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Shell: Fuel, Charge & More App Complaints & User Negative Comments 2024
Shell: Fuel, Charge & More app received 66 complaints, negative comments and reviews by users. Have you ever had a bad experience using Shell: Fuel, Charge & More? Can you share your negative thoughts about shell: fuel, charge & more?
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Shell: Fuel, Charge & More for Negative User Reviews
✓ Shouldn’t need location access to add a credit cardI can’t seem to add a credit card for payment unless I turn on location services. Why? I’ve used my credit card in Canada, US & all over Europe. Why does the Shell app require my location except an unnecessary data grab?.Version: 6.9.0
✓ SHELL GIFT CARD PAYMENT OPTIONI like the idea of paying at the pump via the app; however, it would be nice if the Shell Gift Card could be added as a payment option. One of the reasons why I am asking for this is that I travel a lot from Texas to the Midwest and I like to buy Gift Cards for traveling. I end up having a small balance on the gift card that can’t be used at the pump and I rarely buy snacks at a gas a station. Just a thought. If Chick - Fil - A is able to have on their app to add funds to their app so purchases can be deducted, it would be nice if Shell can do that as well..Version: 5.1.1
✓ Just try to add a cardDownloaded and tried to add a card. For three days. All I get is “you are unable to add anymore cards at this time.” Anymore? I cannot get one to add. Uninstalled. Waste of time and effort. Managed to add a card and while the application works it can be brutally slow. At times it takes three attempts to find the shell station you are at. Then the pumps favorite screen words are wait a minute. It has taken me at times in excess of two minutes to start pumping gas. Wow. It is not like I am using an old phone (Xs max), as well as living in Dallas you think the cellular network is ok. This apps issues have all the marks of an app that was rushed to meet a certain release date. May stop using until some of these issues are addressed..Version: 1.1.0
✓ Could use only onceI set it up and used once and it seemed fine until i opened it for the second time. It erased all my info, did not accept my password, refused to create another account because said I already have one. Tried resetting my password, did it through chrome and next time it did not accept my password. Reset my password again through the app, then it finally accepted. Then had to pay using apple pay, which was super glitch as I had to try 3-5 times for it to work. Cannot trust this app again ever. I would just delete it and move on to next gas station only if I did not have to use this station there. Please develop apps using developers, not free interns. I tried to revisit the app after some months and oh boy… nothing has changed and somehow it got even worse. So now I decided that I should never visit shell again, and set gas buddy to not recommend shell..Version: 5.0.1
✓ Not so great at allMaybe the first month of promotions is great but once you go through all that it’s literally nothing better than Speedway’s 5 cents per gallon discount. And the claims from Uber & Door Dash about the Shell Fuel Rewards app being a app to help us drivers save more on our gas is such a false claim, it doesn’t save anymore than what Speedway gas stations does for everyone that’s not a delivery driver. The Shell Fuel Rewards is nothing special at all especially for us Uber & Doordash drivers, but what’s worse is at least Speedway gives you the discount no matter what, for the Shell Fuel Rewards you have to purchase a minimum of 10 gallons just to quality your monthly transactions to maintain the so-called “reward perks” of your membership. Until you guys actually make it worth gasing up at Shell stations, I’m just gonna continue to gas up at Speedways and using the Upside app instead, at least upside offers 9-15 cents off per gallon. Sometimes even more than the lowly 30 cent off per gallon discount only given during the first month of the Shell Fuel Rewards Program.Version: 6.4.0
✓ My debt card info was stolen on this appI have to say first off when I write a review in the app. The shell support employees are awesome! But the app still doesn’t work and a few weeks I entered my debit card information into the app. Somehow someone was able to obtain it and try and use it. The way I found out was my wife and kids went out to breakfast and when I went to pay my card was declined. So I looked on my bank app and sure enough there was a lock put on my card. I called my bank ASAP and they said there was four charges from shell so the put a hold on it. I explained that I just added my debt info into the shell app. They said delete it immediately and don’t put it back in there. These days who knows how it happens or when..Version: 1.1.0
