Welcome to Shell UK Customer Services
Charge Cards and Costs
Do Shell Recharge charge blocking fees?
Do Shell Recharge charge blocking fees?
Blocking fees are not charged on Shell Recharge branded charge points. However, some locations may enforce a maximum stay limit (e.g. one hour), and exceeding this may result in a parking fine.
Additionally, blocking fees may apply when using charge points operated by Shell Recharge’s third party roaming partners, such as Source London. These fees are intended to encourage fair use and ensure availability for all EV drivers. You can check specific fee details in the Shell App.
How much does it cost to charge at Shell Recharge?
How much does it cost to charge at Shell Recharge?
For our latest prices, please check the Shell App or visit Public charging with Shell Recharge | Shell UK
What is a pre-authorisation fee?
What is a pre-authorisation fee?
A pre-authorisation is a temporary hold placed on your credit or debit card to confirm it’s valid and has enough funds to start your EV charging session. If you have mobile banking, you may see this amount pop up. When you finish charging, we tell your bank the real amount you spent, they deduct it, and arrange to unreserve the pre-authorised amount. This process can take a few minutes to a few days depending on who you bank with.
Note: For EV charging via the Shell App, the pre-authorisation amount is £55.
Am I limited to how much I can charge since the Shell App pre-authorizes my EV charging session?
Am I limited to how much I can charge since the Shell App pre-authorizes my EV charging session?
No, there’s no limit on how much you can charge. The pre-authorisation simply enables the session to start. If your final charging cost exceeds the pre-authorised amount, the difference will be automatically adjusted and charged to your payment method.
Are there any additional costs involved in paying with a credit card?
Are there any additional costs involved in paying with a credit card?
No — there are no additional costs when you pay for EV charging using a credit or debit card through the Shell App or with your Shell Recharge card.
Can I use the same debit or credit card to pay for both fuel and EV charging?
Can I use the same debit or credit card to pay for both fuel and EV charging?
Yes — you can use the same debit or credit card for both fuel and EV charging. However, you’ll need to add the payment method separately for each service.
To do this:
1. Open the Shell App
2. Go to the ‘More’ menu
3. Tap ‘Payment Methods’
4. Add your card details for fuel and EV charging as needed
If you add a new payment method for EV charging, make sure to link it to your active Shell Recharge card:
1. Go to ‘More’ > ‘Shell Recharge Cards’
2. Select your card
3. Tap ‘Payment Method’
4. Choose your new payment method
How can I change my payment method?
How can I change my payment method?
1. Open the Shell App
2. Go to the ‘More’ menu
3. Tap ‘Shell Recharge Cards’
4. Select the card you want to update
5. Tap ‘Payment Method’
6. Choose ‘Add Payment Method’ and follow the prompts
Your new payment method will be saved and used for future charging sessions.
How do I set up my credit or debit card to pay for my charging costs?
How do I set up my credit or debit card to pay for my charging costs?
There are two easy ways to activate and pay for your charging:
1. Via the Shell App – You can set up your preferred payment method during the initial registration or later through your profile settings. Once set up, you can use the app to activate and pay for your charging sessions.
2. Using a Shell Recharge Card – If you prefer a backup option that doesn’t rely on your phone or a wireless connection, you can order a Shell Recharge Card. This card can also be linked to your payment method for seamless use.
When you order your Shell Recharge card through the Shell App, you’ll be prompted to add your payment method during the ordering process. This means that once your card arrives and is activated, you’re all set — no need to enter payment details again. You can start charging your EV right away.
When you add a payment method, you’ll be asked to enter:
• Your billing address
• Your card’s CVV (security code)
• Complete a 3D Secure (3DS) verification – this will prompt a £0 transaction. This is a standard verification step to ensure your card is valid. It’s expected and does not result in any charge.
I've lost my Shell Recharge charge card, how do I block it?
I've lost my Shell Recharge charge card, how do I block it?
