Shell: Fuel, Charge & More Customer Service

I wish I could rate this zero stars. I signed up for the fuel rewards program and have received no rewards despite making multiple purchases. I called the customer service number today and found out that if you want to receive the rewards, you must download both the shell app and the fuel rewards app and the information must match (this was the case for me- I had both and the information matched). If you are a stop and shop rewards member, you must go into the fuel rewards app and create a 4 digit pin to use with your phone number at the pump- this information is not readily available at all, by the way! Then, if you want to receive the rewards, you must type in your phone number with the pin, and pay at the pump- you MAY NOT pay with the app! How ludicrous! The app shows at the check out screen that you have rewards points that will be used for the purchase, and then they just aren’t applied. It is an absolute scam and a terrible user interface. What an absolute shame.

Most of the time you may dine many join the “savings” club to receive any kind of savings off your gasoline purchase. Especially coming from a grocery store and gas station combo. Well, with the Fuel Rewards the savings are usually instant if it may be only .05¢ to start but also there are many in store or online purchases incentives that continue to increase the “savings “ amount. I get it it, loyalty inspires addition discounts for those frequently utilized products. This, the many you spend at one particular shop, the more they should give you savings incentives. Right from the start you save on gas and the more you use your “free” fuel rewards account when purchasing at Shell and it’s affiliated shops the more you will save. It’s really that simple. Cheers!

If you like saving money this app is a god send. With rising gas prices I looked online on how I could save at the pump and Shell out of the other competitors literally throws as many things as possible in your direction to save you the most money you possibly can!! I tried Circle K and they could not verify my account and told me to fax them a bank statement which could take up to two weeks! I just plugged in my information and I was all set! The maximum wait time for rewards is about 3 days which is insane!! If you’re trying to save money at the pump I am telling you there is no better app or company! I highly highly recommend this app, since I started using this I’ve been saving over 20 dollars a week as I drive for my job!!!

I would love to use this app to avoid skimmers and also speed up my time at the station however it never recognizes a station that I visit. I do get the option to report the station as missing however until today it wouldn’t even provide the coordinates of my location. Made sure I have the updated version of the app and have been sending to Shell. Customer support first kept telling me the station wasn’t Mobile ready but would give me the exact same address that I was at stating that station was ready for app use. Tonight I was told that I needed to have version 1.1.1 and that’s not even avail from the App Store. I’ll rerate once I’m able to use the app and Shell gets better customer service to handle these issues.

This app is perfect. It is accepted at my local and nearest shell stations. I have forgotten my wallet a few times and needed gas. This thing came in handy. Also saves me from having to take a card out of my wallet when paying for gas increasing the potential for loss or misplacement. Allows me to keep track of my rewards savings. Only thing I would like it to do is that they recognize your a loyal customer by using the app and the rewards program and not make you pay credit card price for gas. That’s pretty stupid. My opinion of course but for someone that only gets Shell V - Nitro Premium, every penny saved helps. But I like over all.

I was just told by a representative at Shell that there is a constant problem with people downloading the “Shell“ app after being directed there from the Volta station or the Volta app, etc. the “Shell Recharge“ app is what an EV user should be downloading so that they can charge at what was formally the Volta stations. I found this out after using the regular Shell app and then making an incorrect charge on my credit card which resulted in a $75 hold on my card for five days. Do not use this app to charge your car. Use the “Shell Recharge app” I hope I get my money back. I was told that the Shell app is really for charging in Europe. Who knew?! I just hope I get my money back. Don’t make the same misguided mistake that I did.

This app is extremely easy to use. I was introduced to the app because my work garage uses Shell charging stations. I was also traveling and this app saved me from possibly losing battery because there was a random charger in an isolated neighborhood on the side of a business. Feedback: I constantly charge in the same area everyday. Everyday I have to zoom into the map and find the same charging station. Can you add a “Heart” feature or favorites so I don’t have to spend two minutes choosing the correct charger ? This will save so much time. It will also be easier to see if it’s in use and I can go to the next floor before pulling up to that station.

The only reason I gave 5 stars because you can pay with your phone at the pump. I been with shells a long time, just checked my emails I saved 3 cent in February 2025 but I spent over 400 dollars on gas in February(some deal right) second for some reason I got to keep logging in when I use the app(so frustrating) you got to keep clicking on the boxes to prove you’ll not a bot over and over. Honestly I been thinking about going back to BP where I was saving 5-10 cent off every fill up. But I think my trucks run better with Shells plus I use premium

I love having this app with the rewards and the ability to not swipe my card at the gas station. 2 things I don’t like are every time I go to pay there are network issues, I either have to back out or close and restart the app. The other problem is it signs me out almost every time. I have to sign in almost every time I pull up to the pump. I just wish it would keep me signed in and the “network issues” bug would stop. I know it isn’t actual network issues because it works immediately after closing the app.

So, after intervention from the Shell team (thanks, Keith!), delighted you say that this is now working just fine again. Great to be able to buy fuel from the warmth of the car (sadly, you still have to get out to put the fuel in...) and have the air miles automatically added. Great app!

Found out Shell finally has an to pay for gas with your phone. This is crucial for me because I have a habit of leaving my wallet at home. Love that you can choose your default amount allowed for gas, instead of them assuming I want to pre-authorize $150 from my credit card like other companies (Esso)

Great app. Very easy to use. Will be amazing for the winter months!

I love this app. Makes it very easy and convenient to pay for gas in the app instead of using my card and swiping my air miles card

This is an absolutely phenomenal app. Real rewards points and discounts, actual improvements in convenience at the pump. This essentially has made sure I only go to shell (or still Costco) for gas going forward. I haven’t experienced any bugs with it at all either.