✓ Very problematic AppAfter many attempts, I still have not been able to get any rewards in my fuel rewards from this app. There is some type of disconnect. When I put in the pump number, put in my pen, never gives me the full rewards even though it is linked. The app takes the money directly from my bank, not a credit card and it does not give me the fuel rewards. Not only that, it charges me a credit card price even though it’s taking cash from my bank account I’ve been calling the number and back of the fuel rewards card I spoke to them many times. I was told to reboot the app to install and reinstall the app. Last time I did it I put in the wrong pin number and it froze the app. So I’m reinstall it and I’m going to give it one more chance I hope it works thanks please help.Version: 5.0.1
✓ Does not always work and csr cannot fixI don’t even know where to begin describing the issues. But shell has two, not one app for their rewards, and the two do not share login, reward program or register your transactions same way nor has customer service ability to help to fix the discrepancies, nor do they seem to care. It’s so hypocritical to see the replies to all bad experiences here saying please call us, but when you call them, they only say they have no ability to help. The result is you make the purchase and then it’s only registered in one app, and not the one that rewards you, and you feel scammed, and when you call them, they do absolutely nothing. In my experience and what I can read in other reviews as well, Fuel Rewards app works and their customer service works, but the fuel-up 4 times discount is only available in the Shell US & Canada app, and this app is dysfunctional and their customer service is dysfunctional as well..Version: 6.9.0
✓ Convenient for contactless fill ups, howeverThe app does not store receipts for longer than 6 months. This is very inconvenient for individuals that are self-employed/commissioned and require copies of all the receipts at the end of the year. It would be ideal if it provided access to the most recent 18-24 months of receipts..Version: 4.1
✓ GarbageCan’t add payment card and link airmiles. What’s the point of this app?.Version: 6.9.0
✓ Cannot add G.C. For payment.Gift cards cannot be added for payment. Take out for rewards I need to pump at least 5 gallons of gas. Unfortunately you cannot get 5 gallons of gas with a $25 gift card. So you’re just out of luck. Even if you go insideShell locations with multiple gift cards adding up to over $100 (which still won’t fill up my truck), if they’re in $25 gift cards it doesn’t count for anything. Almost every other retailer that has a functioning app allows you to add gift cards, and combine them into one balance so you don’t have to do multiple transactions. If you have Kroger/Ralph’s points, the good up to 30 gallons. But you can’t pump 30 gallons in one transaction because the pumps won’t let you pump $200 in fuel!So you can’t even completely use the rewards that you have! I know you’re a petroleum company, but every other retailer has seemed to figure it out!.Version: 5.1.0
✓ The app is awesome; the customer service is terrible.Even though I pay all of my bills in full, Shell/Citibank has treated me as if I am a criminal. Yesterday I was questioned by approximately seven different representatives, asking the same name, address, date of birth, Social Security number and account number. If Citibank/Shell were really doing their job, correctly, they would know that I was originally a Citibank customer with a Citibank checking and savings account. When I was at Walmart, buying a $14 item, and Citibank accused me of fraud, that’s when I decided I had enough. The only reason why I bother with this garbage, is because of the savings that these credit cards offer, provided you use their card at the gas pump..Version: 6.0
✓ Shell took my $$$, but no gasI had use this app for about a month, and it worked fairly well. However recently I was at a station and prepaid for gas with Apple Pay. The money was deducted from my account but the transaction was cancelled at the pump, no explanation provided. No refund was issued for the failed transaction. I contacted Shell and provided them with the transaction details from my bank, but they refused to provide a refund, telling me I had to contact my bank. I will be deleting the app and giving my business to a different company. Not worth the trouble or the risk..Version: 5.1.1
✓ 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..Version: 3.0
✓ Lave autoMalheureusement le forfait pour le lave-auto ne fonctionne pas au Québec.Version: 6.9.0
