Frequently Asked Questions

Find out more about the myHusky App

General

What does the security PIN do?

The security PIN is an additional security measure to help verify payment authorizations. 

Where can I use the app?

You can use the myHusky App at participating Husky locations across Canada.

Does the app use my phone number?

No, the myHusky App does not require your phone number; however, you do need to provide a valid email address to create an app account. 

How does the app know my location?

If you choose to allow Location Services, the app uses the GPS in your phone to identify your location while using the app. With Location Services on, you can use the pay-from-your-car feature and get turn-by-turn directions in the Station Locator to find the Husky station nearest you. You can turn Location Services on/off at any time.

How much data does the app use?

Like most mobile apps, the myHusky App uses your smartphone’s location services and Internet data. Costs for data usage depend on your network provider and your individual phone plan. For specific details, we recommend you contact your mobile phone provider directly.

Why did my app crash?

Apps can crash unexpectedly for a few reasons, including insufficient storage/memory or undetected bugs. Make sure your device has enough connectivity to use the app. You can reduce the amount of memory your device uses by uninstalling apps/programs you’re not using. The myHusky App is designed so it doesn’t store large volumes of data on your local device. If your app crashes, please contact us at 1-844-459-7858 or support@app.myhusky.ca (and if you can, provide us with a screenshot of the issue you're experiencing).

How do I get to the main menu of the app?

Tap the “Dashboard” icon at the bottom left of your screen. 

Why do I have to update my app?

Apps may require an update when new features are added or when bug fixes are deployed. Typically, updates will help your app work more efficiently and offer you greater functionality or security.

Can the app be used across Canada?

Yes, you can use the myHusky App at participating Husky stations across our network.

Do I need a data plan to use the app?

You will need Internet access to get the most out of the app. App features such as pay from your car, myHusky Rewards, managing app wallet information, viewing offers and getting directions require data connection. 

How can I contact customer support for app related questions?

You may contact support@app.myhusky.ca or call 1-844-459-7858 if you have any questions that are not answered in this FAQ document. 

Can I have multiple app accounts?

We allow one app account per person. You can install the app on two phones (such as a personal phone and work phone) and use the same account on both devices but you can only be logged into one device at a time. The app will log you out from the first device when you log into the second device.

What devices does the app support?

The myHusky App is designed for iPhone devices 5S and newer, and Android devices including, but not limited to, the Samsung S7, Samsung Note, Google Pixel 2, LG V30, as well as BB Key 1 and newer. The Android version of the app was developed to support the following operating systems: Pie 9.0, Oreo 8.0 to 8.1 and Nougat 7.0 to 7.1.2. Note: Older devices may still work, but are not officially supported and were not part of Husky’s test phases.

 

What are all the features I can use in the app?

Pay from your car:

  • Choose how much fuel you wish to purchase, you can add a car wash to the transaction and/or redeem myHusky Rewards points.
  • Authorize your credit card with enhanced security measures or with a Husky Gift Card.
  • If you buy a car wash, the code will display right in your app.
  • Members automatically earn myHusky Rewards points.
  • The transaction is authorized from the comfort of your car and the app lets you know when you can put your phone away, get out of your car and begin fueling.

myHusky Rewards:

  • Say goodbye to plastic with a digital myHusky Rewards card right in your app.
  • Not a member? You can sign up right in the app and start earning points right away.
  • View personalized offers and what's on special. You can “Like” or “Share” offers you’re interested in and “Hide” offers you don’t want to see in your list.
  • You can also add your myHusky Rewards card to your Apple Wallet.

Station Locator:

  • Find a Husky station near you with the amenities you’re looking for (like car wash or propane).
  • Get turn-by-turn directions.
How secure is the app? What regulations does the app follow?

Husky and their partners have completed their due diligence to design and implement a secure system for Husky customers. The myHusky App follows the Payment Card Industry Data Security Standard (PCI DSS). It is an information security standard for organizations that handle branded credit cards from major card providers. Credit card, gift card and loyalty information is not stored in your device. This information is encrypted and stored based on PCI Compliance regulations. Personal information will not be shared with any other party outside of the app functionalities.

