How do I check a Shell Energy email is genuine?

We’ll email to let you know your bill is ready to view, ask you to confirm a change in payments, or to promote other products and services you may find useful.

When you open an email from us:

  • It will always be addressed to your first name
  • It should include your account number
  • We’ll ask you to visit
  • If we provide a link for you to make a payment or update payment details, you’ll need to log in to your account first


We’ll never email asking for:

  • Your long card number and three-digit security code.
  • Your password to your online account.
  • Payment in any other currency than £/GBP.
  • Payment using a link to another website, or to a different bank account. See the ways you can pay us.


How to keep your information safe when you’re online,

If you’re concerned about an email mentioning Shell Energy, get in touch.

How do I know if a call is from Shell Energy?

If you get a call from Shell Energy or Shell Energy Broadband, we’ll never:

  • Use your account number to prove a call is genuine
  • Ask for your bank details to process a refund - if you're a customer, we already know your bank details
  • Ask you to send us money through services such as Moneygram or Western Union (Scammers do this to prevent transactions from being traced back to them)


If you are not sure a call claiming to be from Shell Energy is genuine, please hang up and call us back using the number on the top of your most recent bill.