Welcome to Shell PH Customer Services
Account
How soon will the Shell Go+ points reflect to my account?
How soon will the Shell Go+ points reflect to my account?
Points earned from Shell purchases are automatically credited to your account after every transaction.
Why is my recent transaction not showing up in the app and points were not earned?
Why is my recent transaction not showing up in the app and points were not earned?
1. Was your QR code scanned? If yes.
2. Check receipt if you can see your customer ID. If not, please contact us via live chat.
3. If the customer ID is visible on the receipt, wait for 48 hours for the transaction to reflect on your app transaction page.
If your transaction does not appear within 48 hours, please contact us by sending a message Here
What should I do if my OTP is not delivered?
What should I do if my OTP is not delivered?
Follow these steps in order:
1. Update your phone software - Ensure the latest updates are installed.
2. Check your apps – Make sure no apps are blocking or filtering SMS.
3. Check your signal – Verify that you have network coverage.
4. Restart your phone – This will reconnect it to the local base station.
5. Try again – Request the OTP once more.
6. Test with another device – Insert you SIM card into a different phone to check if the issue is with your handset or use a different SIM in your phone.
I think I accidentally made two accounts. Can you merge the accounts?
I think I accidentally made two accounts. Can you merge the accounts?
Accounts cannot be merged; you can only have 1 account per mobile number.
Some of my transactions aren’t showing in the app. Where did they go?
Some of my transactions aren’t showing in the app. Where did they go?
Where will I see my expiring points?
Where will I see my expiring points?
Yes, any points that are set to expire within the next 90 days will be visible in the points tracker on the home screen.
Does the Shell Go+ membership expire?
Does the Shell Go+ membership expire?
The account will automatically close after 6 months of inactivity.
I would like to report an incorrect/unauthorized rewards redemption on my account.
I would like to report an incorrect/unauthorized rewards redemption on my account.
You can reach us via chat in the Shell Asia app or through our support channel on this link so that we can assist you.
I'm having issues logging in to the Shell Asia App - my account is blocked.
I'm having issues logging in to the Shell Asia App - my account is blocked.
If your account is blocked, you can reach us here so that we can assist you.
How to enroll / register in Shell Asia app?
How to enroll / register in Shell Asia app?
How do I download the new app?
How do I download the new app?
For Apple Store:
Open the App Store on your device.
Tap on your profile icon located at the top right corner.
Select your Apple ID and sign in if prompted.
Tap on 'Country/Region' and select 'Change Country or Region.'
Choose 'Philippines' from the list and follow the on-screen instructions.
For Google Play Store:
Open the Google Play Store on your device.
Tap on your profile icon located at the top right corner.
Navigate to 'Settings' and then 'General.'
Select 'Account and device preferences.'
Tap on 'Country and profiles' and choose 'Philippines' from the list
How do I edit/update my vehicle type in my Shell Asia app profile?
How do I edit/update my vehicle type in my Shell Asia app profile?
You can reach us via chat in the Shell Asia app or through our support channel on this link so that we can assist you.
Why can't I link my Apple wallet to the new Shell Asia app?
Why can't I link my Apple wallet to the new Shell Asia app?
The option to link Apple wallet to the Shell Asia app is no longer available. This update is part of our enhanced security measures to protect your account and personal information.
I'm having issues logging in to the Shell Asia App (whoops error), what should I do?
I'm having issues logging in to the Shell Asia App (whoops error), what should I do?
Try tapping the Close button on the “Whoops” error pop‑up first as shown on the app. If the error still persists, please try to uninstall and reinstall the app and ensure that you have a stable internet connection.
How do I check my phone's software version?
How do I check my phone's software version?
On Android: Go to Settings > About phone > Software information
On iOS: go to Settings > General > About
Will Apple wallet be supported again in the future?
Will Apple wallet be supported again in the future?
At this time, Apple wallet is not supported due to security measures. If there are any updates, we'll be sure to announce them in the app and through official Shell channels.
Can I use any handheld device for the Shell Asia app?
Can I use any handheld device for the Shell Asia app?
What happens if my phone is using an older version?
What happens if my phone is using an older version?
If your phone is running a version lower than the minimum requirement, you may not be able to install the Shell Asia app. We recommend updating your device software to the latest available version.
