FAQs
OTR App
What can I do with the OTR App?
With the OTR App, you can:
Pre-order, Favourite your order, Pay for Fuel at the pump, Give to the community, Earn Rewards, Provide feedback on service and quality and more.
How do I get the OTR App?
For Apple users: Search ‘OTR App’ in the Apple App Store to download.
For Android users: Search ‘OTR App’ in the Google Play Store to download.
Ensure that you have a network connection before downloading the OTR App.
Will I need to Register to use the OTR App?
Some features such as Store Locator and Deals will be made available without registration. You will need to Register to take advantage of the Jump the Q coffee ordering and to receive your OTR Rewards.
How do I register with the OTR App?
You can register in different ways with the OTR App.
By Email: To Register to the OTR App, download the OTR App. Open the OTR App and tap ‘Register’. Enter your email address, enter a password, and select Register. You will be sent a verification email to the email address you entered in your registration. Click the link contained in the email on your smartphone to verify your email address before logging into the OTR App. Once you have verified your email address you can log into the OTR App.
By Facebook: Facebook registration can also be used to register to the OTR App. Tap the ‘Continue with Facebook button. The OTR App will search to find your Facebook App and use this to identify you for registration. You will not need to verify your email address when registering by Facebook.
By Apple: Apple registration can also be used to register to the OTR App. Tap the ‘Continue with Apple’ button. You need to be signed in with your Apple ID in System Preferences
What devices support the OTR App?
The OTR App supports Apple devices (iOS 6.0 or later) and Android smartphones (Android 4.0 and up). The OTR App does not support Windows or Blackberry devices.
Why won't the OTR App download onto my phone?
If you are experiencing issues downloading the OTR App to your phone, follow the below steps.
- Shutdown the app and restart
- Restart your device
- Ensure your phone has been updated to the latest software.
- Check that you have an active network connection. Some Wi-Fi networks may require you to sign in before accessing the network.
I have forgotten my password and cannot log in. What do I do?
If you have forgotten you password, click on the ‘Click here’ link on the ‘log in’ page of the OTR App. You will be asked to enter your email address that you used to register to the OTR App. A temporary password will be sent to the email address. Log in using this temporary password and you will be prompted to create a new password.
The OTR App has asked if I wish to turn on location services. Why do I need to use location services?
Location services are used for selecting your nearest stores to pre-order via the OTR App.
I no longer want to use the OTR App. What do I do?
If you no longer wish to use the OTR App, simply go to the “Get in touch” section of the OTR App and under the feedback type select “Delete account”. Our team will process your request within 3 business days, you will receive a confirmation email once your account is deleted.
My app says 'Verifying email…', but doesn't look like it is doing anything. What do I do?
Go back in to your verification email. Check you have internet connection and re-click the verify link.
OTRGive
What is OTRGive?
OTRGive is a community program where OTR makes donations to 6 specially selected National Australian charities on your behalf. Every time you purchase in the OTR App, or scan your barcode at the counter, a donation is made to the charity you chose – at no cost to you.
How do I join?
OTR Give is easy to join.
- Download the OTR App and Create an Account
- From the Menu select OTR Give
- Select your preferred charity & click ‘Choose your charity’
- Make a purchase within the App or Scan your barcode in store
- OTR will donate to your selected charity at no cost to you
Is there an extra cost to me?
No, OTR makes a donation on your behalf at no additional cost to you.
How much of my purchase is donated?
OTR will donate 1¢ for every $2 of qualifying purchases and 1¢ for every 2 litres of fuel.
Please note, Tobacco, Lotteries, Guzman Y Gomez and Hungry Jacks are excluded and do not qualify.
Can I change my chosen charity?
Yes, you can change your Charity Partner at any time.
- Click Menu and select OTR Give
- Click Change Charity
- Select preferred charity & click ‘Choose your charity’
How can I track donations made to my charity partner?
You can do so via the OTRGive Dashboard.
- Click Menu and select OTR Give
- Click Dashboard to display total donations made to date to your chosen charity
What type of community groups is OTRGive supporting?
There are six national charity partners to choose from, all committed to improving the lives of their communities, whether that’s by providing food, healthcare, emergency support, animal care or education. To see more on the specific partners use the OTRGive menu item in the App.
