Welcome to Shell Solutions Center
Visit the Shell Help Center for expert support and answers to FAQs about Shell products, services, and the Shell App. Get reliable help, fast.
Shell App - In General
How can I update my phone number if I didn’t receive the 2FA code?
How can I update my phone number if I didn’t receive the 2FA code?
If your two-factor authentication (2FA) code was sent to an old or inactive phone number, you can update it by tapping “Having Issues?” or “Resend” on the 2FA screen. Then, select “Change Phone Number” to enter your new contact details.
If these options aren’t available, please reach out to our support team for assistance using the contact methods below.
Feel free to contact us through the following for assistance:
- Chat with us in Shell App by tapping More icon (• • •) > Help > Live Chat.
- You may also fill our Shell Feedback Form.
- We are open Mondays through Fridays, from 8:00 AM – 5:00 PM Central excluding public holidays.
- In need of station location - Click our Station Locator to find the nearest Shell Station and the Services it offers!
Why am I receiving an “Invalid Email or Password” error when logging in?
Why am I receiving an “Invalid Email or Password” error when logging in?
This error typically occurs when the login credentials entered do not match an existing Shell App account. Here are some common causes and troubleshooting steps:
Common Causes
- Incorrect email or password: Double-check for typos or case sensitivity.
- No account registered: You may not have created a Shell App account yet.
- Outdated app version: Using an older version of the app may cause login issues.
- Connectivity issues: Poor internet connection can prevent successful login.
Troubleshooting Tips
- Reset your password: Tap “Forgot Password” on the login screen and follow the instructions.
- Check your email inbox (and spam folder): If you don’t receive the reset email, your email may not be linked to an existing account.
- Not sure if you have an account? Select “Register with Email” to create one. If an account already exists with your email, you’ll be notified during the process
- Update the app: Make sure you're using the latest version of the Shell App.
- Restart your device: This can help clear temporary glitches.
- Ensure a stable internet connection: Switch to Wi-Fi or mobile data if needed.
If you believe you already have an account and continue to experience issues, please feel free to contact us through the support channels listed below for further assistance
- Chat with us - By clicking this link: Live Chat and tap Help to begin.
- You may also fill our Shell Feedback Form.
- We are open Mondays through Fridays, from 8:00 AM – 5:00 PM Central excluding public holidays.
- In need of station location - Click our Station Locator to find the nearest Shell Station and the Services it offers!
What does error code E000a mean when logging in?
What does error code E000a mean when logging in?
Error code E000a typically indicates a temporary issue with the Shell App. Common causes include:
- Poor or unstable internet connectivity
- Outdated version of the Shell App
- Too many background applications running on your device
- Temporary system or server glitches
To resolve the issue, try the following steps:
- Check your internet connection: Ensure you have a stable and reliable network connection.
- Update the Shell App: Make sure you're using the latest version available in your app store.
- Restart your device: A simple restart can help clear temporary glitches.
- Clear app cache (Android only): Go to your device settings > Apps > Shell App > Storage > Clear Cache.
- Uninstall and reinstall the app: This can help reset any corrupted data or settings.
- Close background apps: Free up memory by closing unused apps running in the background.
If the issue persists, please don’t hesitate to contact us through the support channels listed below for further assistance.
- Chat with us in Shell App by tapping the More icon (• • •) > Help > Live Chat.
- You may also fill our Shell Feedback Form.
- We are open Mondays through Fridays, from 8:00 AM – 5:00 PM Central excluding public holidays.
- In need of station location - Click our Station Locator to find the nearest Shell Station and the Services it offers!
How can I locate Shell stations that accept mobile payments via Shell App?
How can I locate Shell stations that accept mobile payments via Shell App?
To find Shell stations that support mobile payments:
- Open the Shell App and tap the “Map” icon on the bottom navigation on the home screen.
- Ensure you're on the “Fuel” tab (not the “In-Store” tab)
- Tap the filter icon near the search bar.
- Select the “Mobile Payment” option.
The map will update to show nearby Shell stations that accept mobile payments through the Shell App.
Can I use the Shell App without creating a Fuel Rewards® account?
Can I use the Shell App without creating a Fuel Rewards® account?
Once you register with the Shell App, you'll automatically become a Fuel Rewards® member—no extra steps needed!
If you're already using the Shell App but haven’t joined Fuel Rewards® yet, the app will guide you to a page where you can easily create an account.
And if you already have a Fuel Rewards® account that isn’t linked to your Shell App, you can click this link "How do I link my Fuel Rewards® to the Shell App?" to learn how to connect them and start enjoying your savings.
How do I change email address for my Shell App Account?
