Pilot Flying J FAQs | Frequently Asked Questions (2024)

You may register your card at any in-store kiosk, with a cashier at the register of any location, by calling Guest Services at 1-877-866-7378or online.

“Start the Pump” is only for our cash, check or personal credit card guests. If you have a payment card such as Pilot Fleet, Comdata, EFS or any other corporate payment card, these types of cards will start the pump. To get “Start the Pump” added you will need to go to the cashier’s counter of any Pilot or Flying J location and ask to add “Start the Pump” to your card. They will require you to present to them your Commercial Driver’s License and myRewards Pro Driver card. After they have entered your CDL information into our system and onto your myRewards account, you will be put into “Start the Pump Pending”. Once that is complete, you will need to pump 500 gallons of fuel. The day that you reach your 500 required gallons the system will automatically switch you to “Start the Pump” and it will start working after midnight on that day. From that point forward, you will be able to start the pump with your myRewards card and then go inside and pay using your check, personal credit card or cash.

If you have fueledthe initial 500 gallons and registered your myRewards card, but the pump still will not start, please contact Guest Services at 1-877-866-7378.

Shower credits are automatically stored on your myRewards card when you earn them. They can be redeemed instantly at participating Pilot and Flying J locations. To redeem a team shower, both the driver and co-driver must go to the cashier counter. Each person will be charged a shower credit, and if no credits are available, each will have to pay for a shower.

It may take up to a half hour for the reset password email to be processed. If you still don't see it after a half hour, please search your Junk, Bulk, Spam, or Trash folder for the phrase myRewards. The email will be from myRewards@PilotFlyingJ.com and have the subject "Pilot Flying J myRewards Reset Password." If you try an incorrect password three times, you will be locked out of the system and need to contact Guest Services at 1-877-866-7378to reset your password.

Pilot Company is committed to meeting or exceeding state regulation and industry expectations when selling age-restricted products in our stores. To ensure we sell products in a safe and responsible manner, our stores are now verifying customers' age by scanning drivers’ licenses, regardless of age.

We take privacy seriously and retain records of only the birthdate for 30 days after purchase to verify age eligibility. Other than the birthdate, we do not store, use, or sell the Guest’s personal information from the ID.

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. The leader on duty can override the function after the photo and birthdate are verified.

All invoicing with your billing card will remain the same. All fuel purchased at Pilot Flying J will be billed directly from us, you will pay us directly. All transactional data will still show up on your current fuel card transaction report. There should be no difference on your current reporting, except for the fact that you will pay Pilot Flying J directly.

There are zero fees associated with our program.

We have a variety of options to pay your account. The most common form of payment is an automatic draft from a bank account of your choosing. There are other payment options available, but we will need to review your account further to determine if that is a possibility.

Our credit department is very good with ensuring that everything runs smoothly with your account. We rarely have an account that gets double drafted, but if we do, we will work with you quickly to resolve the problem.

Our direct bill program works alongside most major fuel cards. If you use one of the following cards, you will not need to switch: EFS, TCH, EFSLLC, T-Chek, Fleet One, or Comdata.

Your fuel card will still receive transaction fees from your account. Instead of you paying the transaction fee, we will pay it for you.

If you are interested in our Direct Bill program, the longest terms we are able to offer is weekly terms.

We will need to look at some company financial statements if you are wanting a large credit line. Anything over $50,000 per week, will require company financials.

Your discounts will show on the invoice you receive from Pilot Flying J. You will see what the retail price was at the time of purchase, and the price you paid with the discount in place. In addition, we are also able to show the discounts on your billing card reports.

Click on the “Wallet” icon on the bottom navigation. Click the “Add New Card” button. From there you can enter your card number or take a picture of the card using the camera icon. You can also add a nickname for your card.

Any corporate billing card (ex: Comdata, EFS, TCH), all major credit cards (Visa, MasterCard, Discover and American Express), and your Pilot Flying J myRewards loyalty card.

The mobile wallet is extremely secure and the card number is never stored within the app. Please discuss any concerns you may have with your company.

First, try to go back and re-enter your card number. If you still do not see your card listed, please call Guest Services,1-877-866-7378.

There’s a short 1-2 minute delay from the time you fuel until the receipt is available in the app. Check back in a few minutes.

In order to access fueling you must create an account or log-in with your existing myRewards account. You must also enter your billing card information in either the “Wallet” or in the “Fuel” section once you’ve created an account.

The fueling feature is only available when you are located at a Pilot or Flying J location.

The loyalty card associated with your account located in your Wallet is automatically tied to fueling transactions. After you fuel using the app, the points will be added to your account.

Punch this code into any pump and it will start the fueling transaction.

During the fueling transaction select the prompt, “I Need Additional Products Inside” to move and complete the transaction inside the store.

