Help & support
Frequently asked questions
How can I start charging on the public network?
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 using contactless payments or use the Shell Recharge app and charge card.
Customers that use the Shell Recharge app and charge card are able to charge at Shell Recharge as well as more than 250 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 150,000 other charge points
- See real-time availability of all charge points and be notified if a charge point becomes available or occupied to more easily plan your journey
- View all your past charge sessions in one place
- Receive one easy monthly bill
The Shell Recharge app is available on the App Store or Google Play. You can then register and order a free charge card.
To activate the Shell Recharge card, please follow the activation instructions on the Shell Recharge app. Once your charge card is activated, you can start using it with any of the charge points available in our network. You can find these charge points in the app.
How much does it cost to charge?
Charging at a Shell Recharge charge points costs £0.39/kWh in the UK. You can pay using contactless or use the Shell recharge app and card which allow you to keep track of all your charges at Shell and other major providers on the network.
The Shell Recharge card and app also allow you to charge at over 250 other charge point providers across Europe without the need to register for each individually. The cost of charging at public charge points does vary. We collaborate with many different charge point operators to grow and maintain our charging network. To be able to offer you a seamless charging experience throughout the entire network, we provide roaming services for which we charge a transaction fee of €0,35 with a maximum of 20 transactions per month. The actual charging costs may differ from local tariffs and tariffs can vary between charge points. To know exactly what your charging session will cost, you can easily check the actual tariff of the specific charge point in the Shell Recharge app.
Which charge point operators can I charge with using the Shell Recharge card and app?
The Shell Recharge app and card give you access to a network of over 250 charge point operators across Europe (UK providers are highlighted in bold):
Aix-Marseille Provence Métropole - FR*M13
Alfa Power Charging
Allgäuer Kraftwerke GmbH
Allgäuer Überlandwerk GmbH
Axpo Energy Solutions
Béa - Ille-et-Vilaine
Bee Charging Solutions
chargeIT mobility - Rewag
chargeIT mobility - SLB
chargeIT mobility - Solid GmbH
CNR - Move In Pure
CommercialCharger - EGO
Communauté d’Agglomération Paris
Communauté de communes Vallée des Baux-Alpilles
Communauté Sud Corse
Deutsche Bahn - DB Energie
Digital Energy Solutions
Dortmunder Energie- und Wasserversorgung GmbH
Drewag Netz GmbH
Driveco - FR*E08
Driveco - IMT Lille Douai
Driveco - LM
E.Car’18 - SDE18 - Cher
E.ON - UFC
e-Born - SDE07 - Ardeche
e-Born - SDED - Drome
e-Born - SEDI - Isère
e-Born - SYANE
e-Born - SyME05
E-Charge50 - La Manche
Eco Charge 77
Effia Stationnement Vincennes
Eins energie in sachsen GmbH & Co. KG
Electric 55 Charging
Energie AG OÖ
Energie Calw GmbH
Energie- und Wasser Potsdam
Energie- und Wasserversorgung Bruchsal GmbH
Energiedienste der Landeshauptstadt Stuttgart GmbH
Energienetz Mitte GmbH
EneRSIEIL - Indre-et-Loire
EneRSIEIL - Loir-et-Cher
e-Totem - St Etienne Metropole
evpass - Green Motion SA
FDE 80 - Somme
FUCLEM - Meuse
Gaz de l'Eure
GETEC Mobility Solutions GmbH
Go Electric Stations
Grenoble Alpes Métropole
Haute Vallée de Chevreuse
HEOS Object GmbH & Co. KG
Hostel Akena Besançon
IBAarau - Eniwa
Marché International de Rungis
Meißener Stadtwerke GmbH
MENNEKES Digital Services
Métropole du Grand Nancy
Mobilité électrique 56 - Morbihan
Mobiloire - SIEL
MobiSDEC - Calvados
MObiVE - SDE24 - Dordogne
MObiVE - SDEE47 - Lot
MObiVE - SDEEG - Gironde
MObiVE - SDEPA - Pyrenees
MObiVE - SYDEC - Landes
Montpellier Méditerranée Métropole - Révéo
MVV Energie AG
Neubrandenburger Wohnungsgesellschaft mbH
Präg Strom & Gas GmbH & Co. KG
Repower PLUG’N ROLL
Reseau Alize Liberte - Brest Metropole
Reseau Alize Liberte - Communauté de Communes de la Plaine de l'Ain
