Help & support

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.

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. The 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.

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

Alfen

Allego

Allgäuer Kraftwerke GmbH

Allgäuer Überlandwerk GmbH

Alpiq-easy4you

Alterbase Séolis

Aral

Ardenne Métropole

Axpo Energy Solutions

Béa - Ille-et-Vilaine

Bee Charging Solutions

Belib

BK e-mobility

Blue Corner

Blue Current

BMW

Bornes Solutions

Brev'Car

Carrefour Property

chargecloud

chargeIT mobility

chargeIT mobility - Rewag

chargeIT mobility - SLB

chargeIT mobility - Solid GmbH

ChargePoint Inc.

Chargy

Clever

CNR - Move In Pure

Comfortcharge gmbh

CommercialCharger - EGO

Communauté d’Agglomération Paris

Communauté de communes Vallée des Baux-Alpilles

Communauté Sud Corse

Corri-Door

Deutsche Bahn - DB Energie

Digital Energy Solutions

Dortmunder Energie- und Wasserversorgung GmbH

Drewag Netz GmbH

Driveco

Driveco - FR*E08

Driveco - IMT Lille Douai

Driveco - LM

Duferco Energia

E.Car’18 - SDE18 - Cher

E.ON

E.ON - UFC

ebee

e-Born - SDE07 - Ardeche

e-Born - SDED - Drome

e-Born - SEDI - Isère

e-Born - SYANE

e-Born - SyME05

eCarUp AG

E-Charge50 - La Manche

Eco Charge 77

EDP Comercializadora

Effia

Effia Stationnement Vincennes

E-Flux

Eins energie in sachsen GmbH & Co. KG

Electric 55 Charging

ElectroDrive Salzburg

ELMU-EMASZ Nyrt

EMOBITALY

EMONVIA

EnBW

Endesa

Eneco

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

Engenie Ltd.

Enio

ENSO

ESB

ESB Group

Esso Corsica

e-Totem

e-Totem - St Etienne Metropole

EV-Box

EVDriver

EVH

EVN

EVnetNL

evpass - Green Motion SA

EV-Point

EWE Go

Fastned

FDE 80 - Somme

FDEE19

FLOW charging

Fortum

Franklin Energy

Freshmile Charge

FUCLEM - Meuse

Gaz de l'Eure

GETEC Mobility Solutions GmbH

GIC

Go Electric Stations

GreenFlux

GreenWay

Grenoble Alpes Métropole

Groupe E

Hansestadt Lüneburg

has.to.be

Haute Vallée de Chevreuse

Heldele

HEOS Object GmbH & Co. KG

Hostel Akena Besançon

Hrvatski Telekom

IBAarau - Eniwa

Iberdrola

Ibil

Indigo

inno2grid

innogy

Intermarché

Ionity

Joinon

Kelag

Kia

Ladenetz

LastMileSolutions

Liechtensteinische Kraftwerke

Linz Strom

Maingau

Mainova AG

Marché International de Rungis

Mayenne

Meißener Stadtwerke GmbH

MENNEKES Digital Services

Métropole du Grand Nancy

Mobilité électrique 56 - Morbihan

Mobility+

Mobiloire - SIEL

MobilyGreen

MobiSDEC - Calvados

MObiVE - SDE24 - Dordogne

MObiVE - SDEE47 - Lot

MObiVE - SDEEG - Gironde

MObiVE - SDEPA - Pyrenees

MObiVE - SYDEC - Landes

Montpellier Méditerranée Métropole - Révéo

Moobi

Moon

Morbihan énergies

Mouv'Elec Var

Mouv'Oise

MVV Energie AG

Neogy srl

Neubrandenburger Wohnungsgesellschaft mbH

NewMotion

NKM Mobilitás

Norauto Fâches

Optimile

Petrol

Pfalzwerke Aktiengesellschaft

PitPoint

Plan-net solar

Polyfazer

Powerdale

Präg Strom & Gas GmbH & Co. KG

Rambouillet

Repower

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

ROUTE220

Saint-Louis Agglomération

SDE03 - Allier

SDE04 - Haute-Provence

SDE76 - Seine-Maritime

SDE82 - Tarn-et-Garonne

SDEA - SDE Aube

SDEF - Finistère

SDEG 16

SDEG32 - Gers

SDEHG - Haute Garonne

SDEV84

Shell Recharge

SIED70 - Haute-Saône

Sieml - Maine-et-Loire

Smatrics

SMED13

SMOYS - Syndicat Mixte Orge Yvette Seine

Soregies

SPIE CityNetworks

Stadtwerke Ahrensburg GmbH

Stadtwerke Annaberg-Buchholz Energie AG

Stadtwerke Baden-Baden

Stadtwerke Göttingen Aktiengesellschaft

Stadtwerke Heidelberg Energie GmbH

Stadtwerke Ingolstadt Beteiligungen GmbH

Stadtwerke Kiel AG

Stadtwerke Leipzig

Stadtwerke Lindau

Stadtwerke Neustadt in Holstein

Stadtwerke Norderstedt

Stadtwerke Pforzheim GmbH & Co. KG

Stadtwerke Rastatt GmbH

Stadtwerke Rostock

Stadtwerke Solingen GmbH

Stadtwerke Tübingen GmbH

Stadtwerke Winsen

Stadtwerke Wismar GmbH

Stromnetz Hamburg

SuperU

Swarco Traffic Austria

Swisscharge

SYDED - Doubs

SYDEGO - Loire-Atlantique

SyDEV

Syndicat d'Energie et des Déchets de Haute Marne (SDED52)

TANKE Energie Burgenland

TCB

Te61 - l'Orne

Technische Werke Ludwigshafen am Rhein

Territoire d'Energie 90

TIWAG

Total

USEDA - l'Aisne

Vandebron

Vatenfall - Gemeente Den Haag

Vattenfall

Vattenfall DE

Vattenfall UK

Versorgungsbetriebe Hoyerswerda GmbH

Ville de Paris - Candelabre

Virta

Virta Austria

Virta FB

Virta International GmbH

Virta Sweden

Vito - Relais Benista

VKW - Vorarlberger Kraftwerke

WEMAG

Westfalen AG

Westfalen Weser Netz

Wien Energie

Wiiz

Ze-Watt

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/receipt. The website will ask you to enter the transaction reference which can be found on your bank statement.

For charge points operated by NewMotion, please email dcoperations.uk@newmotion.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.

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.

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 customerservice@newmotion.com.
• 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

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.

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.

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.

Our charge points are compatible with all electric and plug-in hybrid vehicle manufacturers including:

• Audi
• BMW
• Citroen
• DS
• Energica
• Fiat
• Fisker
• Ford
• Honda
• Hyundai
• Jaguar
• Kia
• Land Rover
• LDV
• LEVC
• Mercedes-Benz
• Mini
• Mitsubishi
• Nissan
• Peugeot
• Polestar
• Porsche
• Renault
• Seat
• Skoda
• Smart
• Tesla
• Toyota
• Vauxhall
• Volkswagen
• Volvo
• Zero

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

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.

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).

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.