If your app isn't working for any reason 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 checked the above and the app still isn't working, please get in touch with us.