✓ Fix it!This was always my go-to for gas. I always saved money and it was easier and safer than scanning my physical cards. But during this last update, everything seems to have come crashing. First off, it took me close to a minute to even get the app past the circle loading screen when I had full service. Second, it took several presses to get to the payment screen. When it got to the payment screen, it kept glitching and then told me it couldn’t work. I tried again, same thing, tried again, same thing. THEN I tried my fuels reward card. The gas pump wouldn’t even recognize it. So then I used my debit card and didn’t save 5 cents per gallon after I got fed up. What happened to this app? It used to work perfectly and now it’s unusable.Version: 2.3.0
✓ No customer serviceThe 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..Version: 3.0
✓ HorribleI spend 2 - 1/2 hours trying to link my Shell Credit Card to the app. Come to find out that this App, Shell , the Shell Credit Card Bank (Citibank) and the Shell Fuel Rewards are all different entities (Business Organizations) trying to lure customers under the Shell Brand. However, none of them talk to each other from a technical perspective. This is probably why there are so many bad reviews on this app due to the poor customer service experience. It is absolutely horrible from the consumer perspective/experience trying to solve a problem and being transferred 10-15 times from phone number to phone number trying to solve a problem. And after 2-1/2 hours, I still cannot link my Shell Credit card to this app. Shame on all these companies for not reviewing their processes to ensure a good customer experience..Version: 6.7.0
✓ UselessAs others have mentioned there is no option to link payments to a credit or debit card. This alone makes it useless for me as I do not have, nor do I want, a Shell credit. I also do not routinely use ApplePay or PayPal. Security is also an issue. It does not allow you to cut and paste passwords and limits the password you can you to 8 characters. This makes it impossible to use password managers that generate long complex passwords that are impossible to remember. The ability to link accounts in the cloud and use complex password to aid in keeping those accounts safe from hackers is not an option. Interestingly, if you can find the website associated with the account it sets up when you activate the app (they have many websites that you can login to - use fuel rewards) the website will allow you to link other cards. I have not tried this as I am not sure I trust the app or website developers. It clearly has bugs and the overall strategy is not well thought out. I was really only looking to delete the account set up by the app..Version: 4.1
✓ Cannot update this app on an iPhone 6 (iOS 12)Useless now since it requires an update running only on iOS 13 or higher. I cannot download a compatible version for my iPhone 6.Version: 4.1.1
✓ Misleading / misinformation / does not work correctlyUsing this app for several years, I can’t tell you how many times I have to contact customer service due to miss information on their app. I receive notifications for a fuel rewards, that do not get credited when you use them. They offer deals on days that display only one time, have to be clicked on, and when you go to use them, they are not credited. You call customer service, and they tell you there’s nothing they can do, because the link is no longer displayed/disappeared and they can’t verify that you clicked on it. You need to screenshot every time you use the app because they have no records of your transactions or deals offered. even though transactions can be recorded on the app, they apparently can’t see it. Pretty sketchy to me that you make transactions through an app, and there’s no record of them. Charges also are not processed in a timely manner sometimes. Use of this app has caused me to lose our confidence in Shell products and services. I mean, if this is how they handle your business and money, How can you trust their products?.Version: 5.3.0
✓ The app always denied I use my air miles to redeem my rewardsThe app doesn't take my credit card when I try to use my Air Miles rewards. I have to use the physical card to pay at the pump. The customer service phone will never call through. I did a test, for 7 hours with no one picking up the phone call. I rather drive a little further to Esso for gas..Version: 6.9.0
✓ Problems with the Shell AppI just got an email saying a new addition to shell app was Spin and Win. But it said I had to update the app. So I tapped update icon on the app and it buffered and buffered until I finally gave up waiting and closed the app. Also when I went into the app to correct info like my alternate ID it wouldn’t let me change it. The ID I have was my old phone number that I can’t always remember . I called customer care to try and update my info and it’s answered by a robot and you are immediately put on hold. No thanks , my time is valuable and I’d probably be on hold forever just like the app I was trying to get into that kept buffering forever..Version: 6.4.0
