FREQUENTLY ASKED QUESTIONS

My Propane Buddy is your on-demand Propane Pal. We’re all about making propane accessible whenever you need it. My Propane Buddy is your easy-to-use, automated, self-serve propane exchange and purchase machine. Find your local My Propane Buddy here.

You can find your closest My Propane Buddy in the Where to Find section of our website.

Don’t worry, we are working on it! We are adding new locations as quickly as we can. Keep checking the Where to Find page to see if a My Propane Buddy has been added to your location.

You can find your closest My Propane Buddy in the Where to Find section of our website.

Simply follow the on-screen prompts and listen to the automated voice instructions to purchase or exchange your propane tank, make your payment using a debit/credit card or promo code, and retrieve your full tank from the designated bay.

Purchasing a new tank:

• Click “Purchase a tank” on the screen.
• Follow the on-screen prompts and listen to the automated voice instructions to pay for your purchase.
• Once your payment has been processed, a bay door will open with your full propane tank.
• Remove the full tank from the bay and close the door.

Exchanging a tank:

• Click “Exchange a tank” on the screen.
• Follow the on-screen prompts and listen to the automated voice instructions to pay for your exchange.
• Once your payment has been processed, an empty bay door will open for you to place your empty tank.
• Ensure the valve on your empty tank is tightly closed before placing it in the empty bay.
• Place your empty tank in the empty bay and close the door.
• Another bay door will open with your full propane tank.
• Remove this full tank from the bay and close the door.

You can either bring an empty propane exchange tank to exchange or purchase a new one.

Any propane exchange tank that references a net weight of 7.7kgs, more commonly known as a “20 lb” tank, is accepted for exchange at My Propane Buddy. This tank is used for propane-powered grills, heaters, and other outdoor appliances.

You will receive a tank that references a net weight of 7.7kgs from My Propane Buddy when making an exchange or purchase. These propane tanks are commonly used for propane-powered grills, heaters, and other outdoor appliances.

Only a full propane tank will be dispensed during an exchange or purchase. The tank will have a protective seal on the valve outlet, indicating it is full and has not been tampered with.

Propane tanks are designed with a vapor space to allow for the expansion of liquid propane as temperatures increase. For safety, tanks are equipped with Overfill Protection Devices (OPD) that prevent filling beyond 80% capacity. Rest assured, each tank contains at least 7.7 kg of propane, even if it may not feel completely full due to this safety measure. This design meets all safety and regulatory standards to ensure safe and efficient use.

We accept Visa, MasterCard and Interac.

Unfortunately, we do not offer refunds for propane tanks obtained through My Propane Buddy. However, if you have any concerns, please contact us, and we’ll do our best to assist you.

If you are not able to reach the top door, we have you covered. My Propane Buddy will ask you if you can reach the top door during your transaction. Simply click “No” and only the middle and bottom bay doors will open during your purchase or exchange.

If you clicked “Yes” indicating that you can reach the top door, click the “Back” button before completing your payment. If you have already paid for your purchase, you will not be able to cancel or restart the transaction and your new tank may vend out of the top door.

On the Order Summary page, there is a “Promo code” button on the screen. Click this button before completing your payment and input your promo code to receive your discount. Click “Continue” to complete your payment and proceed with your purchase or exchange.

Your transaction will only time out if no action is taken for a certain period of time. If your transaction times out before your full tank has been dispensed, the transaction will be canceled, and you will not be charged.

You can only purchase or exchange one tank at a time. If you need to purchase or exchange multiple tanks, complete your transaction, and start a new one for each additional tank.

At the end of your purchase or exchange, you will have the option to submit your email address to receive your receipt via email (an e-receipt). Simply fill in your email address and click “Continue” to receive your e-receipt.

If you are experiencing low or no propane flow from your propane tank, refer to Scenario 4 in our Scenarios section below.

Store your propane tank in a well-ventilated, outdoor area. Keep it upright on a flat, stable surface, away from heat sources and flammable materials. Never store propane tanks indoors, including in your garage or shed.

