If you've recently made a payment, and can't see it in your account, please don't worry. We'll be able to look into this for you.
The way you make a payment to us can affect how long it takes to appear in your account.
Credit and debit card payments using our automated phone line
Successful payments should appear within 3 working days after the payment is made.
Online account or app
Successful payments should appear within 3 working days after the payment has been made.
If you've sent us a BACS transfer, it should appear on your account within three working days. Please ensure you have put your Shell Energy account number in the reference field to avoid delays.
From the date of posting, it can take up to 10 working days for the cheque to be cashed and added to your account.
Third-Party collection agencies
If you've made a payment to us through one of our third-party collection agencies, it can take up to 10 working days before it's shown in your account.
If you made a payment and it's now gone past the timescales above, please contact us here.