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IT'S MORE THAN JUST OIL. IT'S LIQUID ENGINEERING.

  1. HOME
  2. AUTOMOTIVE REPAIR WORKSHOPS
  3. INDEPENDENT WORKSHOPS
  4. CASTROL FASTSCAN
  5. FAQS
FAQ's
Q: WHO CAN REGISTER IN FASTSCAN?
A: Fastscan is a Rewards Program dedicated for Independent Workshops (IWS) Owners
Q: HOW TO REGISTER IN FASTSCAN?
A: To register in the Programme, IWS Participant Representative(s) shall (i) download the Fastscan App from Google Play or App store; (ii) enter the IWS Participant’s data, including the IWS Participant Representative(s)’ contact details which includes a VAT number, valid mobile number and other information, in the relevant  section(s) displayed  on the registration form.
Q: WHAT IF I HAVE 2 OR MORE WORKSHOPS WITH DIFFERENT VAT NUMBERS BUT BUYING FROM ONE DISTRIBUTOR?
A: In this case you will need to register each VAT number with different mobile phone number. One VAT number = one account.
Q: SHOULD I HAVE A REGISTERED COMPANY?
A: Workshop should have business registered with a valid VAT number and should be a customer of Castrol Authorised Distributor
Q: WHAT IS THE POINT STRUCTURE?
A: The table below shows number of points assigned per liter:

UK

FAQ_Product_List
Q. WHY SHOULD I GIVE CONSENT TO SHARE MY LOCATION IN THE REGISTRATION PROCESS?
A. The location permission is a compliance requirement to ensure that no one outside of the intended users are registering or using a QR not intended for that geography. We do not track user movements based on location but simply hold pinpoint location data as logs for checks against any breaches in the programme.
Q: MAY I COLLECT POINTS FOR COMMERCIAL VEHICLE LUBRICANTS (VECTON, CRB)
A: No, CVO products are not promoted in Fastscan
Q: HOW THE POINTS ARE ASSIGNED TO MY WORKSHOP?
A: Points are assigned to each workshop, based on Distributor reporting. Points will be granted monthly by the 25th day of the month following the purchase period (month)
Q. SHOULD I TAKE ANY ACTION TO RECEIVE POINTS?
A: Yes, workshop owner must scan a special, unique QR code which will be sent via e-mail on the e-mail address provided in the registration form
Q: IS THERE ANY TIME FRAME TO SCAN THE QR CODE RECEIVER BY E-MAIL?
A: Each QR code is valid for scanning for a period of six (6) months from date of its issuance via email. 
Q: HOW LONG THE POINTS ARE VALID?
A: All Points are valid for a period of twenty-four (24) months from the entry of the Points into the IWS Participant’s Fastscan App. After this period any unused Points will automatically expire.
Q: I CAN’T REMEMBER MY PASSWORD OR LOGIN?
A: Fastscan is a single sign application. There’s no one login or password. In the registration process IWS owner will receive an OTP (One Time Password) as a text message on a mobile phone number provided in the registration process
Q: CAN I REGISTER VIA THE WEBSITE?
A: No, Fastscan is a mobile app, that needs to be downloaded from App Stope (iOS) or Google Play (Android)
Q: WHERE CAN I READ MORE ABOUT THE PROGRAM?
A: More information available on www.castrol.co.uk/fastscan 
Q: WHAT IF I HAVE NOT RECEIVED AN EMAIL WITH MONTHLY QR CODE OR CONFIRMING MY REWARD ORDER?
A: Sometimes the mailing system for the registered email address perceives our confirmation e- mail as spam. Please check your Spam folder. If you can’t find your QR code there, please contact Customer Service: castrolfastscansupport@aslglobal.com For the orders - If you can’t find the confirmation in the spam folder, please check your orders after logging in by clicking on “My Account” at Dashboard. If you see your order here in the list of orders with the current date, this means that your order was received. Please send an email to customer service and we will send the confirmation manually with delivery date tracking
Q: I CAN’T SEE MY MONTHLY POINTS. WHAT SHALL I DO?
A: The reason might be that your distributor has not reported the sales data. Please contact your Distributor.
Q: DO I HAVE ANY CUSTOMER SERVICE LINE FOR SUPPORT?
A: The program offers customer service in the local language on the option “contact” of the application. Please note that the messages sent to Customer Care will be replied in a maximum of 48 hours. For request done between Fridays 15:00 PM CET and Monday 8:00 AM CET the maximum time to reply will be Wednesdays 10 AM CET. Email address: castrolfastscansupport@aslglobal.com
Q: WHAT IS THE LEAD TIME FOR RECEIVING REWARDS WHICH I ORDER?
A: The delivery time from order confirmation can take up to 15 days, being average 5-7 days. Courier company services is DHL International. The customer will receive email information with order confirmation and confirmation of delivery expedition
Q: MAY I RETURN OR EXCHANGE MY REWARD?
A: It is not possible to exchange the delivered rewards. For specific claims, broken items or damaged delivery please contact customer service. All goods should keep the original package and the claim cannot be consequence of misuse from the customer
Q: WHAT IS A WARRANTY PERIOD FOR THE REWARDS?
A: The warranty period is for the rewards is according to the EU regulations and specific country regulations if outside the EUR and it is referred to the brand T&C 
Q: I CHANGED MY PHONE NUMBER – WHAT SHOULD I DO?
A: You need to register in the Fastscan app again, providing the same e-mail address and VAT number. You will keep your current points balance
Q: THE PRODUCT DISAPPEARED FROM MY CART.
A: The list of rewards is updated periodically according to novelties in the market and stock levels. Products that are no longer in the cart list are not available to redeem.
Q: WHAT CAN BE WRITTEN IN THE CONTACT FORM?
A: In the contact form you provide all information that you consider important for the fulfilment of your order. This field can be useful to clarify postal address details, for example, or to request extra information on some items before purchase, or to request information on your delivery (tracking details are sent via e-mail) or to request general information of the program. This contact form shall include your telephone number. Customer Service will reply to you in a max of 48 hours in written and call when requested.
Q: I HAVE PLACED TWO ORDERS ONE AFTER THE OTHER. CAN THE TWO ORDERS BE COMBINED?
A: Unfortunately, orders cannot be combined retrospectively. 
Q: CAN I CHANGE MY ORDER AFTER IT HAS BEEN SENT?
A: If you would like to change your order, please write to Customer Service giving the identification number for your order and specifying what you would like to change in it and, if necessary, we will contact you by email or using the phone number you gave during registration. 
Q: WHEN WILL ORDERS MADE AT THE WEEKEND BE PROCESSED?
A: We start processing orders made at the weekend on the first working day of the following week from 8 in the morning. 
Q: I HAVE NOT RECEIVED THE ORDERED PRODUCTS. WHAT CAN I DO?
A: Please check the parcel’s status using the tracking link in the delivery confirmation mail sent to you. If the delivery date time is expired if you have not received your order please contact Customer Service (contact form at the bottom). They will find the tracking number based on the order number you give, check the parcel’s status and come back to you with updated status.

