About Your New Shell Energy Account

Moving to Shell Energy

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Here are some answers to any questions you may have about your new Shell Energy account. 

If you can't find the answer you're looking for, just contact the Shell Energy team who will be happy to help.

What Happens Next?

What do I need to do?

If you pay for your bills by BACS, cash or cheque, you'll have to change the Payee account details. Find out more here. Otherwise, we'll take care of the rest.

Will I lose power?

No, the change from Green Star Energy to Shell Energy has no impact on your electricity and/or gas supply.

Should I contact you?

No, you don't need to contact us. We'll send the details of your new account to you by email or letter once your account has been transferred.

When will you next contact me?

Once your account has been transferred we'll contact you to provide you with a new account number and all the details needed to manage your account. If you're a prepayment customer, we'll also send you new cards and keys for your meters.

Why Shell Energy?

At Shell Energy, we believe everyone in Britain should be able to choose 100% renewable electricity for their home. That's why it comes as standard on all our tariffs. All of our electricity comes from renewable sources like wind, solar and biomass. Shell Energy customers are also eligible for Shell Go + fuel rewards (3% saving) and a discount on Shell Energy Broadband. This does not apply if you use a prepayment tariff.

Can I stay with Green Star Energy?

No, once all Green Star Energy customers have been transferred to Shell Energy, it will no longer supply energy to residential customers.

When will I become a customer of Shell Energy?

All Green Star Energy customers are moving across to join Shell Energy over the next few months. Shortly before transferring your account across, Green Star Energy will contact you to explain the move. A few days later, you'll then receive an email or letter from Shell Energy with your account details, including your tariff information and who to contact if you have any questions. You'll receive your My Account login details separately.

What if I'm in the process of switching to Green Star Energy from a different supplier?

If you're switching to Green Star Energy, you'll continue to switch as requested. There'll be no change to the tariff you've agreed to. Your account will then be transferred to Shell Energy.

I've just been notified of the transfer - can I leave Green Star before my account is transferred to Shell Energy?

No, while your energy supply is being transferred to Shell Energy, there's a period of around three weeks in which your request to transfer supplier will be rejected by the energy network operators. You'll be able to transfer after this period, but exit fees may apply depending on your plan's terms and conditions.

I've just moved home. What do I need to do?

It's important to let Shell Energy know that you've moved so they can bill you correctly. Please click here to complete your home move online. Alternatively, you can contact Shell Energy's customer services team who will be more than happy to help you.

Who should I call if I have a problem with my account or any concerns about this announcement?

Before your account is transferred - please contact Green Star Energy via phone, email or social media as usual.
After the transfer - please contact the Shell Energy team who will be happy to help you with any queries on your new account.

Am I allowed more than one name on my Shell Energy account?

No, we're currently only able to have one name on the account. All additional names can be added on as authorised contacts.

I wish to amend my security details, can I do this?

You can do this through your new Shell Energy online account, please click here for more information.

What happens if I have an outstanding complaint with Green Star Energy?

Your complaint will continue to be handled by Green Star Energy.

I have circumstances or situations of vulnerability in my household. Will I still be on the Priority Service Register?

Your vulnerability status won't change and will be managed as appropriate. If you have circumstances or situations of vulnerability in your household and haven't already registered on the Green Star Energy Priority Services Register, please contact Shell Energy once your account has been transferred.

What communication formats does Shell Energy provide?

Bills can be provided in braille (grades one and two), A3 and audio. We can also provide other communication in these formats when requested on an adhoc basis.

How can I contact you?

If you'd like to contact Shell Energy, you can do so in multiple ways. For more information, please click here.

Can we help you today?

  • Find out about your Shell Energy payments here.
  • Find out about your Shell Energy bills here.
  • Join the Shell Energy Priority Services Register here.