When you pay thru the app, there’s no way to print your receipt. Once you pay on the app you have to go back inside to ask for a receipt which defeats the entire purpose at paying at the pump with the app. Overall very cool, but this needs to be re programmed.

In general the app works well for me, however most staff at the Shell stations don’t seem to be familiar with it at all! My other frustration is that I live in the country and the bonus offers with airmiles are always for 30l purchases. My car only holds 40l, so I have to run very low before filling up. Amazing how many times I’ve filled to 29.98 and missed out!

I want to sort Shell fuel station by lowest price

So I just wrote a review it’s not listed I don’t know why?… irrelevant though. I’m posting this because I can no longer see the prices online. I downloaded Circle K as well as another gas station so I try to only shop at Shell for gas. Before today I did not have those other gas companies apps ln my phone. I know all prices in town are fairly competitive. The other gas companies are at least showing me their prices. I have to fill up my vehicle every single day from practically empty, I spent hundreds of dollars at buying gas a week I need to know the prices. I will delete my account and probably change my phone service because I am very petty. I don’t care who knows it now perhaps I’m just doing it wrong perhaps there’s a Hidden setting or maybe it’s in the progress of changing I am giving shell seven days from today if I can see the prices after that great I’ll keep shopping in Shop if I can’t see him and can you give me this app me and mom I need a new phone so I’ll go to another phone company. I can probably save just as much with other gas stations 10 sans 15 sense I go out of my way drive 5-10 miles and work different areas for better deals. Yall need to reach out to me or i will scream from the mountain tops. If they don’t respond to this complaint then they made a mistake. If I am proven wrong i will apologize and show tons of love. Every time I fill up for a while and delete this aweful review.

I enjoyed the app and savings to begin with. However, when I had an issue and needed to contact customer support, I was treated poorly. I had an issue where I had more than one payment linked and my preferred payment was not the default even though I selected it to be. My payment was rejected and I was not notified via email, app, etc. On the app, nothing appeared out of the ordinary after making the transaction as usual. I didn’t see the issue until I went to fill up again. When I called customer service to get it taken care of and to report the system error I experienced, I was talked to SO disrespectfully. The agent literally raised her voice talked over me. I called again after trying to understand what happened (because at the time it wasn’t clear and she was not trying to help me understand) and when I asked for a manager, she said no. I called back with my bank because there were fees associated (and I was refused a manager). It was the same rude person. I had to ask HER if she would calm down to simply ask my questions. My bank refunded me the fees as a courtesy and I paid the remainder of my part. I deleted the app and haven’t used the app since then. Shell should be ashamed choosing such unprofessional people to offer customer support. It was a joke and in total a 2 week ordeal. I’m happily with Exxon now.

I have never been sooo frustrated with support from an app as I am with this one and the Fuel Reward app that it is supposed to work with but doesn’t & no one can seem to fix it!!! I have spent the past hour and a half going back and forth between the two apps speaking with several different people though no one can actually fix anything or send me to someone who can…have tried several things they have suggested yo no avail & I am thoroughly aggravated…need to get ready for work now and try to leave my anger at home/not take it to work since I work in Retail which is difficult enough without me being aggravated when I show up for my shift!!! And, what is really most aggravating is that the support at Shell wanted to argue with me about the email that I am seeing on the two apps…telling me I was wrong even though I was looking at the apps!!! And, if it wasn’t bad enough I was asked to take a survey at end of call which asked me to rate from 0-10 how likely I was to recommend Shell app to my friends and when I answered with a 0 it told me that was NOT a valid selection so I listened a second time and was the same choice of 0-10 for rating but once again told 0 was not a valid option!!! To say the least, Shell (and Fuel Rewards) apps need to be FIXED BY SOMEONE THAT KNOWS WHAT THEY ARE DOING like maybe IT!?! BEYOND RIDICULOUS and if it weren’t for T-Mobile rewards I would like to be able to get by using these apps I would NEVER get gas at Shell again & once I find another way to save on gas prices I will most definitely never get gas at Shell again!!!

App used to be very dependable, now it's very buggy and doesn't work more than it does work. Like the other review said, you should fire the developers and hire someone that knows what they're doing. Can't enter the phone number it is asking for, so I just bought gas elsewhere. You should fix this. Update - Sept 3, app unusable for over a week. Hopefully Apple with remove it from the App Store. There is no valid excuse for this to still be ongoing. Update 9/5/24 - I called CS and they added my phone number from their end. Uninstalled the app. Reinstalled app. Reentered payment info and now the app appears to be functional. It's not a great work around, but it is a work around. Update 5/8/26 - app deleted my Shell card payment method and accessed my Apple Pay, which is a company CC and I'm not authorized to use that card for fuel purchases. That sound illegal to me. The app will also not let me add any other form of payment method. It tells me I can't add any more payment methods at this time. This has been going on for a week or more. I can no longer purchase Shell branded fuel from Shell branded stations. I wish I could give negative stars, because it would be negative 10. Buy your fuel elsewhere. Nobody needs this kind of frustration. Just not worth it.

This should not be a thing!!! I lost out on .35 because of this message. And had to wait 24 hours. Per the CS, “The Maximum limit reached is a notification by the Shell App letting you know that you have reached the allowable attempt to purchase in a day. May the attempt be successful or failed”. So I was graciously given “10cents per gallon appeasement”. Then I was told by CS Anjela said “Thank you for waiting, upon checking the station that you visited has an ongoing issuw when it comes to Shell App Payments. We do apologize for the inconvenience,” Why is it the gas stations fault?! I’ve been using this app for at least 2 years and also have used it back to back. So then I was told to uninstall it but you said it was the gas station’s issue. Hmm. I think CS should scroll back up. Also it said “We cannot complete your purchase with Shell Pay & Save at this time. Please use an alternate method of payment. (E029v). So I did, three different payments and still the error. Thinking there should be a future meeting with the App, gas stations, and fuel rewards. And you should be available on the weekends if gas stations are open. Just a recommendation.