If you’ve lost your card, you can block it directly in the Shell App:
1. Open the Shell App
2. Go to the ‘More’ menu
3. Tap ‘Shell Recharge Cards’
4. Select the card you want to block
5. Tap ‘Report an issue’
6. Choose ‘Block card’
Once blocked, you can order a replacement card in the same section of the Shell App.
How do I unblock my Shell Recharge charge card?
How do I unblock my Shell Recharge charge card?
You can’t unblock your card through the Shell App. To resolve this, please contact our Customer Service team using our live chat or Webform.
Customer Service Center:
Chat: Simply click on the chat button at the lower right hand corner of the page to start a conversation with our Shell Virtual Assistant.
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: Contact us via UK Shell Recharge
I am unable to activate my Shell Recharge charge card.
I am unable to activate my Shell Recharge charge card.
First, check if your card has already been activated:
1. Open the Shell App
2. Go to the “More” menu.
3. Tap "Shell Recharge Cards” to view your card status.
If your card hasn’t been activated and you’re still experiencing issues, please contact our Customer Service team using our live chat functionality available at Contact us | About Shell UK
How do I activate my Shell Recharge charge card?
How do I activate my Shell Recharge charge card?
Once your card arrives (usually within 5 working days), follow these steps in the Shell App to activate it: Open the Shell App.
1. Go to the “More” menu.
2. Tap “Shell Recharge Cards”.
3. Select “Order or Activate a Card”.
4. Tap “Activate Card”.
5. Enter your card number.
6. Add your payment method.
7. Tap “Activate Card” to complete the process.
You may be asked to complete 3DS verification when activating your charge card, which will prompt a £0 transaction. This final step ensures your card is still valid and secure before linking it to your Shell account.
When will I receive my Shell Recharge Card ?
When will I receive my Shell Recharge Card ?
Once you’ve registered your account and placed your order, we’ll post your Shell Recharge charge card to the address you provided. Most new members receive their card within 5 working days.
How do I cancel the Shell Recharge charge card I have ordered?
How do I cancel the Shell Recharge charge card I have ordered?
To cancel your Shell Recharge card order, please contact our Customer Service using our live chat functionality available at Contact us | About Shell UK
Can I order multiple Shell Recharge cards from the Shell App?
Can I order multiple Shell Recharge cards from the Shell App?
No, the Shell App currently allows you to order only one Shell Recharge RFID card per account. This helps ensure that each card is uniquely linked to your account for secure and accurate charging and billing.
How do I order my Shell Recharge charge card?
How do I order my Shell Recharge charge card?
- Ordering your Shell Recharge charge card is simple and can be done in the Shell App. Just follow these steps:
1. Open the Shell App.
2. Go to the “More” menu.
3. Tap “Shell Recharge Cards”.
4. Select “Order or Activate a Card”.
5. Choose “Order a New Card”.
6. Select your card type.
7. Enter your payment details.
8. Add your billing address.
9. Choose your delivery address.
10. Tap “Place Order”.
You may be asked to complete 3DS verification when ordering your charge card, which will prompt a £0 transaction. This is part of the charge card ordering process and helps verify your card again. While the charge card is free, this step can appear as if you're being charged - rest assured, you are not.
Your card will be delivered within 5 working days. You can check the latest delivery status anytime in the ‘Shell Recharge Cards’ section of the Shell App.
In the meantime, you can begin charging straight away with the digital card that will be generated for you in the Shell App.
What is the Shell Recharge charge card?
What is the Shell Recharge charge card?
The Shell Recharge Card is an alternative to using the Shell App for starting, stopping and paying for your EV charging sessions.
You can order and activate the card through the Shell App - either during registration or later via your profile page. Once activated, the card links to your Shell Go+ Rewards account, so you’ll earn points every time you charge at Shell Recharge forecourts or destination locations (e.g. Waitrose, Aldi, Roadchef).
What do I need to do to start charging at a Shell Recharge site?
What do I need to do to start charging at a Shell Recharge site?
