We understand that having lost your charge card is an unfortunate situation. But no worries, we'll make sure you will be able to charge again soon. First, please block your card on your Shell Recharge app with the following steps:

1. Go to Account
2. Click on Card and choose one
3. Click on Issues with card
4. And click on Block card

This way, no one else will be able to use your lost charge card.

Please block your card on your Shell Recharge app before ordering a new card. You can find the steps for this above.

Order a new card with the following steps:

1. Go the Shell Recharge app (Google Play Store, AppStore).
2. Go to Account
3. Click on charge cards
4. Click on the "order a new card" button

This charge card will have to be activated again before it can be used.

You will now get a Shell Recharge card. You can order a new Shell Recharge card with the following steps:

1. Go the Shell Recharge app (Google Play Store, AppStore).
2. Go to Account
3. Click on charge cards
4. Click on the "order a new card" button

This charge card will have to be activated again before it can be used.

If you are using a card from your employer or lease company, such as MultiTankcard, XXImo, Travelcard, euroShell, Total, BP or Arval, we recommend contacting your employer about the steps to follow in case of a lost card.

You can download the Shell Recharge app through the Google Play Store, or AppStore depending on your device.

Then order a new card with the following steps:

1. Go the Shell Recharge app
2. Go to Account
3. Click on charge cards
4. Click on the "order a new card" button

This charge card will have to be activated before it can be used.

To activate the Shell Recharge card download the Shell Recharge app and follow the activation instructions for your charge card.

There are a few possible reasons:

1. Your card may not be activated Open the app, navigate to the main menu and click on "charge cards". Here you can check the status of your card. If there is a tick next to the card number and it says public charging then your card is good to go. Otherwise, please try activating your card again.

2. 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. 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”.

3. If you have tried all of the above and it still isn’t working please contact the charge point operator.

Your charge card has a token inside which lets the charge point know where to send the payment for your charging session. Without the charging token in the card, it would not be possible to identify who was charging. We also know that mobile phone reception can sometimes be patchy in certain areas of Europe. This is why we have also provided a physical card to give you 100% coverage of the network.

Block your charge card by clicking on ‘Charge cards’ in the main menu. Then select the card you wish to block and swipe left. If you think your charge card is broken, please double-check that it has been activated for public charging and that your bank account details are connected.

Yes. Using our charge card you will be able to use fast chargers, depending on your car type. To search for fast chargers, use the app and filter any charger >43 kW. Please be aware that prices for fast charging may vary from regular public charging. Information regarding prices can be found in the app.

The Shell Recharge App and charge card gives you access to over 275,000 charge points throughout Europe. This is made possible due to different charge point operators supporting ‘interoperability’, which works very similarly to using your mobile phone whilst abroad. However, not all charge point providers are part of this ‘interoperability network’ which is why you don’t have access to them all. If charge point operators enable interoperability in the future, they will automatically be shown in the app.