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?

Effective 1st April 2023, Shell will impose an account service fee of RM25.00 for all active Shell Fuel Card accounts. This account service fee will be charged to your Shell Fuel Card invoice once a year.

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:
 

i. 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
• Bank Guarantee is required upon request only

ii. 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
• Bank Guarantee is required upon request only
  

iii. 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 Electronic 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. 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

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 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.

1. What is an Electronic Direct Debit application?

Electronic Direct Debit (e-direct debit) application refers to electronically applying for direct debit facility to make payments for your Shell Fuel Card invoices.
 

2. Why is Shell changing from physical form of direct debit application to e-direct debit application?

With the evolution of the financial system in Malaysia, PayNet has provided a solution for the e-direct debit application to be enabled, which provides an easier and faster way of application for Shell Fuel Card customers.
 

3. How will payment via direct debit benefit me as a Shell Fuel Card customer?

Opting for payment via direct debit helps to:

i. Reduce card-blocking incidents due to untimely payments as invoice amount is debited from your authorised bank account as per invoice due date.

ii. Ensure successful payment is reflected faster and accurately.

iii. Avoid potential payment delays due to payment errors (e.g. providing incorrect Shell Fuel Card account number, or bank account number is not clearly specified).

iv. Avoid risk of incurring late payment charges.
 

4. How do I apply for e-direct debit?

Please reach out to our Shell Fleet Solutions Customer Service Centre at 1300 22 8181 or email generalcardrequests-my@shell.com to initiate the e-direct debit application.
 

5. Will there be any charges when applying for e-direct debit?

As part of the e-direct debit application process, RM1.00 will be deducted from your bank account upon successful authorisation of the mandate. The RM1.00 will be credited into your Shell Fuel Card account and will be reflected in your next billing summary.
 

6. How does e-direct debit application work?

The e-direct debit mandate authorisation link is sent to the email that is registered with Shell Fleet Solutions. Upon receiving the e-direct debit mandate email, the authorised person that handles your company’s banking matters will need to click on the mandate link to verify and initiate the authorisation process.

Upon successful authorisation of the mandate, RM1.00 will be deducted from your bank account. The RM1.00 will be credited into your Shell Fuel Card account and will be reflected in your next billing summary.

Once the mandate is successfully authorised, Shell will be able to automatically debit the required amount on the due date as stated in your Shell Fuel Card monthly invoice.

Please click here for reference.
 

7. When will Shell direct debit my account?

Your account will be debited on the due date stated in your invoice. If your due date falls on a weekend or public holiday your account will be debited on the next working day. Eg. If your due date falls on Saturday December 19^th, 2020, your account will only be debited on the Monday December 21st, 2020.
 

8. Can I use my personal bank account to apply for direct debit?

No, you will not be able to use a personal bank account to apply for direct debit.

As stated in the Shell Fuel Card Terms & Conditions, only the Principal Cardholder shall pay the invoice from Shell. No party other than the Principal Cardholder shall pay the invoice without the prior consent of Shell. Please refer to the Shell Fuel Card Terms and Conditions here.
 

9. I am unable to find my bank name in the e-direct debit application form. Am I still able to apply for e-direct debit?

Please refer to the list of participating banks here. 

If your bank name is not listed in the list of participating banks, please reach out to our Shell Fleet Solutions Customer Service Centre at 1300 22 8181 or email generalcardrequests-my@shell.com.
 

10. My company requires more than one person to authorise the mandate. Is this possible with the e-direct debit process?

Yes, the e-direct debit process allows more than one authorised person to authorise the mandate. Please follow the instructions during the authorisation process upon clicking on the mandate authorisation link.

If you are unable to authorise the mandate, you may be required to reach out to the applicable bank for further investigation. Alternatively, you may reach out to our Shell Fleet Solutions Customer Service Centre at 1300 22 8181 or email generalcardrequests-my@shell.com for assistance.

For a step-by-step guide on how to authorise the e-direct debit mandate, please click here.
 

11. Why am I unable to change the maximum amount per direct debit transaction in the e-direct debit mandate details?

The maximum amount is set per transaction to avoid any payments from being rejected as your Shell Fuel Card invoice amount fluctuates on a monthly basis. Shell will only debit the amount as per your Shell Fuel Card invoice of the month.
 

