Instant CITGO Savings FAQ

Key Contacts

  • For POS configuration assistance:
  • For general program questions such as settlements:
    • Call CITGO Light Oils Customer Service and Payment Options at 800-423-8434, option 1.
  • CITGO Rewards Credit Cardholders
    • Call the customer service number on the back of the CITGO Rewards Credit Card.

Information Summary for Marketers and Retailers

  • The CITGO Rewards® Credit Card is issued and managed by Synchrony Financial Bank.
    • For questions, call the number on the back of the CITGO Rewards Credit Card.
  • Instant CITGO Savings only apply when the customer is using the CITGO Rewards Credit Card when paying for fuel
  • Existing CITGO Reward cardholders will receive an Instant CITGO Savings of 5¢ on every gallon of CITGO fuel when they use their CITGO Rewards Credit Card to purchase CITGO fuel every day.
  • New CITGO Reward cardholders will receive an Instant CITGO Savings of 30¢ on every gallon of CITGO fuel when they use their CITGO Rewards Credit Card to pay for CITGO fuel for the first 60 days from the date their account is opened.
  • A CITGO Rewards Credit Statement will be issued to cardholders when using the CITGO Pay™ app for the CITGO Pay discount portion amount, as this feature is in development.
  • Promoting the program to consumers will occur at our participating locations in our Wave 4 POP campaign in mid-November.
  • Instant CITGO Savings are dependent on fuel dispenser configurations at each location.
    • If you are not sure if your system is configured properly, please see the first FAQ question below.
  • Synchrony Financial Bank is not able to support non-CITGO Rewards cardholder questions.
    • Synchrony Customer Care agents have an FAQ based on how transactions are received, and the actions taken for settlement.
    • Their primary focus is to confirm that the CITGO Rewards cardholder received the discount, and if not, a statement credit was issued.
  • Synchrony agents do not have insight into POS and cannot answer why an Instant CITGO Savings did or did not work.
  • The CITGO Rewards Credit Card is issued and managed by Synchrony Financial Bank.
    • For questions, refer the cardholder to call the customer service number on the back of their CITGO Rewards Credit Card.

FAQs

  • Within MarketNet®, go to POS Program Reports, put in your location ID and select “Continue”.
  • The report shows two important metrics for each CITGO Program, the heartbeat and last transaction time.
    • The heartbeat identifies the last time the POS at a location communicated to the program host. The last transaction is the last recorded customer transaction sent to the program host.
    • Red - No activity for 7 days or longer. Immediate action required to restore program functionality.
    • Orange - No activity for over 3 days. Action is likely required to restore program functionality.
    • Yellow - No activity for over 24 hours. Monitor status.
    • Green - Activity within 24 hours. No action required!
    POS Program Report
  • What if something requires action?
    • The location will troubleshoot the POS configuration to restore program functionality.
    • CITGO offers three avenues to resolve issues:
      1. Call OWL Configuration Services at 800-495-4548, Option #1 from 6 a.m. to 6 p.m. CST / 7 a.m. to 7 p.m. EST
      2. Call CITGO POS Programs Support at 800-423-8434, ext. 5415
      3. Email: prgmspos@CITGO.com
  • Data for locations using Acumera and Mako MNSP devices may not be available.
  • Data is not currently available for locations using NCR POS.
  • All CITGO branded locations are required to offer the CITGO Loyalty Trifecta Programs: Club CITGO®, Mobile Pay, and FIS Premium Payback.
  • It is the shared responsibility between CITGO Marketers and CITGO to ensure that programs are functioning properly on their locations' POS. Failure to participate and offer these programs may result in fines and penalties, up to and including debranding of the location.
  • Within MarketNet, the Point of Sale Terminals page provides various installation guides and includes separate sections with step-by-step instructions for configuring the CITGO Loyalty Trifecta Program: Club CITGO, Mobile Payments, and FIS.

There are three ways to get the process started:

  1. Call OWL Configuration Services at 800-495-4548, Option #1 from 6 a.m. to 6 p.m. CST / 7 a.m. to 7 p.m. EST
  2. Call CITGO POS Programs Support at 800-423-8434, ext. 5415
  3. Email: prgmspos@CITGO.com
  • The CITGO Rewards Credit Card is issued and managed by Synchrony Financial Bank.
  • Ask them to call the number on the back of their CITGO Rewards Credit Card.
  • Yes. When they use their CITGO Rewards Credit Card at the pump or in the convenience store, their discounts will combine from both programs.
    • Savings are limited to 30 gallons per fill-up with Club CITGO.
    • In addition to the 5¢ off every gallon every day for paying with their CITGO Rewards Credit Card, they will also receive the everyday discount of 3¢, plus additional savings on Triple Tuesday (9¢) and 5¢ Fridays from Club CITGO.
    • Discounts are only applied when they use their CITGO Rewards Credit Card to pay for CITGO fuel purchases.
  • If you are not enrolled, download the Club CITGO app from the Apple App store for iOS users or at Goggle Play for Android users.
  • For additional assistance, please call 866-248-4672 or send an email to ClubCITGO@CITGO.com.
  • Yes! If they are a CITGO Pay app user and pay for CITGO fuel with their CITGO Rewards Credit Card, they will receive a statement credit for the CITGO Pay discount amount at the end of the following month's billing cycle.
  • Your customers must make certain that their CITGO Rewards Credit Card is correctly linked to their CITGO Pay app wallet as the method of payment.
  • Development is ongoing to make this a seamless customer experience.
  • For CITGO Pay support:
    • On your CITGO Pay app home screen, tap the “More” button on the bottom right of your screen.
    • Tap “Help”
    • By selecting the envelope, you can create an email that will be sent directly to the CITGO Pay Customer Service team.
    • Selecting the phone will give you the option to call the CITGO Pay Customer Service team directly, OR
    • Call 866-248-4672
  • For CITGO Rewards cardholders to confirm whether the discount was applied or not:
    • Call the customer service number on the back of the CITGO Rewards Credit Card.
  • The CITGO Rewards Credit Card is issued and managed by Synchrony Financial Bank.

What should a receipt look like?

Printed receipts look differently based on the type of fuel dispenser and the Point of Sale (POS) System at the CITGO location. Provided below are a few examples of various printed receipts showing the fuel discount.

receipt
receipt
receipt