The date stamp is located on or near the collar of the tank. It indicates the month and year of the re-qualification inspection and is stamped on the edge of the collar.  For more information, click here.

How to ensure your BBQ and propane tank are set up safely.

Before You Start:

1. Review Manufacturer’s Instructions: Carefully read through the BBQ manufacturer’s instructions for assembly, operation, maintenance, repair, and storage to ensure proper setup and use.
2. Inspect Your Equipment: Before lighting the BBQ, inspect it and the propane tank for any damage or wear, especially the hoses and regulators, and replace any worn parts.
3. Setting Up:
   1. Check Connections:
      1. Verify that the tank has the correct connection for your BBQ to ensure a secure and safe hookup.
      2. Place the BBQ on a flat, stable surface, away from any flammable materials, and ensure it is in a well-ventilated area.

Starting the BBQ:

1. Open the Lid: Before lighting, always open the BBQ lid to prevent gas buildup and potential explosions.
2. Light the BBQ: Follow the lighting instructions carefully, turning the control knobs to ON one by one and using the igniter or a match as directed.

While Cooking:

1. Monitor the BBQ: Never leave the BBQ unattended while it is in use.
2. Keep Children Away: Ensure children are not allowed to operate or play around the BBQ to prevent accidents.
3. Use Proper Tools: Use long-handled utensils and flame-retardant mitts to protect yourself from burns.
4. Manage Flare-Ups: Trim excess fat from meats and keep the BBQ clean to reduce flare-ups.

Handling Emergencies:

1. Grease Fires: Have baking soda ready to control grease fires.
2. Fire Extinguisher: Keep a fire extinguisher handy and know how to use it in case of emergencies.

After Use:

1. Turn Off the BBQ: After cooking, turn all control knobs to OFF and make sure the tank valve is CLOSED.
2. Clean the BBQ: Wipe the grill with a clean cloth after using a wire brush to prevent residue buildup.
3. Storage: Ensure the BBQ and propane tank are stored properly as per manufacturer guidelines and local regulations.

How to safely use and store your propane tank.

Leak Test:

Before connecting the tank to your BBQ or appliance, perform a leak test. Using soapy water, brush the solution onto all connections and valves, then open the valve while keeping the appliance off. Look for rising bubbles that would indicate a leak.

Proper Storage:

• Store Upright: Always store the propane tank upright on a flat, stable surface to prevent tipping.
• Avoid High Temperatures: Ensure the tank is never stored in high-temperature areas. Try keeping it in a cool, shaded area.

Outdoor Storage:

Never store the tank indoors, including in garages or enclosed areas. If you need to store your BBQ indoors, disconnect the tank and move it to a secure, well-ventilated outdoor location.

Transporting the Tank:

When transporting the tank, secure it upright in a well-ventilated area of your vehicle. Drive directly to where the tank will be used, ensuring not to leave it unattended in the vehicle.

Handling Damages:

If you find any damage to the tank or valve, do not attempt to repair it yourself. Instead, take the damaged tank to a qualified propane supplier for repairs or disposal.

You start by making an exchange or purchase at My Propane Buddy. If you are making an exchange, place your empty tank inside an empty bay and wait for the full tank to be dispensed. If you are purchasing a new tank, you are waiting for your full tank to vend. Your full tank is unable to vend after completing your payment or placing your empty tank inside an empty bay.

Solution:

• Purchasing a tank:
  • The transaction will timeout or cancel and will return to the home screen. You will not be charged.
  • Try the purchase process again.

• Exchanging a tank:
  • Your empty tank will be returned to you automatically, and you will not be charged.
  • When the door opens, remove your empty tank, and close the door.
  • Return to the home screen and try the exchange process again.

If the Issue Persists:

If the full tank still does not vend again, please remove your empty tank, and find another location to make your exchange or purchase. There is no need to contact customer support as the My Propane Buddy machine will automatically notify us about this unexpected error. We apologize for any inconvenience caused.

You start by making an exchange at My Propane Buddy. You place your empty tank inside an empty bay and wait for the full tank to be dispensed but your empty tank gets stuck inside the bay due to an unexpected error.

