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

My opening meter reading is wrong

We’ve worked out your bill using the meter readings from your final bill with Colorado. 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 5800 and they’ll be able to help. 

Why have I been billed to an estimate read?

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 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 Monday 17 October until Tuesday 18 January, which is three 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. 

I can't check my final bill from Colorado or can see a different account balance on their Colorado online account?

We understand you’d like to see your final bill from Colorado, but unfortunately we don’t have access to this. We’re still waiting for information from Colorado’s administrators, which means your credit balance, if you have one, hasn’t yet been transferred to your Shell Energy account.

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

Any credit balance you had with Colorado has not yet been transferred to your Shell Energy account. We’re waiting for updates from Colorado so that we can load your opening balance to our systems. This means your first Shell Energy bill will reflect a zero balance.

If you’re in debt with Colorado, we won’t transfer this over Shell Energy. That’s so you can start on supply with us with a zero balance.

Rest assured, any credit balance you have with Colorado is safe and protected by regulation. We’re working hard with Colorado’s administrators to make sure this is moved across to your account as quickly as possible. 

We're expecting to receive more information from Colorado 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?

The easiest way to pay your bill is by monthly or variable Direct Debit. If you haven’t already done so, you can set one up in your online account. 

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 Colorado?

If you have an outstanding balance with Colorado, you should continue with any payment arrangements you made with them to clear the balance. Colorado’s administrators, or a nominated partner, may be in touch with you regarding your outstanding 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