About Your Shell Energy Payments and Account Balance

Moving to Shell Energy

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

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

About Your Payments

Should I cancel my Direct Debit?

No, you don't need to do anything. Your payment method will stay the same, and you'll receive a new Direct Debit mandate. This will confirm that your payments will now appear on your bank statement as 'Shell Energy'.

Can I see my previous payments to Green Star Energy once my account has transferred to Shell Energy?

No, your Green Star Energy customer portal will remain active for six months. Please make sure you access/download any account information before then.

What will happen to the debit/credit on my Green Star Energy account?

Your first Shell Energy bill is calculated using the same meter readings used for your last Green Star Energy bill. This will include any credits or arrears carried over from that bill.

I have continued to make payments to Green Star Energy, will these show on my Shell Energy account?

No, although any payments you've made since you were given a Shell Energy account will appear on your Shell Energy bill, even if you've made a payment to Green Star Energy.

Do I need to change my standing order once my account is transferred? What details do I use?

If you pay by BACS, cash or cheque, you'll need to change the Payee details to:

Bank: Barclays
Sort code: 20-00-00
Account number: 53764680
Payee: Shell Energy Retail Limited
Reference: Your Shell Energy account number

How much will I pay now that I'm with Shell Energy?

The amount you pay will stay the same, and you'll receive a new Direct Debit mandate. This will confirm that your payments will now appear on your bank statement as 'Shell Energy'.

When will my first Shell Energy payment be taken?

There'll be no changes to billing dates. For a few customers, the Direct Debit payment date may be one working day later. We will let you know if this affects you.

How will this payment appear on my bank statement?

Your payments will appear on your bank statement as 'Shell Energy'.

How can I pay my Shell Energy bill?

We offer our customers multiple payment methods for their bills. Our customers can pay their bills via a monthly Direct Debit or a variable Direct Debit. Our customers can also pay via their bank, pay online or through our automated phone line. Please remember that if you pay by cheque or bank transfer, you'll need to update the Payee details to Shell Energy. If you'd like more information on how to pay your bill please refer to: How to pay my bill.

How do I make a payment through my online Shell Energy account?

It's really easy to make a card payment using your new Shell Energy online account. Log in to your online account from the homepage, select the 'Bills and payments' menu item and go to 'Make a payment'. Enter the amount you wish to pay, and your card details. Once you've made the payment, the online page will notify you if the payment is successful.

Will my fixed Direct Debit payment still be taken at the same time each month?

We've tried to match your billing and payment dates as closely as possible to your Green Star Energy dates. However, if you'd like to change your payment date, please refer to 'The Monthly Direct Debit'.

You are asking for my variable Direct Debit payment on a different date - why?

Your variable payment is taken 14 days after your bill has been produced.

About Your Account Balance

What happens if I have outstanding payments to make, or a payment plan to fulfill, with Green Star Energy?

Your agreed future payments or payment plan will be transferred to Shell Energy. Please update the Payee to Shell Energy on your chosen payment method. Direct Debit payments will automatically be transferred to Shell Energy.

What shall I do if I've already left Green Star Energy, but I'm still awaiting a refund?

If you're awaiting a refund, please contact Green Star Energy directly.

I am disputing the balance on my closed Green Star Energy account, how will this be resolved?

Please contact Green Star Energy directly with your recent meter readings.

Will I lose any credit I had with Green Star Energy?

No, any credit on your Green Star Energy account will be automatically transferred across to Shell Energy. If you have already left Green Star Energy and are waiting for a credit refund, please contact Green Star Energy directly  with your closing meter readings.

Will my Green Star Energy history show on my Shell Energy online account?

No, the Green Star Energy customer portal will remain active for six months. You can access the MyAccount portal by clicking here and you can view the payments you have made to Green Star Energy.

Can I see my previous bills and payments made to Green Star Energy once my account has transferred to Shell Energy?

No, the Green Star Energy customer portal will remain active for six months. Please make sure you access/download any bills before then.

Can we help you today?

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