Can I use this app at Husky Bulk Plants?

The myHusky App can only be used at Husky fuel stations and convenience stores; currently, it can’t be used at Husky Bulk Plants. 

Can I use the app at Cardlock locations?

Currently, the myHusky App cannot be used to purchase fuel at Cardlock pumps. The myHusky App can only be used at Husky retail stations and convenience stores.

How is my personal information used by the app?

Your information is used to create a profile in our systems that help you to receive personalized offers, manage your loyalty account and keep track of purchases within the app. Your data will be stored securely as per regulatory guidelines. 

Why did the app log me out?

The app logs you out automatically if you don’t have a passcode/Touch ID/Face ID set up on your device to maintain the security of your personal information and payment data. You can also only be logged into one device at a time, so if you logged in from another phone, it will log you out of the first device. 

What happens if I get a new phone?

Simply log back in to your app account. Your app settings, profile information, payment cards and myHusky Rewards info will be available on your new device.

Can I use the myHusky App for fleet fuel purchases?

The myHusky App is designed for personal fuel purchases. The app currently doesn't accept HuskyPRO commercial or fleet cards as a payment type.

Is it safe to use my cell phone at the pump?

Fueling your vehicle deserves your complete attention. Smartphones can be distracting and increase the risk of a spill or other harmful incidents. We recommend you leave your phone in your vehicle while using our pumps. You can prepay for fuel and a car wash from the app while inside your vehicle. The app notifies you when the pump is authorized, then you can put your phone away, get out of your car (make sure you turn your engine off!) and begin fueling. Be aware of your surroundings and other vehicles while at the pump.

Account Management

How can I change my security PIN?

Follow these steps in the app.

  • Open your Profile

  • Tap 'Manage Security PIN'

  • Enter your current four-digit security PIN

  • Follow the steps to create a new security PIN

I forgot my security PIN, what should I do?

Follow these steps in the app.

  • Open your Profile

  • Tap 'Manage Security PIN'

  • Tap ‘Forgot PIN’

  • You’ll receive a six-digit reset code at the email address associated with your app account

  • Open the app again and enter the six-digit code from your email

How can I reset my app password?
  • Select “Reset Password” in your Profile tab, then enter your app account email to receive a six-digit reset code.
  • Once you receive this code at the email address associated with your app account, open the app again and click “Sign In”.
  • Tap “Forgot your password?”, then tap “I already have a reset code”.
  • Enter the code you received and follow the steps to create a new password.
My password reset code is not working.

Your password reset PIN may have expired as it’s only valid for 24 hours. If the password reset code does not work, tap “Reset Password” to receive a new code. 

My account isn't getting verified.

Your confirmation email link may have expired as it’s only valid for 48 hours. You can request a new verification through your Profile by tapping “Resend Confirmation Link”. 

I didn't receive the password/PIN reset email.

The password reset email is sent to the email address associated with your app account. Check your junk mail and ensure you're checking the correct email account. Emails are sent from do-not-reply@huskyenergy.com

I didn't receive the 'verify account' email.

The confirmation email is sent to the email address associated with your app account. Check your junk mail and ensure you're checking the correct email account. Emails are sent from do-not-reply@huskyenergy.com.

How do I change my email address?

You can update your email address in your Profile. Enter your app password first to change your email address. Once it's updated, you’ll receive a confirmation email at the new email address provided. Click the confirmation link in the email to complete the change.

NOTE: Until you confirm the new email address, you won’t be able to use certain features in the app. 

My settings for in-store offers returned to the default categories.

If someone else used the app on your device, it may have saved changes they made to default settings. Please set your preferences again. 

What are the functions available in the app account settings?

In your account settings you can:

  • Set up a default pre-authorized fuel amount
  • Decide whether to receive receipts by email
  • Turn dashboard offers “on” or “off”
  • Select types of offers you wish to see (eg., car wash, lotto or snack offers)
  • Use the Station Locator to identify Husky stations with diesel
  • Send feedback to the myHusky App team
Why do I need two passwords?

