Frequently Asked
Questions

For a Debit ViP Account:

• Visit any ENOC/EPPCO station and complete the ViP registration application. Provide your Emirates ID (Residents) or Passport (Tourists), along with your Car Registration details.
• If registering as a company, also submit a copy of the Trade License.
• Once the account is created, you'll receive an email confirmation.
• Have the ViP tag installed on your vehicle at the station.

For a Credit ViP Account:

• Contact a ViP advisor at 04-3133100/3115 or visit the ENOC Complex for a comprehensive presentation and a ViP Kit.
• Submit the application form with the following documents:
  • A valid company trade license copy.
  • VAT Certificate or a TRN screenshot from the FTA website.
  • A security deposit valued at twice the total monthly limit.
  • A list of vehicles with the required fuel products (e.g., Super U98, Special U95, Diesel).
  • After the documents are verified, your ViP account will be set up, and you'll be notified via email.
• An installation appointment will be scheduled within three working days at your premises or an AutoPro ViP installation center
• AutoPro will then install the ViP kit in your vehicles and activate them for immediate fueling.

For Debit ViP account

• Go to any ENOC/EPPCO fuel station.
• Present your ViP account number and PIN number.
• Pay AED 52.50 (inclusive of VAT) to receive your tag.

For a Credit ViP Account:

• Draft a company request letter on official letterhead.
• Ensure the letter is properly signed and stamped.
• Email the request to request@eppcouae.com.
• Within three working days, you will receive a notification via the company's registered email and fax.

For a Debit ViP Account:

• Go to any ENOC/EPPCO fuel station and give your ViP account number and PIN.
• Alternatively, call 800 ENOC (3662) for assistance.

For a Credit ViP Account:

• Email a signed and stamped company request letter on your company letterhead to request@eppcouae.com.
• You will receive a notification at your registered email address and fax number within three working days.

For a Debit ViP Account:

• You can download your invoices from the past 12 months directly from the ViP online portal.

For a Credit ViP Account:

• Download them from the ViP online portal.
• Call 04-3133100, follow the automated voice response system (IVR), and the invoice summary will be emailed and faxed to the information on file.

For Debit ViP Account:

• Top up your account at any ENOC/EPPCO fuel station or the ENOC Complex.
• Alternatively, add funds via Credit/Debit card through the online portal.

Please note that once added, top-up amounts are non-refundable for active accounts.

For Credit ViP Account:

• Make payments via bank transfer.
• Deposit cheques at any Emirates NBD branch.
• Cheque deposits are also accepted at ENOC/EPPCO stations or ENOC Complex.
• Note that security deposit payments must be made exclusively at the ENOC Head Office.

• Velocity Rule for Email – A single email address can only be used for top-up transactions a maximum of 15 times within a 7-day period.
• Risky IP Country Filter – Transactions initiated from IP addresses belonging to countries with a high risk of fraud are restricted.
• Risky True IP Country Filter – Transactions are further screened and restricted based on the true IP country after decoding to prevent fraudulent activities.
• Negative List – Any transaction linked to an email address confirmed for fraudulent activities is blocked.
• Disposable Email Domain Filter – Transactions that involve email addresses from disposable email services are restricted to prevent misuse.
• General Profile Limit – A maximum of AED 10,000 is allowed per card for each transaction.
• Blocked BINs – Transactions from card BINs (Bank Identification Numbers) that have been previously identified as suspicious and placed on a block list are restricted.
• Refund Policy – If an amount is deducted from a card but the transaction is not successful, the amount should be refunded within a few days. If the refund is not processed, contact the issuing bank for resolution.

If you have applied for the ViP services and have not received your online access information, or if you have misplaced the login details, you can retrieve them by following these steps:

1. Navigate to the ViP Select portal at https://vipselect.enoc.ae.
2. Click on the 'Forgot Password' option.
3. When prompted, enter your ViP account number. For debit account holders, this will be 'VIP' followed by the last 4 or 5 digits of your account number (e.g., 70814307000000XXXX).
4. Click on 'Submit' to proceed.
5. You should receive an email containing your ViP login details at your registered email address within 5 minutes.

For Debit ViP account

• Log in to your online access
• Click on 'Vehicles'
• Click the 'EDIT' tab on the right hand side of the desired vehicle
• In the pop-up window, you will find and can change the monthly limits.

For Credit ViP account

• Log in to your online access
• Click on 'Consumption'
• Select the limit type like 'Monthly'
• Select the month
• Click on Search to avail the information

For Debit ViP account

• Call 800ENOC(3662)
• Tag issues should be escalated within 30 days

For Credit ViP account

• Call 800ENOC(3662)
• Email to customerservice@eppcouae.com
• Tag issues should be escalated within 30 days

To obtain a Ring-type ViP tag, typically used for heavy-duty vehicles where a Nano chip cannot be installed, follow these steps:

For Personal Accounts (except for vehicles that cannot have Nano tags installed):

1. Purchase the necessary ViP tag(s) from any ENOC/EPPCO fuel station and obtain a receipt.
2. Bring the ViP tag(s) and the receipt to the ENOC Head Office, located at House III, Ground Floor in the Fuel Marketing Department.
3. If the account is under a company name, a company request letter is required.
4. Once your request is processed, you will receive an email notification at your registered email address with details about the installation schedule.

For Corporate Debit Accounts:

1. Purchase the required ViP tag(s) from any ENOC/EPPCO fuel station and get a receipt.
2. Prepare a registered company request letter, duly signed and stamped.
3. Provide the ViP tag(s), the receipt, and the company request letter at the ENOC Head Office, specifically at House III, Ground Floor in the Fuel Marketing Department.
4. After processing your request, you will be notified via email to your registered address with the installation schedule information.

