Welcome to Shell Canada Customer Service
Shell EasyPay™
How to set-up my account in Shell App?
How to set-up my account in Shell App?
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To set up your account in Shell App, please follow the steps below. 1. Open the Shell App and ensure the region is set to Canada. |
Can I use my Shell EasyPay credit card on file in more than one mobile device?
Can I use my Shell EasyPay credit card on file in more than one mobile device?
To protect the security of your account, we have implemented one mobile device only for each registered credit card. If you have changed your mobile phone or uninstalled & reinstalled the app, it will create a new mobile device ID on your account, please kindly re-enter your card detail under “…More” and “Payment Methods” for verification.
Why has my card on file been removed?
Why has my card on file been removed?
Shell implemented a security update to ensure the credit card stored for use with the original mobile device when registered with Shell EasyPay. If a mobile device was changed or the customer deleted the App and reinstalled, the card on file will be deleted for security reasons. Customers will need to add payment card details using the SMS verification, or they could use Apple Pay or Google Pay as a method of payment using Shell EasyPay.
Are there products I can’t purchase with Shell EasyPay?
Are there products I can’t purchase with Shell EasyPay?
The following products cannot be purchased when paying with Shell EasyPay:
- Shell Gift Cards
- Shell Car Wash Pass Cards
- Any prepaid Visa or Mastercard
- Any other gift card product
- Any prepaid phone card product
Please use an alternate method of payment if you are purchasing any of the above products.
The list of restricted products is subject to change at any time and without notice.
Why am I unable to add my payment method to Shell EasyPay?
Why am I unable to add my payment method to Shell EasyPay?
You may not have been able to add a payment method to Shell EasyPay due to one of the following reasons:
1. You are trying to add a payment method that is not supported. Please review the supported payment methods here: https://support.shell.ca/hc/en-ca/articles/360001991797-What-payment-methods-can-I-use-with-Shell-EasyPay-. In particular, Visa Debit and Mastercard Debit cards are not supported for use with Shell EasyPay.
2. The details you have provided for the payment method you are adding did not match the details held by the issuing bank or financial institution. Please check the details are correct before retrying.
3. The addition of the payment method was blocked by the issuing bank or financial institution. Please contact the issuer of the payment method you are trying to add for full details and steps to resolve before retrying.
4. You have reached the maximum number of cards that can be added to your in-app wallet. The current maximum is two cards; this is subject to change at any time and without notice.
5. You have reached the maximum number of attempts to add a new payment method in a 24-hour period. Please wait at least 24 hours before trying again.
If you continue to face issues adding your payment method please contact us via one of the mechanisms below so that we may assist you further.
Alternatively you can check if your payment method is supported for use with Apple Pay or Google Pay as you can use payment methods in those wallets with most features of Shell EasyPay.
Can I use my Shell Fleet Navigator™ Card or Shell Fleet™ Card with Shell EasyPay?
Can I use my Shell Fleet Navigator™ Card or Shell Fleet™ Card with Shell EasyPay?
At this time you cannot use fleet cards such as the Shell Fleet Navigator™ Card or Shell Fleet™ Card with Shell EasyPay. We apologize for the inconvenience and are working to add support to Shell EasyPay for these cards in the future.
How do I register for a Shell account?
How do I register for a Shell account?
Your Shell account is used to keep all of your details safe and secure and provide you with access to services such as Shell EasyPay.
To register, simply tap on the Shell EasyPay tile on the Shell app home screen. From there, you will be able to create a new account.
Can I use my Shell Gift Card with Shell EasyPay?
Can I use my Shell Gift Card with Shell EasyPay?
At this time you cannot use your Shell Gift Card with Shell EasyPay. We apologize for the inconvenience and hope to add support for Shell Gift Cards with Shell EasyPay in the future.
Why was I signed out of the Shell app?
Why was I signed out of the Shell app?
If you do not use the Shell app for an extended period of time, you may be signed out as a security precaution.
Simply sign back in using the email address and password you used to set up your Shell account initially. You won't need to set up your payment details again but you will need to re-link your AIR MILES Account.
How do I link my AIR MILES Account?
How do I link my AIR MILES Account?
Please tap 'Link AIR MILES Account' from the home screen of the Shell app to link your AIR MILES Account. You will need to sign-in using your AIR MILES Collector Number and PIN to complete the linking process.
When linked, you can check your account balances and also find a digital AIR MILES Card for use if you are paying via a traditional method of payment.
When you use Shell EasyPay and have linked your AIR MILES Account, your AIR MILES details are automatically included with every transaction saving you time and ensuring you never miss an opportunity to get rewarded!
Please note that if you log out of the Shell app, or are logged out due to inactivity, you will need to re-link your AIR MILES Account when you log back in to the Shell app.
Station Locator says I am at a Shell Station where I can use Shell EasyPay, but when I pay at the pump I am getting a 'Station Not Found' error - what can I do?
Station Locator says I am at a Shell Station where I can use Shell EasyPay, but when I pay at the pump I am getting a 'Station Not Found' error - what can I do?
Please ensure that you have good connectivity and you have Wifi enabled which can help to more precisely locate your mobile phone.
If this does not resolve your issue, please report the issue using the 'Report Missing Station' function in the app so the team at Shell can work on a resolution. We apologize for the inconvenience.
What do the fuelling amounts mean, and how am I charged for fuel when I use Shell EasyPay?
What do the fuelling amounts mean, and how am I charged for fuel when I use Shell EasyPay?