Reseau Alize Liberte - Communauté de Communes Vitry, Champagne et Der
Reseau Alize Liberte - Docuworld
Reseau Alize Liberte - FR*A21
Reseau Alize Liberte - FR*A22
Reseau Alize Liberte - FR*A30
Reseau Alize Liberte - FR*A87
Reseau Alize Liberte - FR*C01
Reseau Alize Liberte - FR*G05
Reseau Alize Liberte - FR*G06
Reseau Alize Liberte - FR*V06
Reseau Alize Liberte - FR*V09
Reseau Alize Liberte - FR*V13
Reseau Alize Liberte - FR*V14
Reseau Alize Liberte - FR*V16
Reseau Alize Liberte - Orleans Metropole
Reseau Alize Liberte - Parking de Toulouse Metropole
Reseau Alize Liberte - Ville de Montrouge
Reseau Alize Liberte - Ville de Rosheim
Reseau Alize Liberte - Ville de Sable-sur-Sarthe
Réseau de charge E-Totem, parking Cénovia Le Mans
Réseau SEY ma borne
Réseau SEY ma borne - Communauté Urbaine Grand Paris Seine & Oise
Révéo - FDEL - Lot
Révéo - Hautes-Pyrénées
Révéo - Hérault Energies
Révéo - SDE09 - l’Ariège
Révéo - SDEE48 - Lozère
Révéo - SDET - Tarn
Révéo - SIEDA - Aveyron
Révéo - SMEG30 - Gard
Révéo - SYADEN 11
Révéo - SYDEEL66 - Pyrenees
Révéo - Toulouse
Robert Bosch GmbH
SDE03 - Allier
SDE04 - Haute-Provence
SDE76 - Seine-Maritime
SDE82 - Tarn-et-Garonne
SDEA - SDE Aube
SDEF - Finistère
SDEG32 - Gers
SDEHG - Haute Garonne
SIED70 - Haute-Saône
Sieml - Maine-et-Loire
SMOYS - Syndicat Mixte Orge Yvette Seine
Stadtwerke Ahrensburg GmbH
Stadtwerke Annaberg-Buchholz Energie AG
Stadtwerke Göttingen Aktiengesellschaft
Stadtwerke Heidelberg Energie GmbH
Stadtwerke Ingolstadt Beteiligungen GmbH
Stadtwerke Kiel AG
Stadtwerke Neustadt in Holstein
Stadtwerke Pforzheim GmbH & Co. KG
Stadtwerke Rastatt GmbH
Stadtwerke Solingen GmbH
Stadtwerke Tübingen GmbH
Stadtwerke Wismar GmbH
Swarco Traffic Austria
SYDED - Doubs
SYDEGO - Loire-Atlantique
Syndicat d'Energie et des Déchets de Haute Marne (SDED52)
TANKE Energie Burgenland
Te61 - l'Orne
Technische Werke Ludwigshafen am Rhein
Territoire d'Energie 90
USEDA - l'Aisne
Vatenfall - Gemeente Den Haag
Versorgungsbetriebe Hoyerswerda GmbH
Ville de Paris - Candelabre
Virta International GmbH
Vito - Relais Benista
VKW - Vorarlberger Kraftwerke
Westfalen Weser Netz
How can I get a receipt of my charging session(s)?
When paying with contactless or using the QR code at a Shell Recharge branded charge point, a payment receipt can be requested as follows:
Step 1: Please check whether the operator of the charge point is Allego or NewMotion. This information can be found on our charge points as well as on your bank statement.
Step 2: For charge points operated by Allego, a receipt can be obtained the following business day via the Allego website here https://next.allegoportal.com/
For charge points operated by NewMotion, please email email@example.com with the point location name, date and time of your charge session, and how much it cost you and we will provide a receipt for you.
When paying with the Shell recharge app or charge card for your charging sessions at Shell or other charge point operators on the network, you will receive a monthly invoice via email which includes details of all charge sessions for the month. The amount will be automatically deducted using the debit card or credit card details provided when you ordered your charge card.
What should I do if I have lost my Shell Recharge card/key?
You can block your card and order a new one through the Shell Recharge app.
Open the app and select the ‘Account’ tab > 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.
If I need help using a charge point, who can I contact?
Depending on the situation, please seek help through the following channels:
- Issue with the Shell Recharge charge/app: contact NewMotion by calling their service desk (available 24/7) on +44 203 868 1036 or send an email to firstname.lastname@example.org.
- Issue with a charge point at a Shell retail station: contact Allego by calling their service hotline (available 24/7) on 0800 02 94 601;
- Issue with a 3rd party charge point operator: contact the operator as mentioned on the charge point
Where can I charge using the Shell Recharge card or app?
We have a network of over 165,000 charge points in 35+ 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 automatically see the charge points that are 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.