For the security of your Debit ViP account, it is crucial to keep your PIN number confidential. This PIN is used not only for transactions but also for adding vehicles and modifying account details such as mobile numbers and email addresses. Here’s how you can reset your PIN number online:

1. Log in to your online ViP access: Access your account on the ViP portal.
2. Navigate to the ‘Change/Reset PIN’ tab: Find this option in your account settings or menu.

Choose your method:

To change your PIN: Enter your old PIN number, followed by the new PIN you wish to use.

To reset your PIN: If you've forgotten your current PIN, click on ‘Reset PIN’. This will trigger an email to be sent to your registered email address with instructions on how to reset your PIN.

Remember, the security of your account largely depends on how well you protect your PIN. Always ensure it's kept secret and change it periodically or whenever you suspect it may have been compromised.

For managing name changes in ViP accounts, the process varies depending on whether the account is a Debit or Credit ViP account, and whether it's under a personal or company name. Here's a summary of the procedures:

Debit ViP Account:

• Personal Accounts: If the account is under a personal name, changing the account name is not possible. You will need to create a new account.
• Company Accounts: For accounts under a company name, a company request letter is required. This letter should be on the old account's letterhead, signed, and stamped. Additionally, provide the new trade license. These documents should be emailed to Request@Eppcouae.com.

Credit ViP Account:

• Prepare a Request Letter: This letter should be from the existing account holder, requesting a change of name to the new account holder.
• Attach New Trade License: Along with the request letter, include the new trade license.
• Amend Bank Guarantee (if applicable): If the security deposit was made in the form of a Bank Guarantee, this document must be amended to reflect the new company name.
• Submit Documents at ENOC Head Office: All the above documents must be submitted at the ENOC head office. The process will involve providing the previous Bank Guarantee, if applicable.
• Remember to check for any additional requirements or updates to the process directly with ENOC for the most current information.

To cancel your ViP account, the process differs slightly for Debit and Credit accounts. Here's a brief guide for each:

Debit ViP Account:

• Visit an ENOC/EPPCO Station: Go to any ENOC/EPPCO fuel station and fill out an 'Account Cancellation' application.
• Processing Time: After submitting your request, it will take up to 14 working days for the account to be cancelled.
• Refund of Remaining Balance: Once your account is cancelled, any remaining balance will be refunded to you

Credit ViP Account:

• Send a Company Request Letter: You can initiate the cancellation by sending a company request letter to request@eppcouae.com. Alternatively, you can contact your ENOC Account Manager or visit the ENOC head office.
• Cancellation Processing: After your request is submitted, it may take up to 14 working days to cancel the account. You will be notified once this process is complete.
• Security Deposit Refund: Once the security deposit is ready to be refunded, you will be informed via email. The ENOC team will also contact you over the phone to proceed with the refund process.

It's important to ensure that all the necessary information is provided in your cancellation request to avoid delays. For the most accurate and up-to-date information, it's always best to consult directly with ENOC.

Deactivating a vehicle from your ViP account varies between Debit and Credit accounts. Here’s a step-by-step guide for each:

Debit ViP Account:

• Log In: Access your ViP online account.
• Navigate to Vehicles: On the account dashboard, select the 'VEHICLES' option.
• Edit Vehicle Details: Locate the plate number of the vehicle you wish to deactivate and click on the 'Edit' tab next to it.
• Hotlist the Vehicle: In the edit options, select 'Yes' under 'HOTLIST' and then submit your changes.
• Remove the Tag: After hotlisting the vehicle, remember to physically remove the tag from the vehicle.

Credit ViP Account:

• Request Letter: To deactivate a vehicle, send a company request letter to request@eppcouae.com.
• You can also submit the request in person at the ENOC head office.
• Remove the Tag: As with the debit account, ensure you remove the tag from the vehicle after processing your request.
• It's essential to follow these steps carefully to ensure the vehicle is properly deactivated from your account. Removing the tag from the vehicle is a critical final step in both processes.

Deactivating a vehicle from your ViP account involves different procedures for Debit and Credit accounts. Here are the steps for each:

Debit ViP Account:

• Log In: Access your ViP online account.
• Select Vehicles: On the account dashboard, choose the 'VEHICLES' option.
• Find Vehicle: Locate the plate number of the vehicle you wish to deactivate.
• Edit Vehicle Settings: Click on the 'EDIT' tab for the selected vehicle.
• Change Refueling Permission: Select 'NO' under 'Can Refuel' and then submit your changes.

Credit ViP Account:

Request Deactivation: To deactivate a vehicle, send a company request letter to request@eppcouae.com. Alternatively, you can submit the request in person at the ENOC Head Office.

For Debit accounts, the process is more straightforward and can be done online, while Credit account holders need to make a formal request through email or in person. Make sure to follow these procedures carefully to ensure the vehicle is properly deactivated from your account

To access and export your Transaction History report, which includes details of your fueling transactions as well as other services like car wash and oil change, follow these steps:

• Access the Portal: Go to https://vipselect.enoc.ae.
• Log In: Use your ViP account credentials to log in.
• Navigate to Transaction History: Click on the 'Transaction History' option.
• Select Dates: Choose the specific dates for which you want to view transactions. Remember, you can generate the report for up to one month at a time.
• Search Transactions: Click on 'Search' to view the transactions within the selected date range.
• Export Transactions: The list of transactions will be displayed, and you have the option to export this data to MS Excel for further analysis or record-keeping.

This feature is particularly useful for keeping track of your fuel consumption and associated services on a regular basis, allowing for better budgeting and expense tracking.