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Autogrill

FREQUENTLY ASKED QUESTIONS

 

General

Which products allow me to have access to the promotion 9+1?

All our coffee drinks allow you to earn points. Here are some examples: espresso, classic cappuccino, flat milk, coffee, classic cappuccino, ginseng and many others. The promotion is valid on the purchase of both bar formats and takeaway formats CLASSIC, MEDIUM, LARGE.

What products can I get for free?

All products that allow you to accumulate points, e.g. all coffee drinks, in all available formats(CLASSIC, MEDIUM, LARGE).

How do I get recognized at the cash register?

There are 3 ways you can make yourself known at the cash register:
  • you can show your digital ID from your smartphone
  • you can show My Autogrill card or one of the other cards that you can attach to your personal profile
  • you can simply provide your information to the cashier: name, surname and date of birth. It is necessary that you had entered the information inside “My data” section.

Where do I find my personal QR code?

Your QR code will always be available through My Autogrill app or in the personal Area of My Autogrill portal.

How do I get to know all the promotions?

Within your personal area, in the app or in the portal, it will always be available a list of promotions which you can enjoyin our stores.

Where can I see the services activated?

From the app or from the portal My Autogrill in “My Services” where you can find the list of available services, already implemented or still to be activated.

The cash register was offline and the operator has scanned my QR code or card but my drinks were not added to my account. How can I recover them?

Do not worry! If the cash register is offline all points will be automatically retrieved later. In case of problems call our Customer Service at 800 069 069 which can solve the problem in a simple and fast way.

The operator has scanned my QR code or card but my drinks were not added to my account. What can I do?

Are you sure you have confirmed your email address and associated your My Autogrill card during the registration process ? If the problem persists call our Customer Service at 800 069 069 who will be happy to help you solve this kind of problems.

Where can I use the app or My Autogrill card?

The app and My Autogrill card are valid at all Autogrill bars and restaurants but also in other exclusive outlets.

Is there a limit of free drinks I can earn?

Yes, you can earn up to 3 drinks for free. Until they drop below 3, it will not be possible to accumulate further coffee drinks.

Do I have to download the app to join the My Autogrill world?

No, you can register with www.myautogrill.it portal and download your personal QR code or link your My Autogrill card to be recognized in the store. Remember, only app owners can access exclusive services such as Digital Payment, Store Locator, and so on.

I am interested in e-Invoicing. Do I have to sign up to My Autogrill?

Yes, the registration to My Autogrill is necessary to have the opportunity to enjoy all the exclusive services dedicated to our customers, including the digital billing service e-Invoicing.

Where can I check my points balance?

Your account balance will always be available on the app or in your personal area of My Autogrill portal.

Can I choose when to enjoy my free coffee drink?

Yes, by the cash register the operator will ask you if you want to immediately enjoy your coffee drink or if you prefer to keep it for next time.

I received an e-mail informing me of a promotion dedicated to me. What should I do?

You just have to reach one of the stores participating to My Autogrill program and be recognized through one of the three methods at your disposal (QR barcode, card My Autogrill card or your personal information).

What if I lose my My Autogrill card?

Don’t worry, simply log in to your personal My Autogrill area or use the app to delete the lost card. The next time you walk into one of our stores you will get a new card and link it to your account in order to use it without problems.

I don’t want to receive promotional e-mails by Autogrill any longer. What should I do?

You can simply remove the privacy consent from the “My Data” section on your personal area on MyAutogrill or by clicking on “Refresh My Data” within the App. In case of problems call our Customer Service at 800 069 069 who will be happy to help you solve this kind of problems.

Why has a friend of mine received a special offer while I have not?

All our offers are designed according to your needs. Surely soon you will receive an offer dedicated to you!

How can I connect my My Autogrill card to my account?

Through the app you just take a picture of the barcode on the back of the card to connect it to your profile, or through the restricted area of My Autogrill by entering the card number.

I tried to use My Autogrill card at the in cash register but it said it was not registered. Why?

Check on the website or through the app whether you have properly connected the card to your profile. Alternatively call our Customer Service at 800 069 069 that will help you solve this kind of problems.

How can I become a part of My Autogrill world?

It's very simple! Simply enter your email and password to register via the app or on the website. In just a few minutes you can start enjoying the benefits and exclusive services reserved for My Autogrill customers.

How do I update my personal information?

Within your profile on the portal or via the app you will always have the ability to update your personal information.

Does My Autogrill card has an expiry date?

No, My Autogrill card does not expire. Active promotions on your card do apply for a limited period of time.

Does the free product free allows me to accumulate points?

No, the free product is not valid for the accumulation of points.
 

Digital Payments

Why is the Digital Payments service no longer working?

The service was abandoned on 08/07. We invite you to update the My Autogrill app. However, we remind you that there are other forms of Digital Payment at Autogrill, such as Apple Pay, Google Pay, Samsung Pay.

How will the data I left when I activated the service be processed?

