What about my Direct Debit?

When you receive your account login details, you can set up a Direct Debit with us. If you can’t yet do that, you can always stay on top of your outgoings by making an interim payment. 

Should I set aside one month’s Direct Debit amount?

We’re aiming to send you your first bill in mid-December. As it’s been a while since you’ve had a bill, you may be paying for around 10 weeks’ worth of energy. We strongly recommend setting aside this month’s Direct Debit amount to make sure you can cover your first payment. 

When will I get the credit I had with Green?

Yes. If you had a credit balance with Green, we’ll move this over to your account as soon as we receive it. Rest assured, your credit balance is safe and protected by regulation.

I still owe money to Green, what happens to that debt?

If you have any outstanding payments with Green, you should keep paying these, or continue with any arrangement you had with them to clear the balance. We’re working with administrators to understand our new customers’ ability to pay, so once we’ve done this, we’ll be in touch.

For prepayment customers:

We’re working with administrators to produce Green’s final bill. Once this is done, we’ll be in touch to arrange an affordable repayment plan. 

I left Green but am still waiting for them to repay my credit. Will Shell Energy pay this?

Yes. We’ll honour credit balances for customers who had already left Green but are still owed credit. We’ll be in touch to update you on the process.

The opening reading for my account is wrong. What should I do?

We're waiting to receive your previous meter reads from the administrator. But so you can receive a monthly bill without delay, we've estimated your opening read based on your previous energy use. Once we get the information we need, we'll send you an amended bill to your correct reading. If you find the readings still aren't correct, please send us a picture of your meter reading and we can update it for you.

Am I eligible to join the Shell Go+ rewards programme?

Yes. As a Shell Energy customer, you’re welcome to join the Shell Go+ rewards programme once your account is fully set up. You’ll enjoy exclusive savings on fuel at Shell service stations, as well as great offers, member benefits and surprises on us.

Find out more at shellenergy.co.uk/my/loyalty