FAQs

OTR App

For the best experience, a device running Apple iOS 10 or Android 9.0 or greater is required.

Location services are used for a number of reasons in the OTR App, designed to give you the best experience. Examples include: –

  • selecting your nearest stores to pre-order via the OTR App
  • calculating delivery times for pre-ordering
  • as a validation method to improve Scan. Pump. Save

You can delete your account by going to your profile under account settings and select ‘Delete Account’. You will receive a confirmation email once your account is deleted.

OTRGive

OTRGive is a free community program where your purchases make a difference.

When you buy, we give! Simply choose a charity from OTRGive in the OTR App that resonates with you. When you order in the App, or buy fuel, or shop, by scanning your OTR App in-store it will automatically direct OTR to donate a portion of your purchase to your selected charity—at no cost to you.

OTRGive is easy to join.

  1. Download the OTR App
  2. Select OTRGive from the App Menu
  3. Choose a charity
  4. Either order in the App, or shop and scan your barcode in store
  5. OTR donates a portion of your purchase to your charity

Nothing, you select the charity, OTR makes the donation.

OTR will only donate a portion of your purchase when you have an OTRGive charity selected and purchase in the App (OTR donates automatically) or you scan your App in-store. Amounts donated are 1¢ for every $2 and 1¢ for every 2 litres of fuel.

Excluded purchases include Tobacco, Lotteries, Guzman Y Gomez and Hungry Jacks.

Yes, you can change your OTRGive charity at any time.

  1. From the App Menu select OTRGive
  2. Click ‘Change Charity’
  3. Choose your new charity

The OTRGive dashboard displays each charities member numbers and donations.

  1. From the App Menu select OTRGive
  2. Tap the dashboard to display total donations made to date to your chosen charity

Our OTRGive charity partners represent a cross section of the communities OTR is proud to serve; this includes providing support for food insecurity, animal welfare, Indigenous education, natural disaster, remote medical care and rural mental health.

GoGreen

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.

OTR supports a mix of Australian and international projects spanning rain forest protection, bush regeneration, renewable energy, and energy efficiency. You can learn more about these projects on our website.

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.
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).

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.

Yes, you can adjust your offset percentage at any time prior to fuel transaction through the App’s Account Management settings.

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.

A dashboard shows the details of your fuel and carbon offset transactions under the Go Green section of the website.

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

The easiest way to reset your password is to request a new one from inside the App via account settings. This will send you a temporary password which you can use to re login and set a new password.


If you don’t have access to the App, click on ‘Forgot your password’ when logging in via email and follow the instructions. 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.

You can add VISA, MasterCard or AMEX credit cards. PayPal is also accepted.

To select a default payment method, go to your My Payment option in the ‘My profile’ screen and tap which payment method you would like as your default. The payment method will then have a green tick and green border.

There is no limit to the number of payment methods you can have attached to your account at once.

Deselect the Email option under the Communication Settings section of My Profile.

Alternatively, untick ‘Send me great offers & deals’ from OTR’ tick box in the ‘My Account’ Communication settings screen.

Ordering

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.

Yes, you can change the pick-up time if it is greater than the order preparation time.

To change the pick-up time of an order, go to Current Orders on the home page and tap on the order and edit time.

Rewards

Registered users of the OTR App can earn Rewards on C Coffee, Happy Wash and Subway meal deals.

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

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

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:

  1. Tap the brand of the Reward you wish to redeem
  2. Tap the Buy 4 Get 1 FREE offer you wish to redeem
  3. Press ‘Redeem’. This will show a redemption code that the OTR Team Member is required to enter during the transaction

Yes. Earned rewards from Buy 4 Get 1 Free products are valid for 5 years from the date they have been earned. The days to expiry is shown if less than 30 days.

Other Rewards which are not Buy 4 Get 1 Free have expiry dates shown on the Reward tile.

Stamps are automatically converted into Rewards when you have purchased 4 of the same deals.

Unfortunately Stamps and Rewards can only be earned by scanning your app barcode in store, or by placing an order through the OTR App.

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.

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.

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:

  1. What phone you have
  2. What version of iOS or Android you have
  3. What steps you performed that resulted in the issue

Download or open the

Enjoy early bird access to exclusive rewards and discounts on coffee, food, car wash & fuel, with the OTR App.
Download Now

Download or open the

Enjoy early bird access to exclusive rewards and discounts on coffee, food, car wash & fuel, with the OTR App.
Download Now
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