EV Driver Frequently Asked Questions

1. Log in to your driver account.
2. In the profile section, click “Order an RFID”.
3. Fill in the payment and mailing information and click “submit.”
4. While in your profile, you may also enable automatic top ups of your account balance so that you are always ready to charge!

There are several ways to sign up for a Shell Recharge driver account:

• Sign up at sky.shellrecharge.com.
• Download the free Shell Recharge app for iPhone or Android.
• Call our customer care team at 855-900-7584.

Site hosts on the Shell Recharge Solutions network determine the fee for use. We do not charge a membership fee.

We operate charging stations across the following countries: U.S., Canada, and India.

Shell Recharge provides solutions for a variety of site hosts offering workplace, utility, and public charging worldwide.

Not all hardware manufactures send data during a session. In this case, once the session is complete its data will populate in the Profile session of the app.

1.  Make sure your vehicle is ready to begin charging.
2.  The app will open to the Charge screen (if it does not, please log in to the app).
3.  Enter the Shell Recharge Station ID or scan the QR code, and hit “Go”.
4.  Select the Connector number (if applicable) and note pricing (if applicable).
5.  Hit “Start Charge.”
6.  When finished charging, hit “Stop Charge” and disconnect your vehicle.

The Shell Recharge app is available for iPhone (iOS 5 or later) and Android (2.2 and up) smartphones. Please submit app feedback to support@shellrecharge.com.

Visit iTunes or Google Play and follow the steps displayed on your phone. Currently, the app is only available for iPhone and Android smartphones.

Shell Recharge provides solutions for a variety of site hosts offering workplace, utility, and public charging worldwide.

Electric vehicles with a CCS Combo DC Fast Charge port (note that depending on the year of your vehicle, the fast charge port may not have come standard):

• BMW i3
• Chevrolet Spark
• Chevrolet Bolt
• VW Golf

For more information, visit http://www.plugincars.com/electric-car-quick-charging-guide.html

Electric vehicles with a CHAdeMO DC Fast Charge port (note that depending on the year of your vehicle, the fast charge port may not have come standard):

• Kia Soul EV
• Mitsubishi i-MiEV
• Nissan LEAF
• Tesla Model S (with adaptor)

Virtually all-electric vehicles can charge via this J1772 plug. It charges at a slower rate than the fast-charging connectors described above, but still provides a sufficient charge for low mileage driving.

If you would like to be notified when your vehicle is finished charging or when your account balance is low, follow these steps:

1. Log in to your driver account.
2. In the profile section, click “edit” to select or unselect notifications. You can enable notifications by text (SMS) and/or email.
3. Click “Update” to save the changes.

You do not need to pre-load money to the account if you only use the RFID at “free” stations. If you are at a station that has a fee for use, you have a few options to start the session:

1. Pre-load funds to your Shell Recharge account via your driver portal.
2. Use the Shell Recharge app to “pay as you go” using the credit card you have on file.
3. Call the 24/7 customer care team at +1 855-900-7584 to have a remote start sent using a credit card of your choice.

If you would like your Shell Recharge account to automatically top-up when it drops below $5, follow these steps:

1. Log in to your driver account.
2. In the profile section, click “ENABLE AUTO TOPUP”.

Auto top-up can also be enabled or disabled in the Payments section of the mobile app.

1. Log in to your Shell Recharge Solutions mobile app or driver portal
2. In the dropdown menu, go to “Payment”
3. Add a credit card
4. Choose the reload amount
5. Select the payment method
6. Determine if you would like to set up an auto-reload
7. Purchase credits

Once you have arrived at a Shell Recharge Solutions station and your vehicle is ready to charge, swipe the RFID card in front of the station’s RFID reader. The session will start momentarily. Please note that some stations will have a screen that asks the driver to push “start.” For paid stations, be sure to have funds loaded to your account.

1. Log in to your driver account.
2. In the profile section, click “Order an RFID”.
3. Fill in the payment and mailing information and click “submit”.
4. While in your profile, you may also enable automatic top ups of your account balance so that you are always ready to charge!

This message indicates your Shell Recharge account balance is lower than the session cost at a charge station. Please add funds to your account, using the “pay as you charge” option in the Shell Recharge app, or call our customer care team at 855-900-7584.

1. Log in to your Shell Recharge mobile app or driver portal
2. In the dropdown menu, go to “Payment”
3. Add a credit card
4. Choose the reload amount
5. Select the payment method
6. Determine if you would like to set up an auto-reload
7. Purchase credits

This is most likely a temporary hold on your account pending the completion of a session paid with your credit card. Please contact us if you do not see the correct transaction amount within 24 hours of station use. In your message to support@shellrecharge.com, include the day and time of the session along with the station number.

If you would like to be notified when your vehicle is finished charging or when your account balance is low, follow these steps:

1. Log in to your driver account.
2. In the profile section, click “edit” to select or unselect notifications. You can enable notifications by text (SMS) and/or email.
3. Click “update” to save the changes.

EV roaming is a type of inter-network communication that provides a seamless EV charging experience to drivers. It allows you to easily access thousands of charging stations from multiple EV charging networks via a single mobile app (for example, a Shell Recharge app).

To better understand roaming in electric vehicle charging, you can think of wireless mobile phone network roaming as an example. Upon landing in another country, your phone automatically connects to a local mobile network without having to buy a new network contract to send messages, make calls, and use the internet. The working mechanism of EV charging roaming is similar to this type of network roaming.

With roaming, EV drivers can use charging stations from various network providers even if they are customers of only one EV charging network. This means that even by using just one charging account and one app, you can access thousands of charging stations, having the freedom and flexibility to charge where you want.

EV roaming is enabled and accessible to drivers using Shell Recharge, EVConnect, Chargepoint, and FLO. Ford EV drivers also have access to charging stations from multiple EV charging networks via the FordPass app.

You can charge at another network’s station using the same process you use to charge at a Shell Recharge station: find a station on the map in the app and click “Start charging”. Use the app, not an RFID card, to charge at another network station.

Shell Recharge currently enables drivers to use our mobile app to start a charge on our partner networks. Support for roaming using RFID cards is not yet available but may be available in the future depending on compatibility of encoding standards used in our partners’ RFID cards and readers.

Yes, each station has its unique ID, which will be displayed on the station, the Shell Recharge mobile app and the applications of roaming partners, so that you can easily find the desired station and start charging.

Yes, you can use your Shell Recharge app balance to charge at another network’s station with the same fee that you would have paid if you charged at the Shell Recharge station.

For the first two years of roaming agreements, charging network providers have agreed not to charge additional fees. This may change in the future.

Pricing will vary by site depending on how the network or site host has set up pricing for their stations. There is no incremental fee associated with roaming for the first two years of roaming agreements.