You do not need to go to the kiosk or cashier unless you want a paper copy of the receipt. An electronic receipt will appear in the receipt section of the Wallet a few minutes after fueling. You can also e-mail the receipt to yourself or someone else within the app.

Make sure location services is on and that your phone is able to locate you. Try opening your phone’s map app and see if it shows your current location correctly. If still having trouble, contact Guest Services,1-877-866-7378.

We may be having communication issues with that store. Please contact Guest Services,1-877-866-7378.

Yes! Next to the “Go” box in the “Find” tab, there is a slider button. You can select the amenity you are seeking, press “Apply” and only locations with that feature will display in the map.

Yes! Click the star icon next to the location and it will save in your “Favorites” tab. You can only save Favorite locations if you’re logged into your account.

Once you click on a location under the map, you are able to view the store’s address, number of showers, parking spaces, phone and fax, fuel prices, restaurant and deli options and all amenities available at the location.

When you create a new account, you will be prompted to add your existing loyalty card number into the app. If you already have a log-in, the app will use the loyalty card associated with that account. If you wish to add an additional card, visit the wallet and select “Add New Card.”

Yes! Using the fueling feature within the app will automatically associate your Professional Driver card with the fueling transaction. You will receive your myRewards points several minutes after fueling.

Once you’ve selected the store you would like to travel to, select “Get Me There” in the store details. You will be redirected to your phone’s map provider for turn-by-turn directions.

By using your myRewards account to log in, reserving spaces will be faster and easier. You can also use myRewards points to pay for spaces. Additionally, your full transaction history will be viewable on the myRewards Portal.

Yes, refunds are available before 12:00 pm (local time) on the day of check-in or 4 hours before the reservation begins.

Unfortunately, no dropped trailers are allowed in the parking space.

Pilot Flying J will charge your account for an additional day. Reservations begin at 4pm and continue through 3pm the following day.

Please contact our Guest Services Team at (877) 866-7378 to inquire about location specific accommodations.

Reservations can be made up to 30 days in advance and extend for up to a maximum of two weeks. For longer reservations, please contact our Guest Services Team at (877) 866-7378

From the myPilot mobile app or our website, you can view your upcoming reservations and easily cancel at any time.

Please notify the team inside the store immediately for assistance.

We offer two types of Wi-Fi at most locations. Free Standard Wi-Fi is broadcasted inside all of our Travel Centers and provides enough speed for email and basic web browsing. Paid Premium Wi-Fi, requires a user account, and can be accessed inside the store and outside on the parking lot. Premium Wi-Fi speeds vary by location. However, you are able to use Premium Wi-Fi for streaming, gaming, and other activities that require higher internet speeds. At select locations where high speed internet is not available, we offer Free Standard both inside and outside our stores.

Premium Wi-Fi may only be purchased while at a Pilot Flying J location. You can do so by following the steps on the Wi-Fi portal or by purchasing at the register. If you purchase Wi-Fi at the register, a loyalty card must be scanned during your purchase. A Wi-Fi credit will then be loaded to your myRewards account and can be redeemed upon successful login. Please make sure to add the same loyalty card number to your Wi-Fi account. Wi-Fi purchased at the register is non-refundable. No purchase or account necessary for Free Wi-Fi.

On the Wi-Fi portal, you can pay using a credit card, loyalty points, or by redeeming a Wi-Fi credit. In the store, you can purchase using any accepted payment method.

You may purchase 4 hours for $3.99, 1 day for $5.99, 31 days for $19.99, or 1 year for $99.99. Taxes vary by location.

You can connect to Wi-Fi by going to your device and choosing “Pilot Flying J – Free” or “Pilot Flying J – Premium”.

If you forgot your password, click the forgot password link on the Wi-Fi portal, and follow the instructions. If you forgot your username, please call Wi-Fi Guest Services at 404-478-7388.

After you purchase a Wi-Fi subscription, you will be presented with a screen that shows how much access time you have remaining. Once your subscription is activated, the clock runs continuously.

To connect browser-less devices, you will need to add your device’s MAC address to your user profile to authorize connection. Please call Wi-Fi Guest Services at 404-478-7388 to add your device. Each device only needs to be authenticated once per user account.

In order to provide our Guests with the best Wi-Fi experience and keep your information protected, Pilot Flying J has set a maximum number of three devices that can be connected at the same time. If you are having issues with connecting your device(s), please callWi-Fi Guest Services at 404-478-7388.

In-store Wi-Fi purchases are now automatically loaded to your myRewards account in the form of Wi-Fi credits. To redeem, login to your Wi-Fi account, add your myRewards number and select the Wi-Fi credit you wish to redeem.

Please call Pilot Flying J Wi-Fi Guest Services with any questions or concerns at 404-478-7388.