✓ Don’t Do It, Too Many BugsI 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?.Version: 2.3.0
✓ Doesn’t work without wifiGreat app, when it works. It does not work if you are not connected to a wifi signal, which never happens when you’re at a gas station. It does not work with 5g or any cellular network..Version: 6.9.0
✓ Very unsatisfiedAt first I was very satisfied because my rewards were coming up like they were supposed to and because I doMakes such a big commute to get to work the $.10 a gallon being a gold member every now and then helped a lot. However after two times getting the $.10 a gallon it has stopped and even on the app I cannot view my activity and see where I’m getting closer or not and how much I’ve put toward getting the $.10 so I’m really disappointed and I’ll be honest I don’t see it any different than just going ahead and going to Walmart. I really hope that you guys fix this because I’m a single mom and I drive 45 minutes just to get to my job. I was actually bragging and referring Shell to my family and friends. Now I’m not so sure and if it doesn’t change I will be letting them know..Version: 3.4.0
✓ Inconvenient in NJIn NJ (and other states where you can’t pump your own gas). You’ve got to get the app pulled up (which you hopefully didn’t do while driving into the station) and enter your pump number by the time the attendant gets to your car. Otherwise, you’re sitting there fumbling with your phone while the attendant stares at you. That just creates stress for me. Not to mention that there have been a couple of instances where the app has logged me out and refused to let me log back in. At least half the time I just hand over my CC and Fuel Rewards card instead. If they added a 3D Touch shortcut, or a Siri Shortcut that took you straight to Pay at the pump, I think that might help..Version: 1.1.0
✓ Shell Stations LimitationsI 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!.Version: 3.2.0
✓ Okay App Until You Need Customer SupportI used to love this app. Used it exclusively to pay for fuel because it was so convenient. Then one time the app returned the extra preauthorized amount and took it again. I assumed it was just a glitch and would reverse in a day or two. It didn’t and I went looking for my receipt and discovered I hadn’t been issued one. Figured this confirmed there had been a glitch and that once I contacted the company they would reverse it no problem. After exchanging multiple emails, phone calls to shell and my bank, and providing all of the evidence including a screenshot from my bank account to support my statement, my money was not returned, and the company essentially said my transaction never occurred and called it a day. I liked the app before this but now I won’t be using it and I warn other people against it because they do not stand by their own errors so the risk isn’t worth it..Version: 5.1.1
✓ Fails to work with fuel rewardsIf you are a fuel rewards member, don’t use this app. Your only options are entering your alt id at the station or using a fuel rewards card. This app may seem to connect to your fuel rewards account, and may display the correct savings amounts and prompt you to use your corresponding discounts when paying at the pump, but upon accepting and fueling at the pump, you will realize that none of those rewards were applied. I have tried this multiple times and it scams me every time, the 4 fill ups for 5 cents off discount doesn’t even increment. I’m really disappointed as this would have been a great way to be able to use Apple Pay with fuel rewards and tack on additional savings, but unfortunately that’s not the case. I don’t see any point to this app as long as it scams me like this..Version: 6.5.0
✓ Card IssueI 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”..Version: 2.4
✓ UnreliableI don’t drive much so I waited like all month for my tank to get low because I had a bunch of rewards stacked up and I wanted to use them all at the same time when I pay. I had a 60 c/gal reward. I went to the Shell station, opened my Shell app, clicked pay (I use Apple Pay), and clicked pay at the pump. Then I typed in my pump # and filled up. But guess what? IT DID NOT USE MY REWARDS. I’ve only done this one other time and everything worked perfectly. So why didn’t it use any of my rewards this time?? I demand some compensation. Either a refund, or another 60 c/gal reward. I’m furious because I waited this long and saved so many rewards, but they didn’t actually get used..Version: 5.3.0
✓ Worst App Experience EverPicks up stations across the highway instead of the one you are currently at. Finally made it to the other station to be told now through the app that I have exceeded my spend limit because the three authorizations that which were cancelled while I was at the other Shell station across the highway. Y’all need to get this figured out. I used the app for over a year with no problems ever, then in the past month I have had an issue every single time. Have even removed and reinstalled and still have problems. Plus it pre authorizes your credit card for $150 every time. I don’t understand why? I use premium and the most is typically $85 for fill up..Version: 5.2.0