The data you provided when activating the service is not the property of Autogrill. These data will be deleted in accordance with the technical procedures and times required by the service provider, as data controller. We also specify that the PayPal account you activated to use the digital payments service via the "My Autogrill" App will remain active but no longer connected to My Autogrill services. For more information regarding the processing of your personal data concerning the PayPal account, we invite you to contact PayPal directly as Data Controller.
 

e-Invoicing

Which are the methods for receiving the invoice with the introduction of electronic invoicing from 1 January 2019?

- SUBJECT WITH ITALIAN VAT NUMBER: the original invoice will be sent in XML form through through "Sistema di Interscambio (SdI)" of the Agenzia delle Entrate (Italian Tax Authority) using the PEC address or the recipient code you entered in your MY ATG account; in case you have not communicated this informations, I will receive the original invoice in your "cassetto fiscale" at Agenzia delle Entrate portal. A copy of the invoice in PDF will be sent to you by e-mail.

- SUBJECT WITH FOREIGN VAT NUMBER: the original invoice will be sent in PDF format and you can download it by accessing the site e-invoicing.autogrill.it using the PIN code on the receipt.

 

All the indications in the next FAQs, related to electronic invoicing (trasmission of the invoice in XML format through the "Sistema di Interscambio (SdI)" of the Agenzia delle Entrate), are not applicable to subjects with foreign VAT number.

Is the new e-Invoicing card free?

Yes, you can ask for an e-invoicing card at any of our stores.

Do I have to provide my data every time?

No, once the registration is completed you will be automatically recognized.

Can I lend my e-Invoicing card or use someone else's card?

Your card is personal and associated to your fiscal and personal data. You cannot transfer it to third parties to ask for invoicing.

Can I use e-Invocing card without signing up?

Without signing up the card doesn't work. Click here to sign up.

Is there a minimum spending to receive my invoice by e-mail?

No, for any amount, you will receive the invoice in XML format through the "Sistema di Interscambio (SdI)" of the Agenzia delle Entrate (Italian Tax Authority) and a courtesy copy in PDF via e-mail.

Can I get a printed invoice at the cash register?

Paper invoices are still available upon request. However, we suggest to reduce paper waste by using this service.

Can the service e-Invoicing be used with other promotions?

Yes. All promotions are valid when using e-Invoicing.

How do I delete my e-Invoicing account?

Send an email to informazioni@autogrill.net and ask for unsubscription

Can I subscribe the e-invoice service without a VAT number?

Yes, you can subscribe the service with only the fiscal code and you’ll receive all your sales receipts.

Can I receive a monthly statement of my invoices or sales receipts?

Yes, you can enter in “My Services” area and click to “Modify Data”. Then you can select “Yes” to the option “I would like to receive a monthly summary” inside the “Personal Data” section.

They gave me a receipt with a pin number. Where can I download the invoice?

No, with the introduction of electronic invoicing, the invoice will be sent to you in XML format through "Sistema di Interscambio (SdI)" of the Agenzia delle Entrate (Italian Tax Authority). To have a courtesy copy in pdf, you can access the following site and click on "insert the pin" first, then on "to receive the invoice without registering, click here to enter the pin.

I asked for an invoice at the check-out and showed my e-Invoicing card, but haven’t received the document. Can you help me?

In this case, contact the Contact Center at the address: info@autogrill.net indicating the receipt number received at the checkout.

Can I ask for an invoice later, after the receipt’s been issued?

Unfortunately that’s not possible. You must ask for an invoice at check-out when the receipt is issued. We advise you to register with the e-Invoicing service, so that your tax data are automatically recorded in our systems.

I’ve received an invoice without a heading, with just the vat number. Is it valid?

Certainly! Invoices for amounts under €100.00 issued at check-out with just a VAT number are simplified invoices, i.e. without a heading. But we can confirm that such invoices are fiscally valid.

Can I modify the data entered in my e-Invoicing profile?

Absolutely! You can always update your personal details on the portal via the app.

 

Invito for Truckers

 

Group Service

How can I activate my Group Service card?

To activate your Group Service card you have to register your profile on this portal. After confirming creation of the account, all you do is access the “My services” section of the My Autogrill profile, and click on “Activate now” in the Group Service window. A screen will open for you to enter your personal data and upload the required documents. and upload the required documents. You’ll receive an e-mail confirming the uploading of the documentation that will have to be validated by our offices.

I’ve lost my Group Service card. What do I have to do?

You can ask for a new Group Service card at one of our Autogrill locations. When you have the new card number, call Customer Service on 800.069.069 or send an email to informazioni@autogrill.net and they’ll see to the replacement of of the old number.

I can’t manage to upload the documentation for activating the Group Service card. Can you help?

Check that the format of the uploaded documents is in line with the relevant requisites and that sizes do not exceed 2,5 MB. Alternatively, call Customer Service on 800.069.069 pand they’ll help you solve this kind of problem.

Can the advantages that come with subscribing to the Group Service card be combined with My Autogrill promotions?

Those advantages can be combined if not tied to gratuities that the Group Service card entitles you to.Take the case of a driver accompanying a group of at least 20 people: he or she is entitled to a free meal, but if that meal includes a coffee, that coffee does not go towards the driver’s “coffee points” under the My Autogrill promotion, because it wasn’t purchased but drunk for free.