This error typically occurs when the login credentials entered do not match an existing Shell App account. Here are some common causes and troubleshooting steps:
Common Causes
- Incorrect email or password: Double-check for typos or case sensitivity.
- No account registered: You may not have created a Shell App account yet.
- Outdated app version: Using an older version of the app may cause login issues.
- Connectivity issues: Poor internet connection can prevent successful login.
Troubleshooting Tips
- Reset your password: Tap “Forgot Password” on the login screen and follow the instructions.
- Check your email inbox (and spam folder): If you don’t receive the reset email, your email may not be linked to an existing account.
- Not sure if you have an account? Select “Register with Email” to create one. If an account already exists with your email, you’ll be notified during the process
- Update the app: Make sure you're using the latest version of the Shell App.
- Restart your device: This can help clear temporary glitches.
- Ensure a stable internet connection: Switch to Wi-Fi or mobile data if needed.
If you believe you already have an account and continue to experience issues, please feel free to contact us through the support channels listed below for further assistance
- Chat: Our Virtual Assistant is available 24/7 to assist you. Simply click on the chat button at the lower right-hand corner of the Help Centre page to start a conversation.
- You may also fill our Shell Feedback Form.
- We are open Mondays through Fridays, from 8:00 AM – 5:00 PM Central excluding public holidays.
- In need of station location - Click our Station Locator to find the nearest Shell Station and the Services it offers!