What is the minimum software version required to download the Shell Asia app?
What is the minimum software version required to download the Shell Asia app?
In order to download the Shell Asia App, you will need to have the following software on your phone:
Apple device requires iOS 11.1 or later
Android device requires software 6.0 or above
Where can I access my Shell Go+ points balance?
Where can I access my Shell Go+ points balance?
You may access your points balance and other details by logging in to your Shell Asia app. You will see your total points on the home screen.
How do I edit/update my Shell Asia app profile?
How do I edit/update my Shell Asia app profile?
- Open the Shell Asia app on your mobile device.
- Log in using your registered credentials.
- Tap on the “Account” button or icon.
- Navigate to “View and Edit Profile”.
- Select “Personal Information”
If you need to update your membership type or vehicle type, please submit an amendment request here so we can process the changes for you.
What do I do if I want to exit or discontinue with the program?
What do I do if I want to exit or discontinue with the program?
Member has to go to Settings of Shell Go+ app and choose Delete Account.
What do I do if my Shell Go+ card gets lost or stolen?
What do I do if my Shell Go+ card gets lost or stolen?
The Shell Go+ physical card is exclusively available to Shell Go+ Pro members, which includes Professional drivers such as those operating PUVs, PUJs, Grab vehicles, taxis, and buses. You may avail Shell Go+ Pro cards at a Shell station.
If physical card needs to be replaced due to loss, Shell Go+ Pro member needs to delete the lost card from the Shell Asia app. Member should get a new/replacement card by visiting participating Shell stations.
If I am a Shell Go+ Pro member, can I also register for Shell Go+ account for private vehicle?
If I am a Shell Go+ Pro member, can I also register for Shell Go+ account for private vehicle?
Members may register for a new Shell Go+ account under the Private Vehicle segment. However, please note that doing so means you will no longer be able to enjoy the exclusive Shell Go+ Pro benefits, such as accidental insurance and scholarship eligibility. Also, please be reminded that you can only change your account scheme once—either from Go+ Pro to Private or from Private to Go+ Pro. For any changes click here.
If I am a commercial driver, how do I register in the new Shell Go+ app? You are commercial driver if you drive any of the following vehicles: jeepneys, taxis, tricycle, ride-hailing vehicle car or motorcycle, delivery vans, bus or truck.
If I am a commercial driver, how do I register in the new Shell Go+ app? You are commercial driver if you drive any of the following vehicles: jeepneys, taxis, tricycle, ride-hailing vehicle car or motorcycle, delivery vans, bus or truck.
If you are commercial driver, search for the new Shell Asia app on your phone's app store or play store, download and register. To register as a Shell Go+ Pro, you need to get a physical card from a Shell station and link it to your Shell Asia app.
Other Shell GO+ App sections
Contact support
Service Stations and Shell Go+ Loyalty Customers
Service Stations and Shell Go+ Loyalty Customers
Need help? We're here for you! Whether you have a quick question or need detailed support, we have several ways to connect:
Frequently Asked Questions: Explore our Frequently Asked Questions for quick solutions to common queries — available 24/7.
Shell Station Locator: Looking for a nearby service station or location? Use our locator tool to find the closest one to you.
Live Chat: Get instant answers from our Support Team. Our Customer Success Specialists are available Monday to Friday, 8:00 AM to 5:00 PM PHT excluding public holidays.
Contact Form: Prefer email? Fill out our webform and we’ll get back to you as soon as possible.
Shell Energy
Shell Energy
Email: ShellEnergyPhilippines@shell.com
Telephone No: +63 (2) 7502 7994
9:00am-5:30pm (PHT), Monday to Friday, except for Philippine public holidays
Office Address: 41st Floor, The Finance Centre, 26th Street corner 9th Avenue, Bonifacio Global City, Barangay Fort Bonifacio, Taguig City, Metro Manila 1635
Shell Fleet Solutions
Shell Fleet Solutions
For any Fleet-related concerns, please contact the details below:
Shell Fleet Solutions
Hotline: +632-8878-8811
Toll-free: +63800-10111-1131
Email: generalcardrequests-ph@shell.com
For Lost/Stolen Cards: blockcard-ph@shell.com
Operating Hours
8:00 AM - 5:00 PM, Mon – Fri
Holidays: 8:00 AM - 1:00 PM