Welcome to Shell UK Customer Services
Electric Charging in the Shell App
Does the Shell App provide cross-border roaming ?
Does the Shell App provide cross-border roaming ?
Not currently, however this is a feature planned for a future app release. We’re continuously adding new features and expanding coverage, so stay tuned for future updates.
How do I use the Shell App to recharge my EV car ?
How do I use the Shell App to recharge my EV car ?
To start charging your EV using the Shell App:
1. Activate your Shell Recharge charge card
2. Open the Shell App and go to ‘Station Locater’
3. Select your charging site and charger
4. Confirm the details and tap ‘Start Charge’
Safety First - Before charging, make sure your EV is:
• Parked properly
• All doors are closed
• The vehicle is powered off
What EV features are available in the Shell App ?
What EV features are available in the Shell App ?
We’ve integrated a range of EV features into the Shell App to make your electric driving experience smoother and more rewarding:
• Find nearby charging stations using the Station Locater.
• Order and activate a Shell Recharge (RFID) charge card.
• Charge and pay in-app with our new instant and secure payment feature.
• View all your transactions in one place - including EV charging, fuel and convenience retail purchases.
You’ll also earn points on every charge, which you can redeem for rewards like money off snacks and hot drinks, or partner e-gift cards.
And this is just the beginning - more EV features are on the way! To get the most out of the Shell App, make sure you have opted in to marketing communications !
How can I change my vehicle preference?
How can I change my vehicle preference?
To update your vehicle preferences in the Shell App:
1. Open the Shell App
2. Tap on the ‘More’ menu
3. Select ‘Account’
4. Tap ‘Vehicle Preferences’ to update your vehicle
You can also manage your preferences by logging into your Shell GO+ Rewards account on the web and updating your profile there.
After registering and logging in, I was asked to select my vehicle type: Fuel, Electric, Hybrid or Plug-in Hybrid. Why is this information required?
After registering and logging in, I was asked to select my vehicle type: Fuel, Electric, Hybrid or Plug-in Hybrid. Why is this information required?
We ask for your vehicle type to help personalise your app experience and tailor offers to suit your driving needs.
• Electric (EV): You’ll receive offers, rewards, and helpful content focused on EV charging and benefits.
• Electric (EV) and Fuel: You’ll get a mix of both fuel and EV-related offers and communications.
• Fuel/Hybrid or Plug-in Hybrid: You’ll receive offers, rewards, and helpful content focused on fuel and benefits.
To make sure you don’t miss out, please ensure marketing communications are enabled in your app settings.
My card is on its way, can I still charge in the mean time?
My card is on its way, can I still charge in the mean time?
Your digital charge cards enables you to start and stop a charging session even when you don’t have your physical card with you. When ordering your physical card, it can take up to 5 days to arrive; in the meantime, you can charge straight away using the digital charge card provided in the Shell App.
I'm trying to charge using the Shell App, but have no internet connection. What now?
I'm trying to charge using the Shell App, but have no internet connection. What now?
Free WiFi is available at all Shell Recharge forecourt locations. Simply connect to the WiFi network on your mobile device to restore your internet connection. If you are trying to charge at any other location that is not operated by Shell Recharge, please contact the relevant charge point operator for help.
Alternatively, you can tap your physical Shell Recharge charge card on the charge point to start the charging session. Your charge card is linked to your Shell App account, so you will still receive the 10p per kWh discount and earn loyalty points*. Shell Recharge also offers a Subscription – £9.99/month**. Access 30% off standard Shell App pricing (up to 1,000 kWh/month) whilst earning 1 loyalty point per kWh charged.
*Available at participating service stations only: Grimshaw Park Service Station, Exelby Services Coneygarth, Aldi AC charge points and Shell Recharge in Partnership with Osprey are excluded from this offer.
**Available at Shell Recharge forecourts and destination partners: Waitrose, Aldi, Roadchef. Cancel anytime via the Shell App
How do I charge my EV away from home?
How do I charge my EV away from home?
How and where can I charge abroad?
How and where can I charge abroad?
How do I know which charge points are available when I'm abroad?
How do I know which charge points are available when I'm abroad?
Please refer to the Shell App to plan your journey beforehand. There are also colours that indicate the following statuses:
- Green – Available
- Blue – Occupied
- Orange - Occupied on the map
- Red – Out of Service
- Grey – Unknown
How is VAT calculated?
How is VAT calculated?
In the UK, the VAT rate applicable on public charging is currently 20%. The price per kWh you see advertised in the Shell Recharge app or via the payment terminal on the charger is inclusive of VAT.
Are the costs shown in the transaction history inclusive of VAT?
Are the costs shown in the transaction history inclusive of VAT?
Yes, the costs shown in the transaction history are inclusive of VAT.
Will I still be able to view my previous transactions and charging history?
Will I still be able to view my previous transactions and charging history?