Of all the bad charging companies, Shell is the worst because they bought out reliable chargers like Volta and turned them into always broken chargers. They also replaced their first app with a new one that doesn’t even have a QR scanning function. It also regularly reports chargers as available while they’re in use, causing frustration to everyone who drives to a location to find the charger was in use the entire time the app showed it was available. And support no longer answers the help line… I’ve been on hold for over 30 minutes! PS - Shell bought up all the public natural gas charging stations and closed them, because they don’t actually want people driving alternative fuels. They just want to sell oil. So the developer responded with a bland exhortation to call customer service… the same number that they don’t staff so I guess I can hang out on hold for 30+ minutes again before giving up. They also didn’t address why the app doesn’t accurately reflect available, in use, broken, etc chargers, nor why the app doesn’t have a QR reader to start charging like the former app had.

Using this app for several years, I can’t tell you how many times I have to contact customer service due to miss information on their app. I receive notifications for a fuel rewards, that do not get credited when you use them. They offer deals on days that display only one time, have to be clicked on, and when you go to use them, they are not credited. You call customer service, and they tell you there’s nothing they can do, because the link is no longer displayed/disappeared and they can’t verify that you clicked on it. You need to screenshot every time you use the app because they have no records of your transactions or deals offered. even though transactions can be recorded on the app, they apparently can’t see it. Pretty sketchy to me that you make transactions through an app, and there’s no record of them. Charges also are not processed in a timely manner sometimes. Use of this app has caused me to lose our confidence in Shell products and services. I mean, if this is how they handle your business and money, How can you trust their products?

UPDATE: the issue is Shell is using 9+ month old account data following the transfer. I changed my email in September last year. Still works in Fuel Rewards but not here. I can login with my OLD email. No way to change. Support says it can’t be updated, only option is to remove and create a new account although I’m skeptical since it told me it already exists when I tried earlier. Pretty lame all around. ORIGINAL REVIEW: I’ve been using this app for YEARS. It works most of the time. I just used it for the first time since the change in ownership. It reluctantly worked, but now when I open it won’t let me login with a perfectly valid Fuel Rewards acct that was linked and still works. Can’t reset password, never get any email (btw my receipt did show up in inbox as usual.) Deleted and reinstalled, no joy. Tried to create a new acct and tells me info exists! (Duh!) Finally get a warning I’ve reached the try limit and acct will be locked.

As others have mentioned there is no option to link payments to a credit or debit card. This alone makes it useless for me as I do not have, nor do I want, a Shell credit. I also do not routinely use ApplePay or PayPal. Security is also an issue. It does not allow you to cut and paste passwords and limits the password you can you to 8 characters. This makes it impossible to use password managers that generate long complex passwords that are impossible to remember. The ability to link accounts in the cloud and use complex password to aid in keeping those accounts safe from hackers is not an option. Interestingly, if you can find the website associated with the account it sets up when you activate the app (they have many websites that you can login to - use fuel rewards) the website will allow you to link other cards. I have not tried this as I am not sure I trust the app or website developers. It clearly has bugs and the overall strategy is not well thought out. I was really only looking to delete the account set up by the app.

Maybe the first month of promotions is great but once you go through all that it’s literally nothing better than Speedway’s 5 cents per gallon discount. And the claims from Uber & Door Dash about the Shell Fuel Rewards app being a app to help us drivers save more on our gas is such a false claim, it doesn’t save anymore than what Speedway gas stations does for everyone that’s not a delivery driver. The Shell Fuel Rewards is nothing special at all especially for us Uber & Doordash drivers, but what’s worse is at least Speedway gives you the discount no matter what, for the Shell Fuel Rewards you have to purchase a minimum of 10 gallons just to quality your monthly transactions to maintain the so-called “reward perks” of your membership. Until you guys actually make it worth gasing up at Shell stations, I’m just gonna continue to gas up at Speedways and using the Upside app instead, at least upside offers 9-15 cents off per gallon. Sometimes even more than the lowly 30 cent off per gallon discount only given during the first month of the Shell Fuel Rewards Program

I actually genuinely enjoyed the app at first. Quick payments, quick to work, linked to fuel rewards, and impressed many friends when I initially used it. However, they took off the payment options for credit cards and debit cards and has been a couple of weeks since they took it off with the only option being a shell branded card (typical) and limited paying options like Apple Pay (which doesn’t work) or chase pay specifically (being the only bank option I’ve seen on the app so far). Then, I read the reviews and I’ve noticed that the shell branded cards aren’t even connecting to the app. There is also a promise of there being more Payment options in the future with the words “coming soon”, but there is virtually no communication on the updates, a date, or why they took off the payment options. Not even the website on the app has been updated. Very disappointing and left with a useless app with the only hope of any updated or progression being “coming soon”.

A few weeks ago I went to use the app conveniently in my car and noticed that I couldn’t use it because my card expired. When I went to update it, it wouldn’t let me. Luckily, I had my card with me so I had to go in the store to purchase my gas. I called customer service and they said they disabled that option because they were currently working on an update. An update just showed on my phone today, so I updated it. Just to find out that I still can’t update the exp date &/or can’t add another personal cc. I called cust. svc. and they said they disabled that option completely and the option to add a personal debit card. Such a bummer!!! I was able to leave my debit card/CC at home and use the app with no issues. Now I have to carry my debit when I go just to get gas then stand in line and wait for a receipt. I don’t use Apple Pay nor any of the other option cards they have listed on the app. Why did they removed a perfectly working option that people constantly use?!! Pls bring back the debit card/cc added feature.

