Shell App Sign-Up for Existing Fuel Rewards® Members

1. How do I sign up for the Shell App if I already have a Fuel Rewards account?

To sign up using your existing Fuel Rewards (FR) account:

1. Open the Shell App and tap “Sign up.”
2. Enter your personal details (First Name, Last Name, Mobile Number, ZIP Code, Email, Password).
3. Tap “Next.”
4. The system will automatically check if your email or mobile number matches an existing Fuel Rewards account.
5. If a match is found, you will be redirected to sign in using your Fuel Rewards credentials.

2. What happens if my details match an existing Fuel Rewards account?

If your email address or mobile number is linked to a Fuel Rewards account:

• You will see a message such as “Hey, we know you!”
• You will be prompted to log in with your Fuel Rewards account to link it to the Shell App.
• This ensures your rewards and account history are retained.

3. How do I verify my account during sign-up?

After logging in with your Fuel Rewards account:

1. Confirm or update your details if prompted.
2. A verification code (OTP) will be sent to your email.
3. Enter the code in the app.
4. Tap “Next” to complete verification.

Once successful, you will see “Account verified.”

4. What happens after my account is verified?

After verification:

1. Tap “Ok, continue.”
2. Select your preferred driving mode (e.g., Gas Vehicle or Electric Vehicle).
3. You will be directed to the Shell App home screen where you can:
   • View Fuel Rewards savings
   • Access offers
   • Manage your account

5. What should I do if I enter incorrect login details?

If incorrect credentials are entered:

• You may see inline error messages such as:
  • Invalid email format
  • Incorrect email or password
• Re-enter your details carefully and try again.

6. What if I forgot my Fuel Rewards password?

If you cannot remember your password:

• Tap “Reset password” on the login screen.
• Follow the prompts to create a new password before continuing sign-up.

7. What if I don’t receive the verification code?

If the code does not arrive:

• Check your spam/junk folder.
• Tap “Send again” to request a new code.
• Ensure your email address is entered correctly.

8. What does error code E001a mean?

Error code E001a indicates that the request could not be completed due to a system or validation issue.

Recommended actions:

• Try again after a few minutes
• Ensure all details are correct
• If the issue persists, contact support

9. What troubleshooting steps should I try if sign-up fails?

If you experience issues during sign-up:

1. Disable VPN (if enabled) and try again.
2. Reset your password if you suspect login issues.
3. Retry the process after a few minutes.
4. If the issue persists, contact Shell Solutions Center team.

10. Who can I contact for further assistance?

If you continue to experience issues, please contact our Shell Solutions Center team at:

• 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!

Tip for a smoother sign-up experience

Ensure that:

• Your email and mobile number match your Fuel Rewards account
• You have access to your email for verification
• Your internet connection is stable during the process