Welcome to Shell Malaysia Customer Support
Shell App
Can I pre-set the fuel amount in the Shell App?
Can I pre-set the fuel amount in the Shell App?
Yes, you can either enter your preferred fueling amount (in round numbers) or select from the available preset amounts.
How do I link my card to the Shell App?
How do I link my card to the Shell App?
You can manage your payment methods by visiting Account > Manage Payment Methods.
Select Add new payment method
Select Debit/Credit card
Enter your Debit/Credit card details
A One Time Password (OTP) code will be sent via SMS to your mobile phone number. Enter your OTP code to link the card. Alternatively, your bank may require you to perform secure verification via your bank's mobile app.
Once successful, your Debit/Credit card will be linked to your Shell App account. You can now pay for fuels using the Shell App from inside your vehicle.
For faster and more convenient payments, we recommend enabling biometric authentication on your device.
What If I pre-set my fuel amount in the Shell App for RM60 but my final fueling amount is only RM55?
What If I pre-set my fuel amount in the Shell App for RM60 but my final fueling amount is only RM55?
Once you have completed the fueling, the final completion amount will be sent to your card bank issuer. Any unutilised balance will be refunded to your account within 5 business days.
For this case, pre-authorisation amount at RM60 will still apply but you will only be charged RM55, with the unutilised balance of RM5 will be refunded by the bank within 5 business days (depending on the merchant bank).
Why I am charged more than the amount that I fill up?
Why I am charged more than the amount that I fill up?
If you have pre-set the amount for your fill up using Shell App, there will be a pre-authorisation hold of the same amount to verify that the card is active and has sufficient credit prior to the transaction.
The amount of the pre-authorization is not a charge and no funds are debited from your card account, but the available balance on the card is temporarily reduced. Please note that this process may take 3-5 working days (according to your bank's policy) and thereafter only will the amount be released back to you and you will be charged for the correct amount that you filled up.
If you do not receive the balance amount back within the stipulated timeline, please contact your card issuer bank since the amount is withhold by the bank and you would need to raise a dispute with them, if necessary.
How do I use my voucher for fuel payment?
How do I use my voucher for fuel payment?
You can use your vouchers in the Shell App in two ways:
Pay for Fuel – Select and apply your available fuel vouchers before confirming your transaction.
Pay at the counter – Go to My Card, select your voucher(s) or rewards, and present your Shell App QR code to the cashier for scanning. The selected voucher(s) or rewards will be automatically applied to your purchase.
How to change my registered email address in Shell App?
How to change my registered email address in Shell App?
You can update your registered email address in the Shell App by navigating to Account > View and Edit Profile > Personal Information.
Select the Email Address field and follow the on-screen instructions to complete the update.
How can I change my registered mobile number in the Shell App?
How can I change my registered mobile number in the Shell App?
Changing a registered mobile number is currently not supported in the Shell App.
If you wish to use a different mobile number, you will need to register a new Shell App account.
If you require assistance with deleting your existing account before creating a new one, please email us at MYShellApp@shell.com or submit a request via the Ask Us Anything | About Us webform.
When submitting a support ticket, please select the following options:
1. Shell App
2. Membership / Account Management
3. Registration Queries
Once the account deletion has been completed, please allow 7 days before registering a new Shell App account.
Note: Any account-related data, rewards, or preferences linked to the deleted account may no longer be accessible after account deletion.
I am unable to log in to the Shell App. What should I do?
I am unable to log in to the Shell App. What should I do?
If you are unable to log in to the Shell App, please try the following troubleshooting steps:
Uninstall the Shell App from your device.
Clear your device's cache, browsing history, and cookies.
Ensure SMS messages from 63001, 61750, 62003, or 62033 are not blocked on your device.
Reinstall the latest version of the Shell App.
Ensure you are using mobile data and connected to a Malaysian mobile network.
If you are using a dual-SIM device, verify that your Malaysian SIM is selected as the default SIM for SMS.
Disconnect from any Wi-Fi or VPN connections.
