Online Card Centre you have many reports available for tracking and controlling your cards’ usage and consumption. Under ’section reports’ you can launch new reports like detailed transaction report. On the dashboard you find a summary of your purchases.

How can I charge my prepaid account?

You can charge your prepaid account through a bank transfer or directly at the service station, by cash or bank card. While bank transfer's lead time is 2 working days, service station top-up is online, so the money appears immediately on your card account.

Payment via transfer:
Please contact us for the bank account number to be used in your country (https://www.molgroupcards.com/contact-us)

Payment at the Service Station
- At the Service Station, inform the cash register operator that you want to top up your prepaid GOLD card account;
- Present the MOL GOLD Prepaid card to the operator and specify the amount you want to charge as well as the payment method - cash * or bank card;
- Pay the value of the transaction and you can enjoy the benefits of the MOL GOLD Prepaid card.

Important: please contact us to check the list of Service Stations where this top-up function is available!

When I top up my Prepaid card via bank transfer, when is the payment posted/booked to my card?

When topping up your Prepaid card via bank transfer please note your customer ID in the payment reference field. Payment is booked the next in maximum 2 working day from the day you process the payment from your bank account. (During holidays and weekends payments are not booked). Example: your customer ID is 140001. When topping up via bank transfer for payment reference please note: 140001 . Please specify on country level.

Which bank account can I use to charge my prepaid account?

The Bank account where you can charge your Prepaid card is different by country. Please contact us here: https://www.molgroupcards.com/contact-us

I have a prepaid account and I get 3 invoices / month. What does each of them represent?

Each month, you receive 3 invoices:
- The prepaiyment invoice – it shows what you actual paid in advance
- The cancellation invoice (Storno) – it calculates the difference between what you paid in advance and what you actually consumed
- the consumption invoice – it calculates what your actual consumption was

How does the prepaid account work?

The prepaid type of MOL Gold Card enables you to top up your card account with a defined amount of money in advance, before filling up with fuel. You can become a MOL Prepaid Card Customer in 3 easy steps:

- Complete the online contact form
- Charge your account with the amount of money you need. Both bank transfer and top-up are available at the service station. While bank transfer's lead time is 2 working days, service station top-up is online, so the money appears immediately on your card account.
- Receive your cards, activate them via email/Online Card centre and in max 1 hour maximum you can and start fueling at MOL

You can use the account for not only for one card but you can also request more cards to one account. There is no limitation in terms of requested card number per account. There is also no limit in the number of top-ups per month, you can add money to your card account as many times as you wish.

For more detials please contact us https://www.molgroupcards.com/contact-us

How can I unblock a temporarily blocked financial account?

If your financial account has been blocked, it is probably caused by an insufficient limit or unpayed due invoice. In this case, please contact to you sales representative for further instructions: https://www.molgroupcards.com/contact-us.

How can I recover my VAT?

Every MOL Card customer who has purchases abroad is entitled to request the services of Nikosax, our VAT recovery partner, even if the purchases were not only done by MOL Gold Card.
It’s a 3-easy steps process:

1. Contact your local sales representative
2. Based on your initial demand, the sales representative will examine the unique needs of your company and will present you with a contract.
3. After signing the contract, the tailor-made offer for your company will ensure you time and money saving.

Due to the professionalism of Nikosax, the process itself is transparent and fast, while you will have several service options to select from.

Find out more here: https://www.molgroupcards.com/services/vat-refund or contact us here: https://www.molgroupcards.com/contact-us

Where can I find the complete service stations list?

You can find the complete service stations list here:
https://www.molgroupcards.com/network

Where can I find out about TOLLs and how can I pay them using the MOL card?

Toll payment covered directly via MOL Group Cards is available in 7 countries: Hungary, Slovakia, Czech Republic, Romania, Slovenia, Croatia and Serbia.

The toll payment costs will be included in your regular MOL Group Cards invoice (in a separate line).
In Western European region and Poland, we provide you toll payment solution with the help of our professional partner. , eurotoll.

If you enter the page https://www.molgroupcards.com/services/toll-payment, select the country or region you are interested in from the list on the left and find out all details regarding toll payment in the selected country.

If you would like to pay toll cost with the help of MOL Cards, you need to:
- contact your sales representative or visit www.molgroupcards.com to apply for a MOL Group Card.
- during the application select from the list of available products/services option of toll payment.

How can I create an account on the Card Center platform?

"The Online Card Center is accessible exclusively to our contractual partners, holders of MOL Gold Cards. In order to create a user on Online Card Center, access this link https://www.molgroupcards.com/occ and follow the instructions in the User Manual. "

How can I become a MOL Group (MOL/Slovnaft/Tifon/Enrgopetrol) customer?

If you would like to become our customer, please request an offer accesing the Contact button at this link https://www.molgroupcards.com/contact-us

What can be done if I paid an invoice twice, or transferred more money?

If you have paid an invoice twice or transferred more money by mistake, there are 2 possible solutions:
1. The additional sum can be compensated through the next due invoice.
2. If there are no due invoices, the sum can be returned to you. In each cases, you need to contact us https://www.molgroupcards.com/contact-us (you can specify in translation) MOL Romania , at .. (It should be set country by country)

What can I do if I have a MOL card but the car's license number is no longer the same?

If the license number imprinted on the card is no longer valid, you need to block the card in the Online Card Center and request a new card, with the updated license number. You can request a new card in the Online Card Center or via email, https://www.molgroupcards.com/contact-us.

I own a MOL card issued for fuel only. Can it be modified to purchase other products?

The MOL Card’s initial settings cannot be modified. However, you can simply order a new card.

You can order card directly via the Online Card Center (https://www.molgroupcards.com/occ).

If you want to have a card with new features, go to ’Card/Card order’ menu point and click on ’create new one’. Afterwards, set the card features upon your preferences. Make card ordering easier and create order templates for yourself in Card order menu point. Templates can be used at the next orderings
Please contact us via phone or in e-mail. You can find the contact details here: https://www.molgroupcards.com/contact-us

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We are happy to answer your questions and help you with managing your MOL Group Cards.

If you would like to be our customer

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