How do I change email address for my Shell App Account?
Shell App does not support change of email address. If you no longer have access to the email address, we suggest for you to delete the account and create a new one. You could request a deletion directly from your Shell App. No worries as your fuel rewards will not be deleted.
If you'd like to proceed, please visit the “How Do I Unlink My Fuel Rewards® Account from the Shell App” FAQ for guidance on account deletion, or feel free to contact us through the channels listed below for further assistance.
- Chat with us - By clicking this link: Live Chat and tap Help to begin.
- You may also fill our Shell Feedback Form.
- We are open Mondays through Fridays, from 8:00 AM – 5:00 PM Central excluding public holidays.
- In need of station location - Click our Station Locator to find the nearest Shell Station and the Services it offers!
How can I change my fueling value on the Shell App?
How can I change my fueling value on the Shell App?
You can change the fueling value of your fill ups in two ways. You can change it through the settings of the application or before confirming your outdoor payment.
To change the fueling value through settings, please follow the steps below:
Step 1: Tap “More icon (• • •)” button and click on “Settings”.
Step 2: Tap “Fill Up” under Maximum fueling value.
Step 3. Set fueling value depending on your preference. Once selected, you will be routed back to the Settings screen.
To change the fueling value before confirming your outdoor payment, please follow the steps below:
Step 1: Tap "Pay" button and click on “Pay at the pump” on the payment screen.
Step 2: Enter the pump number.
Step 3: Select “Fueling Value” and change to your desired amount, before tapping the “Make Payment” button.
Note: If you’re encountering issues with setting the fueling value, kindly contact our Customer Service Help desk.
- Chat with us through the App by tapping More icon (• • •) > Help > Live Chat.
- You may also fill our Shell Feedback Form.
- We are open Mondays through Fridays, from 8:00 AM – 5:00 PM Central excluding public holidays.
- In need of station location - Click our Station Locator to find the nearest Shell Station and the Services it offers!
I received an error while using the Shell App. What should I do?
I received an error while using the Shell App. What should I do?
If you received an error while using the Shell App, please try to uninstall and then reinstall the app or Click Shell App FAQ for more information.
If the issue still persists, feel free to reach out to us through the following:
- Chat with us - By clicking this link: Live Chat and tap Help to begin.
- You may also fill our Shell Feedback Form.
- We are open Mondays through Fridays, from 8:00 AM – 5:00 PM Central excluding public holidays.
- In need of station location - Click our Station Locator to find the nearest Shell Station and the Services it offers!
Other Shell App sections
Contact Support
Service Stations and Loyalty
Service Stations and Loyalty
Fuel Rewards®, Loyalty, and Promotions
Phone: 1‑888‑603‑0473
Email: support@fuelrewards.com
Hours: Daily, 7:00 AM to 10:00 PM Central Time
Shell App and Service Station Support
You can reach the Shell Solutions Center through:
- To chat with the Shell Solutions Center team, please tap the Help button.
- Feedback Form: Submit your questions or feedback using our online form.
- Phone: 1‑888‑GO‑SHELL
Hours: Monday–Friday, 8:00 AM–5:00 PM Central Time
(Closed on public holidays)
Find a Shell Station
Use our Station Locator to search for nearby Shell stations and services.
Shell Recharge
Shell Recharge
Phone: 1-888-895-0027
Our lines are open 24 hours a day, seven days a week (24/7)
Email: evhelp@shellrecharge.com
Shell Energy
Shell Energy
Phone: 1-833-743-5546
Our lines are open Mondays through Fridays, from 8:00 AM – 7:00 PM CDT.
Email: HappytoHelp@ShellEnergy.com
Shell Lubricants
Shell Lubricants
Phone: 1-877-536-6324
Email: consumerorders-us@shell.com
Our lines are open Mondays through Fridays, from 7:00 AM – 8:00 PM CST excluding public holidays.
Open a Shell Station or Start a Fuel Business!
Open a Shell Station or Start a Fuel Business!
Interested in partnering with Shell? Whether you’re looking to open a Shell Station or start a fuel business, we’d love to explore the opportunity with you. Learn more by clicking this link.
Human Resource Inquiries
Human Resource Inquiries
In case you need to verify the employment of an active US employee, please contact The Work Number at:
- Website: www.theworknumber.com
- Phone number: 1 (800) 367-5690
If you are a retiree or a pensioner (in the United States) and need to access your savings and benefits plans, please contact Fidelity Shell Benefits Service Centre at:
- Phone number: +1 800 30 SHELL (1-800-307-4355)
- Website: www.netbenefits.com
For other HR related assistance, please contact at: