1 General. 2 Deployment. SOK ABC Chain Management 11th of May Frequently asked questions about ABC-mobiili. 1.1 What is ABC-mobiili?

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1 1 Frequently asked questions about ABC-mobiili 1 General 1.1 What is ABC-mobiili? ABC-mobiili is the ABC chain s own mobile app that makes everyday life easier for drivers. The app can be used to access the services available at ABC stations with a mobile phone. At the initial stage, the app will include ABC s price-winning mobile fill-up. We want to involve our customers in developing Finland s best mobile app for mobile people, and that s why we will develop our digital services according to what our customers wish the most. 1.2 What is ABC mobile fill-up? Mobile fill-up offers an easier, quicker and more convenient way to fill up your car, as you can pay using your smartphone. You do not need to remember your PIN code or use your payment card in the dispenser area. With ABC-mobiili, payments are charged to your Visa, MasterCard or S-Business card registered in the app. 1.3 Mobile fill-up is already available in S-mobiili. Why is it being transferred to another app? We want to develop a separate mobile app for ABC customers to help make their everyday life easier. In the future, we will develop services for ABC-mobiilii that our driving customers have requested. In the future, S- mobiili will focus on the management of co-op members personal finances, and ABC-mobiilii will include an easy transition to S-mobiili, so customers can check, for example, their accumulated bonus in more detail. 2 Deployment 2.1 How do I start using ABC-mobiili? Do I need to pay for the service?

2 2 ABC-mobiili is a free service. If you don't have the ABC-mobiili application, download it first from the App Store (either from the Apple Store or Google Play). 2.2 How does mobile fill-up work in the ABC-mobiili app? If you are a co-op member, log in to the service using your online banking codes or your S-Code. This way, you can accumulate bonus from mobile fill-up. After registering, you can add the Visa, MasterCard or S-Business card you are using. ABC-mobiili will automatically identify the ABC station using the location data from your smart phone. You can choose an available dispenser in the app, and start filling after just a few clicks. With mobile fill-up, payment is conveniently carried out using the information of the payment card entered into the app. This means you can take care of the whole payment transaction quickly and conveniently sitting in the comfort of your own car. You only have to step out of your car for the actual filling up. 2.3 Can I use ABC mobile fill-up without registering for the app? ABC mobile fill-up is only available by registering into the ABC-mobiili app. 2.4 Can I use ABC mobile fill-up with any mobile device? The service can be used on iphone and Android phones. The ABC-mobiili is supported for ios 10 and Android 5.0, or later. The ABC-mobiili app is not optimised for tablets. 2.5 Why doesn t the ABC-mobiili app include consumption monitoring? We want to develop additional features for the app according to customers wishes. Therefore, in the next development phase, we will go through feedback and wishes we have received from our customers, and will develop new features accordingly. 2.6 Does the ABC-mobiili app also show routes to the chosen stations?

3 3 In the app, the station s location will be shown in kilometres as the crow flies from your location to the chosen destination. The actual route to the chosen destination is available at a click of the navigation button. 3 Filling up 3.1 Can I use ABC mobile fill-up at any ABC service station? Yes, the mobile fill-up works at all ABC stations in Finland. In the dispenser area, there are green stickers indicating the availability of mobile payment. 3.2 Can I pay for the fill-up in advance? ABC mobile fill-up does not involve advanced payment. The actual price of your fuel is charged after filling up, in a similar manner to traditional payment terminal payments. When you use the service for the first time, you must register and store your payment card data with the service. After this, you don't need to enter the payment card data when fuelling. In the ABC-mobiili app, you can define yourself an authorisation hold amount that will be set aside on your card. ABC will notify the bank of the actual amount filled up immediately after filling up is completed. The bank will return the difference between the sum verified beforehand and the actual refuelling amount to your account. As a result, your account will not have any large authorisation hold in effect until the actual purchase transaction is charged. 3.3 How do I know which dispenser to go to if I wish to fill up using the mobile fill-up? All ABC fuel dispensers are numbered. It is wise to drive to an available dispenser first and see its number. Then, start the mobile fuelling application and select the dispenser in question. We have also posted labels providing information about mobile payment in the fuel dispenser areas. 3.4 Is it possible that someone else's fuel is charged to my credit card using ABC mobile fuelling? This can happen if someone else starts using the dispenser selected in the application before you get there. Dispensers that are already used by someone else cannot be selected; the application displays these dispensers as occupied.

4 4 To avoid such a situation, follow these instructions: First drive to an available dispenser and check the dispenser number. Then start the filling up by selecting the dispenser at which you are. 3.5 What do I need to do at the dispenser to get the fuelling started? Drive to an available dispenser as you normally do. At the dispenser, select the dispenser at which you are. When the service informs you that you can start fuelling, leave the phone in your car or put it in your pocket and start fuelling normally. The app window will display a notification informing you that you have three minutes to start filling up after selecting the dispenser. 3.6 Is the use of mobile phones allowed in fuel dispenser areas now? For safety reasons, mobile phones should not be handled in fuel dispenser areas because there are flammable substances. In mobile fuelling, you don't need to use your mobile phone in the dispenser area; you can leave it in your car when you start fuelling. 3.7 Will customers' old filling up data be transferred from S-mobiili to the ABC-mobiilii app? No. 4 Paying 4.1 Is it safe to pay for fuel using the mobile phone? Yes, paying for the fill-up using your mobile phone is safe, because mobile payment usually requires logging into the app and separately accepting the payment, like with mobile fill-up. Nobody can, without you noticing, charge anything to the payment app. If the payment card registered for the ABC-mobiili app or the phone on which you have installed the ABC-mobiili app is stolen, you must immediately contact the card cancellation service, tel (24/7). As soon as you make the cancellation, ABC mobile fuelling will be disabled.

5 5 4.2 How am I charged for the fuel? The fill-up will be charged to your payment card, which you have registered and saved in connection with deployment of the mobile fill-up in the ABC-mobiili app. 4.3 Can I choose which feature (debit/credit) of the combination card I use for mobile fill-up? Yes, you can choose the feature. If you want to use the debit feature of your payment card, enter the digits in the lower left corner on the back of the payment card in the card data. The first 16 digits function as the card number, and the three last digits function as a CVV2/CVC2 security code. 4.4 How can I replace a payment card with the ABC-mobiili app, for example, when changing banks or when my card expires? You can manage your cards in the My data section of the ABC-mobiili app; add new or delete expired or payment cards that you no longer want to use for mobile fill-up. 4.5 Can I add more than one payment cards, and if yes, how do I know to which payment card the mobile fill-up will be charged? You can add several Visa, MasterCard or S-Business cards in the ABC-mobiili app. After selecting the dispenser, the display will show a card and an authorisation hold sum above the Start fill-up button. Before clicking the Start fill-up button, you can change the card and the Euro amount of the authorisation hold sum. 4.6 Do I get Fill-up Bonus and payment-method benefit for ABC mobile fill-up? Yes, your Fill-up Bonus and payment-method benefit will accrue normally. 4.7 Can I use my Bonuses to pay for the fuel?

6 6 Yes, this is possible if your Bonus is paid to the same account to which the S-Etukortti Visa registered for ABC mobile fill up is linked. 4.8 Does the service work with the parallel S-Etukortti card? Yes, it does. 4.9 Does the ABC-mobiili app work with AppleWatch? For the time being, at least, the ABC-mobiili app does not work with AppleWatch Do I get a receipt for the fuelling from the dispenser? Yes, you can print out a receipt from the dispenser's payment terminal. However, the fill-up will also automatically generate a digital receipt in the ABC-mobiili app. 5 Problems 5.1 Why does the service sometimes suddenly recline setting an authorisation hold sum? There can be various reasons for a failed verification of a payment transaction. Here are a few of the more common reasons, and instructions for what you can do in such case. Check that you have sufficient funds for the authorisation hold sum on your account. You can reduce the Euro amount to be verified before the actual fill-up after selecting the dispenser by clicking the payment card on the screen and then selecting a smaller Euro amount at the maximum sum. Check in the Settings of the ABC-mobiili app, if Expired appears in the card data. If it does, add the information of the new card you have received from your bank in the ABC-mobiili app with the Add a payment card feature. Has your payment card recently been replaced with a new one? Even though your card number is the same, the card's period of validity and security code have changed, and have to be updated in the service.

7 7 5.2 Whom should I contact if the ABC mobile fill-up doesn't work? In case of any problems, please contact S Customer Service, tel Mon Fri from 8 a.m. to 8 p.m. (EUR per minute) If you have added an S-Business card as a payment card for mobile fill-up, please contact S-Business customer service, tel , Mon Fri from 8 a.m. to 4 p.m. (EUR per phone call per minute). 5.3 If my phone is stolen, can someone else use the ABC-mobiili app on my phone at my expense? If the payment card registered for mobile fuelling or the phone on which you have installed the ABC-mobiili app is stolen, you must immediately contact the card cancellation service, tel (24/7). As soon as you make the cancellation, ABC mobile fuelling will be disabled.