Hi! Thanks for reaching out about your purchase of 8.722 gallons not recording toward your Club CITGO Premier Status. I want to make sure we get this sorted out for you.

To start, can you confirm a few things for me?
- Did you use your Club CITGO ALT ID during the fuel purchase?
- Was the purchase made at a participating CITGO station?
- Also, was this purchase made within the current quarterly period for Premier Status qualification?

Premier Status requires 12 qualifying fuel purchases of at least 8 gallons each, using your ALT ID, within a quarterly period1 4. Sometimes, purchases may not register if the ALT ID was not used or the station does not support Premier rewards.

If all that checks out, here’s what you can do next:
1. Double-check in the Club CITGO app purchase history to confirm the transaction is listed there.
2. Ensure your app is updated to the latest version, as outdated versions sometimes have syncing issues.
3. Try logging out and back into the app to refresh your account status.
4. If the purchase is still not reflecting toward Premier Status after this, please provide me the date and time of the purchase, and the location, so I can look into it more deeply or escalate if needed.

Let me know what you find or if you want me to walk you through any of those steps! Are you able to check for the ALT ID use or app version for me?

Transaction was 9/12/2025 8:07 pm. Location is 777 Glen St Queensbury, NY 12804. My alt id shows on the receipt.

Thanks for providing the transaction details and confirming your ALT ID was used on the receipt. That’s really helpful.

Since the purchase was on 9/12/2025 at the Queensbury, NY location and your ALT ID is present, this purchase should qualify toward your Premier Status.

Here are the next steps to try:

1. Check your Club CITGO app’s Transaction History under the Rewards section (tap More > Transaction History > Rewards) to see if this transaction appears there. Sometimes there can be a delay in updating Premier Status, but the transaction should still show1.
2. Confirm your app is fully updated to the latest version and log out and back in to refresh your account data.
3. If the transaction doesn’t appear or does but the Premier Status isn't updated, you might want to check or print your receipt and verify details, or contact CITGO POS Help Desk at 1-800-533-3421 (Options 2, 2, 6) for more specific transaction probing3.

If you want, I can guide you through these steps or escalate it on your behalf—just let me know. Have you seen the transaction in your Rewards history yet?

It does not show under rewards; it only shows as Mobile Transactions.

Thanks for letting me know that the transaction appears under Mobile Transactions but not under Rewards. That helps narrow things down.

Here’s what might be happening and what you can try next:

1. Transaction Categorization Delay: Sometimes purchases show up immediately in your Mobile Transactions but take extra time to qualify and reflect under Rewards for Premier Status. This is because Rewards require verification that the purchase meets all criteria (like minimum gallons, proper ALT ID use, and station participation). Usually, this updates within a few days.

2. Check for Purchase Requirements: Confirm that your purchase meets any minimum gallon requirements for Premier Status. From what you shared, 8.722 gallons should meet the 8-gallon minimum, so that’s good.

3. App Version and Device: Make sure your Club CITGO app is updated to the latest version. Also, the app may not work properly on rooted, jailbroken, or virtual devices — though since your transaction shows in Mobile Transactions, this likely is not the issue[1][2].

4. Refresh Account Data: Try logging out of the app and back in after a few days to force a refresh of your rewards status.

5. Contact Club CITGO Support: If after 3-5 business days the purchase still doesn’t show under Rewards and affect Premier Status, it’s best to contact Club CITGO support directly by phone at 1-888-246-2582 or email [email protected]. They can investigate backend data or fix the account if needed[4][5].

Let me know if you want me to guide you through any of these steps or if you want me to draft a message to the support team for you. Have you checked if a few days have passed since the purchase?

Thanks. I will give it a couple of days and check again. FYI,,, I have had issues in the past when using the app instead of tapping my card at certain stations.

I see! You’ve experienced some issues when using the Club CITGO app’s card payment at certain stations, instead of just tapping your physical card. That’s good context to have.

Here’s what generally can cause these kinds of issues and some tips to help:

1. Mobile Payment Capability Varies by Station: Not all CITGO stations have fully updated Point of Sale (POS) systems that support mobile payments seamlessly. This can lead to transactions not being recorded properly or delays in updating rewards if the station’s system isn’t synced with Club CITGO mobile payment features1.

2. Ensure App and POS Compatibility: Stations must have their POS software updated to the latest version that supports Club CITGO and CITGO Pay integration. Sometimes, older POS software versions at specific stations can cause payment or reward credit issues2.

3. Fallback to Physical Card if Issues Persist: If you run into frequent problems using the app for payment at certain stations, using your Club CITGO ALT card to tap or swipe remains the most reliable way to ensure your purchase is recorded immediately for rewards.

4. Reporting Issues: When you notice a problem, reporting it to Club CITGO support at 1-888-246-2582 or via [email protected] helps them track stations with persistent mobile payment problems and improve system updates5.

If you want, I can help you draft a message to support detailing your experience with these issues so they have all the info needed.

Does this match what you’ve been experiencing? Are you currently having trouble paying through the app at a station right now?

I am not having an issue at the moment. A message to support would be appriciated. If it doesnt resolve itself and I have to contact them I would not have to go through the explanation again. Thanks

Certainly! Here's a message you can send to Club CITGO support to explain the situation clearly and save you from repeating the details later:

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Subject: Issue with Purchase Not Recording Toward Premier Status & Mobile Payment Experience

Dear Club CITGO Support Team,

I’m writing to report a recurring issue with my Club CITGO account related to purchase tracking toward Premier Status.

On 9/12/2025, I made a purchase of 8.722 gallons at the CITGO station located at 777 Glen St, Queensbury, NY. My ALT ID was used during the transaction, and the purchase appears under Mobile Transactions in the app, but it has not recorded under the Rewards section or toward my Premier Status.

Additionally, I have experienced prior issues at certain stations when using the Club CITGO app for payment instead of tapping my physical card. It seems some locations may have POS systems that don't always process mobile payments correctly, which could be related.

Could you please investigate this transaction and advise if this purchase can be manually credited toward my Premier Status? Also, any insight into improving reliability when paying via the app would be appreciated.

Thank you for your assistance.

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You can contact support directly at:
Phone: 1-888-246-2582
Email: [email protected]

Let me know if you want me to help with sending this message or if you want to make any changes. Are you satisfied with the message as is?

Purchase did not record toward my Premier Status. It was for 8.722 gallons in the Citgoclub app.

Hi! Thanks for reaching out about your 8.722-gallon purchase not recording toward your Club CITGO Premier Status. I want to help you get this sorted.

To start, could you please confirm if you used your Club CITGO ALT ID during this purchase? Also, was this at a participating CITGO station and within the current quarterly period? Premier Status requires 12 qualifying fuel purchases of 8 gallons or more using your ALT ID within a quarter to qualify1 2.

If you've confirmed those, try these steps:
1. Check your Club CITGO app’s purchase history under the Rewards section to see if the transaction appears.
2. Ensure your app is updated to the latest version.
3. Log out and log back into the app to refresh your account status.

If the purchase still doesn’t reflect toward Premier Status after this, could you share the date, time, and location of the purchase? That way, I can assist you further or escalate if needed.

Let me know how it goes or if you want help with any of these steps!