Motorists app help
No matter what your question, you can rest assured that we’ll do our best to help you find the answer you’re look for. Get in touch with a member of our team today.
Motorist app
Where can I download the Shell Motorist app?
The Shell Motorist app is available to download from both the Apple and Google Play App stores.
Why can I not find a station?
Our network of stations across the UK is always growing, sometimes at a speed too quick for our app to keep up! So if you spot a station that's showing up in the wrong place, please let us know and we'll get it fixed. Drop us an email at: SSSCMLA-MRD-OPs-Global-station-locator-SSSCMLA-MRD@shell.com
Why does the app crash?
Our team of techies work hard to make our app as reliable as possible, but sometimes the app can crash if there's not enough internet connectivity or if there are too many other things running on your device. As a quick-fix, we recommend uninstalling and re-installing the app if you find it crashes a lot. But to help prevent these glitches in the future, please send us any crash reports when you're prompted to.
What effect does low connectivity have?
We are installing free WiFi in many of our Service Stations but if you don't have 3G or WiFi connectivity, it will take a bit longer to load everything. All our station information, highlights stories and loyalty info will take more time for you to view, but it's important to have good connectivity whenever you install or upgrade the app. Otherwise the app may not work properly.
Why do I need to turn on my GPS?
GPS helps to locate your exact position to precisely track down the station closest to you. Without GPS, finding your nearest station or planning your route won't be as accurate.
How do you use my location data?
Don't worry, we only use your location data to find your nearest station or if you are using the Fill up & Go function.
Is there a way of using location services only when you use the app?
Yes, this is actually how the app works - it only uses your location services when the app is running on your mobile phone. But without your permission to use location services, the app won't work as we can't tailor anything to you.
Why do you require so many permissions?
In short, the app needs these permissions to work properly. To make the app as useful as possible, it needs your ok to access your device operating system. But you can rest assured that we will never communicate with your contacts, create events in your calendars (or your contacts' calendars) and we won't ever store any of your contact data without your explicit permission.
How long does it take for points to show in my balance?
It's always good to know where you stand, so we try to update your points balance as quickly as possible. This is usually between 24-48hrs, so if your balance isn't updated after a couple of days, it may be worth double checking that you're logged in with the correct card details. If you're still not seeing your updated points, chat to our Shell Drivers' Club customer service team on 0800 731 8888
How do I redeem offers and vouchers on the Shell motorist app?
These are available in many of our service stations. There are 3 easy steps:
- Open your motorist app, go to the menu and tap 'My offers'.
- Select an offer, tap and hold the image, then pull down and release to activate.
- Once activated, just present the five-digit code to a member of staff in store.
General Mobile Payment
What is Fill up & Go?
Fill Up & Go is a super speedy mobile fuel payment service available at many of our service stations. It saves you time by letting you pay for fuel quickly and easily from your car. For more information, have a read through the answers below.
How does Fill Up & Go work?
This handy service works via the Shell Motorist App. Our new geolocation service will identify which Shell service station you are at upon your arrival. Simply enter the pump number and then decide how much you want to spend, all from the comfort of your own vehicle. And when you're done, your receipt will be sent straight to your phone, so you can quite literally just Fill Up & Go.
Will I be charged for using it?
The Shell Motorist App is completely free and there are no extra costs to worry about for using the service. The app does require internet though, so please check that your network provider won't charge you for the mobile data used or use our free Wifi available at many of our sites.
How can I pay for fuel with Fill Up & Go?
You can choose to use either PayPal or Apple Pay and watch out for Android Pay coming soon.
Is it safe to use a mobile phone on a forecourt?
It's perfectly safe to use a mobile phone inside your stationary vehicle once you're parked on the forecourt, but not outside your vehicle or whilst driving. So once you’ve activated the pump, please leave your phone inside the vehicle.
Is there a fuel spend limit?
You can choose to spend anywhere between £20 and £150 per transaction. Before you reach that upper limit, the pump will stop automatically.
What happens if the fuel spend limit isn’t reached?
You will be pre-authorised to dispense fuel up to the amount you selected when setting your limit. Like any other fuel purchase, you’ll only be charged for the amount of fuel dispensed, regardless of the limit set.
Can anyone use this service?
If you have the Shell Motorist app or the PayPal app, then you're good to go. But please note that you won't be able to use the app with a fuel card or fuel vouchers and for safety reasons, the app isn't suitable for motorcyclists.
Does the service work with all types of fuel?
