Charge point FAQs
For information about which type of charge point, or to directly order a charge point, either submit the "Get started" form on the top right of the website or call us on +44 (0) 2038681036.
To activate the Shell Recharge card download the Shell Recharge app and follow the activation instructions for your charge card.
Our subscription service, linked with your charge point, enables you to use our back office, making your own charge point ‘smart’. The subscription enables insight into the charge sessions on your charge point, allows price configuration for guest use and enables you to be automatically reimbursed for your charge sessions by your employer. More information about the benefits of the subscription can be found here.
The charge point’s RFID reader may not have read your charge card properly. Although the reader is very precise, it can miss-read if the card is tapped too quickly. If your card is not recognised, try moving the charge card across the reader slowly and changing the distance between the card and the reader.
The charge card communicates with a charge point through an RFID-chip. This works in the same way as contactless payments via bank cards. To avoid the wrong card being read, we recommend taking your charge card out of your wallet when you want to start or end a charge session to avoid “card clash”. For a handy alternative to a charge card, feel free to order a key fob instead.
Green – Available
Blue – Occupied
Red – Out of Service
Grey – Unknown
None – the charge point is not being used and is available for charging.
Green – a cable is attached to the charge point, the charge point is ‘occupied’.
Blue – the charge point is providing power to the electric vehicle.
Red – an error has occurred: for instance the charge point doesn’t recognise your card. Please see the troubleshooting FAQ for the Advanced charge points and troubleshooting FAQ for the Connect charge points when the problem persists.
Yellow - the charge point is waiting for the driver to take action, either to connect your car with the charge point, plug the cable or to swipe your charge card
Is there an issue with your charge point? Please see our troubleshooting for your home charge point: Please see the troubleshooting FAQ for the Advanced charge points and troubleshooting FAQ for Connect charge points when the problem persists.
By connecting a charge card to your charge point, all sessions on this charge point will be registered and tracked. This can be useful for overview and analysis purposes. Also, this makes it possible to get reimbursed for your home charging electricity costs by your employer/lease company.
When charging your car with a fast charger it is possible to charge up to 80% in 15-30 minutes. The charger needs to slow the charging session down towards the end of the session to avoid harming the battery. Therefore, when the battery has reached 80% the charger slowly stops the charge session.
If the charge point is your property, you can take it along to your new home. We recommend using a local electrician who is familiar with the product. You can change the address in the user account on account.shellrecharge.com. Alternatively, you can contact our Customer Service Team.
If you are unsure about who owns the charge point, please contact our Customer Service Team.
You need the serial number to be able to register your charge point. Depending on the charge point model, the serial number can be found either on the right side or on the bottom of the charge point.
With our Advanced charge point, the standard setting is that you start and stop charge sessions by swiping your charge card along the RFID reader. If you prefer, you can set your charge point to “plug & charge” instead, whereby the charge session is started and stopped simply by plugging or unplugging your charging cable. With this setting, there’s no need to use your charge card. You can simply change your settings via account.shellrecharge.com