Frequently Asked Questions

Shell Fuel Card for Commercial Vehicles
 

1. Who can become a Shell Fuel Card customer?

Any registered business company in Malaysia can apply for a Shell Fuel Card.
 

2. Is there any joining fee or annual fee for Shell Fuel Card?

There are currently no fees charged.

3. How do I apply for a new Shell Fuel Card Account?

Apply for a new Shell Fuel Card account by following the simple steps below:

i. Download the Shell Fuel Card Application Form (English) or Shell Fuel Card Application Form (Bahasa Malaysia & Mandarin)

ii. Prepare the required documents – please see Question 4 below.

iii. Courier or mail both the completed Shell Fuel Card Application Form and required documents to the below address:

 

Attention: Card Deal Management

Shell Malaysia Trading Sendirian Berhad
Shell Fleet Solutions
Wisma Shell
3450, Jalan Teknokrat 3
63000 Cyberjaya
Selangor Darul Ehsan
Malaysia

4. What are the required documents to complete my Shell Fuel Card application?

The required documents depend on your business type:
 

a) Company Application (Sdn.Bhd. or Berhad)

• Complete Shell Fuel Card Application Form
• Form 9 & Latest Form 13
• Latest 3 Month’s Bank Statement
• Latest Audited Report
• Direct Debit Form
• Bank Guarantee is required upon request only

b) Sole Proprietor or Partnership

• Shell Fuel Card Application Form
• Photocopy of NRIC/MYKAD
• BE Form with bank statement/LHDN receipt or Business Registration Certificate, Maklumat Perniagaan & Pemilik and Form D/E
• Latest 3 months bank statement
• Direct Debit Form
• Bank Guarantee is required upon request only
  Note: Download the Direct Debit Form / Bank Guarantee Template / E-Pin Request Form.

c) Government Account

• Shell Fuel Card Application Form
• Official letter from the applying government body approving the application of Shell Fuel Card. please click to download
   

5. What is the difference between Menu V & W?

Menu V allows card holder unlimited transactions per day, while Menu W limits the card to only 2 transactions per day. You can refer to the Purchase Restriction Menu V & W.

 

Shell Fuel Card for Government Subsidised Diesel
 

1. What are the types of Subsidy Card that I can apply for?

You can choose between Postpaid Subsidy Shell Fuel Card and Shell Cash Card Subsidised Diesel.
 

2. What are the differences between Postpaid Subsidy Shell Fuel Card and Shell Cash Card Subsidised Diesel?

i. Postpaid Shell Fuel Card for Government Subsidised Diesel

• Enjoy 30 days credit
• Combine both subsidised and non-subsidised Diesel purchases in one card
• Secure transaction via Pin to deter unauthorised usage

ii. Shell Cash Card Subsidised Diesel

• Flexibility to set individual quota for every card
• No prepayment required
• Pay cash when you want to refuel
• Secure transaction via Pin to deter unauthorised usage
  
  

3. How do I apply for Subsidy Card Account?

i. Download the Shell Fuel Card Application Form (English) or Shell Fuel Card Application Form (Bahasa Malaysia & Mandarin)

ii. Prepare the required documents as below:

• Shell Fuel Card Application Form
• Photocopy of NRIC
• Business Registration Certificate or SSM Business Information
• Original MDTCA Subsidy Approval Letter

iii. Courier or mail both the completed Shell Fuel Card Application Form and required documents to the below address:

 

Attention: Card Deal Management

Shell Malaysia Trading Sendirian Berhad
Shell Fleet Solutions
Wisma Shell
3450, Jalan Teknokrat 3
63000 Cyberjaya
Selangor Darul Ehsan
Malaysia

 

4. Where and how do I obtain the approval of subsidy card from KPDNKK?

You will need to request for approval of subsidy card at https://www.kpdnhep.gov.my/diesel-bersubsidi-fleet-card. Be sure to read all the terms and conditions before applying for the approval from KPDNKK.

