Frequently Asked Questions

Shell Card for Commercial Vehicles
 

1. Who can become a Shell Card customer?

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

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

There are currently no fees charged.

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

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

i. Download the Shell Card Application Form (English) or Shell Card Application Form (Bahasa Malaysia & Mandarin)
ii. Prepare the required documents – please click for list of required documents
iii. Courier or mail both the completed Shell Card Application Form and required documents to the below address:

 

Attention: Card Deal Management

Shell Malaysia Trading Sdn Bhd
No. 211, Jalan Tun Sambanthan,
50470 Kuala Lumpur,
Wilayah Persekutuan,
Malaysia

 

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

The required documents depend on your business type:
 

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

• Complete Shell 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 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 Card Application Form
• Official letter from the applying government body approving the application of Shell 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 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 Card and Shell Cash Card Subsidised Diesel.
 

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

i.  Postpaid Shell 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 Card Application Form (English) or Shell Card Application Form (Bahasa Malaysia & Mandarin)

ii.  Prepare the required documents as below:

• Shell Card Application Form
• Official letter from the applying government body approving the application of Shell Card Subsidy.

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

 

Attention: Card Deal Management

Shell Malaysia Trading Sdn Bhd
No. 211, Jalan Tun Sambanthan,
50470 Kuala Lumpur,
Wilayah Persekutuan,
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 Card Account Enquiries

1. Where is my Shell Card accepted in Malaysia?

Shell 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 Card’s company address / PIC / contact number?

Download the Shell 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 Card account, please refer to “New Customer > Shell 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 Card account will require to download the Shell Card E-PIN Request 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 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 Card?

The authorized PIC of the Shell 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 Card if it is lost or stolen?

The authorised PIC of your Shell Card account may log on to Shell Fleet Hub to cancel your Shell 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 Card Invoices?

Payment for Shell 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 Card account number on the back of the cheque. If you are making the payment via EFT, please indicate the invoice number and Shell 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 Sdn Bhd
No. 211, Jalan Tun Sambanthan,
50470 Kuala Lumpur,
Wilayah Persekutuan,
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 Card invoice is stated as Direct Debit, then no action is required.
ii. If the payment method on your Shell 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 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 Card account.

Shell Fleet Hub Related Enquiries

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

The authorised PIC of your Shell 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 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.