Shell Recharge Customer Service — Expert Guide for Users and Fleet Managers

Overview and scope of Shell Recharge customer service

Shell Recharge is the customer-facing support and operations function that covers public charging, home charger solutions, billing reconciliation and fleet services for Shell’s e-mobility business. Shell expanded its EV footprint significantly after acquiring NewMotion in 2017; since then the Shell Recharge ecosystem has integrated app-based authentication, RFID cards, and roaming via partners to give access to thousands of charge points across Europe and other markets. Customer service is responsible for account management, defect handling, tariff queries and coordination with charging-station operators and installers.

The service model is multi-channel: in-app chat and diagnostics, web support forms, email escalation for complex billing, and regional operations teams for site interventions. For commercial customers and fleets the function also includes service-level agreements (SLA) for uptime, remote firmware updates, and scheduled on-site maintenance and warranty handling. Typical internal targets are measured in mean time to respond (MTR) and mean time to repair (MTTR), with many operators aiming for MTTR under 72 hours for critical DC faults.

How to contact Shell Recharge (channels, addresses, hours)

Primary self-service and contact channels: the Shell Recharge mobile app (search “Shell Recharge” on Apple App Store / Google Play) offers instant session history, start/stop controls, receipts and an in-app “Contact Support” flow that attaches session logs automatically. The main public website for customer support and account management is https://www.shellrecharge.com — use the “Help” or “Contact” section to submit cases and upload photos or receipts.

For corporate and legal correspondence, Shell International B.V. is headquartered at Carel van Bylandtlaan 30, 2596 HR The Hague, Netherlands. The Shell international switchboard is +31 70 377 9111; for regional phone support check the country-specific customer pages on shellrecharge.com because local helplines and hours vary by market (many operate 09:00–18:00 local time, Monday–Friday, with emergency on-call for commercial contracts). Always provide the charger ID and timestamp when you call to accelerate triage.

Troubleshooting: what to collect and immediate steps

When a charging session fails or a unit is offline, the speed of resolution depends on the quality of information you provide. Gather these key data points before contacting support — they let technicians reproduce the issue, correlate logs and determine whether it’s an account, payment, hardware or network problem.

• Charger identifier and socket number (e.g., “LOC-1234 / Socket A”), date and exact time (UTC or local), and a photograph of the station and its label.
• Vehicle model and charger cable/connector used (Type 2, CCS/Combo 2, CHAdeMO), session start/stop time, and any on-screen or app error codes (e.g., “Error E21: communication timeout”).
• Payment method used (app account, RFID card, contactless card), last 4 digits of the card where applicable, and a screenshot of the receipt or failed payment message.

Immediate user-level fixes that resolve ~60–75% of simple problems: reboot the app, log out and back in, try a tap-to-pay (where supported) or use the RFID card. If a charger reports “offline” in the app, note the exact status and don’t attempt repeated cable force – escalations will require serial number and log data which support can extract remotely if you’ve provided the charger ID.

Billing, tariffs and refunds — exact expectations

Tariffs vary by market and station type. As a practical guide, in most European markets AC slow/fast charging (up to 22 kW) often ranges from €0.20–€0.50 per kWh; DC rapid charging (50–350 kW) commonly ranges €0.35–€0.79 per kWh as of 2024. Some sites use per-minute pricing for lower-power sessions (e.g., €0.09–€0.35/minute) during congestion. Prices are displayed in the app before you start a session and on-site at the charger; always check the app rate and estimated kWh cost before authorising a start.

For disputed sessions (overbilling, incorrect session length, failed start but charged) Shell Recharge support typically asks for the session ID and will investigate with the operator. Refunds and corrections are normally processed within 5–10 business days after verification; complex investigations involving roaming partners or card acquirers may take up to 30 days. Keep copies of invoices and receipts; you are entitled to receive corrected invoices for corporate accounting under EU invoicing rules.

On-site faults, escalations and repair timelines

On-site faults that require a technician visit are triaged by severity. Common policy brackets: (1) safety-critical faults (live exposed parts, cable fire risk) require immediate lock-out and emergency attendance; (2) full-D C failures affecting availability receive priority with target site visit within 24–72 hours for commercial clients; (3) minor AC or cosmetic faults may be scheduled within 7–14 days. Document the fault with photos and the charger’s serial number to accelerate service orders to local installers.

Replacement parts lead-times depend on supply chain and charger brand but expect typical parts delivery in 3–10 business days in Europe for common components (power modules, contactors, connectors). For contracted fleet customers, Shell Recharge Solutions can provide swap-out units or temporary mobile charging while permanent repairs are completed — ask about temporary capacity in the SLA negotiation phase.

Fleet services, installation and warranties

Shell Recharge Solutions offers site surveys, load assessments, and managed installations for home and depot charging. Typical single-home wallbox hardware ranges from €500–€1,200; professional single-phase installation commonly €300–€800 depending on earthing and cable runs; three-phase depot installations and transformer upgrades are engineered per-site and often cost €5,000+. Fleet contracts frequently include 24/7 support, telematics integration, invoicing consolidation and monthly reporting with KPIs (uptime, average session kWh, cost per km).

Warranties for installed hardware usually cover 2–5 years depending on manufacturer; Shell’s managed installations include handover documentation and warranty registration. For fleet procurement ensure the contract itemises SLA response times, swap-out policy, and penalties for missed availability targets — these commercial terms materially affect total cost of ownership.

Data privacy, account closure and regulatory rights

Account data for EU customers is processed under GDPR; you can request access, rectification or deletion by contacting support via the app or the privacy link on https://www.shellrecharge.com. Typical response times for a data access request are 30 days. If you request account deletion, export your session history and invoices first; deletion is irreversible and will remove stored payment methods and roaming tokens.

If you are a corporate or fleet admin, checklist the delegated users and billing profiles before closing an account to avoid orphaned billing. For legal or compliance questions, direct correspondence to Shell International’s legal team via the corporate website or the country-specific office listed on the Shell global contact pages.

Who is Shell Recharge Solutions?

Founded in 2008, Shell Recharge Solutions (formerly Greenlots) is a global leader in smart EV charging solutions, enabling cleaner transportation for our customers.

Is the Shell Recharge app down?

The Shell Recharge App will be discontinued in North America as the primary access to the Shell Recharge Network. Drivers will no longer be able to download or log in through the Shell Recharge App. Some drivers may continue to access Shell Recharge services with select OEMs.

What are the problems with EV charging stations?

Disadvantages of EV Charging Stations
Despite their benefits, EV charging stations come with significant disadvantages, such as high initial installation and maintenance costs, long charging times, and the persistent issue of range anxiety.

How do I report a problem with Shell Recharge?

Who should I contact if I have issues or questions with my Shell Recharge account? For any issues initiating charging sessions, reporting a downed charger, account management, payment processing or hold fees: contact Shell Recharge’s BMW support line at 1-888-211-7088.

What happened to Shell Recharge?

What happened? Shell Recharge is ending service for third-party operators. On December 30, 2024, Shell Recharge announced that it would be discontinuing its Shell Recharge EV charging solution for third-party operators. Current customers have until April 30, 2025, to secure a new solution.

How do you pay for Shell Recharge?

There are three ways to pay; either with a contactless payment card, with the Shell Recharge app or by using a Shell Recharge charge card. The price is the same for each payment method.