By now you’ll have received your first Shell Energy bill. If you have questions, you should find the answers here. 

My opening reading is wrong

We’ve worked out your bill using the meter readings from your final bill with GOTO Energy. This should be your most up-to-date meter reading. 

If you disagree with your opening meter reading, we can get this changed for you. Simply call our team on 0330 094 5804 and they’ll be able to help. 

Why have I been billed to an estimated meter reading?

If you have a traditional meter, we’ll ask you to provide us with monthly readings through your online account, or on our app. Depending on when your energy supply was transferred to us, we may not yet have received or processed the readings you sent. Don’t worry, when you send us another meter reading, we’ll rebill you to this reading. 

If you have a smart meter, we’re still in the process of getting this set up. Depending on who installed your meter, and whether it’s a SMETS1 or SMETS2 model, we may not yet be able to communicate with your smart meter. 

If you have a SMETS2 smart meter, we should start communicating with it soon. 

If you have a secure SMETS1 smart meter, we should be able to regain communication with it soon. 

If you have another type of SMETS1 smart meter, we’re working to start communicating with your meter, but can’t say exactly when this will be. In the meantime, you’ll need to send us monthly meter readings through your online account, or on the app. 

Why is my first bill higher than usual? 

It’s normal to find that your first bill after moving to a new supplier is a little higher than usual. This is because it's taken time to set up your account after the move from your previous supplier. 

Your first Shell Energy bill covers the period from Thursday 21 October to Saturday 18 December, which is nearly two months’ usage. Going forward, you’ll be billed on a monthly cycle. This is normally four weeks’ worth of energy.

You may also find your tariff is higher than you used to pay with your previous supplier. Expensive wholesale prices mean that people across the UK – no matter what supplier they’re with – have seen their energy bills rise. 

My GOTO Energy account shows a different account balance/I can’t check my final GOTO Energy account balance

We understand that you’d like to see your final bill from GOTO Energy. We’d like to help with this, but unfortunately we don’t have access to it. 

You may see a different credit balance on your account if you’ve made payments to GOTO Energy since the date of your final bill. These payments may show on your GOTO Energy account, but might not have moved over to your Shell Energy account yet.

We’ll apply this credit to your Shell Energy account as soon as we receive the information. You’ll see it on your next bill, along with any payments made to us. 

My opening balance is wrong/there are payments missing from my Shell Energy bill

Your opening balance will reflect whatever credit or debit balance you had with GOTO Energy on your final bill. 

If you owed GOTO Energy more than £30, this will be transferred over to your Shell Energy account. If you owed GOTO Energy less than £30, we’ll cancel that debt, so you can start with us on a zero balance.

We’ll honour any credit you have, and add this to your Shell Energy account.

Where can I see my credit balance?

You’ll see your credit balance on your Shell Energy bill, in the section marked 'Previous Balance'.

We’ve used information from your final bill with GOTO Energy as a starting point. Any payments you’ve made to GOTO Energy after this billing date may not yet have been added to your Shell Energy account.

Rest assured, any credit you have with GOTO Energy is safe and protected by regulation. We’re working hard with GOTO Energy’s administrator to make sure the balance is moved across as quickly as possible. 

We're expecting to receive more information in the next few weeks, which may contain these additional payments. As soon as we receive these details, we’ll add the balance to your account. This will appear on your next bill, along with any payments you’ve made directly to us.

How can I pay my bill?

If you still have an active Direct Debit with GOTO Energy, this should have been transferred over to us. You should have received an email or letter from us on Saturday 18 December telling you that we’re transferring your Direct Debit payments over to Shell Energy and you don’t need to do anything. 

We’ll collect the same amount you normally pay, on the same date. The only change will be the company name that appears on your bank statement, which will now be Shell Energy.

If you cancelled your Direct Debit with GOTO Energy, you can set up a new monthly or variable Direct Debit with us. This is super quick and easy to do, and lets you spread the cost of your energy payments.  

 Set up a Direct Debit

If you prefer, you can pay by cheque when you receive your bill.  

What if I was in debt with GOTO Energy?

If you had an outstanding balance with GOTO Energy for more than £30, this debt will be transferred to your Shell Energy account. If your debt with GOTO Energy is less than £30, we’ll cancel this debt so you can start with us on a zero balance.

I need extra support

We’ve created a support hub for customers who are struggling to pay their bills. This is where you’ll find details of government schemes, debt support, and more besides. 

Visit our support hub