✓ Horrible appI have been a Shell loyal user for decades. The gas is great, but the app is horrible. I spent 3 months getting an issue taken care of. I was needing a new Credit Card which took 3 months to receive and possibly 10 phone calls to finally get that issue solved because the app wouldn’t work. Newest issue and so far, i have been on phone for just under 2 hours over 2 days and transferred at least 8 times. There is no direct number for technical support for the App. How does an international company not have better support???? Now my issue has been escalated to technical support and they must contact me! If I didn’t want to stay with Shell, I would trash the app and trash Shell. Infuriating to be wasting precious time getting the runaround. I should get a gift card for being forced to waste so much time on solving the issues. What a nightmare! I wonder how long it will take technical support to contact me. Sigh.Version: 5.1.1
✓ A note to the developer…Hey there, just a suggestion but instead of asking everyone for more details why don’t you just go to the gas station and try the app for yourself?! I’m not sure what more detail people could provide?!Most of the time when I’m seeing that response it is crystal clear what they’re saying is the problem. It refuses to accept the card as a payment method when I try and enter it into the app and it will not do anything besides freeze up when I attempt to pay at the station. That should be pretty clear and not require any more details. I’ve also deleted the app and reinstalled so that suggestion will not be helpful..Version: 3.3.1
✓ Works pretty good, mind the flex pass EXPIRYApp is ok, but the flex passes expire… lost out on some of the washes I paid for as a result….boo..Version: 6.9.0
✓ Link to airmiles will not workWhy push it if it doesnt work.. in an infinite loop of signing into airmiles.Version: 6.9.0
✓ The Pay at the Pump app Feature Rarely WorksEither the station doesn’t support it (why?), my payment is “invalid” (it’s not), it’s unavailable right now (why?), I’m too far away from the station (I’m sitting at the pump), or I’ve reached my limit of using it in the allotted time. What?? I’ve used it twice in the last month. They encourage you to use it four times in a 30 day period. So what’s the real issue here? Greed? You don’t want to give me my measly 5¢ off per gallon that you advertise everywhere at every station everyday, all year? Or is it incompetent developers who can’t get a simple app to work? Or is it a bad company that doesn’t want to properly fund the developers while falsely advertising a discount that you can’t even get? K let me know thanks..Version: 5.3.0
✓ Horrible AppThis is by far the worst app I have ever tried using. I have been trying for days and days to add a payment method. It keeps saying call customer service when trying to add a bank account. When you call the number they are not available, ever. I have tried putting in a credit card it keeps saying maximum number of cards already, which is funny because there are no cards saved. This is a joke. I should have read the recent reviews before I downloaded it. It says a lot when the canned response to all of these reviews is the same thank you for your concern please call customer service… well why would I do that when you never answer? I will be deleting it and going back to the other gas stations..Version: 5.0.1
✓ Very InconsistentAs a Fuel Rewards Member I always have at least a 3 cent per gallon discount to apply. The last several months, the app has only applied those discounts about a third of the time when I use S-Pay, even though I have it selected to use the full balance. I noticed this today and called the Helpdesk number the app told me to call when I clicked the Help icon. The agent then told me that I would need to call another Customer Service number for help with the app, and they were closed today. Seems like they don’t want to make it easy to get the help you need. Also, why does Shell ask Fuel Rewards Members to download both the Shell and Fuel Rewards apps? This makes for a difficult customer experience..Version: 6.7.0
✓ App compatibility and pay limits keeping it from 5 starsThis 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..Version: 3.3.0
✓ Bad AppWow, I wish I had read reviews to realize this was a widespread problem. First, why are there TWO apps for the same thing?? I have the Fuel Rewards app with a “Pay” button that just redirects you to a different app with a different account even though they can all be linked because they have the same purpose. Anyway, I use the Fuel Rewards app to check prices and never had the desire to pay with my phone at the pump. Until I saw a way to earn more cents off (4 fill ups earns another 5¢ off). I have used the app for months without problem. All of a sudden, I’m trying to pay at the pump and my card’s declined. Weird, but I pay with my card and realize that’s not the problem. I removed my card from the payment methods in the app and try to add it again—nope. Try to add a different card—nope. My second issue is that when I tried to troubleshoot on the app, a help thread said “click the help icon in the bottom right to open the live chat.” When I pushed the button it opened an email form, not live chat. Make sure your “help” is accurate! It’s taken days for Shell to get back to that email and who knows how long they’ll take to solve this problem? I know that if I give in and call, I’ll be on hold forever and run around in circles with someone that way. If this doesn’t get fixed I’m giving up on this app and just living with my plain old 5¢ off. I’d love to say to heck with Shell completely but in a small town it’s all I’ve got..Version: 6.0
✓ Shell pay not availableParry Sound shell pay from app is never available at the Parry Sound station. Receipts sometimes not printed at gas pump. Always works at the station I go to in Barrie!.Version: 6.9.0
✓ Never Works!I downloaded this app a couple weeks ago. I’m on a road trip with an expired debit card, so have to either pay in cash or Apple Pay. This app was very alluring since I can pay via AP! First fill up worked like a charm. I then try two other Shell stations, one is closed for remodeling. The other ran out of gas. Both stations were cheaper than the competitors, so I humorously go to the most expense Shell. Surely they’ll be reliable. Nope! Half the pumps were not working and the working pumps had to be paid for inside with the cashier, who didn’t know how to apply the Fuel Rewards. That was the last straw. 3 strikes you’re out. I filled up just enough to get to the next city, where I then filled up at Circle K with no issue. I’ll be avoiding Shell in the future..Version: 4.1
✓ 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..Version: 2.4
✓ Unauthorized withdrawal of funds from debit account.I had an issue where I tried to use the app to purchase gas. The app locked up, however the phone proceeded with the $150 withdrawal. This was refunded when the transaction was cancelled. Shortly after the refund was corrected, once again withdrawing $150 from my account. Shell support has had these funds for 15 days. If you do choose to use the app, I would recommend a credit card instead of debit as you can dispute this with a cc company..Version: 4.1.1
✓ UnreliableThis app works maybe 5% of the time. Always giving me errors when trying to add a payment method..Version: 6.9.0
✓ Risky when it doesn’t workFirst time use - tried to use pay at the pump -amount authorized and I filled the tank. Got back into the car. The app did not say anything. I drove my car and since my hands were too cold I stopped by the side to find my gloves. Check the app and it said transaction was cancelled by the store associate. I rushed into the store and the guy was like I thought you were driving off without paying. What if I hadn’t checked my phone again?? Not recommended..Version: 4.2.0
✓ Terrible customer serviceI enjoyed the app and savings to begin with. However, when I had an issue and needed to contact customer support, I was treated poorly. I had an issue where I had more than one payment linked and my preferred payment was not the default even though I selected it to be. My payment was rejected and I was not notified via email, app, etc. On the app, nothing appeared out of the ordinary after making the transaction as usual. I didn’t see the issue until I went to fill up again. When I called customer service to get it taken care of and to report the system error I experienced, I was talked to SO disrespectfully. The agent literally raised her voice talked over me. I called again after trying to understand what happened (because at the time it wasn’t clear and she was not trying to help me understand) and when I asked for a manager, she said no. I called back with my bank because there were fees associated (and I was refused a manager). It was the same rude person. I had to ask HER if she would calm down to simply ask my questions. My bank refunded me the fees as a courtesy and I paid the remainder of my part. I deleted the app and haven’t used the app since then. Shell should be ashamed choosing such unprofessional people to offer customer support. It was a joke and in total a 2 week ordeal. I’m happily with Exxon now..Version: 5.0.0
✓ Useless appWhen i went to fill my second vehicle application doesnt let me pay. Cant a customer pay for two vehicles in 1 hour? Brain less application, testing & management teams working here Wh.Version: 6.7.0
