Control & identification
Issues around terminal operation, user or asset identification, prompts, display behaviour and supported control functions.
FT4000 / controlFueltek support & maintenance
KEEP YOUR FUEL
OPERATION MOVING.
Support should start with the real site, the real equipment and a clear description of what has changed.
Fueltek can help investigate supported terminals, dispensers, tank monitoring, software, reporting and site communications, then identify the appropriate next step for the issue.
Start with the issue →
Plan maintenance →
Prepare site details →
Call 01254 291391 →
Email support →
HardwareSoftwareCommunicationsMaintenance
Start with context
Site. Equipment. Symptom. Impact.
The clearer the information at the start, the easier it is to decide what needs checking next.
What support can cover
ONE SYSTEM.
SEVERAL PLACES TO CHECK.
Fuel issues are not always caused by the same part of the system. A useful support route separates the physical equipment, software and communications before deciding what needs attention.
Pumps & dispensers
Help narrowing down supported dispensing, pump-control, metering and transaction-related symptoms.
Dispense pathLevels & reporting
Checks around supported tank monitoring, readings, data availability and whether information is reaching the reporting system as expected.
TankwatchRecords & administration
Assistance with supported accounts, configuration, transaction records, reporting and administration questions.
FMO / reportingGetting data from site to system
Investigate the supported communications path and whether a fault may also involve the site network, SIM or communications provider.
Network / SIMPlanned care & site condition
Plan inspection and maintenance around equipment condition, wear, damage and the operating environment at the site.
Preventative careA clearer support route
FROM “IT ISN’T WORKING”
TO A USEFUL NEXT ACTION.
The fastest route is not to guess the fault. Start with what the site can see, what changed and how the issue affects operations.
Describe it
What changed?
Give the site, equipment, exact symptom, error message if present, when it started and whether it is constant or intermittent.
Set the priority
What is the operational impact?
Explain whether the site can still dispense, whether reporting is delayed, whether one user or all users are affected, and what work is being disrupted.
Separate the system
Hardware, software or communications?
Support can use the symptoms and available evidence to narrow down which part of the supported system needs checking next.
Choose the next action
Remote check, site action or engineering visit?
The next step depends on the equipment, fault, site condition and what can be checked safely within the agreed support scope.
Useful evidenceShow us what the site is seeing.
Before contacting support
DETAILS THAT
HELP US SUPPORT YOU.
A short, accurate site pack can reduce unnecessary back-and-forth and helps support understand the fault in the right context.
Use a support email checklist
Copy the prompts below into an email, or open the template. Describe what you can observe through normal operation and include the site and equipment reference you already use.
Fueltek support enquiry Site name and location: Equipment / product and identifier, if known: Contact name and callback details: What is happening, including the exact message: When it started / last known working time: Which pumps, users, vehicles or tanks are affected: Operational impact: Recent changes or previous support reference: Photos or screenshots attached, where useful:
Your email application opens with the prompts ready to complete. Add the details and review the message before sending it.
01 Site name and location
02 Product or equipment affected
03 Serial or asset details where available
04 Exact error message or observed behaviour
05 When the issue began and whether it is intermittent
06 Operational impact
07 Photos or screenshots where useful
08 Any safe checks already completed
Email the support team with the site details →
Prefer to call? 01254 291391
Support email: support@fueltek.co.uk
Describe the symptom clearly
HELP SUPPORT
START IN THE RIGHT PLACE.
These are useful ways to describe the issue. They are not instructions to bypass site controls or carry out unsafe work.
No display, prompt or response
Give the terminal reference and exact screen message, or state that the display is blank. Describe what happened during normal use and whether other terminals at the site show the same symptom.
Find the product information →Fuel issued but records are not where expected
Provide one example: the site, pump, date and approximate time of the issue, plus the user or vehicle reference where known. Name the report or screen you are viewing and the selected date range.
See the FMO reporting guide →A user, vehicle or tag is not being accepted
Give the identifier and exact rejection message. State whether one or several identities are affected, where they were used, and whether the tag or its assignment has recently changed.
Review tag assignments →A reading is missing or looks unexpected
Identify the tank, the reading or alarm shown and when you observed it. Say whether the information comes from the local panel or remote reporting, and note any recent delivery or known stock movement.
Review Tankwatch readings →A site is not reporting consistently
Give the last known reporting time, whether the gap is continuous or intermittent, and which sites or units are affected. Include recent network, SIM, router or power changes and whether dispensing is still available.
Prepare the support details →Damage, leakage or an unsafe condition is visible
Follow the site’s safety procedures, isolate unsafe equipment where required and do not bypass electrical, fuel-safety or environmental controls.
Planned maintenance
DO NOT WAIT FOR
THE FAULT TO CHOOSE THE DAY.
Equipment can appear operational while wear, contamination, damage or environmental conditions are developing in the background. Planned inspection creates a better opportunity to identify issues before they become an operational interruption.
Maintenance scope depends on the equipment installed and the site. Fueltek can review the system and determine the appropriate maintenance approach.
Prepare a maintenance discussion
Use the installed equipment and its recent history to frame the maintenance request.
- Equipment in scope
- List the terminals, pumps, meters, hoses, nozzles and tank monitoring equipment to be considered. Include the site’s equipment references where available.
- Condition and history
- Provide the last service information you have, recurring symptoms and any known damage or changes in use. Include an existing support reference if the visit relates to an open issue.
- Site arrangements
- Describe operating hours, access arrangements and the proposed work window so any impact on fuelling can be discussed before a visit is arranged.
- Work and follow-up
- Your service agreement sets out the work in scope and how findings and follow-up actions are communicated to your site contact.
Maintenance mindset
Inspect. Record. Plan. Act.
Use planned visits to understand condition and agree what needs attention next.
!
Safety comes before diagnosis
IF THE EQUIPMENT LOOKS UNSAFE,
TREAT IT AS A SITE SAFETY ISSUE FIRST.
Do not bypass electrical, fuel-safety or environmental controls to keep equipment operating. Isolate unsafe equipment where required and follow the site’s own procedures before further fault-finding.
Helpful answers
SUPPORT
QUESTIONS.
Clear answers to the information customers most often need before contacting support or planning maintenance.
What information should I provide when requesting support?
Provide the site name, equipment or product, serial or asset details where available, a clear description of the issue, when it began, any error messages and the operational impact.
Can Fueltek help with communications problems?
Fueltek can help investigate supported system communications, although resolution may also require the site network, SIM or communications provider depending on the cause.
Should equipment be maintained even when it appears to work?
Planned inspection and maintenance can identify wear, damage, contamination, meter or hose issues and environmental risks before they become operational failures.
What if only one user, vehicle or tag is affected?
Tell support whether the issue affects one identity or multiple users and provide the relevant identifier where appropriate. That distinction helps narrow down whether the issue is local to a record or wider in the system.
How can I contact Fueltek support?
For an existing Fueltek system support or maintenance issue, email support@fueltek.co.uk or call 01254 291391. For product information, new systems or sales enquiries, use the normal sales and general contact routes instead.
What if the problem started after a network or site change?
Include that change in the support request. Recent router, network, SIM, power or site changes can be useful context when investigating communications or reporting symptoms.
Ready for the next step?
START WITH THE SITE.
WE CAN WORK FORWARD FROM THERE.
Your product details, symptoms, timing and operational impact help Fueltek identify the appropriate support or maintenance route.
Practical guidance
Support through the equipment lifecycle
Agree maintenance, calibration, software help and staff training around the installation.
Planned care and calibration
Discuss equipment condition, measurement checks and the scope of planned visits. Keep the findings with the site’s equipment record.
Contract and warranty scope
Confirm covered equipment, parts, labour, consumables, exclusions and response arrangements in the applicable agreement.
Software and training
Ask about help with reports, identifier administration and staff refresher training as responsibilities change.
Legacy equipment and upgrades
Provide the model and installation details so support can assess available parts, compatibility and an appropriate upgrade route.
Technical detail
Useful records from maintenance and calibration
Agree the task and the record it should produce. Equipment servicing, measurement checks and software support have different outputs.
| Task | Record to agree | Why it helps |
|---|---|---|
| Pump-meter calibration | Outlet identity, reference method, test conditions and findings, including adjustment where performed. | Links the measurement check to the meter actually used. |
| Tank gauge review | Tank/probe identity, geometry or configuration reviewed and any setting changes. | Keeps measured stock connected to the correct tank. |
| Mechanical or electrical work | Fault, parts/work completed and relevant checks before return to use. | Supports the equipment service history. |
| Software or connection support | Affected records, timing, access or configuration changes and the outcome. | Makes recurring data/communication issues easier to trace. |
Practical guidance
Specify the cover as well as the service task
A useful support agreement identifies the equipment, visit arrangements and what happens when a fault is reported.
Service contact hours
Our standard support hours are Monday–Friday, 08:30–17:30. Out-of-hours cover requires a separate agreement. For an immediate safety issue, follow your site’s emergency procedure.
Response and attendance
For service-contract customers, we aim to attend faults within eight working hours, Monday–Friday, 08:30–17:30. Contract customers receive priority; optional out-of-hours cover is available.
Warranty scope
Our equipment aftercare includes a 12-month parts and labour warranty. FT4000AB product cover specifies a 12-month parts warranty; your supply and aftercare agreement sets out the applicable labour and travel cover. Tank structural cover is separate. Extended warranties are available for the second and subsequent years, with the equipment and cover set out in your agreement.
Planned visits
Contract customers receive one annual preventative-maintenance visit and one annual pump-calibration visit at discounted rates. Pre-booked dates carry the hourly rate for travel and site time.
What a quotation should identify
Hoses, nozzles, safety breaks, filters, pump priming and poor mains supply are excluded from normal contract cover. Excluded replacement items are available at parts cost, for direct supply or on-site fitting.
Equipment condition
Fuel quality, seasonal preparation and the condition of connected equipment can affect operation. Keep the findings with the service record and agree any follow-up work.
Technical information
Training, service cover and the installed equipment
Plan support around the people using the system and the equipment at each site.
Training and refreshers
On-site and remote training can cover pump operation, FMO use, report interpretation and changed processes. Refresher sessions can be arranged when staff or workflows change.
Remote and site support
Our regionally based field engineers provide nationwide support, backed by our in-house helpline team. Telephone/software assistance and remote diagnostics help identify the next action, with engineer visits and single-site or multi-site cover defined in your service agreement.
Contract selection
We offer three service-contract levels. Level Three is our most popular option, combining preventative maintenance and ongoing technical support. Cover can include normal wear-and-tear parts and labour, priority callouts and free software support.
Current pricing
Discounted contract calibration is £125 for the Fueltek AP range and £150 for other makes. Standard callout/labour is £85 per hour. Electrical site faults cost £85 per hour plus an £85 callout fee. Prices exclude VAT.
