Fill up & go FAQs

The service works via the Shell Motorist app. Choose a pump on the forecourt, and from inside your vehicle scan the QR code or key in the pump code. The app activates the pump and you can simply Fill Up & Go. Once finished, a receipt will be automatically sent to your phone.

The Shell Motorist App is free, and there are no extra costs for using the service. Please speak to your network provider to check if they charge for data, as this is something we don't control.

The Shell Motorist app is available on Apple and Google Play App stores.

Yes. If you have a verified PayPal account with a debit or credit card linked to the account. The PayPal account must be linked to Fill Up & Go. You can sign up https://www.paypal.com/signup/account?country.x=GB

Yes, if you have an iPhone 6 or later and have set up your Apple Wallet.

It is safe to use a mobile phone from inside your car on a forecourt, but not outside the vehicle. Once you’ve activated the pump, please leave your phone in the car.

You can choose to spend between £20 and £150 per transaction. Either before you reach, or when you reach your maximum fuel spend limit, the pump will stop dispensing automatically.

As with any fuel purchase, you’ll only be charged for the fuel dispensed, regardless of the limit set in advance. The difference between the fuel spend limit and the actual spend will be credited back. Returning funds to a bank or credit card will vary and could take up to 7 days to be completed.

If you have the Shell Motorist app or the PayPal app then you can use Fill Up & Go. For safety reasons, motorcyclists should not use the service. If you want to pay with a fuel card, or want to redeem fuel vouchers, then unfortunately you also won’t be able to use the service.

Yes.

A 3G or better signal, or Wi-Fi connection is required to use the service. If you’re having trouble with your signal, you can always pop into the shop and pay for fuel, as usual. Before you use Fill Up & Go, first check that you have GPS switched on, or ‘Location Services’ enabled.

There are various in-app error messages if something goes wrong:

Before payment is authorised:

• ‘Invalid code or GPS error’: The app did not recognise the scanned QR code or the typed numeric code. Check that you have GPS enabled then try again, or choose to pay in the shop. If you want to pay at the till, you’ll need to get the pump manually authorised by the Customer Assistant before filling up.
• ‘Technical Issue’: There was a problem with the system that runs Fill Up & Go. You can try again or choose to pay in the shop. If you choose to pay at the till, you’ll need to get the pump manually authorised by the Customer Assistant before filling up.
• ‘PayPal Wallet Issue’: The authorisation process was rejected by PayPal. You can try again or choose to pay in the shop. If you choose to pay at the till, you’ll need to get the pump manually authorised by the Customer Assistant before filling up. You should also contact PayPal about your account authorisation.
• Payment Issue : The authorisation process for Apple Pay was rejected by your bank. You can try again or pay in the shop. If you choose to pay in the shop, you’ll need to get the pump manually authorised by the Customer Assistant before filling up. You should also contact you bank about your authorisation.
  

After payment is authorised:

• ‘Time out’: You didn’t start using the pump in time and it locked for one minute. You can try again immediately, or choose to pay in the shop. If you choose to pay at the till, you must first wait for the pump to unlock, and then you’ll need to get the pump manually authorised by the Customer Assistant before filling up.
• ‘Cancel by Site’: The Customer Assistant cancelled the transaction. They’ll explain the reason why to you, before manually authorising the pump. If this happens then you will have to pay for your fuel in the shop once you’ve finished refuelling.

Selected service stations offer the Fill Up and Go service. The majority of pumps at enabled sites offer the service, however, due to some site limitations it is not always possible for every single pump to display a QR code.

Use the ‘Station Locator’ in the Shell Motorist app. All of our Service Stations with the Fill Up & Go service have an additional mobile phone icon to the right of the petrol pump icon to indicate this service. Simply search for a location and you’ll be able to see your nearest Fill Up & Go site shown on the map.

Yes, as long as you link your Shell Drivers’ Club card to the Shell Motorist App.

Yes, on the main screen select ‘Settings’ and follow the instructions to add a second payment method. When you have two payment methods set up, you can switch between them by clicking on the word ‘change’ above the yellow Fill Up &Go bar on the main Fill Up & Go screen.

Select ‘Fuelling value’ from the main Fill Up & Go menu screen and select the new maximum fuel limit from the options.