FREQUENTLY ASKED QUESTIONS

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General

How can I join the world of My Autogrill?

It's so simple! You just enter your name, surname, e-mail and password to register via the My Autogrill app or the myautogrill.it portal. In a few minutes, you'll be able to start enjoying the exclusive advantages and services reserved for My Autogrill customers.

How can I identify myself at check-out?

There are 3 ways to identify yourself at check-out. You can:

show your QR code using the My Autogrill app
show your My Autogrill card or one of the other cards that can be linked to your personal profile
simply give the check-out operator your details: name, surname and date of birth (this info must already be in your profile)

Where can I find my personal QR code?

Your QR code will always be available via the My Autogrill app at the bottom of the main menu (in the middle, you'll see a blue dot with the QR code icon) or in your personal area on myautogrill.it, in the "My profile" section.

How can I find out about all the promotions?

In your personal area, on the app or portal, there will always be a list of promotions you can enjoy in our points of sale.

Where can I see which services and programmes are activated?

On the My Autogrill app or portal, in the "Services and programmes" section, you'll find a list of services and programmes available, already activated or still to activate.

Where can I use my My Autogrill app or card?

The My Autogrill app and card are valid in all Autogrill snack bars and restaurants but also in other exclusive points of sale, such as Amore, Ciao, La Fucina, Spizzico, Burger In, Motta, Granbar, Puro Gusto and Saporè. Consult the map on the My Autogrill app.

Is it absolutely necessary to download the app to join the world of My Autogrill?

No, you can register on the myautogrill.it portal and download your personal QR code from the "My profile" section or link your My Autogrill card to your account to be recognized in store. But remember that app owners can check their points balance at any time and select rewards in a matter of seconds.

I'm interested in the e-Invoicing service. Must I necessarily register with My Autogrill?

Yes. You need to register with My Autogrill to be able to enjoy all the exclusive services dedicated to our customers, including the electronic e-Invoicing service.

Where can I check my points balance?

You can always check your points balance on the My Autogrill app and the myautogrill.it portal, in your reserved area.

How can I book a reward?

It's very simple! You just open the app or go to your personal area on myautogrill.it and choose the "catalogue" section, where you'll see rewards in different colours that you can book depending on the points you have. Click on "+", choose the quantity and then confirm. You can view booked rewards by tapping on "booked rewards", while the booked points will be immediately deducted.

Where can I see the rewards I've booked?

Open the app or go to your personal area on myautogrill.it and choose the "catalogue" section. Click on "rewards booked" and you'll see all the rewards you've booked. At the bottom of the page, you'll also see a list of the rewards you've already redeemed.

Can I choose when to use the rewards I've booked (on the app or portal)?

Every reward chosen will be automatically given to you free the first time you order it at check-out.

Do I need a QR code for every promotion reserved for me?

No, active promotions are triggered when you make yourself known at check-out. The QR code on the app is your personal identification, for making yourself known at check-out.

I don't want to receive any more promotional e-mails from My Autogrill. What do I have to do?

You can withdraw your consent to marketing in the "My profile" section of your personal area on the myautogrill.it website or the My Autogrill app under "My profile"-"My data". If you have any problems, call our customer service on 800 069 069 or write to informazioni@autogrill.net.

Why has a friend of mine received a special offer and I haven't?

All our offers are designed to meet your needs. So you'll certainly be getting an offer dedicated to you in the near future!

I tried using my My Autogrill card at check-out but it said it wasn't registered. Why was that?

On the portal or app, check that you've linked the card to your profile properly. Alternatively, call our customer service on 800 069 069 or write to informazioni@autogrill.net to get help in solving this sort of problem.

How can I update my personal details?

On the app, click on the menu top right and enter the "My profile" -> "My data" section or go to your personal area on myautogrill.it and click on "My profile" in the menu on the left. Remember that the more fields you fill in, the more points you gain: if you haven't already done so, you'll get 10 points by entering your date of birth, 10 points by entering your mobile number and 10 points by filling in all the data in your profile.

How can I change my privacy consents?

