First, check if your card has already been activated: 
1. Open the Shell App 
2. Go to the “More” menu.
3. Tap "EV Charge Cards” to view your card status.

Make sure your payment method is linked to your EV Charge Card by following these steps:

1.    Click on the tab “More” to access the Menu page.
2.    Click on EV Charge Cards.
3.    Click on Continue to proceed to the next page.
4.    Choose the card you wish to update the payment method for.
5.    Click on Payment Method.
6.    Select one of the available payment methods or add a new one.
7.    Click on Update

If your card hasn’t been activated and you’re still experiencing issues, simply click on the chat button at the lower right-hand corner of the page to start a conversation with our Shell Virtual Assistant. If needed, our Shell Virtual Assistant can connect you to a live agent during business hours, Monday to Friday: 8:00 AM – 4:45 PM excluding public holidays.

Alternatively, click here to submit your Shell Recharge enquiry or click here to access Shell Recharge FAQs. 

contact our Customer Service team using our live chat functionality available at Contact us | About Shell UK