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.
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Products and services FAQs
What is the difference between a Shell Fuel Card and a Shell Card?
What is the difference between a Shell Fuel Card and a Shell Card?
‘Shell Fuel Card’ is what we call any fuel cards issued before 2020, set up to only cover traditional fuels (petrol and diesel) plus other motoring expenses as agreed with the fleet manager. The Shell Card is our new hybrid card – it can still cover traditional fuels, but also opens up access to our EV charging network for electric fleets.
What is the Shell Card?
What is the Shell Card?
A form of payment you can give your drivers to pay for fuel and motoring expenses – without the interest charges of a standard credit card. It enables fleet managers to have visibility over fleet spending through Shell Fleet Hub as well as offering other tools to optimise fleet management, for example fraud and security services.
How do you use the Shell Card?
How do you use the Shell Card?
When one of your drivers fills up at a Shell (or partner) fuel station, they can simply present their Shell Card or Shell Fuel Card to the cashier. They can collect the receipt as proof of purchase, and the company will be billed directly.
Where can you use the Shell Card?
Where can you use the Shell Card?
The Shell Card or Shell Fuel Card can be used at any Shell or partner fuel station across the UK, Scotland and Northern Ireland. Partner stations include Esso, Texaco and other major names nationwide.
Who is eligible for the Shell Card?
Who is eligible for the Shell Card?
Any business using one or multiple vehicles is eligible for the Shell Card – as long as the business has been operating for one year or more and passes a credit check. And how you manage your cards depends on the size of your fleet. If it’s under 10 vehicles, you need the Shell Fleet
App and you have access to an entirely digital fleet management system from any device.
Larger fleets (more than 11 vehicles) will be allocated a dedicated account manager, access to our customer service call centre and the Shell Fleet Hub, your online access to all your Shell Fuel Card or Shell Card data.
What are the different types of Shell Card?
What are the different types of Shell Card?
Shell offers businesses one card for all fleet needs. The new Shell Card gives your company access to a range of products, including traditional fuels and electric vehicle (EV) charging. A Shell Fuel Card is the same thing, except because it is a hybrid card, it offers access to electric vehicle charging, and so we just call it Shell Card to reflect the changing energy needs of our customers.
What is telematics?
What is telematics?
Telematics is the technology used to monitor individual vehicles or entire fleets. The system gathers data including engine diagnostics, driver behaviour, vehicle location and activity, consolidating this information on software platforms to help fleet operators manage their resources.
What is a telematics box?
What is a telematics box?
Most commonly, telematics data is collected by a small device installed in the vehicle itself. It stores and transmits different types of information relating to the vehicle’s performance, condition and usage.
How do I know if a refuelling site is core or noncore?
How do I know if a refuelling site is core or noncore?
You can find this information when you find different sites on the Shell station locator. We also send our customers a site and network update email once a month, so you never miss the latest. If the information you need is missing, get in touch with our Customer Support team.
Existing Shell card owner FAQs
How do I change card limits or transaction counts?
How do I change card limits or transaction counts?
The person who manages the Shell Card contract, most often the fleet manager, has access to the Shell Fleet Hub. Here they can make or amend any card limits one by one – up to the maximum default limits. Our customer service team can’t change these limits without upfront email confirmation from the named contract manager.
How do I check my card limits?
How do I check my card limits?
The person who manages the Shell Card contract, most often the fleet manager, can check card limits on the Shell Fleet Hub. They set the card limits, which we can’t change unless the recognized fleet/Shell Card manager requests us to via email.
How do I check the status of my card?
How do I check the status of my card?
In the first instance, drivers should contact the person in their company who manages the fuel cards. They can check your card status via the Shell Fleet Hub. Get in touch with our Customer Support team if you’re having using your card.
How do I check when my card was sent?
How do I check when my card was sent?
You can see when your card was sent out to you via the Shell Fleet Hub.
How do I download transactional data from over 2 years ago?
How do I download transactional data from over 2 years ago?
As the Shell Fleet Hub only holds transactional reports from the last 24 months (and in some cases, 3 months), you’ll need to email our Customer Support team for access to anything older. Larger companies with non-standard reporting needs may also set up an API to access to all data directly through your own portals. Contact our Customer Support team for information and pricing.
What should I do if a driver’s card is being declined and they can’t pay?