Depending on the password you create for your myHusky App account, you may have two passwords within the app - the first is your myHusky App account password, the second is for your myHusky Rewards account.

To add a myHusky Rewards card to the app:

A) If you already have a myHusky Rewards card – enter the password you created when you joined myHusky Rewards. This is to ensure that no one else can enter in your rewards number and redeem your points.

B) If you’re joining myHusky Rewards for the first time in the app – you may create any password; it can be the same or different than the password you chose for your app account.

Can I delete my app account?

No, you cannot delete your app account, but you can uninstall the app from your mobile device. You can also remove your myHusky Rewards card and any payment cards from the app as well.

Pay From Your Car

How do I use the app to purchase fuel?
  • To pay from your car, you must first add a payment method and enable Location Services.
  • At a Husky station, pull up to an available pump and turn off your engine. Open the myHusky App and tap the Pay at Pump icon at the bottom of the screen to check in.
  • Scroll to the appropriate pump number (you should be able to see which number pump you're at from inside most vehicles).
  • Select your “Fill up to” amount (you can also set a default amount in your profile).
  • You can add a car wash or choose to redeem myHusky Rewards points.
  • Tap “Pay” to pre-authorize your purchase using your default payment method or tap the > to select a different payment method.
  • Enter your security PIN (you'll be prompted to set one up if you haven't already).
  • The app will notify you once the pump is authorized, then you can put your phone away, exit your vehicle and begin fueling.

Take caution: Fueling your vehicle requires your complete attention; be aware of your surroundings and other vehicles. Put your phone away and turn off your engine prior to fueling.

Once you finish fueling, replace the nozzle to complete the transaction. You'll receive an electronic receipt in the app, which can be emailed to yourself. If you purchased a car wash, your car wash code will display in the app. 

How does the app know which station I am at?

The app uses your device’s GPS and location services to detect which Husky station you’re at. 

Which station should I choose when the app can't decide?

If there is more than one Husky station close by, you can select which station you're at on the Pay at Pump screen. You must select the correct location to authorize the accurate pump for fueling. 

How do I select a pump in the app?

From the Pay at Pump screen, tap “Pump” then scroll down to select the pump you wish to authorize. Please note: the Pay at Pump screen is only functional when you're at a Husky station and have enabled your Location Services. 

How do I select the grade for my fuel?

You must select the fuel grade at the pump. Once the app lets you know the pump is authorized, you can put your phone away and exit your vehicle to begin fueling. Press the fuel grade button on the pump to select the fuel grade. 

Where is the receipt stored in the app?

You can view your receipts in Transaction History. Tap the profile icon in the top left corner of the screen, then tap Transaction History. 

Can I purchase a car wash without fuel?

You cannot use the app to purchase a car wash only. You must pay in store to purchase a car wash without fuel. 

How can I get a printed paper receipt?

The app does not provide you with a printed paper receipt. If you need a paper receipt, please print out the receipt that’s emailed to you.

How can I use multiple payment cards on a given transaction (i.e., gift card + credit card)?

The app isn’t designed to accept more than one payment method on one transaction. If you want to use more than one payment method on your transaction such as a gift card and a credit card, please pay in store.

Why isn't my app working at this station?

The app will work at most Husky stations, but some of Husky’s independent locations may employ different fuel pumps which are not enabled by the app. Look for the mobile-enabled icon in the Station Locator to find the site nearest you where you can use the app. 

My transaction is stuck.

Your transaction may be stuck for a variety of reasons. If your pump didn’t authorize, please check the pump screen to ensure authorization has not been processed. You can try authorizing another mobile transaction or proceed to pay for fuel the traditional way. In case the transaction is stuck after you’ve fueled, the app will issue a receipt as soon as it’s ready. If the issue persists, please contact support@app.myhusky.ca or call 1-844-459-7858.

Why can’t I use Apple Pay for in-app payment?

