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Frequently asked questions
It’s been a busy year for e-mobility. Not only have we reached 500,000 Shell Recharge app users, but we also facilitated 5,539,189 public charging sessions. All this, was powered by Shell Recharge, but driven by you.
Check out more impressive stats at the 2022 Recharge Review
We believe paying to charge should be easy. That's why we offer a number of convenient ways to pay when using a Shell Recharge charge point.
Customers can start a charge with their Shell charge card or using a contactless payment. At selected operators, customers can also stop and start charging with just the Shell Recharge app.
Download the app to order a card. Then to activate the Shell Recharge card, please follow the activation instructions on the Shell Recharge app. Once your charge card has been activated, you can start using it with any of the charge points available in our network. You can also find these charge points in the app.
Customers that use the Shell Recharge app and charge card are able to charge at Shell Recharge as well as more than 395 other major providers in Europe using just one account.
In addition, Shell Recharge app and charge card customers benefit from the following:
Ability to charge at Shell Recharge as well as over 275,000 other charge points
See real-time availability of all charge points
Get notified if a charge point becomes available or is occupied so you can easily plan your journey
View all your past charge sessions in one place
Receive one easy monthly bill
Make use of Shell facilities. Recharge yourself whilst you recharge your car.
To see an estimate of your total session cost and charge time for your vehicle, you can find this in the Shell Recharge app. You can also use the Shell recharge app and card to keep track of all your charges at Shell and other major providers on the network.
The Shell Recharge app and charge card give you access to a network of over 395 charge point operators across Europe . Click here for a full list.
You can block your card and order a new one through the Shell Recharge app.
Open the app and select the ‘Account’ button on the bottom navigation
Select ‘manage charge card’
Select the card you lost
Select ‘problems with my card’
Select ‘block this card’.
You have now blocked your lost card. You can order a new one through the ‘Account’ tab.
Do not worry about this, you’ll only pay for the final amount of your charge session.
When using a credit card, it is very common for the bank to hold an advance payment, as a routine way to check your payment method has sufficient funds. It is used all over the world and is what we call an “authorization hold”. This is why you may see an additional pending amount on your statement. However, after you have completed your transaction, the bank will re-calibrate and remove all but the correct charge. The adjustment could take as little as a few minutes or up to a few days to show on your bank statement, this will vary between banks.
Depending on the situation, please seek help through the following channels:
- Issue with the Shell Recharge charge/app: contact Shell Recharge by calling their service desk (available 24/7) on +44 203 868 1036 or send an email to email@example.com.
- Issue with a 3rd party charge point operator: contact the operator as mentioned on the charge point
We have a network of over 300,000 charge points in 33 countries. Finding a suitable charge point is easy using the Shell Recharge app. Add your vehicle make and model to your account in the app to see charge points suitable for your vehicle. If you wish to view other charge points you can adjust your settings by clicking on the ‘filter’ button next to the search bar on the map screen.
Send us an email: firstname.lastname@example.org
Call us: +442038681036