What should I do if a driver’s card is being declined and they can’t pay?
In the first instance, drivers should contact the person in their company who manages the fuel cards. They can check the Shell Fleet Hub to see if the card is still active. If it is, and the driver is using the right PIN, get in touch with our Customer Support System team and we’ll help you find the problem. Please note, our Customer Support team can’t change the PIN or credit limits over the phone. They will need written confirmation the named person who manages the fuel cards to make any changes.
What should I do if I haven’t received the PIN for my Shell Card?
What should I do if I haven’t received the PIN for my Shell Card?
After a card has been registered, it usually takes 48 hours for you to receive your PIN. If you haven’t after this time is up – and you’ve checked that your address is correct – then you can ask for the PIN to be resent via the Shell Fleet Hub. For any further help with this or if you’re having trouble accessing the Shell Fleet Hub, contact our Customer Support team.
What do I do if I’ve forgotten my card PIN?
What do I do if I’ve forgotten my card PIN?
You can request a PIN reminder on the Shell Fleet Hub. Get in touch with our Customer Support team if you’re having trouble accessing it.
Can’t find what you’re looking for?
Rest assured that we’ll do our best to help you find the answer you need. If you haven’t found your question here, get in touch with a member of our team today.
Account FAQs
How do I check my account balance?
How do I check my account balance?
You can keep up to date with your account balance via the Shell Fleet Hub. Get in touch with our Customer Support team if you’re having trouble accessing it.
How do I check if I have any outstanding payments?
How do I check if I have any outstanding payments?
You can keep an eye on all your outstanding payments via the Shell Fleet Hub. Get in touch with our Customer Support team if you’re having trouble accessing it.
How can I make sure a payment went through?
How can I make sure a payment went through?
You can check your card history via the Shell Fleet Hub. Get in touch with our Customer Support team if you’re having trouble accessing it, or if you’re still unsure about the success of a payment.
How do I get a refund for an invoice?
How do I get a refund for an invoice?
Contact our Customer Support team for help with any refunds.
How can I increase the credit limit for my account?
How can I increase the credit limit for my account?
We’ll need written confirmation from you to validate this request. Get in touch with our Customer Support team to get started.
How do I update my company name or address in the system?
How do I update my company name or address in the system?
We’ll need email confirmation and documents to validate these requests. Get in touch with our Customer Support team to get started.
What should I do if I’ve been charged incorrectly or need further details about a payment?
What should I do if I’ve been charged incorrectly or need further details about a payment?
Reach out to our Customer Support team – we’ll help you get to the bottom of this.
How do I close my account with Shell Fleet Solutions?
How do I close my account with Shell Fleet Solutions?
We’ll need written confirmation from you to close your account. Contact our Customer Support team to get started.
Issue and support FAQs
How do I add or delete a user from the system?
How do I add or delete a user from the system?
Get in touch with our Shell Fleet Hub administrators for help adding or deleting users.
How do I change an existing user’s access?
How do I change an existing user’s access?
Get in touch with our Shell Fleet Hub administrators for help changing existing user access.
Where can I find guidance to perform a specific task on the Shell Fleet Hub?
Where can I find guidance to perform a specific task on the Shell Fleet Hub?
Check the Shell Fleet Hub instructions on Zendesk, or try to complete the task with Walkme. If you’re still unsure, get in touch with our Customer Support team for additional help.
Additional FAQs
How do I access a transactional report for a given time range?
How do I access a transactional report for a given time range?
If the transactional report you’re looking for is up to 24 months old, you’ll be able to download it via the Shell Fleet Hub. Check there for download instructions, or Zendesk for fuel consumption report download instructions (links below). If neither of these work, get in touch with our Customer Support System team
How can I get a list of the cards for all my accounts?
How can I get a list of the cards for all my accounts?
There are instructions for this in Zendesk (link below). If you’re still unsure, get in touch with our Customer Support System team
How do I get a copy of an invoice?
How do I get a copy of an invoice?
Check the Shell Fleet Hub for instructions (link below). If you’re still unsure, get in touch with our Customer Support System team.
How can I access a copy of my Account Statement?
How can I access a copy of my Account Statement?
Check the Shell Fleet Hub for instructions (link below). If you’re still unsure, get in touch with our Customer Support System team.
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