Shell Fuel Card Account Enquiries

1. Where is my Shell Fuel Card accepted in Malaysia?

Shell Fuel Card is accepted at all stations nationwide. To find the nearest location, please use our online Shell Station Locator here.
 

2. How do I change/update my Shell Fuel Card’s company address / PIC / contact number?

Download the Shell Fuel Card Change Customer Details Form and email the completed form to generalcardrequests-my@shell.com.
 

3. Can I change the company name?

We only allow change of company name if the business registration number remains the same. Please write in an official letter, attach with Form 13 and email them to generalcardrequests-my@shell.com. If the registration number does not match, you will need to apply for a new account.

To apply for a new Shell Fuel Card account, please refer to “New Customer > Shell Fuel Card Commercial Vehicles > Question No. 3” in this FAQ page

4. What is the difference between Menu V & W?

Menu V allows card holder unlimited transactions per day, while Menu W limits the card to only 2 transactions per day. You can refer to the Purchase Restriction Menu V & W.
 

5. How do I register for E-PIN?

The authorised PIC of your Shell Fuel Card account will require to download the Shell Fuel Card E-PIN Registration Form here and email the completed form to generalcardrequests-my@shell.com for easy & fast pin retrieval within 48 hours.
 

6. How do I get my card pin number if I lost or forgotten it?

The authorised PIC of your Shell Fuel Card account can log on to Shell Fleet Hub to reissue the pin number at any time. We encourage you to register for E-Pin for easy & fast pin retrieval within 48 hours. Click here for the Manual Guide.
 

7. How do I add / replace / cancel or change card limit/product for Shell Fuel Card?

The authorized PIC of the Shell Fuel Card account may log into the Shell Fleet Hub website to make all the said changes

• Create Card 
• Replace Card
• Cancel card
• Block Card
• Update Product or Limit for Card

7a. For an alternative to Shell Fleet Hub create card function, to apply for new cards under your existing account. Please follow the steps below:-

(*Note: Only requests from registered email address will be accepted. For faster card cancellation, please use Shell Fleet Hub.)

i. Click on Add New Shell Fuel Card
ii. A pop up box will appear for you to key in your name and email address
iii. Input the validation code sent to your email.
iv. Click on continue
v. Fill in the form and click on the finish button.

7b. To add / replace a subsidy card, please follow the simple steps below:

i. Download the Shell Subsidised Diesel Cash Card Request Form.
ii. Email the completed Shell Subsidised Diesel Cash Card Request Form to generalcardrequests-my@shell.com

7c. For an alternative to Shell Fleet Hub cancel card function. Please follow the steps below:-

(*Note: Only requests from registered email address will be accepted. For faster card cancellation please use Shell Fleet Hub.)

i. Click on Cancel Shell Fuel Card
ii. A pop up box will appear for you to key in your name and email address
iii. Input the validation code sent to your email
iv. Click on continue
v. Fill in the form and click on the finish button.

8. How do I cancel my Shell Fuel Card if it is lost or stolen?

The authorised PIC of your Shell Fuel Card account may log on to Shell Fleet Hub to cancel your Shell Fuel Card or call our Customer Service Team at 1300 22 8181 and choose option “1” for card blocking service.
 

Payment Related Enquiries

1. How can I make payment for my Shell Fuel Card Invoices?

Payment for Shell Fuel Card Invoices can be performed via the following authorised channels:

i. CIMB Bank Collect Service
ii. Cheque and Electronic Fund Transfer (EFT) payments to Standard Chartered Bank Malaysia Berhad
iii. Direct Debit

2. Is credit card payment allowed?

This payment method is not available.
 

3. How do I make payment via CIMB Bank Collect Service?

You can make cheque or cash payment using CIMB Bank Collect Service. The CIMB Bank Collect Service number can be found below the company registration number on the invoice – see sample of invoice here. You are advised to make payments before the due date to avoid any service interruptions.
 

