Frequently Asked Questions
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Here are our answers to some of your most frequently asked questions. If you can’t find what you’re looking for, please contact our Customer Service Centre for personalised help and advice. |
New Customers
Who can become a Shell Card customer?
Any GST registered business, with a minimum spend of $150 per month on fuel and direct debit enabled can apply for Shell Card. |
How do I apply for a Shell Card?
Here are our answers to some of your most frequently asked questions. If you can’t find what you’re looking for, please contact our Customer Service Centre for personalised help and advice. |
How many cards can I have?
As many cards as you want. Please note a small fee will be charged per card. Read more about fees. |
What are the prices & fees associated with being a Shell Card customer?
For a breakdown see our Pricing & Fees section. |
Is a Shell Card linked to a driver or a vehicle?
The choice is yours. A card can be linked to a driver (personal card) or a vehicle (vehicle card). |
Existing Customers
How can I cancel a Shell Card?
Simply go to Shell Card Online or contact our Customer Service Centre on 0800 474 355. |
How do I cancel my Shell Card if it is lost or stolen?
You can simply go to Shell Card Online and cancel your card, subject to Shell Card Online Terms and Conditions - opens in new window, pdf (75KB).
Alternatively, the Shell Card Service Centre can be contacted 24 hours a day, seven days a week as an after hours voice mail system operates to receive lost or stolen card notification.
Please refer to Shell Card Terms and Conditions - opens in new window, pdf (129KB) for further detail. |
How do I order additional Shell Cards?
Simply go to Shell Card Online or contact our Customer Service Centre on 0800 474 355 to order new cards at your convenience. |
Where is my Shell Card accepted?
To view sites where the Shell Card is accepted in a particular location, please visit our Truck Network information. |
What can I buy with my Shell Card?
You can have your Shell Cards restricted by fuel type, or by products and services (e.g. Shop, Lubricants, Car Wash or Automotive Repairs). To find out more see Control and Security. |
Where do I find the Term and Conditions for the Shell Card?
You’ll find full Shell Card Terms and Conditions - opens in new window, pdf (129KB). |
Does my Shell Card automatically renew upon its expiry date?
Yes, however, you can cancel the renewal, as a card expiry report is sent two weeks prior to cards expiry for your review (for customers with over 5 cards). |
PIN Code and Invoice
Once I receive my Shell Card, when can I expect my PIN code?
Once you receive your Shell Card you should expect to receive your pin number within a couple of working days. |
What happens if I forget or don’t know my PIN code?
The authorized Fleet Manager can notify our Customer Service Centre to get a pin mailer sent by mail. |
I have not received my invoice. Where can I get a copy?
For a copy of your invoice, you can either retrieve it from Shell Card Online (subject to Shell Card Online Terms and Conditions - opens in new window, pdf (75KB)), where you have archived past Tax Invoices (for the previous 12 months) free of charge. Alternatively you can call our Customer Service Centre who can provide you a paper copy of the invoice at a cost. |
Account Changes
I’ve changed my bank details, what should I do?
Please contact our |
I’ve changed my company address details, what should I do?
Please provide written confirmation on your company’s letterhead and notify our Customer Service Centre by fax - 0800 743 553 or email newbiz-nz@shell.com. |
I’ve changed my registered company name, what should I do?
Please provide written confirmation on your company’s letterhead and notify our Customer Service Centre by fax - 0800 743 553 or email newbiz-nz@shell.com |
I’ve changed my GST number, what should I do?
You will be required to complete a new Shell Card application. Please call our Customer Service Centre to assist you in the process. |
Online Services
I am not registered for Shell Card Online, how can I get access to it?
Simply click here . Alternatively you can also call our Customer Service Centre to request Shell Card Online access. And remember Shell Card Online is offered to Shell Card customers at no extra cost! Shell Card Online is subject to Shell Card Online Terms and Conditions. |
Can different people in my organisation get access to Shell Card Online?
Yes, not only can different people have access to Shell Card Online, but they can also get different types of access, relevant to usage they need for their specific role. Our Customer Service Centre can help you organise the different accesses. Please contact us.
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I have forgotten my password for Shell Card Online, what should I do?
Our Customer Service Centre is waiting to help you. Please contact us. |
Queries and Complaints
I have a customer complaint, who should I contact?
Our Customer Service Centre is waiting to help you. Please contact us. |
I don’t understand a transaction on my invoice, who should I call?
Our Customer Service Centre is waiting to help you. Please contact us. |
* Subject to Shell Card Online Terms and Conditions |
