How do I top up my meter?

Please carry on topping up your meter with your top-up cards/key. Once we’ve created your account, we'll send you new cards. You can then top up online, or on the Shell Energy Top Up app if you have a smart meter.

Can I still use the same app to top up? 

Once you receive your new cards, you can download the Shell Energy Top Up app. You can then top up using the numbers on these cards. 

Will I still have emergency credit?

Yes, your meter will still give you an emergency-credit option if you’re running low on supply and are unable to top up straight away. 

Will I still have friendly credit? 

Yes. For smart meters, friendly credit applies between 8pm and 9am Monday to Friday, and 8pm Friday to 9am Monday (or next working day on bank holidays). For traditional meters, friendly credit applies from 6pm to 9am Monday to Friday, and 6pm Friday to 9am Monday (next working day on bank holidays).

I’m struggling to top up. What should I do? 

Please call us on 0330 094 9180, so that one of our customer-service agents can support you with options to keep you on supply (lines are open 8am to 8pm Monday to Friday, 9am to 4pm Saturday.)

I’ve topped up, but it’s not showing on my meter

Please call us on 0330 094 9180 and one of our customer-service agents will be able to help (lines are open 8am to 8pm Monday to Friday, 9am to 4pm Saturday.)

I was in the process of changing to a prepayment meter – will this still go ahead?

No, this won’t happen. But once we’ve set up your account, you can contact us to discuss your options.

I’ve lost my card. How do I get a new one?

Call us on 0330 094 9180 and one of our customer-service agents will be able to help you (lines are open 8am to 8pm Monday to Friday, 9am to 4pm Saturday.)

When will my new tariff start?

If you're a smart prepayment customer, you'll have been on your new tariff since Friday 1 October.

For prepayment customers who don't have a smart meter: Your new tariff rates will come into effect when you start using your new Shell Energy top-up card, which you'll receive soon. When you receive your new card, it's important to start using it straight away so you're paying the right amount for your energy. Otherwise you'll build up a debt on your account. Please continue topping up with your old card as normal until your new one arrives.

Can I choose another prepay tariff?

At the moment, no. We only have one prepay tariff, which is the tariff you're on. This is our standard variable prepayment tariff and the cheapest we have available. It's protected by Ofgem's price cap and has no exit fees.

My energy accounts are managed through Unihomes – why have you contacted me?

Ofgem appointed us as your new energy supplier, so we're contacting you to tell you about your new tariff rates.

Will Shell Energy honour the fixed-tariff agreement I was on before?

No, you won't be on your old fixed-rate tariff. We’re moving all Green customers onto our standard variable prepayment tariff, which is the cheapest we have available. It's protected by Ofgem's price cap and has no exit fees. We've already been in touch to let you know your exact rates. If you want to switch energy suppliers, Ofgem’s advice is to complete your move to Shell Energy before switching. If you try to move before then, your request will take longer to process.