4. How do I make payment to Standard Chartered Bank Malaysia Berhad?

You can make cheque and Electronic Fund Transfer (EFT) payments to Standard Chartered account number 312157320063. You are advised to make payments before the due date to avoid any service interruptions. Please indicate the invoice number and Shell Fuel Card account number on the back of the cheque. If you are making the payment via EFT, please indicate the invoice number and Shell Fuel Card account number in the Transaction Instruction – “Enter Recipient Reference” portion.
 

5. How do I register for Direct Debit and when will the payment be debited from my account every month?

Download the Direct Debit Authorisation Form and send the completed form to the below address. Monthly outstanding will be deducted every month on the due date.

Attention: Card Deal Management

Shell Malaysia Trading Sendirian Berhad
Shell Fleet Solutions
Wisma Shell
3450, Jalan Teknokrat 3
63000 Cyberjaya
Selangor Darul Ehsan
Malaysia

 

6. When will the Direct Debit take effect?

You will receive an email from Shell and your designated bank respectively once your Direct Debit application has been approved.

i. If the payment method on your Shell Fuel Card invoice is stated as Direct Debit, then no action is required.
ii. If the payment method on your Shell Fuel Card invoice is stated as cheque, please continue making payment via the authorised channels.
 

7. When will the payment be debited from my account?

For payments by Direct Debit, the payment will be debited directly from your designated bank account on the payment due date. If this date falls on a Saturday, Sunday or public holiday the direct debit transaction will be processed on the next working day.
 

8. What if my Direct Debit bank account has insufficient funds on the due date?

Please note the following steps that will occur if there is an unsuccessful Direct Debit attempt on the due date:

i. The bank will attempt to debit your account for the invoice amount after 3 working days.
ii. If still unsuccessful, your Shell Fuel Card account could be blocked until payment is received.
 

9. How long does it take for my payment to be cleared?

Please click here for the timeline of payment and reactivation of your Shell Fuel Card account.

Registration to Shell Fleet Hub Training

Shell Fleet Hub Related Enquiries

1. What can I do with my Shell Fleet Hub access?

The authorised PIC of your Shell Fuel Card account can manage the account:

i. Add, replace, cancel and temporary block cards
ii. Change cards velocity and product restrictions
iii. View transactions
iv. Download or view e-invoices
v. Run reports

2. How long does it take for my transactions to be displayed in Shell Fleet Hub?

You can view your transactions in Shell Fleet Hub within 5-10 minutes after card usage.
 

3. What are the benefits of e-invoicing?

Enjoy the convenience of viewing your statements anytime, anywhere from the comfort of your home, office or on your mobile phone.
 

4. I have not received my invoice. Where can I get a copy?

You can either:

i. Download your invoice from Shell Fleet Hub or
ii. The authorised PIC of your Shell Fuel Card account may call our Customer Service to request for a copy of your invoice.

5. What if I’m not registered for e-invoicing?

You do not need to be registered for e-invoicing. Once you have registered for Shell Fleet Hub, you will automatically be able to download your e-invoices with your access. If you have not registered for Shell Fleet Hub, download the Shell Fleet Hub Registration Form and email the completed form to generalcardrequests-my@shell.com.
 

Shell Fleet Hub Login
 

1. What is the Shell Fleet Hub portal address?

https://www.fleethub.shell.com
 

2. I do not have Shell Fleet Hub access. How do I register for Shell Fleet Hub?

Download the Shell Fleet Hub Registration Form and email the completed form to generalcardrequests-my@shell.com.
 

3. How do I reset my password for Shell Fleet Hub?

Visit https://www.fleethub.shell.com and click on “Forgot Password?”. You will receive an email to reset your password immediately.
 

4. How do I change the admin user (PIC) for Shell Fleet Hub?

Download the Shell Fleet Hub Registration Form and complete Section B of the form. Email the completed form to generalcardrequests-my@shell.com.