Most common frequently asked
The automatic reimbursement can be configured in your Shell Recharge account. Once configured, we will make sure that each month, an invoice will be sent to the bank account attached to the charge card (in case of a lease card this will be the lease company’s bank account). A credit note of the same amount is at the same time sent to the refund account. This way, each month you will be compensated for the costs of the electricity at home.
You can view and download your invoices and reimbursement overviews online in your Shell Recharge account, starting from December 2019. To see them, log in to account.shellrecharge.com and navigate in the top menu to Billing > Invoices, shown by the piggy bank icon.
For your convenience, you will keep receiving your invoices and reimbursement overviews by email as well. Documents older than December 2019 should be available in your email inbox. If you cannot find them, you can send a request to Customer Care.
The costs of public charging vary. We collaborate with many different charge point operators to grow and maintain our charging network. To be able to offer you a seamless charging experience throughout the entire network, we provide roaming services for which we charge a transaction fee of €0,35 with a maximum of 20 transactions per month. The actual charging costs may differ from local tariffs and tariffs can vary between charge points. To know exactly what your charging session will cost, you can easily check the actual tariff of the specific charge point in our Shell Recharge app.
*Tariff holds for both national and international charging, incl VAT.
No electricity connected to charge point
The card is not a charge card, but e.g. a credit card.
The card is defective
RFID reader at the charge point no longer works
Move the position of the circuit-breaker (Note: If you have a three-position circuit-breaker, then you must first push it downwards before it can be pushed upwards).
Check that your lease card is not just set for petrol.
Check whether your card is worn or torn. If so, request a replacement free of charge on our website.
Contact Shell Recharge if none of the above solve the problem.
To get started check that you have the following: