Leave a Review Shell
App compatibility and pay limits keeping it from 5 stars
This can be a 5 star app. It’s a solid app and works well. As a company shell needs to expand app compatibility. Still too many stations don’t support paying from the app. Additionally I don’t know anybody that enjoys stopping for gas and I am no exception. When I pull up I am usually near empty and the app always limits me to $50. Audi A6 only takes premium and has a big tank. Comes close to full but not quite. 2021 Yukon has a 28 gal tank and takes premium. Does not top off since $50 gets you about 14 gallons. Very frustrating. I plan my fuel trips based on what vehicle I’m driving and how much fuel I need. If I am low on fuel then I swing by BP. If I’m not too low and I think $50 will cut it I know come to shell.Show lessgonzalezle
Very frustrating
This app worked great for a couple months. I liked it so much that I bragged to everyone about it. I then decided to get the Shell FuelRewards card. I linked the Shell card as the primary pay method and the first few times it worked great! And then all of the sudden while on a road trip it stopped working. Now I get a rejection stating, “Payment Method Exceeded”!!! I have very little balance on the card and don’t have a payment due until next month. I like others called Shell card service and was given the run around for almost 45 minutes and then was transferred without notification to the app customer service which was even worse. I couldn’t barely understand the rep due to poor English and he blamed the card and wanted to transfer me back to where I started. I deleted the app and reloaded it and still have the same issue! This app is junk!Show lessMasterChief8717
Shell Stations Limitations
I have a Shell gas station right down the street from me. I was able to upload Apple Pay and then proceeded to fill up my tank. I chose this method due to Covid. What a surprise I had when I pulled up to the pump. I put the pump number in the app and it said station wasn’t recognized. I would think a company such as Shell would have informed all of their gas stations that The app is usable. Unfortunately that was not the case. You just lost a customer. I went to Exxon instead and it was so much simpler. I was in and out within a few minutes. Fix your app and/or fix your gas stations and tell your employees that there has to be a way that the app works for everyone at every single Shell station. Extremely disappointed!Show lessawfap
Easier access would be nice.
This app is would be great (5 stars) with couple of improvements that could be done to it. I love the fact that i can pay with Apple Pay without using my credit card at the gas stations.
Improvements:
1. Apple car play support! This would allow me to start the app while I’m driving, hence speed up the process.
2. Being able to choose the gas type number from the app would be amazing.Show lessEddie_789
No customer service
The app only works 30% of the time. Every time there is a mandatory update, it gets worse. There error is always “there was an issue with your payment”. You call the bank and they say, it’s not an issues on our side. Tried adding Apple Pay and still no success. You only get two attempts a day and then you are locked out. When you email tech support, it is several days before you get a response, and it’s usually response of blaming the bank. After 6 incidents to support, I gave up and deleted the app. The clerks at the various stations have no idea how the app works. I was mad enough to stop buying fuel from Shell and drive father to another fuel dispenser.Show lessP!zzza
What happened to the Debit Card option??!!
A few weeks ago I went to use the app conveniently in my car and noticed that I couldn’t use it because my card expired. When I went to update it, it wouldn’t let me. Luckily, I had my card with me so I had to go in the store to purchase my gas. I called customer service and they said they disabled that option because they were currently working on an update. An update just showed on my phone today, so I updated it. Just to find out that I still can’t update the exp date &/or can’t add another personal cc. I called cust. svc. and they said they disabled that option completely and the option to add a personal debit card. Such a bummer!!! I was able to leave my debit card/CC at home and use the app with no issues. Now I have to carry my debit when I go just to get gas then stand in line and wait for a receipt. I don’t use Apple Pay nor any of the other option cards they have listed on the app. Why did they removed a perfectly working option that people constantly use?!! Pls bring back the debit card/cc added feature.Show lessMiracle826
Watch out! No Zero Liability Fraud Protection !!
This app worked fine with non-Shell branded cards, that had Zero Liability Fraud Protection. Then Shell forced everyone to use Shell branded cards.
Shell branded card are actually just Citibank Master Cards. Citibank/Citi-mortgage is a horrible business entity to do business with. I have decades of experience avoiding any business with Citi.
I only used the Shell branded Citicard MasterCard with the Shell app and this Mastercard never left my house.
Here is what I received from Shell December 17, 2019:
“Based on our review, we have determined that you are responsible for the charges in question.” Shell Security Operations.
Wow! No zero fraud liability protection ! Shell could have applied any rogue purchases to my Shell branded Citibank card. Thank God I closed this Shell branded Citibank Master Card account with a zero balance.
I had also received blocks on this Shell branded Citibank card 9 out of 10 times that I tried to use this Shell app. You end up wasting your lifetime on multiple calls talking with Citibank trying to explain that it is you trying to use the Shell app.Show lessEd / NASA retired
Card Issue
I actually genuinely enjoyed the app at first. Quick payments, quick to work, linked to fuel rewards, and impressed many friends when I initially used it. However, they took off the payment options for credit cards and debit cards and has been a couple of weeks since they took it off with the only option being a shell branded card (typical) and limited paying options like Apple Pay (which doesn’t work) or chase pay specifically (being the only bank option I’ve seen on the app so far). Then, I read the reviews and I’ve noticed that the shell branded cards aren’t even connecting to the app. There is also a promise of there being more Payment options in the future with the words “coming soon”, but there is virtually no communication on the updates, a date, or why they took off the payment options. Not even the website on the app has been updated. Very disappointing and left with a useless app with the only hope of any updated or progression being “coming soon”.Show lessFabiancito___
Developer Response
Thank you for getting in touch with us. We are sorry to hear that you had an unpleasant experience on the application. Please provide us more information by calling our Customer Service team at 888-Go-Shell (888-467-4355).Worst Customer Service
I have been trying to install this app for the past 3 weeks. Each time I try to enter a PIN number after the login to Fuel Rewards step, I get an error message telling me to call customer service. I have already tried deleting and reinstalling the app multiple times. Multiple calls to customer service, including a conversation with a “supervisor,” were met with multiple apologies and promises to email and re-email tech support. Apparently, neither the representatives nor the supervisor can call tech support directly. I still have not heard from tech support and have now given up on this useless app. So disappointing given all of the positive reviews.Show lessNYY4
Don’t Do It, Too Many Bugs
I can’t believe She’ll is even allowing this app to be downloaded. If I were the Shell CIO I’d be embarrassed! I downloaded the app and tried to put my Shell card in as a payment option. When the Shell app tried to validate the Shell card, the process didn’t complete. I called Shell customer support. The first attempt, I was transferred to the Shell credit department to look into my Shell app. I called back and explained I don’t need to look into a credit app, I need help with the phone app. And they transferred me to Exxon (yes, they really did that). I called again and spoke to a supervisor, who also sent me to the credit app department. Called again and I think I got to their app support folks (finally) who said this was a KNOWN ISSUE WITH THEIR PHONE APP!!!! Are you kidding me? They know their app doesn’t work but they still allow people to download it? If I did this at my job, I would be fired (Yes, I lead IT). If I were their CIO, I would be so embarrassed that I would have no choice but to quit! I’m now a Valero Gas customer going forward. How can you trust a company that knowingly frustrates their customers?Show less3Bagger3
