Frequently Asked Questions

Question 1

Answer

Our customer service team can be reached at ShellGoPlus-SG@Shell.com or +65 6235 3261 (Mondays to Fridays, excluding Public Holidays, 8:30am – 5:30pm). Please allow us 3 working days to respond to your query.

Question 2

Answer

We work hard to make our app as stable as possible. Sometimes the app can crash due to lack of connectivity or other processes running on your device. To help us improve, we ask that you send us any crash reports. If you find that the app crashes regularly, we suggest you uninstall and re-install the app on your device.

Question 3

Answer

When you don’t have 3G or Wifi connectivity, it will take longer to load various sections on the app. Good connectivity is especially important during installation and upgrade process to ensure the app is configured correctly.

Question 4

Answer

Please close the app and then try opening it again. If this does not work, please uninstall and then reinstall it. If you are still facing technical difficulties, please email our customer service team at ShellGoPlus-SG@Shell.com with the screenshot of your error.

Question 5

Answer

We use your location data only to find your nearest station, we do not store your location data. To learn more, read our Privacy Notice at shell.com.sg/privacy.

Question 6

Answer

Your station locator has tagged the amenities available at a selected station. You can choose the closest station that meets your needs.

Question 7

Answer

Your Shell GO+ membership has no expiration date. However, the membership account will automatically be deleted if it is inactive for 5 years.

Please note that membership is still subject to termination or suspension should fraudulent activities be found.

Question 8

Answer

Shell GO+ points are valid for 2 years. Customers are encouraged to use their points earned within 2 years to enjoy the benefits of the Shell GO+ programme.

Question 9

Answer

To change your membership type, go to Account > View and edit account > Membership type. You can change your membership type by entering a member code or based on your vehicle type – mainly Car/Commercial vehicle or Motorcycle.

Please note that you can only hold one membership type.

If you have a member code, please go to Account > Membership type > Change membership > Enter a member code.

Question 10

Answer

Please click on register
Enter your phone number
You will receive a 6 digit OTP, please enter the OTP
Please fill up your particulars (first name, last name, date of birth, email address and referral code (if you have one))
Please select your preferred marketing communications
If you currently hold an existing Shell Escape card, please enter ‘Yes’ and enter your membership details to migrate your card scheme
If you are a new to Shell member, please enter ‘No’
o If you have a member code, please enter your member code
o Please select your vehicle

Question 11

Answer

If you did not receive the OTP after submission, please check the following

Ensure that you have entered the correct mobile number
Click on “Resend” on the verification code screen to request for a new OTP

Question 12

Answer

You can update all editable personal information by visiting Account > View and edit account on the app.

Question 13

Answer

You can change your preferred mode of communication by going to Account > Settings.

Keep up to date with exclusive deals by opting-in for our marketing communications. Be the first to discover new and exciting Shell promotions and receive offers specially curated for you.

Question 14

Answer

To delete your account, you may go to settings > delete account. Once the account is deleted, you will not be able to retrieve any information related to the account, and all offers and points you might have will expire.

Question 15

Answer

No. Each Shell GO+ account is tagged to a mobile number and unique member ID, which will not be transferrable.

Question 16

Answer

You can see details of a transaction under ‘Transactions’ in the Account page.

Question 17

Answer

Only transactions which are done with the Shell GO+ card will be visible in your transaction history. Please allow up to 24 hours for details of the transaction history to be updated on your account.

If you have completed a Shell GO+ transaction but it is still not reflected on your transaction tistory after 24 hours, please contact our customer service team.

Question 18

Answer

Shell Go+ transactions require a submission of your card for tagging transactions. Please ensure that you have not shared your credentials with others, to avoid unauthorised transactions. In case you still have a problem, please call our customer service team.

Question 19

Answer

You may earn points by purchasing fuel and/or non-fuel products at any Shell station island-wide. Simply scan your Shell GO+ QR code upon making payment.