✓ Can’t verify my BCAA accountIt keeps saying it can’t verify my account when I try to link it. Sucks because it’s the only way to get 3¢/L cheaper but they’re gate keeping it..Version: 6.9.0
✓ Constant app updates mean that I can’t use the app...This app is fine... when it works. However, it has now happened to me three or four times, that I open it at a gas station, and it won’t work because there’s a new update, which I can’t download if there is no WiFi. So probably once a month, I have to still use a credit card and my shell card instead. The only way to alive this is to check for app updates before I leave home. What a pain! We should still be allowed to use the previous version of an app, when we are stuck at a gas station and need to use it..Version: 3.3.1
✓ Why the f* do you need my cell phone number?Just to pay for gas? Get the f* out of here. Edit: responding to the response. There’s literally no other app I’ve ever used (including for other gas stations) that requires this. It’s nonsensical..Version: 5.1.1
✓ Cannot create accountWill not allow me to create account (E000G).Version: 6.7.0
✓ Worst app ever.Never works, takes too long for the attendees to authorize the pump and even when they do the app doesn’t work and I’m often left worried my cad is now going to be charged for gas I didn’t even receive..Version: 3.2.0
✓ TroubleThis app worked until I had to update my credit card number. I have contacted Shell and it’s still not working. It’s a pain to use 3 cards at the pumps (CAA, Airmiles and credit card) especially in the cold winter so I just go to Esso. I would really like this fixed..Version: 6.9.0
✓ Not as easy to pay as it should beFace recognition for payment not working. It is enabled, act like it is looking for my face, shows a check that it recognizes me, then still insists on me entering my pin.Version: 6.9.0
✓ Doesn’t count all your fill ups!I’ve filled up at least 10 gallons at least 5x for the past month and none of them got counted for the 4 fill ups to maintain gold status. I emailed shell service regarding this coz I’ve been filling up with them for the goal to achieve platinum status. I have requested them to count the last 3 fill ups at least since it’s a whole new period for fill up counts, but they literally told me they will only count the earliest fill up but not the last 2 fill ups… which doesn’t make sense!! Why?? I have asked for a reason behind this and they still haven’t responded, nor does it reflect on the app that they have added the fill up to the 1 to 4 counts. I don’t see the justification or rationale on this “solution” they have. I’ve been with Shell for the past 8 years but I’m starting to think twice of staying loyal with them if they’re not doing the same for us. This is basically “stealing”. I choose shell over other cheaper gas stations coz of the rewards but if this is the case, I think I’m just losing a lot of money considering Shell’s almost usually more expensive than other stations without the discounts. If you’re with them for the rewards, just make sure you double check on the app if they’re actually counting your fill ups coz this has happened to me more than 7x already..Version: 6.5.0
✓ Wow!So I just wrote a review it’s not listed I don’t know why?… irrelevant though. I’m posting this because I can no longer see the prices online. I downloaded Circle K as well as another gas station so I try to only shop at Shell for gas. Before today I did not have those other gas companies apps ln my phone. I know all prices in town are fairly competitive. The other gas companies are at least showing me their prices. I have to fill up my vehicle every single day from practically empty, I spent hundreds of dollars at buying gas a week I need to know the prices. I will delete my account and probably change my phone service because I am very petty. I don’t care who knows it now perhaps I’m just doing it wrong perhaps there’s a Hidden setting or maybe it’s in the progress of changing I am giving shell seven days from today if I can see the prices after that great I’ll keep shopping in Shop if I can’t see him and can you give me this app me and mom I need a new phone so I’ll go to another phone company. I can probably save just as much with other gas stations 10 sans 15 sense I go out of my way drive 5-10 miles and work different areas for better deals. Yall need to reach out to me or i will scream from the mountain tops. If they don’t respond to this complaint then they made a mistake. If I am proven wrong i will apologize and show tons of love. Every time I fill up for a while and delete this aweful review..Version: 6.2.0
✓ Very frustratingThis 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!.Version: 3.3.0