Contact your mobile service provider to confirm that SMS messages from 63001, 61750, 62003, or 62033 are not being blocked.
Test with another device by inserting your SIM card into a different phone, or use another SIM card in your current device.
Please note that OTPs may not be received if your device is connected to a network outside Malaysia, or if you are using a Wi-Fi or VPN connection.
If you continue to experience login issues after completing the above steps, please email us at MYShellApp@shell.com or submit a request via the Ask Us Anything | About Us webform.
When submitting a support ticket, please select the following options:
1. Shell App
2. Membership / Account Management
3. Registration Queries
I am unable to redeem points or vouchers in the Shell App. What should I do?
I am unable to redeem points or vouchers in the Shell App. What should I do?
If you are unable to redeem points or vouchers in the Shell App, please try the following:
1.) Verify that the voucher is still valid and has not expired.
2.) Check that you are using the latest version of the Shell App.
3.) Close and reopen the Shell App, then try again.
4.) Ensure your internet connection is stable.
If the issue persists, please email us atMYShellApp@shell.com or submit a request via the Ask Us Anything | About Us webform.
When submitting a support ticket, please select the following options:
1. Shell App
2. Membership / Account Management
3. Registration Queries
How can I change my BonusLink card linked to the Shell App?
How can I change my BonusLink card linked to the Shell App?
You may change your linked BonusLink card in the Shell App at any time by following these steps:
Select "My Card" from the bottom menu.
Tap "Change Card" and enter the BonusLink card number you wish to link to your Shell App account.
Tap "Next" to complete the update.
Your new BonusLink card will then be linked to your Shell App account.
If you are unable to change your card successfully, please contact BonusLink directly by submitting a request through their webform:
Is pre-authorisation applied in Shell App?
Is pre-authorisation applied in Shell App?
Yes, pre-authorisation applies to all fuel purchases made via Shell App.
Pre-authorisation is a temporary hold of a specific amount from the available balance on the payment card. It is used to verify that the card is active and has sufficient available funds prior to dispensing fuel.
Can I pay using the Shell App for shop purchases at the station?
Can I pay using the Shell App for shop purchases at the station?
At the moment, Shell App payment for in-store purchases is not available. However, you can still use the Shell App to earn BonusLink points or redeem rewards when making purchases at Shell Select.
To earn points:
1. Select My Card
2. Click on Display QR
3. Show the QR code to the cashier for scanning
4. After payment is completed, any BonusLink points earned will be awarded instantly.
To redeem rewards:
1. Select My Card
2. Select the Voucher or Reward you wish to redeem
3. Click on Display QR
4. Show the QR code to the cashier for scanning
5. The Voucher or Reward will be applied to your transaction if it meets the qualifying criteria.
After payment is completed, any BonusLink points earned will be awarded instantly.
How do I earn points using Shell App?
How do I earn points using Shell App?
To earn BonusLink Points, simply use the Pay for Fuel feature in the Shell App.Alternatively, present your Shell App QR code when making payment at the counter.
What can I do with my Bonuslink points in Shell App?
What can I do with my Bonuslink points in Shell App?
Easily convert your BonusLink points into exciting vouchers and exclusive offers available in the Shell App catalogue.
How can I change my registered name in the Shell App?
How can I change my registered name in the Shell App?
Name change requests can be processed subject to verification.
Please email us at MYShellApp@shell.com or submit a request via the Ask Us Anything | About Us webform
When submitting a support ticket, please select the following options:
1. Shell App
2. Membership / Account Management
3. Registration Queries
I do not have access to my registered phone number in Shell App. I cannot get the OTP to sign in. What should I do?
I do not have access to my registered phone number in Shell App. I cannot get the OTP to sign in. What should I do?
Please note that the Shell App is currently undergoing system enhancement, and the update/change mobile number feature is temporarily unavailable until further notice.
In the meantime, you may create a new Shell App account using your new phone number and a different email address.
If you wish to use your existing email address and Bonuslink account, submit a support ticket through our contact form for further assistance.
