Hi! I'd like to make sure I fully understand your situation. You mentioned loading money onto the Pilot app using your debit card while in Canada and using Flying J for a purchase. Could you please clarify what specific issue you're experiencing? For example, is there a problem with the money loading not reflecting, a transaction being declined, or something related to holds on your debit card? Any extra details will help me guide you better!

I’m not able to use the funds in store nor am I able to use the shower credit on my account neither in app on the kiosk or with the store clerk

Thank you for sharing those details! Just to confirm—you're unable to use the funds you loaded on your Pilot app or your shower credits inside the Flying J store, on the app, at the kiosk, or even with the store clerk. Is that correct?

To help you out, let's try a few steps together:

1. Check Account Login and Sync:
Make sure you're fully logged into the Pilot app on your iPhone (iOS 18.7). Sometimes logging out and then back in refreshes your account data, including funds and credits.

2. Verify Your Funds and Shower Credits in the App:
Open the app and navigate to your wallet or rewards section to confirm your loaded funds and shower credits show correctly.

3. App Update and Reinstallation:
Ensure your Pilot app is updated to the latest version from the App Store. If it is, but the problem persists, try uninstalling and reinstalling the app. This often resolves syncing glitches.

4. Payment Method Verification:
Double-check your linked debit card in the app. The funds you loaded might appear in the app but not be linked correctly for use in-store. Sometimes deleting and re-adding your payment method can help.

5. At the Store:
When you try to pay or use your shower credit at Flying J, ask the store clerk to manually look up your account via your rewards card or phone number. Sometimes the app fails to communicate directly, but the store system can still retrieve your balance.

6. Shower Credit Redemption:
Shower credits sometimes require reservation via the app. Double-check you have reserved your shower time properly. Also, the app must show your credits applied or available for use at your location.

If these initial steps don't resolve the issue, it could be due to system syncing problems between the Pilot app and Flying J's store systems or a pending account verification step.

Would you like me to guide you through these steps one at a time? Also, were you able to use these funds or shower credits previously without issue, or is this the first time you're trying?

I’m here to help you get this sorted!

I haven’t been able to use the app to redeem either the credit or funds for gas … the clerk gave me a physical rewards card and we tried adding it to the app but still nothing when they scan it - it comes up no credits and 0.00$

Thanks for the extra info! It sounds like the physical rewards card you got from the clerk, when added to your app, still shows zero balance and no credits when scanned. This suggests the card might not be properly linked to your loaded funds and shower credits in the system.

Here’s what I recommend trying next:

1. Confirm Account Linking at the Store:
Since the app and the physical card are not showing your rewards or funds, ask the store clerk if they can manually link your existing online account (where your funds and credits are stored) to that physical rewards card. This will ensure all activity is synced and recognized by their system.

2. Request Receipt Linking:
Sometimes, purchases made before linking a rewards card won’t automatically credit points or shower credits. Ask the clerk if they can retroactively apply those by pulling up recent receipts and linking your rewards card to those transactions. This has helped others resolve similar issues1.

3. Verify Rewards Card Registration:
Double-check in your Pilot app under account settings or rewards section that the rewards card number is correctly entered and saved.

4. Account Refresh:
Try logging out and back into your app again or uninstalling/reinstalling it to ensure all data is fresh.

5. Contact Pilot Customer Service:
If the cards still show zero funds or credits after these steps, I recommend contacting Pilot’s customer service directly. They have the tools to investigate account issues and resolve linking or credit errors at the system level. You can reach them via email at [email protected].

Would you like me to help walk you through checking the card number entry or contacting customer service? This situation isn’t uncommon, and they usually resolve it quickly once they verify your account info and transaction history.

Are you comfortable trying these steps, or is there anything specific you'd like me to assist with right now?

Pilot app customer support contact information

Thanks for asking! For Pilot app customer support, you have a few options:

- You can call Pilot Guest Services at 1-877-866-7378. They’re available daily from 8 AM to Midnight EST and can assist with app issues, funds, and rewards.

