If you’re having issues logging into your online account, there are a number of possible solutions to resolve your issue. 

You’ve forgotten your password

If you can’t remember your password, you can reset it by choosing ‘Forgot your password?’ on the login page and submitting an email address. We’ll send you an email with a link allowing you to reset your password.

Please be aware that it can take up to 15 minutes to receive the email. You have 20 minutes to use the link after it’s sent, and you can only use it once.

You’ve forgotten your email address

You’ll need to have a valid email address registered with us to fully activate your online account. This will be the one we use to contact you. If you've forgotten your email address, you'll need to get in touch. 

Magic link is a new way to log in.

We’ll send you an email with a link. No password needed, just one click on a link and you’re into your Shell Energy online account.

If you’ve tried to log in, and have reset your password but still can’t access your online account, a notification will appear at the top of your screen saying ‘email me a link to log in instantly’. 

Following this link, you’ll be asked to enter your email address. 

We’ll send your ‘magic link’ from noreply@mail.shellenergy.co.uk, with the subject line ‘Log in to Shell Energy’. Click the link and you’ll be taken straight to your online account.

If you don’t receive an activation or reset password email from us

If you haven’t received the email in a couple of minutes, please check your spam or junk folder before trying to log in and activate, or request a password reset again.

If you’re sure you’ve entered the correct details for your account and still haven’t received an email from us, you can contact us and we’ll be happy to help.