Welcome to Shell Canada Customer Service
Shell Canada Car Wash
Does loyalty and discounts apply with my Car Wash Subscription?
Does loyalty and discounts apply with my Car Wash Subscription?
As applicable and at Shell’s discretion, subscribers may enjoy monthly discounts, as well as discounted pricing for a certain period. Subscribers will get their eligible AIR MILES and CAA/AMA/BCAA discounts every month, based on the offers in the wallet on renewal date. Any discounts or offers associated with the subscription may cease when the subscription is cancelled.
What payment methods are accepted for Car Wash Subscription?
What payment methods are accepted for Car Wash Subscription?
The Car Wash Subscription restricts payment methods to cards on file (Visa, Mastercard and Amex). Tech Wallets (Apple Pay and Google Pay) are not supported.
How will my cancellation of the Car Wash Subscription be handled?
How will my cancellation of the Car Wash Subscription be handled?
To prevent automatic renewal, customers must cancel their subscription a day prior to the renewal date (Midnight Pacific time). Once a subscription is renewed, no early terminations are allowed, and the user must complete the current cycle. No early termination credits nor adjustments will be provided. Additionally, no refunds are available for this service.
What if my auto renewal fails for the Car Wash Subscription?
What if my auto renewal fails for the Car Wash Subscription?
Users are responsible for managing and maintaining their payment method and are liable for any fees incurred by other institutions (e.g., bank overdraft fees).
In case of any failed payment, there is a grace period of two days for users to address the issue. During this period, users will not be able to use the car wash subscription product until the payment issue is rectified.
Will my Car Wash Subscription auto- renew every month?
Will my Car Wash Subscription auto- renew every month?
The subscription renews automatically each month using the user-selected payment method. The car wash subscription product is designed with an auto-renewal feature that renews the subscription monthly and processes the payment on behalf of the customer.
What is offered as part of Car Wash Subscription product?
What is offered as part of Car Wash Subscription product?
The Car Wash Subscription product, exclusively available through the Shell App in Canada, is a product that offers Shell customers easy and regular access to car wash services. To utilize this subscription, customers must use the Shell App. Upon subscribing, users will have access to one Ultimate wash per day at participating locations, with a monthly cap based on the days in the billing cycle. Please note that if a daily car wash service is not used, it cannot be saved or carried over to be used on another day. Refer to detailed Terms & Conditions below.
How many devices can be registered with same credentials? Is there any limit on Shell App?
How many devices can be registered with same credentials? Is there any limit on Shell App?
Yes, the app has limitations with regards to sharing accounts and devices. One account can only be used for three different devices. When the limits are reached the account or device can get blocked for 48 hours.
How do I activate a car wash using the Shell App?
How do I activate a car wash using the Shell App?
1. Download the Shell App to your mobile device.
2. Open the app and follow the steps to register.
3. Click on the “Car Wash” button on the home screen to move to car wash screen.
4. Click on “Buy or Add new wash pass” to buy in app or add a physical car wash FLEX Pass. You can scan the QR code or manually enter the code on physical pass.
5. Once on site, slowly advance to the keypad at the car wash entrance.
6. Navigate to the Car Wash page on the Shell App and tap on Start Wash.
7. Follow the instruction on the app to activate the wash
For Single Carwash Codes, will they be automatically deleted after using the code or when it expired? How many days before it will be deleted from the app?
For Single Carwash Codes, will they be automatically deleted after using the code or when it expired? How many days before it will be deleted from the app?
Single wash codes bought in app, will be automatically moved to history once used. History is automatically purged after six months. Single washes bought with Fuel and those bought at Non-Participating locations, have to be manually moved to history.
Can I register multiple cards in the Shell App, at the same time?
Can I register multiple cards in the Shell App, at the same time?
Yes, you can register multiple cards at the same time in the Shell App. There is no limit on the number of cards that can be registered.
Where can I reload/purchase a car wash pass? Can it be done online?
Where can I reload/purchase a car wash pass? Can it be done online?
Reload or purchases can be done at any participating Shell location or in the Shell App.
How do I find a Participating Site?
How do I find a Participating Site?
To find a Participating Site, navigate to “Find a participating car wash” on the Car Wash page of the Shell App. Red icons represent Participating Sites and blue icons represent Non-Participating sites. Green check mark indicates wash is currently open and red cross indicates wash is currently closed.
What is a Non-Participating Site?
What is a Non-Participating Site?
Non-Participating sites have car washes that do not accept a Flex Pass, whether it is bought in-store or in-app. These sites do not accept Single Washes purchased via “Buy or add a new wash” option in the app. These sites do not accept Car Wash Monthly Subscriptions. These locations offer location specific washes, that can be bought with fuel, when paying with the Shell App, using Shell EasyPay.
What is a Participating Site?
What is a Participating Site?
Participating sites are service stations with car washes that accept the Flex Pass purchased in-store and through the app. Single Washes, Flex Passes and Car Wash Subscription purchased in-app, will work only at Participating Sites
I purchased a car wash pass, but I am unable to use it because the car wash is closed. Can I get the days back?
I purchased a car wash pass, but I am unable to use it because the car wash is closed. Can I get the days back?
Please refer to the policy written at the back of the card. If a participating car wash location is closed due to bad weather, local public safety events, or restrictions beyond Shell’s control, there shall not be any refunds nor compensation provided to customers.
How do I register my Flex Pass with the Shell App?
How do I register my Flex Pass with the Shell App?
To add a new car wash pass, click on “Buy or add a new wash pass” on the car wash page of the Shell App. Select the “Add a physical Car Wash Flex Pass” option and scan the QR code on the pass to register. Alternatively, you can manually enter the code on physical pass. Once registered, you can view and reload the pass in the app.
Which passes can be linked to the Shell App?
Which passes can be linked to the Shell App?
All physical Flex Passes (5,10,20), can be linked to the Shell App. It is not possible to link single washes bought directly from the site without using the Shell App as the method of payment.
What is a Wash Code?
What is a Wash Code?
A wash code is a 5-digit code used to activate the car wash and is tied to the site/location that it was issued from.
What is a Pass Number?
What is a Pass Number?
A pass number is the number of your Flex Pass used for identification and verification of the pass. It is not used to activate the car wash.
What car wash passes does Shell offer?
What car wash passes does Shell offer?
Shell offers the following car wash passes:
- Car Wash Monthly Subscription
- Flex Pass 5
- Flex Pass 10
- Flex Pass 20
- Single Wash- Basic
- Single Wash- Deluxe
- Single Wash- Ultimate
- Single Wash- Ultimate+
You may visit our website for more details: Car Wash | Shell Canada
Other Shell Canada Car Wash sections
Contact support
Service Stations, Shell App & Loyalty
Service Stations, Shell App & Loyalty
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If needed, our Shell Virtual Assistant can connect you to a live agent during business hours, Monday to Friday: 6:00 AM – 6:00 PM excluding public holidays.
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Shell Canada Lubes Team
Shell Canada Lubes Team
Business to Business Lubes Team: Phone: 1-888-661-1771
Our lines are open from Monday to Friday, 6:00 AM - 6:00 PM excluding public holidays.
Email: ssscmla-b2clubescustomersca@shell.com
Business to Customer Lubes Team: Phone: 1-514-390-5135
Our lines are open from Monday to Friday, 6:00 AM - 6:00 PM excluding public holidays.
Shell Canada Rebates Team
Shell Canada Rebates Team
Business to Customer Lubes Team: Phone: 1-866-707-6737
Our lines are open from Monday to Friday, 6:00 AM - 6:00 PM excluding public holidays.
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