Yes, you can easily view your last 12 months of charging history in the app. Simply navigate to the "More" menu > Transactions > EV Charge History
How much historical transaction data can I find under the Shell Recharge Transactions section?
How much historical transaction data can I find under the Shell Recharge Transactions section?
Your last 12 months of history will be displayed by default.
What information can be found under the Shell Recharge Transactions section?
What information can be found under the Shell Recharge Transactions section?
You will find the following details in your transaction history:
Charge point address (City, Country, Post Code), Session start and end time, total charge time, total energy delivered, total CO2 saved, total session cost, charge point operator.
How can I delete my payment method from the Shell App?
How can I delete my payment method from the Shell App?
Open the Shell App and navigate to 'More', select the payment method you want to delete, and click on 'Remove'.
Can I use the same debit/credit card to pay for fuel and EV charging?
Can I use the same debit/credit card to pay for fuel and EV charging?
You can use the same debit/credit cards for both Pay at pump and EV charging. However, you will need to seperately add the payment methods by navigating to the "More" menu > Payment Methods. Please note in case you add a new payment method for EV charging, make sure you link this payment account to your active charge card. Navigate to Shell Recharge Cards > select card > payment method > select new payment method.
How can I change my payment method?
How can I change my payment method?
Simply navigate to the "More" menu > Shell Recharge Cards > Select card > Payment method > Add payment method
Where can I view my invoices?
Where can I view my invoices?
Navigate to the "More" menu > Transactions > Shell Recharge Invoices
I've lost my Shell Recharge card, how do I block it?
I've lost my Shell Recharge card, how do I block it?
If you have lost your card, make sure you block it in the Shell app. Simply navigate to the 'More' menu > Shell Recharge Cards > select the card in question > select "issues with my card" and then "block card". You can now order a new card in the "Shell Recharge Cards" section of the Shell app, accessed via the "More" menu.
How do I order and activate my charge card?
How do I order and activate my charge card?
Simply navigate to the "More" menu > Shell Recharge Cards > Order or Activate a Card > Order a new card > Select card type > Add payment details > Add billing address > Select delivery address > Place order.
Your card will be delivered to you within 5 working days. Once received, navigate to the "More" menu > Shell Recharge Cards > Order or Activate a card > Activate card > Enter card number > Add payment method > Activate card
How do I activate my charge card?
How do I activate my charge card?
Simply navigate to the "More" menu > Shell Recharge Cards > Activate Card on the Shell App
I am unable to activate my charge card.
I am unable to activate my charge card.
First check that your Shell Recharge card has not already been activated, by navigating to the "More" menu within the Shell app and selecting "Shell Recharge cards". If you continue to face issues with activating the card, please contact our customer service team on 0800 731 8888. Choose option 1: Electric Vehicle Shell; additionally could add press option 2 for queries regarding your shell Recharge account or billing.
How do I cancel the Shell Recharge card I have ordered?
How do I cancel the Shell Recharge card I have ordered?
Please get in touch with our customer service team on 0800 731 8888. Choose option 1: Electric Vehicle Shell; additionally could add press option 2 for queries regarding your shell Recharge account or billing
Does the Shell App show real time availability?
Does the Shell App show real time availability?
Yes the Shell Recharge app shows real time availability of Shell Recharge posts.
Where do I download the Shell App?
Where do I download the Shell App?
You can download the Shell Recharge app from the Google Play Store (Android) or the Apple App Store (iOS).
Contact support
Service stations
Service stations
Chat with us anytime! Our Shell Virtual Assistant is available 24/7 to assist you. Simply click on the chat button at the lower right hand corner of the page to start a conversation.
If needed, our Shell Virtual Assistant can connect you to a live agent during business hours, Monday to Friday: 8:00 AM – 4:45 PM excluding public holidays.
Webform: Shell Service Station Enquiries
Shell GO+ Rewards
Shell GO+ Rewards
Chat with us anytime! Our Shell Virtual Assistant is available 24/7 to assist you. Simply click on the chat button at the lower right hand corner of the page to start a conversation.
If needed, our Shell Virtual Assistant can connect you to a live agent during business hours, Monday to Friday: 8:00 AM – 4:45 PM excluding public holidays.
Webform: UK Shell Go+ Rewards Enquiries
Email: GoPlusCSCUK@shell.com
Shell Recharge
Shell Recharge
Chat with us anytime! Our Shell Virtual Assistant is available 24/7 to assist you. Simply click on the chat button at the lower right-hand corner of the page to start a conversation.
If needed, our Shell Virtual Assistant can connect you to a live agent during business hours, Monday to Friday: 8:00 AM – 4:45 PM excluding public holidays.
Webform:
- Questions related to Home and Business charging: Home and Business
- Questions related about Account Deactivation: Account Deactivation
- Questions related to UK Shell Recharge Enquiries: UK Shell Recharge