I can’t believe She’ll is even allowing this app to be downloaded. If I were the Shell CIO I’d be embarrassed! I downloaded the app and tried to put my Shell card in as a payment option. When the Shell app tried to validate the Shell card, the process didn’t complete. I called Shell customer support. The first attempt, I was transferred to the Shell credit department to look into my Shell app. I called back and explained I don’t need to look into a credit app, I need help with the phone app. And they transferred me to Exxon (yes, they really did that). I called again and spoke to a supervisor, who also sent me to the credit app department. Called again and I think I got to their app support folks (finally) who said this was a KNOWN ISSUE WITH THEIR PHONE APP!!!! Are you kidding me? They know their app doesn’t work but they still allow people to download it? If I did this at my job, I would be fired (Yes, I lead IT). If I were their CIO, I would be so embarrassed that I would have no choice but to quit! I’m now a Valero Gas customer going forward. How can you trust a company that knowingly frustrates their customers?

Wow, I wish I had read reviews to realize this was a widespread problem. First, why are there TWO apps for the same thing?? I have the Fuel Rewards app with a “Pay” button that just redirects you to a different app with a different account even though they can all be linked because they have the same purpose. Anyway, I use the Fuel Rewards app to check prices and never had the desire to pay with my phone at the pump. Until I saw a way to earn more cents off (4 fill ups earns another 5¢ off). I have used the app for months without problem. All of a sudden, I’m trying to pay at the pump and my card’s declined. Weird, but I pay with my card and realize that’s not the problem. I removed my card from the payment methods in the app and try to add it again—nope. Try to add a different card—nope. My second issue is that when I tried to troubleshoot on the app, a help thread said “click the help icon in the bottom right to open the live chat.” When I pushed the button it opened an email form, not live chat. Make sure your “help” is accurate! It’s taken days for Shell to get back to that email and who knows how long they’ll take to solve this problem? I know that if I give in and call, I’ll be on hold forever and run around in circles with someone that way. If this doesn’t get fixed I’m giving up on this app and just living with my plain old 5¢ off. I’d love to say to heck with Shell completely but in a small town it’s all I’ve got.

App won’t connect to any Shell pump I’ve ever tried. I even go the fuel rewards credit card and 5 representatives and nearly an hour later, my account is still not connected to the fuel rewards account. They told me my account was set up wrong. They can’t give me an answer when it will be fixed. 5 representatives just passed the buck because the whole program is a scam to get you to sign up. I was declined at the pump and on the phone with customer service sitting in my car. Ridiculous. Fix the station compatibility. Fix your account connection to fuel rewards. Honor the offer I signed up for. I fully expect none of this will ever happen despite whatever customer service agent that responds to this review wants you to think. They don’t even have an app to pay the credit card. You have to use a web browser. That’s terrible in 2021. So I went to set up autopay. That failed too and wanted me to call customer service! What a disaster…

I’ve filled up at least 10 gallons at least 5x for the past month and none of them got counted for the 4 fill ups to maintain gold status. I emailed shell service regarding this coz I’ve been filling up with them for the goal to achieve platinum status. I have requested them to count the last 3 fill ups at least since it’s a whole new period for fill up counts, but they literally told me they will only count the earliest fill up but not the last 2 fill ups… which doesn’t make sense!! Why?? I have asked for a reason behind this and they still haven’t responded, nor does it reflect on the app that they have added the fill up to the 1 to 4 counts. I don’t see the justification or rationale on this “solution” they have. I’ve been with Shell for the past 8 years but I’m starting to think twice of staying loyal with them if they’re not doing the same for us. This is basically “stealing”. I choose shell over other cheaper gas stations coz of the rewards but if this is the case, I think I’m just losing a lot of money considering Shell’s almost usually more expensive than other stations without the discounts. If you’re with them for the rewards, just make sure you double check on the app if they’re actually counting your fill ups coz this has happened to me more than 7x already.

So I guess Shell bought Volta? But rather than maintain the existing Volta app, which has worked extremely well for years, they suddenly started forcing people to to use this garbage app. Who knows, maybe this works for gas stations, but for EV charging it is practically worthless. The biggest issue is it literally lies about which stations are in use. That was like the main feature of the Volta app. If it says a station is available, that station needs to be available. If it lies like this then you will end up wasting time and energy driving to a station that already has a car plugged in. The UI is also a mess, and does too many things I have no interest in because I drive an EV, and the entire app is designed around gas stations. Just give us back the excellent Volta app, and rebrand it Shell Recharge. That’s what you should have done in the first place. Perfect example of if “it isn’t broken, don’t fix it.”

I don’t even know where to begin describing the issues. But shell has two, not one app for their rewards, and the two do not share login, reward program or register your transactions same way nor has customer service ability to help to fix the discrepancies, nor do they seem to care. It’s so hypocritical to see the replies to all bad experiences here saying please call us, but when you call them, they only say they have no ability to help. The result is you make the purchase and then it’s only registered in one app, and not the one that rewards you, and you feel scammed, and when you call them, they do absolutely nothing. In my experience and what I can read in other reviews as well, Fuel Rewards app works and their customer service works, but the fuel-up 4 times discount is only available in the Shell US & Canada app, and this app is dysfunctional and their customer service is dysfunctional as well.

Before the Shell recharge stations were purchased from Volta, the Volta app worked so well and was easy to use… Now using the Shell app with the EV charging integration to try to start a charge session at Shell Recharge is so overly complicated… the integrated map is so hard to navigate, filter, and find the correct station to start charging… Pushing the Station ID button does not usually find the closest charging station, and instead just brings up one option. It’s almost as if the Shell EV team did not even try field testing the app for a recharge session. Please go back to the drawing board and figure out how to make the Shell EV charging app user-friendly. The simplest solution would be to just revert back to the Volta app charging interface, which was really great. This is very sad considering Shell is very likely to be a big player in the charging landscape next to Tesla. Please do better!

