By now you’ll have received your first Shell Energy bill. If you have any 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 Pure Planet, which was issued to you on Wednesday 24 November. This should be your most up-to-date meter reading. However, this could be an estimate.  

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?

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 have received or processed the readings you sent yet. 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 Sunday 17 October to Thursday 3 or Saturday 5 February (depending on your bill cycle), which is over 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 Pure Planet/The account balance on my Pure Planet online account is different

We understand if you’d like to see your final bill from Pure Planet, but unfortunately we don’t have access to this. If you’ve made payments to Pure Planet after your final bill from them was issued, your online account and your final bill may show different credit balances. 

We’ve now transferred any credit on your final bill to your Shell Energy account, along with any extra payments you’ve made to Pure Planet. These will appear on your first bill from us. 

If you wish to see your credit balance, you can do so in your online account, which you can now access. 

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

Your opening balance will reflect the credit balance you had with Pure Planet when your final bill from them was issued. 

We won’t transfer any debt you had with Pure Planet to your Shell Energy account. If you were in debt with Pure Planet, you can start supply with us with a zero balance.

If your account with Pure Planet was in credit, we’ve honoured this and added it to your Shell Energy account.

Where can I see my credit balance?

We’ve added your credit balance, plus any payments you made to Pure Planet after your final bill from them was issued, to your Shell Energy account. You can see your credit balance on your Shell Energy bill, in the section marked 'Previous balance'. 

How can I pay my bill?

If you had a Direct Debit with Pure Planet, we contacted you on Saturday 18 December to let you know that we’ve transferred 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 name that appears on your bank statement, which will now be Shell Energy. We’ve also transferred over any extra payments you may have made to Pure Planet after your final bill was issued. 

If you cancelled your Direct Debit with Pure Planet, you can set up a monthly or variable Direct Debit with us. Setting up a Direct Debit is super quick and easy. Or, if you prefer, you can pay by cheque or bank transfer when you receive your bill.  

What if I was in debt with Pure Planet?

If you have an outstanding balance with Pure Planet, you should continue with any payment arrangements you made with Pure Planet to clear the balance. Pure Planet’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