On the app, click on the menu top right and enter the "My profile" -> "My data" section or go to your personal area on myautogrill.it and click on "My profile" in the menu on the left. You'll find an option - "manage your Privacy" - enabling you to modify your consents. Important: if you decide to withdraw consent to receive notice of promotions, you'll no longer be updated via email on all the offers and discounts reserved for you. Such promotions will be active anyway and you can consult them at any time on the app or on myautogrill.it.

How can I find the nearest Autogrill?

You can consult the map on the app in the menu at the bottom or go to autogrill.it/where we are/

I've received a discount code: how can I redeem it?

On the app, click on the menu top right and enter the "redeem code" section or go to your personal area on myautogrill.it and click on "redeem code" in the menu on the left. Enter the code and click on "verify". After the confirmation message, you'll see the promotion in the list of promotions.

How do I use the Click & Good service on the app?

On the app, click on the menu top right and you'll find the "click & good" section. You can select the nearest point of sale, order online and pick up your products from the point of sale without queueing.

Where can I see the rewards I've already claimed?

On the app or in your personal area on myautogrill.it, choose the "catalogue" section and click on "rewards booked". At the bottom of the page, you'll also see a list of the rewards you've already redeemed.

Where can I find the full rules of My Autogrill?

You'll find them on this link: myautogrill.it/it/portal/policy_page/1/

How can I cancel the choice of a reward that I've booked if I change my mind?

It's not possible at present to cancel the choice of a reward.

How often is my points balance updated?

Points earned for a purchase are written to your balance within 15 minutes. Points used to choose a reward are immediately written off your balance.

My balance on the app isn't updated. How come?

The balance is updated within 15 minutes of the last purchase. If it hasn't been updated after 15 minutes, try going to the home page and refreshing the page to update it, or close and reopen the app. If you still have doubts, call our customer service on 800 069 069 or write to informazioni@autogrill.net.

How do I know how many points I've earned with a purchase?

On the app, click on the menu top right and enter the "my transactions" section or go to your personal area on myautogrill.it and click on "my transactions" in the menu on the left. You'll find the list of your last purchases, which details the number of points earned in each transaction. Updating after the last transaction can take up to 15 minutes after purchase. If a receipt is cancelled, it won't appear in the transaction list.

How can I check how many points have been docked after I've chosen a reward?

When you choose a reward on the app or myautogrill.it, you'll immediately see the updated points balance. If you have any doubts about points docked, call customer service on 800 069 069 or write to informazioni@autogrill.net.

I made a purchase but the points haven't been credited.

The balance is updated and the last transaction is written to the transactions list within 15 minutes of the last purchase. If you still have doubts, call our customer service on 800 069 069 or write to informazioni@autogrill.net.

Can I get extra points other than those for purchases?

Yes. If you haven't already done so, you'll get 10 points by entering your date of birth, 10 points by entering your phone number and 10 points by filling in all the data in your profile. These points will only be earned the first time you enter your data and not when you make any subsequent modifications.

I've accumulated enough points but I haven't selected any reward on the app/profile. Can I get a reward at check-out?

If you've earned at least 70 points but haven't selected any reward, the check-out operator will offer you a free coffee by docking 70 points from your balance. If you haven't used your welcome coffee yet or you still have free coffees earned before 4/10/22, the operator will suggest you use those first.

With the old system, the operator offered me a free coffee at check-out: can I still have that?

From 4/10/22, when the catalogue is introduced, you'll be able to choose rewards autonomously on the app or portal. If you've earned at least 70 points but still haven't selected a reward, the check-out operator will offer you a free coffee by docking 70 points from your balance. If you haven't used your welcome coffee yet or you still have free coffees earned before 4/10/22, the operator will suggest you use those first.

Does the catalogue expire?

Yes, it does. The current one expires on 31/10/2023. Points can be accumulated for the current catalogue till 31/10/2023 and they expire on 15/11/2023.

When do my points expire?

Points can be accumulated for the current catalogue till 31/10/2023 and they expire on 15/11/2023.

Up to when can I choose rewards from the catalogue?

You can choose rewards from the current catalogue up to 15/11/2023 and pick them up no later than 15/12/2023.

Up to when can I collect the rewards I've booked?

Rewards from this catalogue booked by 15/11/2023 can be picked up no later than 15/12/2023.

I've received an email about a promotion reserved for me. What do I have to do?