Every time I see a Shell recharge station, I know I’m in for an extremely bad time that’s going to result in zero charge. Most of them don’t work. Sometimes they tell you to log in on the app, which doesn’t work half the time. Today, I tried logging in and it tried to verify I’m a human for 10 minutes and I went through at least 20-30 image verifications. Finally, it made me look for bicycles for the last 5 minutes after which it says my password is wrong. After trying to reset the password, the app says there’s a technical error with the server. Businesses and owners - please DONT bother with Shell Recharge. It’s a frustrating failure and is waste of a parking space. Take the booth down or don’t install it to begin with. I’ve tried these throughout the mid Atlantic and northeast and they work maybe 10% of the time. It’s a colossal waste of money for a fancy screen outside that does nothing.

Gift cards cannot be added for payment. Take out for rewards I need to pump at least 5 gallons of gas. Unfortunately you cannot get 5 gallons of gas with a $25 gift card. So you’re just out of luck. Even if you go insideShell locations with multiple gift cards adding up to over $100 (which still won’t fill up my truck), if they’re in $25 gift cards it doesn’t count for anything. Almost every other retailer that has a functioning app allows you to add gift cards, and combine them into one balance so you don’t have to do multiple transactions. If you have Kroger/Ralph’s points, the good up to 30 gallons. But you can’t pump 30 gallons in one transaction because the pumps won’t let you pump $200 in fuel!So you can’t even completely use the rewards that you have! I know you’re a petroleum company, but every other retailer has seemed to figure it out!

This review is from the perspective that this app is a replacement for Volta. After Shell acquired Volta, Shell eventually discontinued Volta’s much superior app in favor of making us all use this one. Well, now most Volta stations dont even show up on the app, it has way more data collection since Volta didnt even require you make an account, and it is also taking up more storage on my phone. On top of not being able to see Volta stations that I know are both extant and functional, now there is an app on my phone that I use for ONE thing (that it does unreliably), but has another 3 or 4 tabs and a bunch of other features that I am sure are useful for someone, but not previous Volta app users. So, Shell as a Volta replacement app is honestly 0/5. If you can go through PlugShare just do that instead as it will show ALL stations not just from Volta and Shell but from every other provider as well.

The two nearest gas stations to my home are Shell stations, so saving money using this app seemed a logical choice. After installing the app it allowed me to fill up ONCE. When I tried filling up for the second time the app kept telling me whatever pump I was at was unavailable and the interior register’s system was down. I was forced to drive to the second station with my gas light on, where the app told me I could not use the app to fill up because I exceeded some sort of spending limit. I ended up having to use my physical card, thereby receiving none of the savings offered and no credit towards any other benefit. I tried this to support my local stations, even though Shell stations have always been notoriously more expensive than other brands. There are no words in the English language or any language I can fathom strong enough to describe my disappointment. So much of my time wasted.

I have been a Shell loyal user for decades. The gas is great, but the app is horrible. I spent 3 months getting an issue taken care of. I was needing a new Credit Card which took 3 months to receive and possibly 10 phone calls to finally get that issue solved because the app wouldn’t work. Newest issue and so far, i have been on phone for just under 2 hours over 2 days and transferred at least 8 times. There is no direct number for technical support for the App. How does an international company not have better support???? Now my issue has been escalated to technical support and they must contact me! If I didn’t want to stay with Shell, I would trash the app and trash Shell. Infuriating to be wasting precious time getting the runaround. I should get a gift card for being forced to waste so much time on solving the issues. What a nightmare! I wonder how long it will take technical support to contact me. Sigh

I set it up and used once and it seemed fine until i opened it for the second time. It erased all my info, did not accept my password, refused to create another account because said I already have one. Tried resetting my password, did it through chrome and next time it did not accept my password. Reset my password again through the app, then it finally accepted. Then had to pay using apple pay, which was super glitch as I had to try 3-5 times for it to work. Cannot trust this app again ever. I would just delete it and move on to next gas station only if I did not have to use this station there. Please develop apps using developers, not free interns. I tried to revisit the app after some months and oh boy… nothing has changed and somehow it got even worse. So now I decided that I should never visit shell again, and set gas buddy to not recommend shell.

This app worked great for a couple months. I liked it so much that I bragged to everyone about it. I then decided to get the Shell FuelRewards card. I linked the Shell card as the primary pay method and the first few times it worked great! And then all of the sudden while on a road trip it stopped working. Now I get a rejection stating, “Payment Method Exceeded”!!! I have very little balance on the card and don’t have a payment due until next month. I like others called Shell card service and was given the run around for almost 45 minutes and then was transferred without notification to the app customer service which was even worse. I couldn’t barely understand the rep due to poor English and he blamed the card and wanted to transfer me back to where I started. I deleted the app and reloaded it and still have the same issue! This app is junk!