The selected fuelling amount represents the maximum total dollar value of fuel that you can dispense when you use Shell EasyPay to pay at the pump.
We will authorize your payment method for the full amount of the fuelling amount you have selected, therefore you must have these funds or credit available.
When you have completed refuelling, we reverse the authorization and charge you only for the amount of fuel that was actually dispensed.
In most cases funds released will be available for use immediately, but this may vary by your payment method issuer or financial institution. Please contact your payment method issuer or financial institution for further details.
Why was my payment declined when I tried to use Shell EasyPay?
Why was my payment declined when I tried to use Shell EasyPay?
Your payment may have been declined for one of the following reasons:
1. You do not have sufficient funds or credit available to cover the full authorization amount selected when paying at the pump.
2. You are paying inside and attempting to purchase more than the current maximum limit indicated in the app.
3. Your bank or financial institution declined the transaction and/or blocked your card from use with Shell EasyPay. Please contact the financial institution or issuer of the payment method you are trying to use for full details and steps to resolve.
4. If you see an error message ending in E023, E024 or E032 then you have reached the number of allowed uses in a 24-hour period for your payment method with Shell EasyPay. Please wait at least 24 hours before using that payment method with Shell EasyPay again. Please use an alternate method of payment.
5. If you see an error message ending in E062 then the payment method you are trying to use is not available for use at the location where you are using Shell EasyPay. Please use an alternate method of payment.
If you continue to face issues using Shell EasyPay to pay at Shell please contact us via one of the mechanisms below so that we may assist you further.
Are my payment details safe & secure with Shell EasyPay?
Are my payment details safe & secure with Shell EasyPay?
When you add your payment details for use with Shell EasyPay they are securely encrypted and vaulted by Moneris, Canada's #1 payment processor.
Shell does not store any of your payment details and never sees sensitive payment data such as full card number when processing your purchases, giving you a safe and secure purchase experience at Shell.
Additionally, you will set a PIN to be used when making a purchase with Shell EasyPay to protect against unauthorized usage. If your device has biometric authentication available (i.e. Touch ID or Face ID) then you an enable this to be used in place of your PIN once your PIN is set.
Please ensure you keep your Shell account details and Shell EasyPay PIN safe and secure to protect against unauthorized usage.
What payment methods can I use with Shell EasyPay?
What payment methods can I use with Shell EasyPay?
We accept the following payment methods with Shell EasyPay:
- Visa (credit cards only)
- Mastercard (credit cards only)
- American Express
- Union Pay
- Discover
- Interac Debit (in Apple Pay or Google Pay wallets only, where supported by the issuing financial institution)
Except where indicated, you can use your payment method either via Apple Pay or Google Pay where available, or by directly adding it to Shell EasyPay.
Please note that Apple Pay is currently not available for use with the 'Pay Inside' functionality of Shell EasyPay due to technical limitations and restrictions imposed by Apple.
How do I use Shell EasyPay to pay inside?
How do I use Shell EasyPay to pay inside?
Please follow these steps after you have downloaded the Shell app, registered for a Shell account, linked your AIR MILES Account (if desired) and set up one or more payment methods:
1. Tap 'Shell EasyPay' from the home screen of the Shell app
2. Tap 'Pay Inside'
3. Confirm your payment method and authorize payment
4. Show the QR code to the Sales Associate to scan to pay for your purchase
Maximum purchase limits may apply. These will be displayed in the app below the QR code.
Please note that Apple Pay is currently not available for use with the 'Pay Inside' functionality of Shell EasyPay.
How do I use Shell EasyPay to pay at the pump?
How do I use Shell EasyPay to pay at the pump?
Please follow these steps after you have downloaded the Shell app, registered for a Shell account, linked your AIR MILES Account (if desired) and set up one or more payment methods:
1. Tap 'Shell EasyPay' from the home screen of the Shell app
2. Tap 'Pay at the Pump'
3. If you are located at a Shell Station that is very near to another Shell Station, you may need to confirm which Shell Station you are at
4. Enter the pump number that you are parked at; this may be located above the pump or on an adjacent canopy column
5. Select a car wash if available at the Shell Station you are at and desired
6. If you have any AIR MILES Cash Miles, tap 'Use' to apply them towards your purchase
7. Confirm all other details are correct and authorize payment
When payment is authorized, please put your mobile phone away prior to starting to refuel your vehicle.
Is it safe to use Shell EasyPay?
Is it safe to use Shell EasyPay?
We encourage all customers to complete the payment process on their mobile phone from inside their vehicles and to put their phone away while refuelling as it is important that you remain focused on safely refueling your vehicle.
For motorcyclists, you may complete the payment process on your mobile phone either mounted or dismounted, but you must put your phone away and dismount while refuelling.
For your safety, mobile phones must not be used while on the forecourt while refueling or moving between your vehicle and the shop.
Where can I use Shell EasyPay?
Where can I use Shell EasyPay?
Please check Station Locator in the Shell App where you can use the filter functionality to find all Shell Stations near you that accept Shell EasyPay.
Other Shell App sections
Contact support
Service Stations, Shell App & Loyalty
Service Stations, Shell App & Loyalty
Chat with us anytime! Our Shell Virtual Assistant is available 24/7 to assist you. Simply click on the chat button at the lower right hand corner of the page to start a conversation.
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.
Webform: Shell Service Station Enquiries
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.
Voice Of The Customer
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