Where can I find my nearest Shell Recharge rapid or ultra-fast charger?
To easily find Shell Recharge locations, please select ‘Shell Recharge only’ in the filter menu which can be found next to the search bar in the app. This will then only show you Shell Recharge charge points. To see all other charge points again, please don't forget to unselect this filter.
How fast are Shell Recharge rapid and ultra-fast chargers?
At most Shell forecourts we offer 50kW chargers, but we are working to install more and more of the new 150kW high-powered chargers.
50kW chargers are compatible with most electric vehicles and typically charge most new cars from 0-80% in approximately 45 minutes. The new 150kW high-powered chargers can deliver power up to three times faster depending on the electric vehicle model*.
*Results may vary, no guarantees provided. Charging speed depends on several factors including temperature outside, type of car, size of battery and battery condition. Please check with your OEM for compatibility and further information.
Which vehicle manufacturers are compatible with our home chargers?
Our charge points are compatible with all electric and plug-in hybrid vehicle manufacturers including:
- Land Rover
What is the OLEV grant and how can I claim it?
The OLEV Grant offers a £350 discount off the purchase & installation cost of a home charger. The grant is available for most electric and plug-in hybrids vehicles.
To qualify for the OLEV grant for your home charger, the following need to true:
- I have ordered, own or lease a plug-in electric vehicle
- I have purchased my vehicle after October 1st, 2016
- I am the registered keeper or nominated primary user of the vehicle
- I have private off-street parking and cables will not need to cross a public footpath
- This is the first charge point to be claimed at this address or;
- A second charger can be claimed if an individual can evidence keepership of two eligible electric vehicles
To claim the OLEV grant, all you have to do is answer a few questions and provide copies of documents such as your V5 when ordering your home charger with us. We will do the rest and claim the grant on your behalf.
Visit the OLEV website for more information: https://www.gov.uk/government/organisations/office-for-low-emission-vehicles
What is included in standard installation and what happens if I require non-standard installation?
Standard installation is included in the price of a home charger. Homes will either need 1-phase or 3-phase installation depending on the home electricity supply. The following are considered as part of standard installation for 1-phase and 3-phase installation:
- Labour and travel
- Placement and mounting of the charge point on a wall
- Max. 10 meters of external cabling (for each power cable + UTP, run together) from the charge point to the cable entry point of your home
- Max. 5 meters of internal cabling (for each power cable + UTP, run together) from the cable entry point of your home to your consumer unit (fuse box)
- Max. 5 meters of UTP cabling from the consumer unit (fuse box) to your router (Home Standard / Home Fast package only)
- Modifications of fuse box to provide the charge point with power (incl. all required materials like an MCB, an RCD and distribution unit.)
- Works needed to be done from the consumer unit (fuse box) to the location of the charge point (i.e. all wall drillings and cables clipped to the walls)
- The installation of an earthing rod
- Measuring and registering 2G dBm-signal strength prior to installation to ensure the charge point will be connected to the NewMotion back-office (Home Advanced only)
- Informing the network operator of the operation of the charge point (if required)
- Commissioning, testing of the charge point and proper handover
Non-standard installation applies when additional internal or external cabling is required, and/or when cables need to be installed underground. The cost for non-standard installation will be determined based on your home situation and requirements. When ordering your charger with us, we will get in touch with you to discuss your circumstances and provide a quote if non-standard installation applies.
Do I need a subscription for my home charger?
With a subscription, you receive access to an online dashboard providing real time insights into your charging sessions. You can stay up to date with the charging status of your electric vehicle, and have a clear overview of your charging history with our smart services subscription.You can also get easily reimbursed by your employer for electricity costs per charge session at home and you can activate options to manage guest usage (only possible with the Home Advanced).
When ordering your home charger we will add a subscription for free for the first 24 months. After this, you can choose to pay a monthly fee of £4 to keep your subscription-enabled smart features or you can decide to cancel your subscription. If you cancel your subscription you can still use your home charger but you will not have full access to the smart features of your charge point (such as seeing charging data or enabling guest usage).
How can I configure the guest usage option at my home charger?
Guest usage is an option available only when you have a Home Advanced charger with a subscription. If you allow guest usage, people with a Shell Recharge card can use your home charger. You can either allow guest usage for specific charge card users, or for anybody with a Shell Recharge, Shell Card for fleets, or NewMotion card.
You can even publish your home charger in the Shell Recharge app. This is optional. If published, your charge point would be visible in the app and become a part of the Shell Recharge public charging network.
This video shows how to configure the guest usage option step by step.