You just go to one of the stores participating in the My Autogrill programme and make yourself known at check-out using one of the 3 methods available to you (personal QR code, card or your personal details).

The checkout was offline. I swiped my QR code/card, but I see my points haven't been credited. How can I recoup them?

Don't worry, if the check-out goes offline, all the points not recorded immediately will be automatically recovered later. If you have any problems, contact our customer service on 800 069 069 or write to informazioni@autogrill.net, and solving them will be easy.

The operator scanned my QR code/card but my points haven't been credited to my account. What can I do?

Are you sure you confirmed your email address and linked your card to your account in the registration phase? If the problem persists, call our customer service on 800 069 069 or write to informazioni@autogrill.net. They'll be glad solve this sort of problem for you.

I had some coffee points left over from the old programme. What happened to them?

Coffee points accumulated up to 3/10/22 were converted to points in the new programme on 4/10/22 at the following conversion rates: 1 coffee point -> 15 "new" points; 2 c.p. -> 20 n.p.; 3 c.p. -> 25 n.p.; 4 c.p. -> 30 n.p.; 5 c.p. -> 35 n.p.; 6 c.p. -> 40 n.p. People with 7, 8 or 9 coffee points were awarded a free coffee to redeem by 31/3/2023.

Up to when can I use the free coffees I had left over from the old programme?

Free coffees accruing up to 3/10/2022 can be used no later than 31/3/2023.

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

Enter the 16-digit number on the back of the card in your possession in the "My cards" section on the myautogrill.it portal or in the "My profile" - "My cards" section on the My Autogrill app.

Does my My Autogrill card have an expiry date?

No, My Autogrill cards don't expire. The promotions active on your profile, on the other hand, are valid for a limited period of time, as always indicated in the rules for each promotion.

What happens if I lose my My Autogrill card?

You just ask our contact centre to cancel the lost card (call 800 069 069 or send an email to informazioni@autogrill.net). The next time you go into one of our points of sale you'll be able to pick up your new card and link it to your profile again to be able to use it. Remember that if you download the app and login, you'll always have the QR code with you and won't need a card.

How can I remove a card from my profile?

Contact our customer service on 800 069 069 or write to informazioni@autogrill.net.

Why can't I log on to the app/website via Facebook any more?

Unfortunately this function isn't active at present.

How can I cancel my My Autogrill profile?

On the app, click on the menu top right and enter the "my profile" -> "my data" section or go to your personal area on myautogrill.it and click on "my profile" in the menu on the left. You'll find an option - "cancel account" - enabling you to cancel your profile. Alternatively, you can contact our customer service on 800 069 069 or write to informazioni@autogrill.net. Remember that all your data, points and rewards will be cancelled too and you won't be able to recover them.

e-Invoicing

Can I use the e-Invoicing service without registering with My Autogrill?

The card won't work if you don't register. To do so, just click here www.myautogrill.it

Will I have to provide my data every time?

No. Once you've completed registration, you'll be recognized automatically.

Is there a minimum I have to spend to obtain an invoice?

No. Whatever the amount, you'll receive an invoice in XML format via the Revenue Agency Exchange System and a courtesy copy (pdf format) via e-mail.

How will I receive the invoice, given that electronic invoicing was introduced on 1 January 2019?

The original of the invoice will be sent in XML format via the Exchange System using the certified email address or recipient code you specified for your My Autogrill account. If you haven't given us that information, you'll receive the original of the invoice in your "Tax Box" at the Revenue Agency. A courtesy copy (pdf format) will be sent to you via e-mail.

Can I get an invoice printed for me at check-out?

No. With the introduction of electronic invoicing, you'll receive the invoice in XML format via the Revenue Agency Exchange System and a courtesy copy (pdf format) via e-mail.

Is the e-Invoicing service compatible with other promotions?

Yes. All promotions remain valid.

Can I register even if I haven't got a VAT number?

Yes. If you enter your tax code, you'll receive all the receipts for your purchases at your e-mail address.

Can I get a list of all my invoices or receipts at the end of the month?

Yes. Just select the "Monthly List " option in the "My services" section and then "Modify data" in your reserved area.