Shell GO+ points on fuel

Shell V-Power = 1.2 points
Shell FuelSave 95 = 1 point
Shell FuelSave 98 = 1 point
Shell FuelSave Diesel = 1 point

Shell GO+ points on spend at Shell Select

Every $5 nett spend on in-store products = 1 point
Not applicable to tobacco, service items and selected promotional items
Not applicable to purchases made with Shell retail partners (links to colo page)

You may also earn points when you spend with Shell partners

Earn 100 points each time you service your car at Shell Autoserv
Earn 1 point on every $1 spend at Shell Car Wash
Fill up a min. of 100 litres to be eligible to up to $30 cashback with Grab, more details here.
Earn 1 Shell GO+ point for every $5 charged to your HSBC Credit Cards. More details here.
Insure your vehicle with DirectAsia Insurance for up to 3,000 points. Details at directasia.com/shell

Question 20

Answer

Points earned or redeemed is updated in real-time. However, there might be a delay due to connectivity issues, in which case this will be updated within 24 hours. If the points still have not been updated after 24 hours, we kindly request you to re-login to your Shell GO+ account. If the issue persists, please reach out to our customer service team for assistance.

Question 21

Answer

Yes, the points will remain in your account after reinstalling the app in your mobile device.

Question 22

Answer

Sometimes this may happen due to lack of connectivity. Please ensure you have proper connectivity and try restarting the app. If it persists, please contact our customer service team.

Question 23

Answer

Select the item you want to redeem from the catalogue, and click on the ‘Redeem’ button. If you have sufficient points, the item will be displayed in your ‘My Card’ section. You can collect the item by including it in your purchase on your next visit.

Question 24

Answer

Shell GO+ points expire 2 years from date of transaction. You may view your point expiry by clicking on Home -> Your points balance (View details)

Question 25

Answer

Please check the terms and conditions of the offer. Offer applicability is subjected to fulfilment of certain conditions. If this does not answer your query, please contact our customer service team.

Question 26

Answer

The reward redemption is subjected to availability of product at site(s). You may need to visit another site or revisit the same site once it's available within validity period

Question 27

Answer

You may track progress of your Shell offer milestones in the home page, as well as under the offers page under “Shell Offers to Unlock”. Once your milestone offers have been unlocked, they will be moved to “My Available Shell Offers” where you may enjoy the offer during the stipulated offer period.

Question 28

Answer

All your available offers are located under “My Card”.

If you would like to use your offer, please mark your offer as “Selected” in the “My Card” page. Selected offers will be automatically applied to the transaction if the terms and conditions are met.

Offers in the unselected stage will not be applied to the transaction.

Question 29

Answer

If you have input a voucher code, please note that the offer/voucher may take up to 48 hours to be reflected on the app’s ‘My Card’ page.

Question 30

Answer

Shell runs different members schemes to personalise rewards and offers for our customers. Learn which scheme is most suited for you in the table below.

Question 31

Answer

Shell runs different members schemes to personalise rewards and offers for our customers. Learn which scheme is most suited for you in the table below.

Question 32

Answer

We regret that we only allow 1 membership type per account (based on your registered mobile number). We would advise customers to choose a membership type based on their most active vehicle profile type.

Membership Type	Eligible Modes of Payment	Upfront Fuels Discount
GO+ for Drivers	All payment types	10%
GO+ for Riders	Cash or NETS only	16% for Shell V-Power 14% for all other Shell fuels
GO+ for Corporate Employees	All payment types	12%
GO+ for Bus Professionals GO+ for Taxi Professionals	Cash or NETS only	Bus: 20% for Shell diesel 16% for all other Shell fuels Taxi: 22% for all Shell fuels
GO+ for Private Hire	Cash or NETS or UOB Cards only	24% with UOB One Credit Card 22% with Cash/NETS/other UOB Cards

Scheme Name	Who is it for?	How to enrol?
Shell GO+ for Drivers	For individuals driving a car	Select “Car/ Commercial vehicle” as your vehicle type in the profile
Shell GO+ for Riders	For individuals riding a motorcycle	Select “Motorcycle” as your vehicle type in the profile
Shell GO+ for Corporate Employees	For individuals who are employees of Shell or Shell’s selected partners	Member codes may be obtained directly from your company, upon verification of eligibility.
Shell GO+ for Bus	For individuals holding a general bus driver’s vocational licence	Member codes may be obtained from Best Petrol Diesel and Supply, upon verification of eligibility. You may email Best Petrol at enquiry@bestpetrol.com.sg or call them at 6898 2525.
Shell GO+ for Taxi	For individuals holding a taxi driver’s vocational licence	Member codes may be obtained from Best Petrol Diesel and Supply, upon verification of eligibility. You may email Best Petrol at enquiry@bestpetrol.com.sg or call them at 6898 2525.
Shell GO+ for Private Hire	For individuals holding a professional driving vocational licence	Member codes may be obtained from Best Petrol Diesel and Supply, upon verification of eligibility. You may email Best Petrol at enquiry@bestpetrol.com.sg or call them at 6898 2525.