- Alternatively, you can email support at [email protected] for app-related questions.

- If you want a live walkthrough or troubleshooting session, they also offer scheduling for 1:1 Zoom help through their support resources.

If your issue is specifically about rewards not showing or account syncing, calling 1-877-866-7378 is usually the fastest way to get it resolved.

Here is the official contact page if you want to explore more: Pilot Contact Us

Would you like me to help you draft a message or prepare for the call?

Why are my funds only showing in US dollars is this why

Thanks for bringing this up! Since you’re in Canada and your Pilot app funds are showing only in US dollars, you’re wondering if this might be causing the issue with using your funds and shower credits.

Here’s what I can tell you:

1. Pilot App Currency Display:
The Pilot app primarily operates in US dollars because Pilot and Flying J are US-based companies. Even if you’re in Canada, your account funds and rewards are usually tracked and displayed in USD. This is standard for many cross-border services.

2. Using Funds in Canada:
Since the app balances are in US dollars, but your debit card is Canadian and you’re in Canada, the store systems might face challenges properly recognizing or converting these funds automatically, especially if the physical rewards card isn’t correctly linked or if the app and store systems don’t fully sync currency conversions.

3. Currency Conversion Handling:
Typically, the app or store system should handle currency conversion for Canadian users at the point of sale. However, if there’s any mismatch or delay in syncing your account to the physical card or store systems, your available USD balance might appear as zero or not usable until resolved.

4. What This Means for Your Issue:
Showing funds in USD is normal, but if you’re unable to use those funds because the app or store system isn’t linking your Canadian debit card or your physical rewards card to your account properly, then that’s likely the bigger issue—not just the currency display.

5. Next Step:
I recommend contacting Pilot customer support (they can escalate this too) to ensure your account, physical card, and payment methods are all correctly linked and set up for use in Canada despite the USD display. They can also check if currency conversion issues are impacting your transactions.

I don’t see this currency display alone being why you cannot redeem funds, but it’s a piece of the puzzle. Making sure your rewards card and account are properly synced across all platforms is the key.

Would you like help reaching out to Pilot support or double-checking your app settings for account and card linking?

Yes help me troubleshoot I’ll email them if we can’t get it

Great! Let’s start with some straightforward troubleshooting steps for your Pilot app on your iPhone running iOS 18.7, focusing on the issue of funds and credits not showing or redeeming properly.

### Step 1: Refresh Connection and App Data
- Fully close the Pilot app by swiping it away in your iPhone’s app switcher.
- Turn your Wi-Fi off, wait 10 seconds, then turn it back on.
- Reopen the Pilot app and check if the funds and shower credits appear correctly.

### Step 2: Check for App Update
- Open the App Store on your iPhone.
- Tap your profile icon at the top right.
- Scroll down to see if an update for the Pilot app is available.
- If yes, update the app, then open it and check your balances again.

### Step 3: Log Out and Log Back In
- In the Pilot app, go to your account or settings section.
- Log out from your account completely.
- Close the app, reopen it, and log back in.
- Check if your funds and shower credits are now showing.

### Step 4: Reinstall the App
- Press and hold the Pilot app icon until the menu appears.
- Select “Delete App” to uninstall it.
- Open the App Store, search for "Pilot," and reinstall the app.
- Log in again and verify if funds and credits are showing.

### Step 5: Verify Rewards Card Number Entry
- In the app’s rewards or account section, confirm the physical rewards card number you received is entered exactly as given.
- If it’s missing or incorrect, add or correct it.

---

These steps often resolve syncing and display issues. If after these you still don’t see your funds or shower credits, the problem may be on the back-end side with Pilot’s system syncing your loaded funds to the physical card, which requires their support team’s help.

You can summarize these steps in your email to support or provide them on a call for faster help.

Would you like me to stay with you while you try these, or help you draft an email to Pilot Customer Service if needed? Here is the link to Pilot support's troubleshooting guide, too:
Troubleshooting the mobile app - Pilot Guides 1