GoGreen
What is carbon offsetting?
Where emissions are unavoidable or difficult to reduce, they can be offset through separate projects which reduce or remove greenhouse gases from the atmosphere elsewhere. The amount of greenhouse gas emissions reduced or removed is measured in a unit known as a carbon offset (or carbon credit). OTR’s GoGreen program enables you to offset the emissions produced from your fuel purchase.
What projects do you support?
OTR supports a mix of Australian and international projects spanning rainforest protection, bush regeneration, renewable energy, and energy efficiency. You can learn more about these projects on our website.
How is my offset being calculated?
Emissions have been measured across all activities associated with your fuel. This includes extracting, refining, transporting, retailing, and combusting fuel. Our measurements have been independently verified by a 3rd party auditor.
Does OTR contribute towards offsetting emissions?
Yes, OTR funds the cost of offsetting all emissions arising from extracting, refining, transporting, and retailing fuel at no cost to customers. This means that our customers only offset the emissions associated with driving their vehicle (or combusting the fuel).
How do I know the offset is trustworthy?
OTR uses a strict set of criteria to ensure that only high-integrity offsets are purchased. Offsets must be issued by a reputable accreditation body and have passed a due diligence process performed by one of Australia’s leading carbon offset providers, Tasman Environmental Markets Australia Pty Ltd (TEM). The diligence process involves evaluation of all offset project documentation, such as verification reports and ongoing monitoring reports, and can include in-person visits to select projects.
Can I change my offset percentage later?
Yes, you can adjust your offset percentage at any time prior to fuel transaction through the App’s Account Management settings.
Can I stop contributing to the projects?
Yes, you can stop contributing to carbon offsetting at any time through the app’s settings. You will always have the opportunity to join again via GoGreen in the menu or after a successful in-app fuel transaction.
How can I track my carbon offsetting progress?
Yes, you can stop contributing to carbon offsetting at any time through the app’s settings. You will always have the opportunity to join again via GoGreen in the menu or after a successful in-app fuel transaction.
Can I get a refund for my offset contributions?
Unfortunately, offset contributions are non-refundable once they have been made. Be sure to adjust your offset percentage as needed.
Do I have to offset my emissions every time I pump fuel?
No. However, the offset percentage selected in your account will be applied as the default for all in-app fuel purchases. If you wish to make a change, please do so before starting your fuel purchase. You can access it via Account Management –> GoGreen –> Settings.
My Profile
How can I update my details?
You can update your details by logging into the OTR App and selecting ‘My Account’ from the app menu in the top right corner of the screen. Click on the Personal Details section.
How do I change my password?
Log out of the OTR App. Click on the ‘Click here’ link on the ‘log in’ page of the OTR App. You will be asked to enter your email address that you used to register to the OTR App. A temporary password will be sent to the email address. Log in using this temporary password and you will be prompted to create a new password.
How do I add a payment method?
You can add a payment type by logging into the OTR App and selecting ‘My Account’ from the app menu in the top right corner of the screen. Click on the ‘Add Payment Method’ button, select which payment method you would like to add, enter your details and click save.
What payment methods can I add?
You can add VISA or MasterCard credit cards.
How do I change my payment details?
You can change your payment details by selecting ‘My Account’ from the app menu in the top right corner of the screen. Click on the ‘ Add Payment Method’ button, delete which payment method is incorrect, and click the ‘Add Payment Method’ button to add new payment details.
Can I make a default payment method?
To select a default payment method, go to your payment options in the ‘My Account’ screen and tap which payment method you would like as your default. The payment method will then have a green tick and green border.
How many payment methods can I have at once?
There is no limit to the number of payment methods you can have attached to your account at once.
I no longer want to receive emails from OTR. What should I do?
Untick ‘Send me great offers & deals’ from OTR’ tick box in the ‘My Account’ screen.
Ordering
What can be pre-ordered through the OTR App?
You can pre-order from C Coffee, Moe’s, Krispy Kreme, EAT Bakery, OTR Supermarket, Subway, Oporto and Wokinabox.
Can the pick-up location of an order be change once the order has been placed?
