Why won’t the charge point recognise my charge card?

There are a few possible reasons:

Your card may not be activated. If not, please do so via your account.shellrecharge.com or the Shell Recharge app. Open the app or desktop version, 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 see FAQ on how to activate a card.
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”. 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 a “card clash”. For a handy alternative to a charge card, feel free to order a key fob instead.

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

Still have questions?

We provide 24/7 emergency phone support for technical queries. Plus you can reach our customer service departments by phone on weekdays from 09:00 - 17:30.

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