Help and Support

Find the answers you need to frequently asked questions, or get in touch with our customer support system team for additional help.

This page is for anyone who needs help with fleet-related enquiries. Not you? Head to the Shell Go+, Shell Energy and Shell Retail sites to get the answers you need.

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Products and services FAQs

Existing Shell card owner FAQs

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Account FAQs

Issue and support FAQs

Additional FAQs

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News and views

Find thought leadership, news updates and key reports relevant to fleets of all shapes and sizes.

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Help and Support

Not a fleet-related query?

Products and services FAQs

What is the difference between a Shell Fuel Card and a Shell Card? #_128 path, #_128 polygon { fill: currentColor; } #_128 { }

What is the Shell Card? #_129 path, #_129 polygon { fill: currentColor; } #_129 { }

How do you use the Shell Card? #_130 path, #_130 polygon { fill: currentColor; } #_130 { }

Where can you use the Shell Card? #_131 path, #_131 polygon { fill: currentColor; } #_131 { }

Who is eligible for the Shell Card? #_132 path, #_132 polygon { fill: currentColor; } #_132 { }

What are the different types of Shell Card? #_133 path, #_133 polygon { fill: currentColor; } #_133 { }

What is telematics? #_134 path, #_134 polygon { fill: currentColor; } #_134 { }

What is a telematics box? #_135 path, #_135 polygon { fill: currentColor; } #_135 { }

How do I know if a refuelling site is core or noncore? #_136 path, #_136 polygon { fill: currentColor; } #_136 { }

Existing Shell card owner FAQs

How do I change card limits or transaction counts? #_137 path, #_137 polygon { fill: currentColor; } #_137 { }

How do I check my card limits? #_138 path, #_138 polygon { fill: currentColor; } #_138 { }

How do I check the status of my card? #_139 path, #_139 polygon { fill: currentColor; } #_139 { }

How do I check when my card was sent? #_140 path, #_140 polygon { fill: currentColor; } #_140 { }

How do I download transactional data from over 2 years ago? #_141 path, #_141 polygon { fill: currentColor; } #_141 { }

What should I do if a driver’s card is being declined and they can’t pay? #_142 path, #_142 polygon { fill: currentColor; } #_142 { }

What should I do if I haven’t received the PIN for my Shell Card? #_143 path, #_143 polygon { fill: currentColor; } #_143 { }

What do I do if I’ve forgotten my card PIN? #_144 path, #_144 polygon { fill: currentColor; } #_144 { }

Can’t find what you’re looking for?

Account FAQs

How do I check my account balance? #_145 path, #_145 polygon { fill: currentColor; } #_145 { }

How do I check if I have any outstanding payments? #_146 path, #_146 polygon { fill: currentColor; } #_146 { }

How can I make sure a payment went through? #_147 path, #_147 polygon { fill: currentColor; } #_147 { }

How do I get a refund for an invoice? #_148 path, #_148 polygon { fill: currentColor; } #_148 { }

How can I increase the credit limit for my account? #_149 path, #_149 polygon { fill: currentColor; } #_149 { }

How do I update my company name or address in the system? #_150 path, #_150 polygon { fill: currentColor; } #_150 { }

What should I do if I’ve been charged incorrectly or need further details about a payment? #_151 path, #_151 polygon { fill: currentColor; } #_151 { }

How do I close my account with Shell Fleet Solutions? #_152 path, #_152 polygon { fill: currentColor; } #_152 { }

Issue and support FAQs

How do I add or delete a user from the system? #_153 path, #_153 polygon { fill: currentColor; } #_153 { }

How do I change an existing user’s access? #_154 path, #_154 polygon { fill: currentColor; } #_154 { }

Where can I find guidance to perform a specific task on the Shell Fleet Hub? #_155 path, #_155 polygon { fill: currentColor; } #_155 { }

Additional FAQs

How do I access a transactional report for a given time range? #_156 path, #_156 polygon { fill: currentColor; } #_156 { }

How can I get a list of the cards for all my accounts? #_157 path, #_157 polygon { fill: currentColor; } #_157 { }

How do I get a copy of an invoice? #_158 path, #_158 polygon { fill: currentColor; } #_158 { }

How can I access a copy of my Account Statement? #_159 path, #_159 polygon { fill: currentColor; } #_159 { }

Can’t find what you’re looking for?

Related Content

Shell Fuel and EV Card

Medium and large fleets

All Small Business Fleet Solutions

Shell station locator

News and views