Unfortunately once an order has been placed through the OTR App, the location is unable to be changed. Once an order is placed it is automatically sent through to the store.
Can the pick-up time of an order be changed once the order has been placed?
The pick-up time is able to be changed if it is greater than 5 minutes until the pick-up time that was selected. To change the pick-up time of an order, go to ‘My Orders’ in the app menu, view your current orders and select change ‘Pick-Up Time’ for the order that you would like to change. Once the new time has been chosen, select done.
Where do I collect my OTR App order when I arrive in store?
The pick-up time is able to be changed if it is greater than 5 minutes until the pick-up time that was selected. To change the pick-up time of an order, go to ‘My Orders’ in the app menu, view your current orders and select change ‘Pick-Up Time’ for the order that you would like to change. Once the new time has been chosen, select done.
Rewards
What brands earn Rewards?
Registered users of the OTR App can earn Rewards on C Coffee, Moe’s Dog & Shake, EAT, CHILL, Krispy Kreme, Happy Wash, Wokinabox, Oporto and Subway.
What are the Buy 4 Get 1 FREE offers?
The Buy 4 Get 1 FREE offers are:
C COFFEE
– Buy 4 Regular C Coffees, Get 1 FREE
– Buy 4 Grande C Coffees, Get 1 FREE
– Buy 4 Max C Coffees, Get 1 FREE
HAPPYWASH
– Buy 4 ‘The Wash’ car washes, Get 1 FREE
– Buy 4 ‘The Wash & Dry’ car washes, Get 1 FREE
– Buy 4 ‘Deluxe Wash’ car washes, Get 1 FREE
– Buy 4 ‘Ultimate’ car washes, Get 1 FREE
– Buy 4 ‘Platinum’ Car Washes, Get 1 FREE
SUBWAY
-Buy 4 6-inch Sub, Regular Wrap or Regular Salad Combo, Get a 6-inch Sub, Regular Wrap or Regular Salad Combo FREE
– Buy 4 Footlong Sub, Large Salad or Large Wrap Combo, Get a Footlong Sub, Large Salad or Large Wrap Combo FREE
How do I redeem a Reward?
You can redeem a C Coffee Reward automatically when pre-ordering online.
To redeem a Reward at an OTR store, let the OTR Team Member know that you want to redeem a Reward and show them the redemption code. To do this go to the ‘OTR Rewards’ tab in the OTR App:
- Tap the brand of the Reward you wish to redeem
- Tap the Buy 4 Get 1 FREE offer you wish to redeem
- Press ‘Tap to Redeem’. This will show a redemption code that the OTR Team Member is required to enter during the transaction
Do Rewards expire?
Yes. Rewards are valid for 12 months from the date they have been earned.
How do Stamps become Rewards?
Stamps are automatically converted into Rewards when you have purchased 4 of the same deals.
How many Stamps do I receive when I buy a Buy 4 Get 1 Free Deal?
Each valid purchase receives one Stamp.
Can I still earn Rewards if I forget my phone?
Unfortunately Stamps and Rewards can only be earned by scanning your app barcode in store, or by placing an order through the OTR App.
How often do OTR Rewards update?
Stamps and Rewards that are earned in the OTR App may take up to 24 hours after the transaction to appear in your OTR Rewards screen.
How do I earn Rewards?
Each time you purchase an offer in-store entitled to earn a Stamp towards a Reward i.e. Grande C Coffee, scan the barcode on your OTR Rewards screen in the OTR App at the Point of Sale in store and watch as you gain Stamps towards your free Reward.
Coffee items ordered through the app will be automatically added to your Buy 4 Get 1 FREE rewards tally, no need to scan in-store.
How can I keep track of my Rewards?
To keep track of your Rewards, access the OTR Rewards screen in the OTR App by the shortcut on the bottom right of the home screen, or by the app menu.
I have an issue with my App. What should I do?
If you encounter an issue with your app, retry the steps you took to see if you can repeat the issue. If you can repeat the issue you can raise it with the App development team directly via the OTR App:
- Select ‘Contact Us’ from the app menu and complete as much detail as possible including:
- What phone you have
- What version of iOS or Android you have
- What steps you performed that resulted in the issue
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