If your app isn't working, please complete the following steps:

  • Log out and log back in
  • Delete and reinstall the app
  • Check that your device is compatible with the installation requirements 
  • Check that the app is running on the latest version. You can see this through the app:
    • Select Account > Preferences > the App Version will be visible
  • If you’re still unable to log in:
    • Go to the app store > search 'Shell Energy' > check there is no 'Update' option
    • Try resetting your password and check that your email is correct


 If you've followed these steps and the app still isn't working, please get in touch with us.

While we investigate the issue for you, you can always log in to your online account through an internet browser.