AtoB Fraud Guarantee: Eligibility

The AtoB Fraud Guarantee gives Premium customers added protection against unauthorized fuel transactions. To qualify for coverage under the Fraud Guarantee, certain requirements must be met. Check below to see what you need to stay protected!

Who’s Eligible?

The Fraud Guarantee is only available to Premium customers who have either:

• A credit account
• A qualifying prepaid account with strong usage history

A qualifying prepaid account with strong usage history means:

• The account has been open and actively used for at least 60 days

Security Settings You Need

To stay eligible, make sure the following security features are turned on:

• Card Unlock Security: Keeps cards locked until unlocked for use.
• Telematics Connection with Block Transactions: Helps block suspicious transactions when vehicles are not at fuel stations.
• The card used for the transaction must be assigned to a vehicle equipped with telematics.

Transactions Covered

Only certain transactions are covered:

• Must be made at automated fuel dispensers (AFDs) (i.e. at the pump)
• The transaction must be settled before you dispute it
• The dispute must be filed within 2 billing cycles of the transaction date
• The dispute must be submitted through the AtoB portal

What’s Not Covered?

The Fraud Guarantee does not cover:

• Transactions done inside the store instead of at the pump
• Online or manually entered transactions
• Transactions where telematics data shows the vehicle was near the merchant during the charge
• Transactions manually approved by AtoB through special overrides
• Disputes caused by driver misuse or repeated disputes with no corrective action

Fraud Alerts & Deactivation

• If AtoB detects possible fraud, we may send a fraud alert.
• If there’s no response, we will deactivate your card for your protection.
• Important: Don’t reactivate the card on your own without contacting AtoB Support. Keeping the card deactivated helps protect your account and maintain eligibility for coverage.

How to File a Dispute

• Log in to your AtoB portal
• Log in to your customer portal.
• Locate and select the transaction in question.
• Click on ‘More Options’ to access the dispute prompt.
• Complete the dispute form with all required details, including a description of the situation and supporting evidence. For additional guidance, please refer to our Transaction Dispute Process FAQ.
• Submit your claim within 2 billing cycles.
• AtoB will review your claim and notify you of the result.

Need Help?

If you have questions about your account’s eligibility, or need help filing a dispute, contact AtoB Support. We’re here to help keep your fleet protected!