Control & identification
Issues around terminal operation, user or asset identification, prompts, display behaviour and supported control functions.
FT4000 / controlFueltek support & maintenance
KEEP YOUR FUEL
OPERATION MOVING.
Support should start with the real site, the real equipment and a clear description of what has changed.
Fueltek can help investigate supported terminals, dispensers, tank monitoring, software, reporting and site communications, then identify the appropriate next step for the issue.
HardwareSoftwareCommunicationsMaintenance
Start with context
Site. Equipment. Symptom. Impact.
The clearer the information at the start, the easier it is to decide what needs checking next.
What support can cover
ONE SYSTEM.
SEVERAL PLACES TO CHECK.
Fuel issues are not always caused by the same part of the system. A useful support route separates the physical equipment, software and communications before deciding what needs attention.
Pumps & dispensers
Help narrowing down supported dispensing, pump-control, metering and transaction-related symptoms.
Dispense pathLevels & reporting
Checks around supported tank monitoring, readings, data availability and whether information is reaching the reporting system as expected.
TankwatchRecords & administration
Assistance with supported accounts, configuration, transaction records, reporting and administration questions.
FMO / reportingGetting data from site to system
Investigate the supported communications path and whether a fault may also involve the site network, SIM or communications provider.
Network / SIMPlanned care & site condition
Plan inspection and maintenance around equipment condition, wear, damage and the operating environment at the site.
Preventative careA clearer support route
FROM “IT ISN’T WORKING”
TO A USEFUL NEXT ACTION.
The fastest route is not to guess the fault. Start with what the site can see, what changed and how the issue affects operations.
Describe it
What changed?
Give the site, equipment, exact symptom, error message if present, when it started and whether it is constant or intermittent.
Set the priority
What is the operational impact?
Explain whether the site can still dispense, whether reporting is delayed, whether one user or all users are affected, and what work is being disrupted.
Separate the system
Hardware, software or communications?
Support can use the symptoms and available evidence to narrow down which part of the supported system needs checking next.
Choose the next action
Remote check, site action or engineering visit?
The next step depends on the equipment, fault, site condition and what can be checked safely within the agreed support scope.
Useful evidenceShow us what the site is seeing.
Before contacting support
BRING THE
RIGHT INFORMATION.
A short, accurate site pack can reduce unnecessary back-and-forth and helps support understand the fault in the right context.
01 Site name and location
02 Product or equipment affected
03 Serial or asset details where available
04 Exact error message or observed behaviour
05 When the issue began and whether it is intermittent
06 Operational impact
07 Photos or screenshots where useful
08 Any safe checks already completed
Email the support team with the site details →
Prefer to call? 01254 291391
Support email: support@fueltek.co.uk
Describe the symptom clearly
HELP SUPPORT
START IN THE RIGHT PLACE.
These are useful ways to describe the issue. They are not instructions to bypass site controls or carry out unsafe work.
No display, prompt or response
Tell support whether the equipment appears powered, what the screen shows and whether the issue affects one unit or more than one.
Fuel issued but records are not where expected
Give the site, approximate transaction time and whether the issue appears to affect reporting, communications or all transactions.
A user, vehicle or tag is not being accepted
Explain whether the problem affects one identity or many and whether anything changed in the configuration beforehand.
A reading is missing or looks unexpected
State which tank is affected, when the reading last appeared normal and whether the communications path is otherwise operating.
A site is not reporting consistently
Describe whether the loss is permanent or intermittent and whether there were recent network, SIM, router or site changes.
Damage, leakage or an unsafe condition is visible
Follow the site’s safety procedures, isolate unsafe equipment where required and do not bypass electrical, fuel-safety or environmental controls.
Planned maintenance
DO NOT WAIT FOR
THE FAULT TO CHOOSE THE DAY.
Equipment can appear operational while wear, contamination, damage or environmental conditions are developing in the background. Planned inspection creates a better opportunity to identify issues before they become an operational interruption.
Maintenance scope depends on the equipment installed and the site. Fueltek can review the system and determine the appropriate maintenance approach.
Maintenance mindset
Inspect. Record. Plan. Act.
Use planned visits to understand condition and agree what needs attention next.
!
Safety comes before diagnosis
IF THE EQUIPMENT LOOKS UNSAFE,
TREAT IT AS A SITE SAFETY ISSUE FIRST.
Do not bypass electrical, fuel-safety or environmental controls to keep equipment operating. Isolate unsafe equipment where required and follow the site’s own procedures before further fault-finding.
Helpful answers
SUPPORT
QUESTIONS.
Clear answers to the information customers most often need before contacting support or planning maintenance.
What information should I provide when requesting support?
Provide the site name, equipment or product, serial or asset details where available, a clear description of the issue, when it began, any error messages and the operational impact.
Can Fueltek help with communications problems?
Fueltek can help investigate supported system communications, although resolution may also require the site network, SIM or communications provider depending on the cause.
Should equipment be maintained even when it appears to work?
Planned inspection and maintenance can identify wear, damage, contamination, meter or hose issues and environmental risks before they become operational failures.
What if only one user, vehicle or tag is affected?
Tell support whether the issue affects one identity or multiple users and provide the relevant identifier where appropriate. That distinction helps narrow down whether the issue is local to a record or wider in the system.
How can I contact Fueltek support?
For an existing Fueltek system support or maintenance issue, email support@fueltek.co.uk or call 01254 291391. For product information, new systems or sales enquiries, use the normal sales and general contact routes instead.
What if the problem started after a network or site change?
Include that change in the support request. Recent router, network, SIM, power or site changes can be useful context when investigating communications or reporting symptoms.
Ready for the next step?
START WITH THE SITE.
WE CAN WORK FORWARD FROM THERE.
Bring the product, symptoms, timing and operational impact. Fueltek can then help identify the appropriate support or maintenance route.