Frequently Asked Questions

General Enquiries

My Shell GO+ Loyalty Account

My Transactions

My Offers and Rewards

My scheme membership discounts

Membership Types

Membership Types

About Cookies On This Site

Frequently Asked Questions

General Enquiries

I want to reach Shell Customer Service #_148 path, #_148 polygon { fill: currentColor; } #_148 { }

My app keeps crashing #_149 path, #_149 polygon { fill: currentColor; } #_149 { }

I have low connectivity #_150 path, #_150 polygon { fill: currentColor; } #_150 { }

I cannot access or log in to the Shell Asia app #_151 path, #_151 polygon { fill: currentColor; } #_151 { }

Use of my location data #_152 path, #_152 polygon { fill: currentColor; } #_152 { }

I want to know if an amenity is available at a station #_153 path, #_153 polygon { fill: currentColor; } #_153 { }

My Shell GO+ Loyalty Account

How long is my membership valid for #_154 path, #_154 polygon { fill: currentColor; } #_154 { }

How long are my points valid for #_155 path, #_155 polygon { fill: currentColor; } #_155 { }

I want to change my membership type #_156 path, #_156 polygon { fill: currentColor; } #_156 { }

How do I register for an account? #_157 path, #_157 polygon { fill: currentColor; } #_157 { }

I am not receiving the OTP #_158 path, #_158 polygon { fill: currentColor; } #_158 { }

I want to update my profile #_159 path, #_159 polygon { fill: currentColor; } #_159 { }

I want to change my communication settings #_160 path, #_160 polygon { fill: currentColor; } #_160 { }

I want to delete my account #_161 path, #_161 polygon { fill: currentColor; } #_161 { }

Is the Shell GO+ account transferrable #_162 path, #_162 polygon { fill: currentColor; } #_162 { }

My Transactions

I want to see details of a transaction #_163 path, #_163 polygon { fill: currentColor; } #_163 { }

I am missing transactions in Transaction History #_164 path, #_164 polygon { fill: currentColor; } #_164 { }

I see unauthorised transactions in my Transaction History #_165 path, #_165 polygon { fill: currentColor; } #_165 { }

How do I earn Shell GO+ points #_166 path, #_166 polygon { fill: currentColor; } #_166 { }

My points balance has not been updated #_167 path, #_167 polygon { fill: currentColor; } #_167 { }

Do the points remain in my account after reinstalling the app #_168 path, #_168 polygon { fill: currentColor; } #_168 { }

The app is showing a Whoops! Error screen repeatedly #_169 path, #_169 polygon { fill: currentColor; } #_169 { }

My Offers and Rewards

I want to redeem an item from the Shell GO+ Catalogue #_170 path, #_170 polygon { fill: currentColor; } #_170 { }

When do my Shell GO+ points expire #_171 path, #_171 polygon { fill: currentColor; } #_171 { }

I am unable to get the offer applied to my transaction at the site #_172 path, #_172 polygon { fill: currentColor; } #_172 { }

The reward is not available at the site #_173 path, #_173 polygon { fill: currentColor; } #_173 { }

How do I unlock milestone offers #_174 path, #_174 polygon { fill: currentColor; } #_174 { }

How do I select the offers that I want to use for my transaction? #_175 path, #_175 polygon { fill: currentColor; } #_175 { }

How long does my voucher take to be reflected on the app? #_176 path, #_176 polygon { fill: currentColor; } #_176 { }

My scheme membership discounts

Membership Types

What are the different membership types that I can enroll into #_177 path, #_177 polygon { fill: currentColor; } #_177 { }

Membership Types

What are the different membership types that I can enroll into #_178 path, #_178 polygon { fill: currentColor; } #_178 { }

What if I drive both a car/commercial vehicle and a motorbike #_179 path, #_179 polygon { fill: currentColor; } #_179 { }