12. What does the “Maximum Frequency” of four (4) times mean in the direct debit mandate?

The maximum frequency is the number of attempts that Shell can perform in a month to debit your bank account for the amounts due as per your Shell Fuel Card invoices.

i. For customers with one (1) billing cycle, Shell will debit your account once a month. However, if the first debit attempt fails Shell will attempt to debit your account a second time.

ii. For customers with two (2) billing cycles Shell will debit your account once for each billing cycle and if the first debit fails Shell will attempt a second time for each billing cycle. Shell will initiate a second attempt to debit the required amount within three (3) working days.

A processing fee of RM5.00 will be charged for every unsuccessful direct debit attempt.

We strongly encourage our customers to ensure there is sufficient amount in the authorised direct debit bank account prior to their Shell Fuel Card invoice due date.

 

13. When will the direct debit payment method take effect?

Please refer to Page two (2) of your Shell Fuel Card invoice to confirm that direct debit has been updated as your preferred payment method.

i. If the payment method on your Shell Fuel Card invoice is stated as Direct Debit, then direct debit payment is in effect and no action is required from you.

ii. If the payment method on your Shell Fuel Card invoice is stated as cheque, please continue making payment via the authorised channels.

For illustration, please click here.
 

14. What happens if my direct debit bank account has insufficient funds?

If the bank account has insufficient funds on your Shell Fuel Card’s invoice due date, the direct debit transaction attempt will be unsuccessful. You will receive a notification from your bank on this failure.

We strongly advise that you ensure there are sufficient funds available in the bank account prior to your invoice due date. Shell will initiate a second attempt to debit the required amount within 3 working days.

If debit transaction is unsuccessful on the second attempt, your Shell Fuel Card account will be blocked until full payment is received.
 

15. Will I be informed when Shell debits my bank account?

You will receive a notification from Shell that your bank account will be debited three (3) working days before your Shell Fuel Card invoice due date.

We strongly encourage you to ensure that sufficient funds are available during this time to avoid potential unsuccessful direct debit transactions.
 

16. How will I know if my payment via direct debit is successful?

You can check via the following method:

i. Check the notification from your bank

ii. Self-check your bank account

iii. Refer to Shell Fleet Hub
 

17. How will I know if my payment via direct debit is unsuccessful?

Your bank will contact you if direct debit is unsuccessful or you may contact our Shell Fleet Solution Customer Service at 1300 22 8181 for assistance.
 

18. Can I still make manual payments for my Shell Fuel Card invoices after my direct debit application is successful?

We do not encourage manual payments once your direct debit application is successful to avoid potential occurrence of overpayments as the direct debit transaction will occur automatically on a fixed date according to your billing cycle.
 

19. What if my e-direct debit application is rejected?

Kindly contact our Shell Fleet Solutions Customer Service at 1300 22 8181 for further assistance.
 

20. Please refer to the steps you should take when you receive email notifications regarding your e-direct debit application:

i. E-Direct Debit Mandate Pending Authorisation

• Email subject: Shell Fuel Card E-Direct Debit Mandate Pending Authorisation.
• What you should do: Please ensure that you are the authorised person to manage your company’s banking matters. The authorised person must verify the details and initiate the authorisation process by clicking on the mandate link within the email.

ii. E-Direct Debit Mandate Cancelled

• Email subject: Shell Fuel Card E-Direct Debit Mandate Cancelled.
• What you should do: Contact Shell Fleet Solutions Customer Service Centre at generalcardrequests-my@shell.com to reapply.

iii. E-Direct Debit Mandate Rejected

• Email subject: Shell Fuel Card E-Direct Debit Mandate Has Been Rejected
• What you should do: Refer to the “Status” stated in the rejection email for possible reason(s) of rejection.

If status states a timeout-related reason, please try to authorise the e-direct debit mandate again by clicking on the authorisation link that was sent earlier.

Note: Ensure you are the authorised person to manage your company's banking matters. If you are not the authorised person to do so, please forward the mandate authorisation link to the authorised person.

If status states any other reasons not timeout-related, please contact Shell Fleet Solutions Customer Service Centre at generalcardreqests-my@shell.com.


21. How do I cancel or terminate my e-direct debit application?

Please send an email to generalcardrequests-my@shell.com.