Can I see my previous bills from Green Star Energy once my account has transferred to Shell Energy?
No, although your Green Star Energy customer portal will remain active for six months. Please make sure you access/download any bills before then.
Why does my Shell Energy bill look different? I don't understand the layout.
Shell Energy's bills are very detailed and may look different to previous bills you have received. For help with understanding your bill, please refer to 'Understanding my bill'.
When will I receive my first Shell Energy bill?
You'll receive your first Shell Energy bill around the same time you'd expect your Green Star Energy bill to arrive.
What will happen to the debit/credit on my Green Star Energy account?
Your first Shell Energy bill will be based on the meter readings used to issue the last bill you received from Green Star Energy, and will include the transfer of any credits or arrears.
Will I receive my Shell Energy bills at the same time of the month?
Yes, there'll be no change to when you receive your bills. If you pay by Direct Debit, your payments will also be taken on the same date. Please note that if the end of your billing period falls on a weekend, we'll generate your bill the following Monday.
How often will I receive a Shell Energy bill?
Shell Energy offers monthly billing for customers. If you received bills every three months with Green Star Energy, but paid a fixed monthly Direct Debit, you'll now receive your bills every month. If you received and paid your bills every three months with Green Star Energy, this will continue with Shell Energy. You can also move to monthly billing.
How will I receive my Shell Energy bills? By post or via email?
You'll receive an email notification when your bill is due. This email will direct you to your online account. To view any Shell Energy bills online, visit the 'bills and payments' section of your account.
Are there any charges for paper bills at Shell Energy?
No, Shell Energy doesn't charge for paper billing. If you decide you'd prefer a paper bill in the post, contact us and request to change to paper billing. You can also make the change through your online account.
Will my bills increase?
No, the terms of your tariff won't change therefore you'll be charged the same rates. Providing regular meter readings will help us generate an accurate invoice for you. We regularly review how much you pay, to make sure you don't build up a large credit or debit balance. Part of this process may involve advising you to change your payment amount (up or down). This doesn't mean your energy is more expensive, it's a reflection that your usage has changed or the amount you were paying with Green Star Energy wasn't quite right.
I've not received a Shell Energy bill. What should I do?
If you haven't received your Shell Energy bill at the same time you'd expect your Green Star Energy bill to arrive, please contact Shell Energy's customer services team.
Who do I contact if I have a query with my bill?
For help with understanding your Shell Energy bill, please refer to 'Understanding my bill'. Alternatively, you can contact us via Ask Us, our virtual assistant, or via social media and email. You can also call us for energy queries on 0330 094 5800.
If you pay as you go, please contact us on 0330 094 5802. Lines open from 8am to 6:30pm weekdays and 9am to 4pm on Saturdays. If you have a query with your last Green Star Energy bill, please contact Green Star Energy directly.
Can we help you today?
- Find out about your Shell Energy account here.
- Find out about your Shell Energy payments here.
- Join the Shell Energy Priority Services Register here.