Welcome to Shell Malaysia Customer Support
Shell App
Is it safe to use the Shell App at the station?
Is it safe to use the Shell App at the station?
Yes, you may use the Shell App safely at the station while you are in your vehicle, or at the Shell store. Once payment is complete, kindly put away your mobile phone. Do not use your mobile phone while refuelling, or while walking or driving.
Kindly refer to the safety signages at the station, or in the Shell App for further details.
How to pay using the Shell App?
How to pay using the Shell App?
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For Pay for Fuel feature, you can perform transaction in the car without going to the counter.
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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 (depending on the merchant bank) 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 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. 1. Select Add new payment method 2. Select Debit/Credit card 3. Enter your Debit/Credit card details 4. A One Time Password (OTP) code will be sent via SMS to your mobile phone number. Enter your OTP code to link the card. 5. 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. |
Can I add more than one card to the Shell App?
Can I add more than one card to the Shell App?
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Yes, you may add more than one card to the Shell App by selecting Account > Manage Payment Methods. 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. |
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?
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You may use the Shell App to earn BonusLink points or redeem rewards for purchases made in Shell Select. To earn points:
To redeem rewards:
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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?
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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. |
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). |
Can I pre-set the fuel amount in the Shell App?
Can I pre-set the fuel amount in the Shell App?
| Yes, we have a pre-set fuel amount of RM10, RM 40, RM60, RM80, RM100, RM130 and *full tank *Full tank refers to RM200. |
How do I use my voucher for fuel payment?
How do I use my voucher for fuel payment?
| Any available vouchers will be auto applied to your Shell App. When confirming payment details for Pay for Fuel, you may select 'Edit' at Fuel rewards to apply your voucher for your fuel purchase. |
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. |
How do I view my transactions made on Shell App?
How do I view my transactions made on Shell App?
| You may visit Account > Transactions to view your transaction history |
Other Shell App sections
Contact information
Service Stations and Shell App Customer
Service Stations and Shell App Customer
Need help? We're here for you! Whether you have a quick question or need detailed support, we have several ways to connect:
Frequently Asked Questions: Explore our Frequently Asked Questions for quick solutions to common queries
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Shell Fleet Card
Shell Fleet Card
Please send your enquiry to generalcardrequests-my@shell.com
Our operation hours, Monday to Friday: 8:30 AM – 6:00 PM excluding public holidays.
Shell Recharge
Shell Recharge
Please contact Shell Recharge at 1300-88-1808 and press 1 after selecting the languages.