1. No CarPlay support. Check out Chevron app on CarPlay - it's wonderful. Why can't Shell do this? 2. Paying with Shell App means a $100 limit on gas. So annoying when you have truck with 33 gallons. Takes way too long to do 2 "fill-ups." And, no, I don't want to walk into the store. The whole point of the app was supposed to be "convenience." 3. App won't let you login if you're using a VPN. What's worse is, it can take you months to figure this out - because the generic error it gives you offers no indication that they block VPNs. 4. Which app do you want us to use? Fuel Rewards or Shell? Can these not get consolidated? Update: the developer response is to ask me to use more of my time by calling a generic 800 number…just to report the very same feedback. My feedback was already highly specific. Useless. 🙄

I have a Shell account separate from my fuel rewards account. However, when I try to use the Shell app, the fuel rewards login in will pop up, forcing me to login to fuel rewards, or else I can’t use the app. I can’t exit out of that screen. When I try to put in my correct credentials, it says “sorry, we can’t complete your request at this time.” Changing my password and deleting and reinstalling the app does nothing. I have already called customer and technical support, and they tried to help, but the problem still persists. I have exhausted all of my options with this app and nothing is working. Hopefully your team will read my review because it is my only way of contacting you now. Please fix this problem, whether it’s from Shell or Fuel Rewards, or both. Please fix this, this has been going on for months and I cannot use Shell S Pay

Availability of electric charging stations on the map is not accurate. I have been driving around sometimes with my child in the car to find an available electric charging station to get home but found either outlets damaged, none working, or taken even when the map shows that they are available. I think they should be a bigger fine imposed to anyone who keeps their car plugged in longer then necessary, as others would like to use these outlets too.. Also, the Shell App needs to be updated as it does not reflect the actually in real time usage of stations. I have been driving out of my way on my last percentage just to find that the station was NOT AVAILABLE even though it shows on the map that it is. Please do something about it. Thx.

First month I had this app and my new EV (Tesla) I could charge for free at a particular location that was convenient for me. Not supercharge, it took like 4 hours to go from 20% to 80% but hey, free is free. Now that same charging station is unable to be found in the app, even if I try to search by the station id. And i just tried going to another one and I got here and all of the sudden now it can’t find the station. I’m going to try to go to one more but I’m not holding my breath. And when I go in the app and try to contact support, it redirects me to the website which then prompts me to install the app to get support. So it just loops me back around in a never ending cycle. **** this app you guys should either hire more competent developers and or do something about the current developers because clearly this is a major issue

I was supposed to achieve a certain. Inner if Filipe to qualify for larger discounts. I’ve tried but when locations listed in the app don’t accept the fuel rewards app, I end up paying more and not being credited with a fill up to earn greater discounts. The Shell station less than 1 mile from my house does not allow the use of the app, so Walmart gets my business. If a station does not allow use of the app, it should be delisted. The times I have been able to use the app it has worked well. However, I’m not “looking” for Shell stations at this point because I don’t know whether I can get a discounted price or not, and usually Shell is the more expensive choice on any given street corner with multiple stations.

I wanted to give the developers and Shell the benefit of the doubt, so I contacted their support number. It failed just like all of the other troubleshooting I did. I first tried to create an account on this app, but it would not log me in and told me to contact the support number. I was able to create and sign into my account on my chrome browser on my computer, but when I tried to login on the app again, it said that my newly created password (or my email) were not correct. So I tried to reset my password and never received the email to reset it. I finally contacted the support number and gave them my email so that they could send me a reset password email. They said it would arrive within 10-15 minutes. It’s been almost 40 and no email. I will gladly continue being a customer at Chevron and Exxon. Their apps work.

I have been using the Shell app for a few years now. Overall, it has been a great experience and I have enjoyed all factions of the app especially the pay at the pump feature. 2 to 3 weeks ago I opened up the app to purchase gas at the pump. When it opened, it said that I needed to enter my phone number to the app. My phone number has been on the app since I’ve had it. As a matter of fact, the two factor authorization. Send me a text to my phone number. It gives me no chance to enter the phone number. It asks for permission to opt in to receive offers. But it will not let me get past that. I have deleted the app and reinstalled it several times. It still not let me into the app. Please advise.

With Volta it used to be that I’d just walk up, plug in, walk away. Now? Sign up in the app, give them all my info, activate via an email, register my credit card, activate the station in the app, plug in, wait for the system to fail 2-3x, try again, unlock the port, unplug the cord, plug in again, wait for the error codes to go away, activate in the app again, then it’s finally charging. But then… a nice other Tesla owner unplugged my car by accident. Can you just plug it back in? Nope. I had to plug the cord back into the adaptor, unlock the charge port, unplug the cable, go into the car, reset the charging system with the brake, plug it back in, retry in the app, authorize my card 2 more times, then it starts charging again. I wasted 20 minutes just getting 1kW of charge for my car. Shell ruined the simple experience.

I spend 2 - 1/2 hours trying to link my Shell Credit Card to the app. Come to find out that this App, Shell , the Shell Credit Card Bank (Citibank) and the Shell Fuel Rewards are all different entities (Business Organizations) trying to lure customers under the Shell Brand. However, none of them talk to each other from a technical perspective. This is probably why there are so many bad reviews on this app due to the poor customer service experience. It is absolutely horrible from the consumer perspective/experience trying to solve a problem and being transferred 10-15 times from phone number to phone number trying to solve a problem. And after 2-1/2 hours, I still cannot link my Shell Credit card to this app. Shame on all these companies for not reviewing their processes to ensure a good customer experience.

The Shell Fuel Rewards app is helpful for basic use, but it’s missing a few important features. When viewing station locations, the app only mentions that Shell V-Power NiTRO+ Premium is available, but it doesn’t specify whether the octane rating is 91 or 93. This information is important for customers who require a specific fuel grade. Additionally, the Platinum Status tracker is not available within the app and can only be accessed through the website. It would be much more convenient if users could view their progress directly in the app. Overall, the app works great, especially using your phone to pay at the pump, but improving in-app details would make it much more user-friendly.

I've been using the Shell app for a few years, and it has always worked fine. However, a few weeks ago, likely after a version upgrade, I can no longer use it. I constantly get an error message saying my email or password is invalid, even though I can log in on the website without any issues. I tried the "forgot password" option and changed my password, but this process is impossible to do on a phone and only works on a laptop, which is another problem. Unfortunately, changing the password didn’t help, and even reinstalling the app didn't resolve the issue. This is incredibly frustrating. I am seriously considering switching to the ExxonMobil app, which works just fine. What kind of business are you running if you can't fix your app?

