Welcome to Shell UK Customer Services
50five
I have a charge point installed in my home or workplace, what does this mean for me?
I have a charge point installed in my home or workplace, what does this mean for me?
For the time being, nothing. Once the transaction is completed, 50five and SRS will begin the technical process of migrating the charge points to 50five's operations. Following the migration, 50five will operate and support the charge points.
Until then, SRS will continue to manage the charge points, and you can reach us through your usual channels for any operational issues or questions regarding the services. Together with 50five, we are committed to ensuring business continuity and minimizing disruption for our existing Home & Workplace customers. We will keep you proactively and properly informed as we progress with the transaction.
Will my billing change? Do I need to update my payment details?
Will my billing change? Do I need to update my payment details?
Until the migration is complete, there are no changes to existing billing and invoices process for your Home and Workplace Charging solutions. Once the charge points are migrated, your billing for any new and recurring services will switch to 50five.
As we approach the transition, we will get in touch with you to explain how the chargers will be migrated. Until then, there is no change to your charging experience and no action needed from you. The billing process for the Shell Recharge Card and/or Shell Recharge App will not change.
Will I still be able use my Shell App or card with my home charger?
Will I still be able use my Shell App or card with my home charger?
Until the migration is complete, there are no changes to the existing products and services you enjoy today.
Once the charge points are migrated, you will switch to using tools and applications to manage your charge point as provided by 50five. You can continue to use your Shell Card with the home charger after the migration.
As we approach the transition, we will get in touch with you to explain how the chargers will be migrated. We will work together with 50five to provide clear guidance regarding the changes in your experience and how to navigate any new tools, applications and functionality available.
When should I expect to hear from 50five?
When should I expect to hear from 50five?
For now, we will continue to be your point of contact for any questions or issues regarding your home and workplace chargers.
As we approach the transition, we will get in touch with you to explain how the chargers will be migrated. During this time, we will work together with 50five and yourself to ensure business continuity and minimise disruptions to the services we provide.
What happens if I have an issue with my chargers? Who should I contact?
What happens if I have an issue with my chargers? Who should I contact?
For now, we will continue to be your point of contact for any questions or issues regarding your home and workplace chargers. Please continue to use existing support channels through SRS for this purpose.
As we approach the transition, we will get in touch with you to explain how the chargers will be migrated. We will work together with 50five to provide clear guidance on the support journey following the migration.
I have ordered charge points that have yet to be installed. What will happen with these orders?
I have ordered charge points that have yet to be installed. What will happen with these orders?
We will honour any existing orders for new and replacement charge points in line with agreed terms.
Depending on the delivery date of the order and the timelines for the migration, existing orders might be installed and operated directly by 50five. We will keep you proactively and properly informed of any developments related to the fulfilment of orders.
My chargers are still in warranty. Will this impact my warranty?
My chargers are still in warranty. Will this impact my warranty?
No, your warranty will not change. As part of the transfer, 50five will take over existing warranty obligations for the installed base of chargers.
I have a Shell Recharge Solutions card that I use for my home chargers and for public charging. What will happen with this?
I have a Shell Recharge Solutions card that I use for my home chargers and for public charging. What will happen with this?
There will be no change to the way you can use the Shell Recharge Card or App, including the billing process for public charging.
You can continue to use your Shell Card with the home charger after the migration to 50five. You will receive further information about the migration of your home charge point. Also, you can continue using the Shell Recharge Card and/or App, across the 700,000 charge points in our own and partner network across Europe, the UK and beyond.
Will there be changes to Shell's public charging or roaming network in Europe?
Will there be changes to Shell's public charging or roaming network in Europe?
There will be no changes to our public charging services. Shell Recharge gives access to 700,000 charge points across Europe. This includes our Mobility sites, retail destinations and our integrated network of roaming partners. Unlock any charge point in the network with one single account and pay one monthly bill. For more information, see our website www.shellrecharge.com
My chargepoint is about to be migrated but it's offline
My chargepoint is about to be migrated but it's offline
It is highly likely that your chargepoint has already been migrated. Please check your inbox and spam folder for a welcome mail from 50five (noreply@lastmilesolutions.com). If you have not received it please go to the 50five App and request a password reset with the same email address that you use to access your chargepoint at Shell Recharge.
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