What about my Direct Debit?

Once your account is fully set up, you’ll receive your login details. You can then create a new Direct Debit or make an ad-hoc payment. We’ll also be able to transfer across any credit you had with your old supplier. 

We’re aiming to get your first bill to you in December. By then you should have your login details, which means you’ll be able to set up a new Direct Debit if you haven’t already. 

As your first bill period will be for longer than usual, we strongly recommend setting aside one month’s Direct Debit payment, so you can make sure your first bill is covered.

Will I lose the credit I had with GOTO Energy?

No. If there was credit on your GOTO Energy account, we’ll apply this to your Shell Energy account, so you won’t lose any money. However, as we’re working with administrators, this may take some time. 

I have outstanding payments with GOTO Energy, what happens to that debt?

If you have any outstanding payments, you should keep paying these, or continue with any arrangement you had with GOTO Energy 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 GOTO Energy’s final bill. Once this is done, we’ll be in touch to arrange an affordable repayment plan. 

I left GOTO Energy 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 GOTO Energy but are still owed credit. We’ll be in touch to update you on the process.

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