Yes, you can Fill Up & Go with any type of fuel you need from a participating Shell Service Station.
What happens if there’s no mobile phone signal?
A 3G or better signal is required for Fill Up & Go to work and you'll need to make sure your GPS or location services are also enabled. We do have free Wifi enabled at many of our service stations for you to use.
Why are the Pay at Pump units switched off?
Now that Fill Up & Go has made paying for fuel so much easier, the Pay at Pump units are no longer needed and are gradually being phased out.
What is the is there a QR code on some of your pumps?
The QR codes are on some of our pumps to help identify the specific location of the service station when using Fill up and Go when there are two sites very closely located near each other.
Do I need a PayPal account to use the service?
To use Fill Up & Go you’ll need a verified PayPal account with a debit or credit card linked to it. If you don't have one yet, you can sign up at www.paypal.com/uk. Alternatively you can use Apple Pay if you have a recent model of mobile phone. Android Pay is coming soon.
I can't seem to link my Paypal account to Fill Up & Go?
If you're having any issues connecting your Paypal wallet to your Fill Up & Go account, please give Paypal a call on 0800 358 7911. Or if you're experiencing payment issues using Fill Up & Go, contact us at generalpublicenquires-uk@shell.com or 0800 731 8888
Why can't I see Apple Pay as an option in my Motorist app?
To use Apple Pay, you'll need an iPhone SE, iPhone 6 or a more recent model of mobile phone. You'll also need to have a version of iOS on general release, rather than a beta version.
Why can't I add my card to the Apple Wallet?
Not all cards can be used in the Apple Wallet, so you might need to check the list of participating banks at http://www.apple.com/uk/apple-pay/
Accounts Mobile Payment
Something went wrong. What should I do?
If something goes wrong, you could see one of the following messages. Here's a bit more detail on what they all mean:
Before payment is authorised:
- ‘Invalid code’: The app didn't recognise the scanned QR code or the typed numeric code. Please check that you have GPS enabled and try again, or choose to pay in the shop. If you do want to pay at the till, you’ll need to get the pump manually authorised by the Customer Assistant before filling up.
- ‘Technical Issue’: This means there was a problem with the system that runs Fill Up & Go. You can either try again or choose to pay in the shop, but you’ll need to get the pump manually authorised by the Customer Assistant before filling up.
- ‘PayPal Wallet Issue’: The authorisation process was rejected by PayPal. Try authorising again, or pay in the shop instead. If you pay at the shop, you’ll need to get the pump manually authorised by the Customer Assistant before filling up and you should also contact PayPal about your account authorisation.
After payment is authorised:
- ‘Time out’: The pump wasn't started in time so it's locked for one minute. You can try again immediately, or choose to pay in the shop. If you pay at the till, you need to wait for the pump to unlock and then get the pump manually authorised by the Customer Assistant before filling up.
- ‘Cancel by Site’: The Customer Assistant cancelled the transaction. They’ll let you know why before manually authorising the pump. You'll then have to pay for your fuel in the shop when you’re finished.
I’ve forgotten my details and can’t login?
If you've forgotten your password, simply select 'Forgot password?' Then just enter your email along with a security question and security answer to get a temporary password. If you've also forgotten your email or you still can't access your account, then contact us at generalpublicenquires-uk@shell.com or 0800 731 8888 and we'll help you out.
Why won't my Fill Up & Go app load?
We could be experiencing some temporary technical issues, so we'd recommend closing the app and then restarting to sort it. If you still can't access your account, then email us at generalpublicenquires-uk@shell.com or give us a call on 0800 731 8888.
Can I link my Shell Drivers' Club card to my Fill Up & Go account?
Yes, just head to the Payments Settings section of the app. Once you've linked your card, you'll receive points on any Fill Up & Go purchases, but just remember that it can take up to two working days for points to be added to your account.
Which Shell petrol stations have Fill Up & Go?
The Fill Up & Go service is available at selected Shell stations. To find out which ones, take a look at the Station Locator section of the app.
I've changed mobile phones and it won't let me login on my new phone?
In this case, its best for us to help you on a more personal basis, so please contact us at generalpublicenquires-uk@shell.com or call 0800 731 8888.
Why is it showing the full fuelling limit in my Apple Wallet transactions, instead of the amount I actually filled up?
The Apple Wallet shows full pre-authorisation amounts. But don't worry, the card attached to your Apple Wallet has not been charged for the full amount shown, only the amount you actually used and you can check this in your bank account or credit card statement or on the receipt you will be emailed.
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