POSSIBLE ERRORS IN THE FASTSCAN APPLICATION

ERROR CODE 300

Error Code : 300

 

Message : API Input is invalid

 

Explanation :

This error usually occurs when the user has provided an unexpected input, or if an unexpected state was encountered.  Please note what action the user was performing and if any text field or other input was being provided and report it to Fastscan Customer Support castrolfastscansupport@aslglobal.com 

ERROR CODE 301

Error Code : 301

 

MESSAGE : Logged-in user is invalid.

 

Explanation :

This error occurs when the user has registered in BP IdP using a non-Fastscan app.  It does not normally happen.  Please provide registered mobile number and report to Fastscan Customer Support castrolfastscansupport@aslglobal.com 

ERROR CODE 302

Error Code : 302

 

Message : Cannot find a workshop related to this operation

 

Explanation :

This error occurs when the user can log into IdP Fastscan but does not have an associated workshop.  It does not normally happen.  Please provide registered mobile number and report to Fastscan Customer Support castrolfastscansupport@aslglobal.com 

ERROR CODE 303

Error Code : 303

 

Message :  The user is already registered

 

Explanation :

This error occurs during registration when the user is trying to register with a mobile number that is already registered in the Fastscan application.  In this case, the user can directly login to the application without needing to register.

ERROR CODE 304

Error Code : 304

 

Message :  We couldn't find your mobile number. Kindly contact your Workshop Owner.

