A popular scamming method with criminals is to send fake emails pretending to be from a company you trust. They do this to access your personal information, such as your bank details, names and addresses.

These emails usually include urgent payment requests and generally may include some of the following:

  • A link to update your payment information.
  • You may be threatened with consequences if you don’t respond.
  • A link to take you to a false website.
  • If you’ve provided personal details, they may have been stolen.

How to spot a false email

You should keep a look-out for:

  • Poorly written emails with spelling and/or grammatical errors.

  • Emails linking to company websites that are different from the company’s real web address. For example, our website is www.shellenergy.co.uk and a scam email may provide a web address that looks like ours: www.shellenergycustomers.com or www.customeraccounts.com/shell-energy.

How to check that a Shell Energy email is genuine

We’ll email you for a number of reasons, for example, to notify you that your bill is ready to view, to confirm a change in payments, or to promote our products.

There are a few things to be aware of when you open an email from us:

  • Our emails will always be addressed to your first name.
  • Emails personalised to you will include your energy or broadband account number.
  • If linking to our website we’ll use: www.shellenergy.co.uk.
  • If we provide a link for payment or an update to payment details, you’ll need to login to your account first.


We’ll never email you for the following:

  • To request your long card number and three digit security code.
  • To ask for your full password to your online account.
  • To ask you to pay an amount in anything other than GBP.
  • To pay using a link to another website or asking you to pay us into a different bank account. We have specific ways to pay.


If you have any concerns about an email referencing Shell Energy, or how to keep your information safe when you’re online, head to www.getsafeonline.org/ or get in touch here.