If you are a fuel rewards member, don’t use this app. Your only options are entering your alt id at the station or using a fuel rewards card. This app may seem to connect to your fuel rewards account, and may display the correct savings amounts and prompt you to use your corresponding discounts when paying at the pump, but upon accepting and fueling at the pump, you will realize that none of those rewards were applied. I have tried this multiple times and it scams me every time, the 4 fill ups for 5 cents off discount doesn’t even increment. I’m really disappointed as this would have been a great way to be able to use Apple Pay with fuel rewards and tack on additional savings, but unfortunately that’s not the case. I don’t see any point to this app as long as it scams me like this.

After many attempts, I still have not been able to get any rewards in my fuel rewards from this app. There is some type of disconnect. When I put in the pump number, put in my pen, never gives me the full rewards even though it is linked. The app takes the money directly from my bank, not a credit card and it does not give me the fuel rewards. Not only that, it charges me a credit card price even though it’s taking cash from my bank account I’ve been calling the number and back of the fuel rewards card I spoke to them many times. I was told to reboot the app to install and reinstall the app. Last time I did it I put in the wrong pin number and it froze the app. So I’m reinstall it and I’m going to give it one more chance I hope it works thanks please help

We filled my wife’s car for $48 this morning, and I just now went to put gas in my truck. I used the app to try to pay, but the pump would not do anything but say “Approved” and show the previous customer’s total when I repeatedly pushed the 87 octane button. I cancelled the transaction since the pump wouldn’t work, tried again, same thing, so I pulled to another pump. I am now getting the message “Purchase Limit Exceeded”. I waited for 30 minutes to talk to someone to verify that there is a three-transaction limit, and even cancelled transactions count. I am requesting a fix so that $0 transactions don’t lock up the ability to pay in the app. Thanks.

It seems every time there is a new update to the app, it signs me out and I have to login again. The problem is the app always crashes right after it asks you which vehicle you are driving gas or electric. No amount of uninstalling reinstalling works. It usually works itself out after a week or two but can be frustrating when attempting to use the app to pump gas. It happens every time there is an update. Also I have a problem with the gas minimum going from 5 gallons to 10 to quality for rewards status. My car only holds 13 gallons so I have to be on empty just to qualify but I run the risk of running out of gas. Can you please consider us that have smaller gas tanks.

Constantly does not work. CAA and Air Miles memberships will get disconnected or deleted randomly. Will not detect my GPS position at the pump. This is supposed to be a safer and convenient alternative to paying with your credit card, however, this has yet to be proven.

I used to love this app. Used it exclusively to pay for fuel because it was so convenient. Then one time the app returned the extra preauthorized amount and took it again. I assumed it was just a glitch and would reverse in a day or two. It didn’t and I went looking for my receipt and discovered I hadn’t been issued one. Figured this confirmed there had been a glitch and that once I contacted the company they would reverse it no problem. After exchanging multiple emails, phone calls to shell and my bank, and providing all of the evidence including a screenshot from my bank account to support my statement, my money was not returned, and the company essentially said my transaction never occurred and called it a day. I liked the app before this but now I won’t be using it and I warn other people against it because they do not stand by their own errors so the risk isn’t worth it.

The app does not store receipts for longer than 6 months. This is very inconvenient for individuals that are self-employed/commissioned and require copies of all the receipts at the end of the year. It would be ideal if it provided access to the most recent 18-24 months of receipts.

Love the app, but lately it won’t work when we go for gas. Either signs you out with a timeout, or needs something else redone. I drive away if I don’t really really need gas and go elsewhere.

“Something went wrong, please try again later”. When later? I am at the gas station! And: “We are aware of an issue loading AIR MILES data and are working on a fix. Please unlink and relink AIR MILES membership if issue persists.” And I can’t unlink because it’s don’t load this page!

Been having this issue for a few days now and there doesn’t seem to be a solution for it.

I keep needing to log out and log in again in order for pay at the pump to work. Then I have to set all my preferences again. Needs to be fixed.

It never recognizes that I’m at the car wash! Tells me to pull closer when I’m inches from the entrance. I always have to ask for a code to start.

I’ve been using or at least trying to use “easy pay” for the past 4 years. For whatever reason over the past year or so the “easy pay” never works when I’m at the gas station, but has no problem loading to pay when I get home. Seems a little shady. Lost out on at the very least 200+ bonus air miles because easy pay doesn’t work.

Annoying and frustrating app, don’t recommend because it’s a waste of time with minimal support.

Likely a DNS issue that it still not resolved. What is the point of having the app be available on the go if I can’t even spend my airmiles with it? Airmiles is only connecting when I’m on my home wifi. As soon as I am on mobile data it stops.

*****Update… developer only refers you back to customer service which does nothing. You ask a question> they don’t answer it<…. Just a run around… simply pathetic ***** See a lot of unhappy customers taking their time to report issues. Shell and their so called developers could care less. App indicates chat feature. Yet there’s no “ click the red button on the bottom right”. Yet there’s no “red button”. Send an email and shell passes the buck by saying “ you tried the chat outside chat hours”. Yet sending a screen shot showing it was with in the listed hours. They don’t care. Not to mention shell ripping the customer off of airmiles. They owe my airmiles account numerous airmiles they advertise in the store but don’t post to account, contact Shell does no good. The staff could care less if you support their job. CYA and get a receipt as you may need it. Don’t waste your time or device memory.