 

Explanation :

This error occurs when the user has registered in BP IdP using a non-FastScan app.  It does not normally happen.  Please provide registered mobile number and report to Fastscan Customer Support castrolfastscansupport@aslglobal.com 

ERROR CODE 306

Error Code : 306

 

Message :  Cannot recognize the designation

 

Explanation :

This error occurs when trying to register with an unrecognized designation.  This should not normally happen. Please provide the registration details and report to Fastscan Customer Support castrolfastscansupport@aslglobal.com 

ERROR CODE 307

Error Code : 307

 

Message :  Problem occurred when registering your account

 

Explanation :

This error occurs when a problem with registration occurs with BP IdP.  In this case, user should wait for 24 hours and try again.  If the problem persists, then please provide registration details and report to Fastscan Customer Support castrolfastscansupport@aslglobal.com 

ERROR CODE 308

Error Code : 308

 

Message :  Unexpected Problem occured when registering your account

 

Explanation :

This error occurs when a problem with registration occurs that is not related to BP IdP.  It should not normally happen.  User should provide the registration details and report to Fastscan Customer Support castrolfastscansupport@aslglobal.com 

ERROR CODE 309

Error Code : 309

 

Message :  Invalid registration identifier

 

Explanation :

This error occurs when the app cannot provide a valid registration identifier.  It should not normally happen.  User should provide the registration details and report to Fastscan Customer Support castrolfastscansupport@aslglobal.com 

ERROR CODE 310

Error Code : 310

 

Message :  Unable to verify OTP

 

Explanation :

This error occurs when IDP is unable to verify the OTP for a technical reason.  User should provide the details and report it to Fastscan Customer Support Customer Support castrolfastscansupport@aslglobal.com 

ERROR CODE 313

Error Code : 313

 

Message :  We encountered an error while trying to redeem the code.

 

Explanation :

This error occurs when attempting to redeem scan code through SCRIBOS.  User should provide details to help resolve with Fastscan Customer Support castrolfastscansupport@aslglobal.com 

ERROR CODE 314

Error Code : 314

 

Message :  The code has already been redeemed

 

Explanation :

This error occurs  when scanning a code that has already been redeemed.  User to confirm that the given scan code was not credited in the Scan History and the user didn't receive any points for scanning the code.  If the user still has an issue, then please provide details (including Scan Code) to Fastscan Customer Support castrolfastscansupport@aslglobal.com 

ERROR CODE 315

Error Code : 315

 

Message :  Your account does not have enough points to redeem this reward.

 

Explanation :

This error occurs when the user is trying to redeem a reward from Rewards Catalog without enough points.  User should keep purchasing Castrol products and scanning monthly QR codes to have enough points for the desired reward.

ERROR CODE 316

Error Code : 316

 

Message :  Incorrect OTP

 

Explanation :

This error occurs when the user has provided the wrong OTP. User needs to register again and provide the correct OTP.

ERROR CODE 317

Error Code : 317

 

Message :  Your account is no longer active and cannot scan.

 

Explanation :

Workshop is moved from a valid/active segment code (such as CBW-955) to an invalid segment code.  In this case, the workshop must be moved back into a valid/active segment code by Workshop's Authorised Castrol Distributor.

ERROR CODE 318

Error Code : 318

 

Message :  You have logged into your account from another device.

 

Explanation :

This error happens when the user has logged into Fastscan from a different device.  This will cause the user to be logged-out of their other devices.

ERROR CODE 320

Error Code : 320

 

Message :  You have to enable the location permission to proceed

 

Explanation :

This error occurs when no location permission is provided. User must enable Location/GPS and allow the Fastscan app to access it "Always".

ERROR CODE 321

Error Code : 321

 

Message :  Your login has been expired, please login again.

 

Explanation :

This error occurs when the login has expired (due to inactivity for a long duration).  In this case, the user must login to Fastscan app again and provide an OTP.

ERROR CODE 322

Error Code : 322

 

Message :  A technical error occurred when trying to perform the scan. Please contact
support if the problem persists.

 

Explanation :

This error occurs when attempting to redeem scan code. User must provide details to help resolve with Fastscan Customer Support castrolfastscansupport@aslglobal.com 

ERROR CODE 323

Error Code : 323

 

Message :  An error occurred when loading the redemption page.

 

Explanation :

This error occurs when the user has encountered a technical error when trying to load the Rewards Catalog redemption page.  Kindly provide details to Fastscan Customer Support castrolfastscansupport@aslglobal.com 

ERROR CODE 324

Error Code : 324

 

Message :  This version of the app is no longer supported. Please upgrade the app in the
official App Store.

 

Explanation :

This error occurs when the user has an old version of the app that is no longer supported.  User must update the app via Google Play Store / Apple App Store.

ERROR CODE 500

Error Code : 500

 

Message :  Unexpected error

 

Explanation :

This error occurs during unexpected scenarios with the app.  Please report any details to Fastscan Customer Support castrolfastscansupport@aslglobal.com