✓ Waste of my timeI wanted to give the developers and Shell the benefit of the doubt, so I contacted their support number. It failed just like all of the other troubleshooting I did. I first tried to create an account on this app, but it would not log me in and told me to contact the support number. I was able to create and sign into my account on my chrome browser on my computer, but when I tried to login on the app again, it said that my newly created password (or my email) were not correct. So I tried to reset my password and never received the email to reset it. I finally contacted the support number and gave them my email so that they could send me a reset password email. They said it would arrive within 10-15 minutes. It’s been almost 40 and no email. I will gladly continue being a customer at Chevron and Exxon. Their apps work..Version: 6.2.0
✓ Used to be a great app but now it's awfulHaven't been able to use the app to pay for a long time. Shameful and ridiculous that a company of this size has a non-functioning app that just frustrates its loyal customers and wastes our time. Pathetic..Version: 6.9.0
✓ They changed the rules to make rewards inaccessibleAt some point this year, they changed the requirements of earning rewards with fill-ups from 5 to 10 gallons. with my sedan, & MANY sedans, I’d have to get my car almost completely to empty before being able to definitely hit that 10 gallon mark for a fill-up. it’s excluding people who: don’t have a huge vehicle, have an older vehicle that may not get great gas mileage/hold very much, live in the cold (you’re never supposed to get under a quarter tank when it’s cold enough for the small amount to freeze), etc. it’s exclusive, inaccessible, & rude. the only good thing is that once a month on the 20th, they give you 20 cents off. that’s the only reason I keep this app..Version: 6.9.0
✓ Doesn’t workApp won’t connect to any Shell pump I’ve ever tried. I even go the fuel rewards credit card and 5 representatives and nearly an hour later, my account is still not connected to the fuel rewards account. They told me my account was set up wrong. They can’t give me an answer when it will be fixed. 5 representatives just passed the buck because the whole program is a scam to get you to sign up. I was declined at the pump and on the phone with customer service sitting in my car. Ridiculous. Fix the station compatibility. Fix your account connection to fuel rewards. Honor the offer I signed up for. I fully expect none of this will ever happen despite whatever customer service agent that responds to this review wants you to think. They don’t even have an app to pay the credit card. You have to use a web browser. That’s terrible in 2021. So I went to set up autopay. That failed too and wanted me to call customer service! What a disaster….Version: 4.1
✓ Great when the app works- zero support when it does notThe Shell app is great when it works, absolutely zero support from Shell when it does not work. Keep getting $60 max reached if my wife fills her vehicle one day and I try to fill up the next day. Spent 45 minutes talking with that Shell card issuer Citibank only to be told the problem was on the app side not on the credit card side. Finally got a number to call Shell. After 30 minutes on hold I started to explain the problem to the customer service rep named “Sergio” only for Sergio to hang up on me. Shell needs to resolve the problem because I cannot fill my tank on my truck for $60 at todays prices. Will switch to using the Phillips 66 pay by app which does not have such an asinine limitation. The Shell account is always paid in full well before the due date…. I supposedly have a $3,000 monthly limit but I cannot use the app to active a pump more than once every 2 days and when I do the pump stops at $60? Citibank which issues the card has no problem with my timely payment full or mycredit score of 830+ Shell. - Please have someone explain the stupidity to me… some who does not hang up on customers.Version: 5.0.1
✓ HorribleI applied for and received a Shell Fuel Rewards MasterCard. I activated and registered it. When I tried to add it to the app I got an error message directing me to contact support. The number is for the Fraud Department. Since the representatives have limited English skills it took 5 calls to explain what my problem was. When that still didn’t work I send an email to the email address given on both the app and credit card site. I was told to delete and reinstall the app. I did that. When I opened the app my previously listed Shell Drive for 5 card was missing from the Pay tab. I can’t add it because first I got a message that the number of digits is incorrect and then I got the same message I got when I tried to add the MasterCard. When I tried to add the MasterCard using the Credit or Debit card option I get a message that the card number is invalid. Now I have no way to use my Shell Rewards account with the app..Version: 5.2.0
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