Banks and payment providers don’t currently support pre-authorized in-app payments through Apple Pay. Because our mobile pay feature uses pre-authorization, Apple Pay isn’t currently available. We plan to add this functionality when it is available via banks and payment providers. You can, however, add your myHusky Rewards card to your Apple Wallet. Just tap the Add to Apple Wallet icon on the Rewards screen.

Why is my pre-authorization declined?

If you’ve selected “fill”, the pre-authorization amount is set for $250. If your card is declined, you may not have sufficient funds on your payment card, you may have an overdue payment, there may be an app connection issue or your card may have been compromised. Try pre-authorizing for a lower amount or calling your credit card issuer if the problem continues.

Pump isn’t getting authorized for fueling.

Either the pump is already in use or there are technical connectivity issues between the app and the pump. You can try again, try another pump or use the traditional method of paying instead of the app. 

Why can't I select a propane pump for fueling from the app?

You cannot pay for bulk propane from the myHusky App, because propane is not self-serve. Retail propane is full service and can only be provided by a trained station attendant. Dispensers don’t have pay-at-pump capability.

Cardlock propane can be dispensed by a certified customer.

Why can't I use the app at other stations/travel centres/restaurants?

You can only use the myHusky App to purchase fuel (with a car wash) at Husky fuel pumps or scan your digital rewards card inside Husky convenience stores. 

Why did I get a lower redemption offer than what I had selected originally?

If you selected a higher dollar value redemption than what you actually fueled, we will automatically redeem for the next lower redemption value so you'll still receive a discount on your fuel purchase. For example, if you choose to redeem $20 in free fuel but only fueled $17, we will apply a $15 discount automatically. 

How can I track which car wash codes I've used?

Unfortunately, we do not track which car wash codes have been redeemed.  

How can I see the price for each fuel grade?

You can view fuel prices on the pump. 

How many redemption options can I apply to my transaction?

With the myHusky App, you can redeem for a free car wash, dollars off fuel or both. 

The location is showing as mobile enabled, but the app isn't working.

There may be a temporary connection issue or you may need to enable Location Services on your mobile device. Please try closing and reopening the app. If that still doesn’t work, please pay at the pump or in store. 

I changed my basket and now I don’t see the same redemption offers. Why?

The myHusky Rewards offers you see in the app are displayed depending on the number of points you have and what you’ve selected to purchase. For example, if you choose to Fill and you have enough points for $50 off fuel, you will see an offer to redeem $50 off. If you change from Fill to $20, your offer will change to redeem for $20 off fuel. 

I didn’t earn points for my current/previous transaction(s).

You must add a myHusky Rewards card to the app to earn points; and register your card in order to redeem points and continue earning after completing five transactions. You'll only be able to earn/redeem points as long as your myHusky Rewards account is in good standing. If you're still experiencing issues, please contact support@app.myhusky.ca or call 1-844-459-7858.

I didn’t receive a receipt for my previous transactions.

The app only displays electronic receipts for transactions completed with the app.

I didn’t get a car wash code.

If you selected and paid for a car wash in the app, but didn’t receive a car wash code, please go inside the store and a station attendant will re-print your car wash code for you. 

Can I purchase in-store product using the app?

You can use your digital myHusky Rewards card in the app to earn and redeem points for dollars off in-store products, but you can’t use the payment cards in your app Wallet to pay for in-store purchases. You may be able to use a digital wallet outside of the myHusky App such as Apple Pay. 

Where can I find the car wash code in the app?

The car wash code is displayed in the Transaction History and on your electronic receipt. 

Mobile Wallet/Security

What payment types does the app support?

You can currently add Visa, Mastercard, American Express, Mastercard-branded debit cards or Husky Gift Cards to the myHusky App Wallet to pay for fuel. 

What type of debit cards can I use in the app?

At this time, the myHusky App only supports Mastercard-branded debit cards. 

Can I use my HuskyPRO card with the myHusky App?

At this time, the myHusky App doesn't support HuskyPRO commercial or fleet payment cards. The app is intended for personal use, not for business purposes.

Can I participate in the BCAA program through the app?

