Frequently Asked Questions
1. Why do I need to add my credit or debit card information to use the app?
This is how you fund your fuel-ups – simple as that. Add your credit card information to our secure platform, then use your app or Greenlane card to pay at every stop. You can also add funds to your personal Diesel Wallet on the Greenlane app to fund your future fuel-ups.
2. How do I add my payment instrument?
We’ll walk you through it when you first sign up. Want more than one payment option? Head over to your Profile tab on the app to add it or use it during the checkout flow the next time you fuel up.
3. What are micro charges?
To make sure your account is always locked in and safe, we send tiny test deposits to your card when you add it. This proves you have access to your own account (no scammers allowed). You’ll see the charges in your bank’s recent activity, or your bank might send a push notification.
Enter the amounts in the app, and then the charges disappear. It’s fast, it’s secure, and it’s simple.
Watch our short tutorial video (English and Español).
4. How do I purchase fuel using the Greenlane app?
Here’s how to start driving harder and saving smarter:
- Launch the Greenlane app.
- Tap the Pay button at the center of the tab bar.
- Confirm your travel center and payment method.
- Choose your gallons of diesel, reefer fuel or DEF.
- Swipe to authorize.
- Swipe your Greenlane card at the pump (if required) or punch in the start code + unit/trailer numbers.
- Fuel up.
For additional help, watch our tutorial videos. (English, Español)
5. Why did my authorization fail?
Authorization failed? It could be one of these reasons:
- Fraud Flag: Your bank might be protecting your account. Approve the alert, then try again.
- Outdated Info: Check your ZIP, expiration, and CVV. Are these updated?
- Bank Issues: Banks have problems, too. Sometimes, outages happen. Wait a bit and retry or contact your bank.
- Not Enough Funds: Try authorizing a smaller amount or use a different card.
Still stuck? Call (800) 716-6997 or email help@greenlane.ai
6. How old must I be in order to use Greenlane?
You must be 18+ with a valid CDL and legal driving status in your state.
7. What's an authorization hold?
This is just a quick hold to check that your card has enough funds. You’ll only be charged for what you actually pump. Cancel before fueling? No charge. Fuel less than authorized? You’re only charged for what you pump (not a penny more).
8. How long will it take for my authorization hold to drop from my account?
We release the hold after 24 hours; then, it’s in your bank’s hands. They’ll take anywhere from 48 hours to 7 business days. Contact your bank directly for details about their holding policies.
9. I don’t see a receipt in my app, and it hasn’t been emailed to me – what now?
Most receipts will show up instantly. Every now and again, some locations report late. This could take up to 30 days (but that’s rare). Usually, you’ll see your receipt in 48 hours. Don’t see your receipt? Contact us (call (800) 716-6997 or email help@greenlane.ai) for help.
10. Why do I need to provide my address during the sign-up process?
We need it to mail you your (physical) Greenlane Member Card.
11. What is the Greenlane EFS card, and how do I get one?
The Greenlane EFS card is a fleet card powered by WEX. You’ll need to use it at travel centers and stops that don’t support cardless pay. Soon, it’ll also offer instant credit. You’ll get your Greenlane EFS card after your first fuel-up, or you can request it in the app.
12. Can I get cash advances on my Greenlane card?
No. But owner-operators can use the Greenlane Diesel Wallet to fund their future fuel-ups for smarter and more strategic savings later.
13. What happens if I lose my Greenlane card?
Don’t sweat it. Call Member Support at 800-716-6997 or email help@greenlane.ai, and we’ll send you a new one. In the meantime, you can fuel at cardless fueling locations until your card arrives.
14. What is Fuel Optimizer?
Our favorite new tool helps you find and plan for the best deals on your route to save more on every gallon of fuel at stops that feel like home.
15. How can I get my fueling data for IFTA reporting?
It’s easy. Head to your Greenlane profile. Tap Transaction Report. Follow the prompts. That’s it – you’re done. Need more IFTA info? You can learn about it here.
16. Can I purchase diesel at the front of the house where street cars fill up using my Greenlane app?
No. You can only purchase diesel offered in the high speed fueling lanes where trucks and commercial vehicles fill up. We welcome RVers in using Greenlane to purchase diesel, but you must go where the truckers fill up.
As such, transactions that happen outside of the truck lanes are not subject to our discounts and will be charged the full retail price at the pump.
17. Can I purchase reefer fuel?
Absolutely – you can get the same discounts as diesel at participating stops.
18. What is the Greenlane Wallet?
Your chance to get steep savings on fuel and access more ways to pay. Our digital Diesel Wallet lets you prefund your fuel-ups so you can save more strategically.
Here’s how it works: Pre-load your cash. Fund your next fuel up. Every mile is money back.
19. How soon after transferring funds to my Wallet will those funds be available to purchase fuel?
This could take up to 2 business days, but most members qualify for instant transfer. That means funds are available before your next fuel-up.
20. What if my Diesel Wallet transfer hasn’t landed in my account yet?
Feel free to use any other card saved in your Greenlane app while your wallet loads – no delays
21. What’s so special about the Diesel Wallet?
The digital Diesel Wallet offers you strategic savings with no fees on pre-funded dollars from your Wallet spent on diesel or reefer fuel.
22. Can I change how much funds are to be transferred after initiating a transfer?
Once you start your transfer, you can’t change it. But you can always add a second transfer ASAP.
23. Can I transfer money out of my Wallet?
No. You should only fund what you need for fuel and Greenlane purchases.
24. What if I accidentally transferred money into my Wallet? Can I transfer it back out?
No. What goes in the wallet stays in the wallet until you use it to fuel up. Wallet funds can’t be withdrawn, so be intentional when you load it up.
25. What are transfer failure fees?
If your Diesel Wallet transfer fails because of low funds in your wallet, our partner charges a $19.99 fee – we pass that your way. The best way to avoid the fee? Double-check your account before transferring to your Wallet.
26. Why do I have an "outstanding balance"?
That means a payment didn’t go through. You’ll see a fee attached to it, too. Settle your account to keep fueling.
27. What are the benefits of Greenlane for fleets and fleet owners?
In short? Your fleet gets an all-in-one fueling strategy. You get steep savings, smart controls, security, and simple reporting. Want to learn more about how we help fleets like yours? Contact our fleet team at fleets@greenlane.ai with questions.