Solution:

• Your tank will remain in the bay, but you will not be charged for the exchange.
• Contact our customer support at +1 (855) 745-3273 for immediate assistance in retrieving your empty tank.
• We apologize for the inconvenience caused during your exchange.

You arrive at your local My Propane Buddy, ready to purchase or exchange a propane tank and you notice that one of the bay doors is open when you arrive.

Solution:

Close the Open Door before proceeding with your purchase or exchange. This action will reset the system and prepare it for a new transaction.

Start Your Transaction:

• After closing the door, approach the screen to start your transaction.
• Follow the on-screen prompts to select either “Purchase a Tank” or “Exchange a Tank.”
• If purchasing a new tank, make your payment and retrieve your full tank from the designated bay.
• If exchanging a tank, follow the prompts to place your empty tank in the bay, make your payment, and then retrieve your full tank from the designated bay.

If You Encounter Further Issues:

If closing the door does not reset the transaction process or if you experience any other issues, please contact our customer support at +1 (855) 745-3273 for assistance.

You’ve connected your propane tank to your grill or appliance, but you notice there’s no flow of propane or the flame is very low.

Your propane tank has an excess flow shut-off valve, a safety feature that stops the flow of propane if the tank is opened too quickly or if an unconnected tank is opened. This shut-off valve may have kicked in and stopped the flow of propane.

Here’s how to troubleshoot this issue:

Step 1: Close all appliance burner controls.

Ensure all the controls on your grill or appliance are turned off.

Step 2: Close the propane tank valve.

Turn the valve on your propane tank to the closed position (clockwise).

Step 3: Wait for two minutes.

This allows the excess flow valve to reset and any propane vapour to disperse safely.

Step 4: Very slowly, open the tank valve fully.

Turn the valve on your propane tank to the open position (counterclockwise) very slowly to prevent triggering the excess flow shut-off. This allows pressures to equalize in the appliance supply line.

Step 5: Open the burner controls and light the appliance.

Follow the manufacturer’s instructions for lighting your grill or appliance.

By following these steps, you should reset the excess flow valve and restore the proper flow of propane, allowing your grill or appliance to function correctly. If the problem persists, you may need to check for other issues such as blockages or seek further assistance by contacting our customer support at +1 (855) 745-3273 for assistance.

You notice a strong smell of propane or hear a hissing sound coming from your tank or appliance, suggesting there may be a leak.

Here’s how to troubleshoot this issue:

Step 1: If it is safe to do so, immediately shut the propane tank valve off by turning it to the right (clockwise). If the propane tank valve is visibly frosted, please put on gloves before turning the valve or touching the tank. Check that there are no open flames or sources of ignition nearby.

Step 2: Prepare a leak detector solution (or a mixture of 50% liquid soap and 50% water). Carefully brush the solution onto all connections and valves of the tank. Look for rising bubbles, which indicate a leak. Follow the leak detection guidelines that are outlined in your appliance owner’s manual.

Step 3: Tighten the leaking connection and test again with the leak detector solution.

If bubbles continue, disconnect the leaking connection, reconnect it, and test again.

If bubbles still appear, disconnect the tank completely and ensure the valve is shut off.

If the issue persists:

Leave your tank in an open, well-ventilated outdoor location.

Ensure it is away from living spaces and any sources of ignition.

Call our customer support team at +1 (855) 745-3273 and explain the situation to a member of our team, who will assist you.

You’re ready to use your My Propane Buddy propane tank, but the valve on the tank feels tight and won’t open.

Solution:

• Ensure you are turning the valve to the left (counterclockwise) to open it.
• Try turning the valve to the right (clockwise) to see if it is already open. If it moves easily, the valve might already be in the open position.
• If the valve remains difficult to turn, ask someone else to try turning it to the left (counterclockwise). Sometimes, the valve can be particularly tight the first time it is opened.

If the valve still won’t open after trying the above steps, contact our customer support at +1 (855) 745-3273 for further assistance.