Contact Form link: Ask Us Anything | About Us
When submitting a support ticket, please select the following options:
Shell App
Membership / Account Management
Update Account Information
Why am I not able to change Bonuslink Card in Shell App?
Why am I not able to change Bonuslink Card in Shell App?
This issue may be due to a mismatch between the phone number registered in the Shell App and BonusLink.
Kindly contact BonusLink at +603 7626 1000 or submit an enquiry online at https://mybonuslink.zendesk.com/hc/en-us/requests/new to update your phone number.
Once updated, you may proceed to change your card in the Shell App.
Why am I being charged for RM1 when I add my bank card?
Why am I being charged for RM1 when I add my bank card?
The RM1 amount is a pre-authorisation hold placed by your card-issuing bank when you add a new card. This is a standard security check to verify that your card is valid and active.
Please note that this is not an actual charge. The amount is temporarily held and will be automatically released back to your account, regardless of whether the card tokenisation is successful or not.
If the amount is not released, kindly contact your card-issuing bank for further assistance.
How to delete my Shell App account?
How to delete my Shell App account?
You can delete your Shell App account at your convenience by following these steps:
Select Account on the bottom right of the app
Tap Settings
Select Delete Account
Please ensure you read and understand the disclaimers before proceeding with account deletion.
Why can't I re-register my Shell App after it has been deleted?
Why can't I re-register my Shell App after it has been deleted?
Following account deletion, customers must wait 7 days before re-registering for a Shell App account. Any attempt to re-register within this waiting period may result in an error message.
How do I request an e-invoice for my Shell App transaction?
How do I request an e-invoice for my Shell App transaction?
Customers may request the final receipt from the station after fuel completion. The e-invoice QR code will be available at the bottom of the receipt for scanning and submission.
How do I view my transactions made on Shell App?
How do I view my transactions made on Shell App?
You can view your transaction history by going to Account > Transactions in the Shell App.
How to pay using the Shell App?
How to pay using the Shell App?
The Pay for Fuel feature allows you to pay for your fuel directly within the Shell App, without visiting the cashier counter.
Steps to Pay for Fuel:
Enter your pump number.
Enter your preferred fueling amount (in round numbers) or select from the available preset amounts.
Confirm your payment.
Begin fueling your vehicle.
Before you proceed, kindly ensure to:
Read the safety message
Enable BUDI for subsidy transactions
Check your preferred fuel type (e.g. FuelSave 95 or FuelSave Diesel)
Check and apply any available fuel vouchers that you wish to use
Can I add more than one card to the Shell App?
Can I add more than one card to the Shell App?
Yes, you can add multiple cards in the Shell App by going to Account > Manage Payment Methods.
For step-by-step guidance, please refer to the How do I link my card to the Shell App in the FAQ.
What If I pre-set my fuel amount in the Shell App for RM60 but my final fueling amount is RM55 and in that I use RM30 Shell voucher to pay?
What If I pre-set my fuel amount in the Shell App for RM60 but my final fueling amount is RM55 and in that I use RM30 Shell voucher to pay?
Once you have completed the fueling, the final completion amount will be sent to your card bank issuer immediately to calculate the unutilised balance.
In this example, the unutilised balance of RM35 (RM60 – RM55 + RM30) will be refunded to the customer within 5 working days (depending on the merchant bank).
What if I accidentally selected the wrong Pump Number when performing payment using the Shell App?
What if I accidentally selected the wrong Pump Number when performing payment using the Shell App?
If you selected the wrong pump number after authorising a pump with the Shell App, you may cancel the transaction before fuelling.
On the "Pump is ready" screen, click on the 'Cancel Fuelling' button to cancel the transaction.
Please note a transaction cannot be cancelled once the nozzle is lifted and/or fuelling has started.
Other Shell App sections
Contact information
Service Stations and Shell App Customer
Service Stations and Shell App Customer
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Shell Fleet Card
Shell Fleet Card
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Shell Recharge
Shell Recharge
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