Can’t add a new payment method. When trying to pay at the pump it just throws an error. Ongoing problems for months. To the developer replying yo all the reviews, I will not give you my app details or the error I’m getting or call the 1-800 number provided in all of the other reviews. You have enough information and specific errors provided by numerous other users to fix. If that’s not enough then clearly your development team is incompetent.

I got this during covid and it worked great for 3 years. The last year though, it has had more problems than it’s worth. Constantly being updated ( right when you are at the pump) and out of the last 4 times I’ve tried to use it, it only worked once (for various reasons.) I’m probably going to switch to Esso or Petro and see if it’s better.

After updating to the newest addition of the updates my airmiles info can’t be pulled. Says it can’t load it. Now I’m missing 40+ airmiles and have been on hold for a long period. That’s almost 5$ worth of miles. Unacceptable.

App has not worked for past month, and not connecting air miles account.

I had use this app for about a month, and it worked fairly well. However recently I was at a station and prepaid for gas with Apple Pay. The money was deducted from my account but the transaction was cancelled at the pump, no explanation provided. No refund was issued for the failed transaction. I contacted Shell and provided them with the transaction details from my bank, but they refused to provide a refund, telling me I had to contact my bank. I will be deleting the app and giving my business to a different company. Not worth the trouble or the risk.

Just to pay for gas? Get the f* out of here. Edit: responding to the response. There’s literally no other app I’ve ever used (including for other gas stations) that requires this. It’s nonsensical.

First time use - tried to use pay at the pump -amount authorized and I filled the tank. Got back into the car. The app did not say anything. I drove my car and since my hands were too cold I stopped by the side to find my gloves. Check the app and it said transaction was cancelled by the store associate. I rushed into the store and the guy was like I thought you were driving off without paying. What if I hadn’t checked my phone again?? Not recommended.

Useless now since it requires an update running only on iOS 13 or higher. I cannot download a compatible version for my iPhone 6

I had an issue where I tried to use the app to purchase gas. The app locked up, however the phone proceeded with the $150 withdrawal. This was refunded when the transaction was cancelled. Shortly after the refund was corrected, once again withdrawing $150 from my account. Shell support has had these funds for 15 days. If you do choose to use the app, I would recommend a credit card instead of debit as you can dispute this with a cc company.

Hey there, just a suggestion but instead of asking everyone for more details why don’t you just go to the gas station and try the app for yourself?! I’m not sure what more detail people could provide?!Most of the time when I’m seeing that response it is crystal clear what they’re saying is the problem. It refuses to accept the card as a payment method when I try and enter it into the app and it will not do anything besides freeze up when I attempt to pay at the station. That should be pretty clear and not require any more details. I’ve also deleted the app and reinstalled so that suggestion will not be helpful.

Never works, takes too long for the attendees to authorize the pump and even when they do the app doesn’t work and I’m often left worried my cad is now going to be charged for gas I didn’t even receive.

Can’t use app for company fleet card but pump accepts

Please read RFC5322 and consider at least accepting common forms of email addresses, e.g. containing plus signs or even (the horror!) apostrophes. A basic pattern match is not sufficient.

App is so slow to respond when you’re at the pumps and it doesn’t recognize you when you’re in the lineup for the car wash it’s garbage

App doesn’t work for applying payment info. Can’t pay using app. Same issue on my partners Pixel 8 Pro.

I tried charging my BMW i3 in Parksville. LCD screen was washed out. 180 kW cable is crazy awkward. Started and cancelled itself three times. I called the number the app error message recommended, and it was wrong - the last digit was off by one so I was routed to a lab in NC that was wondering why they kept getting Shell’s customer service calls. I got through to the right number and the representative, who said the problem was probably due to the previous user not disconnecting properly (as a software engineer I thought that was a very poor comment on their charger software quality). He rebooted the pump, charged my card a fourth time, but still couldn’t get it to work. A woman drove up in a Rivian to another Shell charger 2 spaces down and couldn’t get it to work either. I can’t recommend the Shell system at this time.

The OTP verification isn't working so I'm unable to log in.unfortunately, support button also isn't working and opens blank page so it's impossible to get help. I've been a loyal shell customer for years, but these ongoing issues I may need start fueling somewhere else.. I'll be considering other options if this isn't resolved soon

Good app, but when I’m at the car wash it never loads and i can’t start my wash, wasting everyone’s time. Is it really that hard to fix a small problem?

No point without airmiles. Deleting app

Why do I have to scan 2or 3 different cards just to get my points and discounts? In 2026, it’s fill outdated. It’s like a playing a slot machine at the pump instead of having quick and convenient experience.

No more Air Miles. Scene Points are weak. Don’t bother using this to buy overpriced gas at Shell.

Should work at every shell at every pump.

Can u add support for gift so i can add it to app. Pls

Pump number and or new gas station location isn’t recognized and you can’t use the app

This is the worst app I have used. It has a 24 hour limitation on how many times you can place an order in app. Today I had to reposition my car since the nozzle wouldn’t reach and it cancelled the order. It then wouldn’t reapprove a new transaction in app nor at the counter. I was completely blocked from purchasing gas and didn’t have my physical cards on me because duh I have it all set up in the app. This isn’t the first time this happened. Usually if I tank up once in a day and attempt a second time I have issues with the order going through. Fix your app. I’m seriously considering finding a new gas provider. Stop wasting my precious time.

Failed to pay for unknown reasons and then lock she’ll pay for 24 hours.

Constantly unlinks Airmiles. After last update cannot even sign in anymore into Airmiles. And no, I am not going to call Shell customer service. Your IT team should troubleshoot from logs

The U.S. version app already has the ability to show fuel prices, why the Canadian version still lacks this feature???

Shell App doesn’t support changing email address. So you will need to create a new account from scratch, add payment card details, CAA membership, Air Miles etc.

After updating, it not work to link air miles