If you’re new to EV charging and have registered your Shell GO+ Rewards account and follow these steps:
1. Order and activate your Shell Recharge charge card.
2. Once activated, your card will be linked to your Shell GO+ Rewards account.
3. Start charging at any Shell Recharge forecourt or destination location (Waitrose, Aldi and Roadchef).
You don’t need to wait for the physical card to arrive to start charging; you can begin right away using the digital card that will be created for you in the Shell App.
Every time you charge using your Shell Recharge card, you’ll earn points automatically.
What is the difference between an idle fee and a blocking fee?
What is the difference between an idle fee and a blocking fee?
Do Shell Recharge charge blocking fees ?
Do Shell Recharge charge blocking fees ?
Blocking fees are not charged on Shell Recharge branded charge points. However, some locations may enforce a maximum stay limit (e.g., one hour), and exceeding this may result in a parking fine.
Additionally, blocking fees may apply when using charge points operated by Shell Recharge’s third party roaming partners, such as Source London. These fees are intended to encourage fair use and ensure availability for all EV drivers. You can check specific fee details in the Shell App.
What is a blocking fee?
What is a blocking fee?
Can I get a receipt for public charging when I pay with my contactless bank card, or Apple/Google pay?
Can I get a receipt for public charging when I pay with my contactless bank card, or Apple/Google pay?
Can I use Shell charge points if I don't own a charge card?
Can I use Shell charge points if I don't own a charge card?
Are the prices shown for public charging including or excluding VAT?
Are the prices shown for public charging including or excluding VAT?
How to stop a charging session without a charge card?
How to stop a charging session without a charge card?
You can only stop the charging session via the Shell App. To stop the charging session, you must open the screen where the charging session is visible. If necessary, you will see an icon for 'minimised charging session' at the bottom left of your screen.
To stop the charging session:
- Click on the charging session icon at the bottom left of the screen
- Then click on 'stop loading' (button at the bottom of the screen).
- Wait about 10 seconds for the session to stop.
- A message appears in the app that the session has 'stopped' and then the LED light on the charging point changes colour.
- An overview of the costs will appear on your screen.
- Your charging session has now stopped
What are digital cards?
What are digital cards?
Can I order a charge card in Europe using the Shell App?
Can I order a charge card in Europe using the Shell App?
No, currently it is only possible to order a Shell Recharge charge card to a UK address via the Shell App. If you'd like to order a charge card for delivery in another country, please do this via the Shell App.
In which countries is the Shell Recharge charge card available?
In which countries is the Shell Recharge charge card available?
We operate in 35 countries in Europe which means you should be covered for all your charging needs. To check if there is charging available where you are headed please refer to the Shell App.
Why are you using mobile phone payment? I thought you weren’t allowed to use mobiles on a forecourt.
Why are you using mobile phone payment? I thought you weren’t allowed to use mobiles on a forecourt.
It is safe to use a mobile phone while in the shop or from inside your car on a forecourt, but not outside the vehicle. Once payment for Shell Recharge has been completed, customers are asked to put their phones away.
Why won't the charge point recognise my charge card?
Why won't the charge point recognise my charge card?
There are a few possible reasons:
- Your card may not be activated. If not, please do so via your Shell Recharge | Home or the Shell App. Open the app or desktop version, navigate to the main menu and click on "Shell Recharge Cards". Here you can check the status of your card. If there is a tick next to the card number and it says public charging then your card is good to go. Otherwise, please see How do I order and activate my charge card? – Shell Support on how to activate a card.
- The charge point’s RFID reader may not recognise your charge card if it’s tapped too quickly. Try moving the card slowly across the reader and adjusting the distance slightly. To avoid “card clash,” remove your charge card from your wallet before starting or ending a session. The card uses an RFID chip, similar to contactless bank cards.
If you have tried all of the above and it still isn’t working please contact the charge point operator.
My card has been stolen, lost or is now broken. How can I block my card?
My card has been stolen, lost or is now broken. How can I block my card?
You can block your charge card by clicking on ‘Shell Recharge Cards’ in the main menu of the Shell App. Then, select the card you wish to block and swipe left. If you think your charge card is broken, please double check that it has been activated for public charging and that your bank account details are connected.
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