Your guide to Shell Energy self-service tools

We’ve put together this handy guide to outline all the self-service resources we have available to make sure you can manage your account in the best and most efficient way possible.

How to manage your online account

If you’d like to make a payment, submit meter readings or view your bill, you can do this all on your online account. Simply log in to your energy account with your email address (the one that's registered to your Shell Energy account) and your password.

In your online account, you’re also able to:

• View your past readings
• Change your tariff
• Adjust your monthly direct debit
• Update your phone number and bank details
• Make a payment
• Set up a Direct Debit
• Tell us you’re Moving Home
• View your Account Summary
• View your monthly bills and payments
• Track how much energy you're using
• Get energy saving tips and more in My Energy
• Book a smart meter appointment (if you’re eligible)

Understand your usage with My Energy

My Energy is our handy online feature that is designed to help you understand the energy you’ve used at home and how you can save money. It provides graphs to show you how much energy you're using and compare your usage to others in similar homes, in order to help you save.

Once we’ve received at least two consecutive months’ worth of meter reads from you, you’ll be able to unlock all the features in My Energy and enjoy full access to our energy saving tools to help you start saving your energy, and money.

Log in to your online account and start saving with My Energy.

Download the Shell Energy app

Managing your energy has never been easier than with the Shell Energy app. Our free-to-use app is available for both iPhone and Android users, and you can download it from the Apple App Store or Google Play Store. You'll be able to manage your account and contact our team directly from your mobile via our app.

What can I do in the app?

• Submit meter readings
• Delete reads up to 24 hours after submitting them
• Make a payment
• Change your tariff
• Adjust your monthly direct debit
• Change and update your marketing preferences
• Change to e-billing or paper bills
• Book a smart meter appointment (if you’re eligible)
• Contact us directly through the app, either by chat or by email.

What can I see in the app?

• Your previous and current bills and payments
• Your current tariff details
• All available tariffs
• Your payment method and the date your next payment is due
• Your current account balance
• When your current fixed tariff is coming to an end
• Emergency information
• Your details (email, phone number, account number, supply address)
• If you have a smart meter, you can see even more, including your monthly, weekly, daily usage data and track your spend. You'll also be able to change your smart meter read frequency from half-hourly, daily, or monthly (half-hourly is recommended), as these help us better understand how you use your energy.

Simply log in using the same email address and password you use for your online account. And if your smartphone has a fingerprint scanner or facial recognition functionality, you won’t have to worry about forgetting your password when logging into our app ever again. Learn more about how to log in to the Shell Energy app.

Broadband customers

If you’d like to view your bill, make a payment, manage your account, tell us you’re moving home or upgrade your broadband package - you can do this all via your online account. All you need to do is log in to your broadband account with your email address (the one that is registered to your Shell Energy account) and password.

Shell Energy help articles

We’ve got all the answers to frequently asked questions and queries, and much more, in the Help section on our website. Simply search your query in the search bar to find the information you’re looking for.

Open Help

How to contact our customer service team

Online chat

The quickest way to speak to our team is to use our online chat. You can do this directly from our website by clicking the blue 'Help' icon in the bottom right corner of your screen, or from your mobile phone via the Shell Energy app.

Social media

Send us a message or use the hashtag #AskShellEnergy on Facebook and Twitter, and we’ll get back to you as soon as possible.

Email

You can email us at: customer.service@shellenergy.co.uk