Welcome Colorado Energy, Daligas, GOTO Energy, Green & Pure Planet customers
By: Shell Energy
21 Feb 2022
Last updated 09:00 Monday 21 February
Over 460,000 (85%) of our new customers have now received their first bill. If this includes you, going forward your bills will appear monthly in your online account.
An update for Green customers
If you were in debit with Green and have made payments to them since receiving your final bill, these payments will go towards covering that balance. That means you won’t see this credit on your Shell Energy account.
We believe all extra payments have now been transferred over to Shell Energy accounts. If you think that, for any reason, yours hasn’t been moved over, please get in touch. We’re going to investigate all interim payments and will provide you with another update soon.
An update for Pure Planet customers
Pure Planet is closing down its website, app and other channels on Wednesday 23 February. To download your final bill, and for answers to other questions you might have, please be sure to visit the website before then.
We’ve now sent out your first bill, which will show your credit balance (if you have one). You should receive a notification to log into your account, where you can see it.
If you haven’t had your bill yet, rest assured, we’re working on it. You can expect to receive this in early March.
An update for Daligas customers
If you have an active Direct Debit with Daligas, we’ll be contacting you shortly to let you know that we’re transferring your Direct Debit over to Shell Energy. If you’ve cancelled your Direct Debit, you can set up a new one quickly and easily in My Account.
An update on the energy price cap
With energy prices dominating the news, you may be wondering what’s happening to your tariff. We’ll be in touch shortly to let you know exactly what the new price cap means for your bills. In the meantime, you can find out more on our blog.
Need extra help?
We understand the difficulties higher energy bills will cause our customers. That’s why we’ve created a hub for customers who need extra support. Here you’ll find details of how we can help, as well as government schemes and debt support.
Trouble logging in?
Apologies if you’ve had trouble logging onto our website. We’ve been experiencing extremely high traffic, so have had temporary difficulties logging in customers. This should now be resolved, so do try again.
Haven’t received your account details?
We’ve now successfully set up 98% of new customers with their Shell Energy accounts. However, we’re aware that a small number of customers still haven’t received their login details. If that’s you, we want you to know that we’re working to get these to you as soon as possible.
An update for Daligas customers
If you have an active Direct Debit with Daligas, we’ll be contacting you shortly to let you know that we’re transferring your Direct Debit over to Shell Energy.
Stay on top of your payments
The increase in the energy price cap means you’ll likely need to increase what you pay. Take control of your payments by visiting My Account, where you can make sure your Direct Debit payments are covering your energy use. This will prevent you from falling into debt.
Where can I find my credit balance?
If you had a credit balance, you should now see this in your account summary and on your bill. We’ve received feedback that some customers still have queries about their credit balances or extra payments, so we’re conducting a full review and will have more information on Monday 21 February.
What if I can’t see my credit balance/my credit balance is wrong?
If you’ve been making payments to your old supplier, you should now see this credit on your account.
What if I’m no longer with my old supplier/Shell Energy – will I still get my credit balance?
We’ll honour all credit balances with your old supplier, even if you were in the process of switching suppliers when they went into administration.
We’ll be sending out cheques as soon as we can, but we’re afraid this will take a little longer to process. You’ll receive your credit balance by the end of February, so keep an eye on the post.
Update for Colorado customers
We’re waiting to receive information from Colorado so that we can transfer your credit balance to your account. We know this is taking much longer than you or we would like, and understand how frustrating this is.
We’re working closely with Ofgem to resolve the situation, but don’t expect to receive information about your credit balance until April at the earliest. We offer our sincerest apologies, but this is outside our control.
In the meantime, if you haven’t done so already, we recommend you set up a Direct Debit with us to cover your ongoing usage.
For answers to any other questions you might have, visit our FAQs pages or My Account.
- Colorado: FAQs / My Account
- Daligas: FAQs / My Account
- GOTO: FAQs / My Account
- Green: FAQs / My Account
- Pure Planet: FAQs / My Account
Should I get in touch with you?
Right now, there’s no need to contact us. During this busy time, we’d like to reserve our phone lines for those customers who need extra support or to register for additional services.
Please help us to prioritise these customers by finding the answers you need on our site. If you’ve still got questions, you can also, Email us or Chat to our virtual assistant, Ask Us, who can answer your queries 24/7.