At this time, the myHusky App is not connected with the BCAA program. 

How many payment cards and gift cards can I add to the app?

You can load up to four credit cards and up to five Husky Gift Cards into your myHusky App Wallet. We capped the number of payment methods to help reduce the risk of fraudulent activity.

How is my credit card information stored on the app?

Credit card information is encrypted and stored securely in a vault as per Payment Card Industry regulations. No credit card numbers are stored in the app or on your mobile device. 

How do I check the balance of my gift cards?

You can view your gift card balance on the image of the card in your myHusky App Wallet. The top of the gift card section also shows the total balance for all gift cards in your Wallet. 

How can I reload my gift card through the app?

Currently, you can’t reload gift cards in the app. The best way to add funds is to purchase a new gift card in store and add it to your app, then delete the old gift card. You can also reload the original gift card in store (if you've held on to it) and the balance will automatically update in the app.

Can I send money to a friend's card/account?

Not at this time. 

I updated my credit card information in the app and now my card is being rejected.

Ensure you've entered the information correctly and you’ve provided the CVV/CID again to save the update. If the problem continues, call your credit card issuer to see if there are any issues with your card or contact our help desk at support@app.myHusky.ca

Why is my app blocked? How do I get it unblocked?

As part of our fraud protection practices, your app account may be blocked because of suspicious activity in your app account; for example, if you seem to be using it more often than a typical customer would to make personal fuel purchases. Please contact support@app.myHusky.ca or call 1-844-459-7858 for assistance. 

Why is my credit card not working/blocked?

There may have been suspicious activity in your app account. Please contact support@app.myHusky.ca for assistance.

I see a transaction on my credit card, which I didn’t make.

If you notice unusual activity on your credit card, your card may have been compromised. Contact your credit card service provider to have the charges reversed. 

My device is lost/stolen. How can I prevent my account from incurring charges?

The myHusky App is password protected and can only be used when your mobile device is unlocked using your passcode or TouchID. Other users should not be able to use your account to make purchases unless they are able to unlock your device. 

How can I add a payment/gift card?
  • Go to My Account and tap Wallet.
  • Add a credit card: tap Add a Payment Card, enter credit card number, expiry date and CVV, then tap Save.
  • Add a Husky Gift Card: tap Add a Husky Gift card, then scan the gift card number with your camera or type it in manually. Enter the security code on the back of the gift card, then tap Save.

Credit card information is encrypted and stored securely in a vault as per Payment Card Industry regulations. Credit card numbers are not stored in the app or on your mobile device.

Station Locator

Why are the store hours different than what the app shows?

We do our best to ensure store hours are up to date. If you’d like to report a mistake, please email to CustomerService@huskyenergy.com

Why can't I use the app while I'm driving?

Please don’t app and drive! For your safety, we’ve disabled app functionality if your device detects driving motion. 

Offers

Why can't I see the same offers that my friends can see?

You can customize the offers displayed in the app by "hiding" offers (swipe left on the Offers screen) or by turning off certain categories in your app preferences. Some offers are also targeted by region, so you may see different offers depending on which province, city or Husky location you're at. 

Why can't I see an offer I was able to see before?

The offer may have expired or may have been targeted to a specific region. You may see different offers depending on which province, city or Husky location you're at.

The offer info link isn't working.

Please let us know so we can correct the issue by contacting support@app.myHusky.ca. You can visit our website to view all offers http://www.myhusky.ca/products-and-services/in-store/current-specials/

Why can't I share offers on other platforms outside of Facebook and Twitter?

We’ve limited the sharing of offers to these two platforms as they are the most popular for sharing.

How do I redeem the offers through the app?

You don’t need to do anything in the app to redeem offers. You'll automatically earn myHusky Rewards points when you pay for fuel with the app (if you've added your rewards card) and you can scan your digital rewards card on in-store purchases to earn or redeem points. 

myHusky Rewards

How can I add a myHusky Rewards card?

You can add your existing myHusky Rewards card to the app to create a digital version.