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

With the introduction of electronic invoicing, you'll receive the invoice in XML format via the Revenue Agency Exchange System, while to receive a courtesy copy in pdf format you can access the following website (link https://e-invoicing.autogrill.com/it/home/ ) and click first on "Enter PIN" and then "To receive the invoice without registering, click here to enter PIN".

How can I cancel my e-Invoicing service account?

Call our customer service on 800 069 069 or write to informazioni@autogrill.net to request cancellation.

I asked for an invoice at check-out, but I haven't received it. Can you help?

In this case, you need to contact customer service on 800 069 069 or write to informazioni@autogrill.net and specify the receipt number you got at check-out.

Can I ask for an invoice at a later stage, after the receipt has been issued?

An invoice can only be requested at the time of carrying out the transaction, as required by art. 22, DPR 633/72. The customer must immediately check there's an invoice number on the receipt and, in the case of buying fuel, make sure that a pdf format invoice arrives via email. In accordance with current tax law, requests for invoices submitted after the time of carrying out the transaction will not be accepted.

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

Certainly! You can always update your personal details in your profile on the portal or via the app.

Invito for Truckers

Who is the Invito Card programme for?

The Invito Card programme is for truckers holding a C-class driving license.

What are the advantages for truckers who have an Ivito Card and are registered with My Autogrill?

With an Invito card you always have a 30% discount in Ciao, La Fucina and Amore restaurants, a 20% discount in Snack Bars and a 20% discount on Market purchases (except for books, tobacco products, revenue stamps, newspapers and magazines, lotteries, Bluvia tickets, phone cards and top-us, postage stamps, Swiss and Slovenian cartoons and Viacards).

I'm registered with My Autogrill. How do I activate Invito?

1. Pick up your Invito card at an Autogrill with a Ciao or La Fucina restaurant; 2. Open the app, click on the menu top right and enter the "Services and programmes" section and click on "Activate Invito"; 3. Add your Invito card code. On completion of activation, you can immediately enjoy the discounts reserved for you.

I'm not registered with My Autogrill. What do I have to do to activate Invito?

First, register with My Autogrill (look at the FAQs for what to do), then: 1.Pick up your Invito card at an Autogrill with a Ciao or La Fucina restaurant; 2. Open the app, click on the menu top right and enter the "Services and programmes" section and click on "Activate Invito"; 3. Add your Invito card code. On completion of activation, you can immediately enjoy the discounts reserved for you.

How can I use my discounts?

At check-out, you can use the Invito card you linked to your account or the QR code from the My Autogrill app to enjoy your discounts.

I already have an Invito Card but I haven't registered with My Autogrill. Do I get discounts anyway?

If you haven't linked your Invito card to My Autogrill, you won't be able to enjoy all the discounts and promotions reserved for you. So don't waste time: register now.

Group Service

Who is the Group Service programme for?

The Group Service programme is for bus drivers and tourist guides.

What are the advantages of Group Service?

A free meal is offered to drivers and guides on duty if accompanied by groups of at least 10 participants.

How do I activate Group Service?

To activate a Group Service card it's necessary to register the profile on the following portal (link: https://www.myautogrill.it/it/portal/sign-up/?from=gs ). Having confirmed creation of your account, you just go to the "My services" section of your My Autogrill profile and click on "Activate now" in the Group Service section. A screen will open in which to enter your personal details and upload the documents required. You'll receive an e-mail confirming the uploading of your documents, which will have to be validated by our offices.

What documents are needed to activate Group Service?

For bus drivers: D, D1, D+E, D1+E driving license and Driver Qualification Card (C.Q.C.). For tourist guides: professional qualification card (indicating personal details and term of validity) or a declaration by a travel agency (pursuant to D.P.R. 445/2000) certifying the existence of an employment relationship with the applicant.

I can't load the documentation needed to activate my Group Service card. Can you help?

Check that the format of the documents uploaded is as required and that file size is not over 2.5 MB. Alternatively, call our customer service on 800 069 069 for help in solving this sort of problem.

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

You can ask for a new Group Service card in one of our Autogrill points of sale. When you have your new card number, call our customer service on 800 069 069 or send an email to informazioni@autogrill.net and we will substitute the card number.

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

Advantages can be combined provided they are not linked to the gratuity that the Group Service card entitles you to.