1. Tap Add a myHusky Rewards card

2. Scan the barcode on the back of your myHusky Rewards card with your device camera or type the card number in manually.

If you have already registered for myHusky Rewards, you’ll be prompted to enter your myHusky Rewards account password, which may or may not be the same as your myHusky App password.

If you haven’t registered your card, you’ll be asked to complete your registration when you load your card to the app.

What do I do if my device camera isn’t working?

Make sure you've allowed the app to access camera functionality by changing your settings. If the camera is not able to read your card's barcode, tap “Enter Card Number Manually” and type in your myHusky Rewards card number. 

How do I add a card manually?

From the Rewards screen, tap “Enter Card Number Manually” and type in your myHusky Rewards card number. If you've already registered for myHusky Rewards, you’ll be prompted to enter your myHusky Rewards account password, which may or may not be the same as your myHusky App password. If you haven’t registered your card, you’ll be asked to complete your registration when you add your card to the app.

Why does my points balance change when I haven't made any purchases on my card?

Your points balance will reflect all card activity associated with your myHusky Rewards account. So, if you have household members on your account, the balance will display any points that have been earned or redeemed.

What do I do if card registration fails?

If you are unable to register your card, call myHusky Rewards customer service at 1-855-MYHUSKY (694-8759).

How do I add another loyalty card?

You can only add one myHusky Rewards card to the app. 

I've completed five myHusky Rewards transactions and can't redeem or earn anymore points.

We’ve made it so that you can start earning points quickly and easily with myHusky Rewards. When you first get a card, either a digital version in the app or a physical plastic card, you can start earning points right away and can continue earning for up to five transactions. In order to redeem points or to continue earning after your five transactions, you must register your card. The app displays the number of transactions remaining before you must register in order to keep earning myHusky Rewards points.

How do I see my loyalty transaction history?

From My Account, go to Transaction History. There are two tabs: one to show myHusky Rewards transaction history (note: this will display all points earned/redeemed for this myHusky Rewards account, not just those associated with app purchases) and one to show App Purchases. 

Why do I have to register for myHusky Rewards to use the loyalty feature in the app?

In order to earn points toward free fuel and other great rewards, you must sign up for myHusky Rewards. It’s quick and easy to join and you can create a digital myHusky Rewards card right in the app – no plastic card required! 

Why do I have to validate my email to use loyalty feature of the app?

We validate your email address to help reduce the risk of accounts being created with fake or stolen email addresses and to ensure you’re not a robot.

How do I earn and redeem points through the app?

It’s easy! Once you’ve added a myHusky Rewards card, you’ll earn points automatically when you pay for fuel with the app. To redeem, simply tap the rewards you wish to apply to your purchase. You can redeem for dollars off fuel or a free car wash. You can also scan your digital myHusky Rewards card in Husky convenience stores to earn and redeem points. 

Can I scan my digital rewards card for in-store purchases?

Yes! With the myHusky App, say goodbye to plastic and simply scan your digital myHusky Rewards card in store to earn and redeem points. 

Will I still receive a plastic loyalty card if I requested a virtual loyalty card?

No, we won’t issue you a plastic card. All you’ll need is your digital myHusky Rewards card to earn and redeem points when you pay for fuel with the app or scan your card in store.

Why won't the app accept my password?

Depending on the password you created for your myHusky App account, you may have two passwords within the app - the first is your myHusky App account password, the second is for your myHusky Rewards account.

If you’re trying to add an existing myHusky Rewards card to the app, you’ll need to enter your myHusky Rewards password to confirm your rewards account, which may or may not be the same as your myHusky App password. 

I received a new, promotional myHusky Rewards card pre-loaded with points, but I already have a card.

Please call our contact centre at 1-855-MYHUSKY (694-8759) for a card replacement. We’ll replace your existing card with the new card and transfer your existing points balance over to the new card as well.

To add your new card into the myHusky App, go to the Rewards screen in the app and tap the trash can icon to delete your old card. Then add your new card using the barcode on the back of the card. You will need to enter your myHusky Rewards password to complete the process.