Review Insights · App Store
Shell: Fuel, Charge & More
Shell Information Technology International B.V. · 87,312 ratings · ★ 4.8
4.8
★★★★★
87,312 ratings
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Top complaints - extracted from 92 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"shell"
34 negative reviews mention this · 37% of all complaints
★★★★★ "Station gas prices display. The new Shell app is not as good as the old Fuel Rewards app. I prefer how the FR app shows the fuel prices directly on the map. With the Shell app you now have the extra step of scrolling through the station list to find the lowest priced …" - Longtime FR costumer
2
"rewards"
31 negative reviews mention this · 34% of all complaints
★★★★★ "Station gas prices display. The new Shell app is not as good as the old Fuel Rewards app. I prefer how the FR app shows the fuel prices directly on the map. With the Shell app you now have the extra step of scrolling through the station list to find the lowest priced …" - Longtime FR costumer
3
"fuel"
29 negative reviews mention this · 32% of all complaints
★★★★★ "Station gas prices display. The new Shell app is not as good as the old Fuel Rewards app. I prefer how the FR app shows the fuel prices directly on the map. With the Shell app you now have the extra step of scrolling through the station list to find the lowest priced …" - Longtime FR costumer
4
"fuel rewards"
22 negative reviews mention this · 24% of all complaints
★★★★★ "Station gas prices display. The new Shell app is not as good as the old Fuel Rewards app. I prefer how the FR app shows the fuel prices directly on the map. With the Shell app you now have the extra step of scrolling through the station list to find the lowest priced …" - Longtime FR costumer
5
"work"
22 negative reviews mention this · 24% of all complaints
★★★★★ "Useless when at the pump. The Shell app has never worked for me at the pump. I thought with the update and forcing me to use this one instead of the Fuel Rewards app (which always worked), I thought it would be better. It works just fine when I am at home or in a bu…" - LMKJ6
6
"doesn"
20 negative reviews mention this · 22% of all complaints
★★★★★ "Not all that. Started good but pay at the pump doesn’t 50% of the time . Pay inside failed also. Didn’t get the race day discount or credit towards platinum status a few times. They sent an email to make you search for help that makes you more frustrated…" - jimnfg
7
"account"
17 negative reviews mention this · 18% of all complaints
★★★★★ "Absolutely the worst rewards program. I have my account linked and never ever receive my fuel rewards toward the price per a gallon. Shell is a joke please stay far far away from they lure you in with big rewards but they never apply! Such a total scam. We need to report them t…" - Paulk8988
8
"pump"
16 negative reviews mention this · 17% of all complaints
★★★★★ "Not all that. Started good but pay at the pump doesn’t 50% of the time . Pay inside failed also. Didn’t get the race day discount or credit towards platinum status a few times. They sent an email to make you search for help that makes you more frustrated…" - jimnfg
9
"card"
16 negative reviews mention this · 17% of all complaints
★★★★★ "Junk nowadays. I’ve used this app for several years with no problems until now. Shell and Imprint have joined together to create a disaster! Shell took my card out and now I can’t add the new card. Imprint and Shell are both blaming the other company for …" - RC 2
10
"times"
13 negative reviews mention this · 14% of all complaints
★★★★★ "Not all that. Started good but pay at the pump doesn’t 50% of the time . Pay inside failed also. Didn’t get the race day discount or credit towards platinum status a few times. They sent an email to make you search for help that makes you more frustrated…" - jimnfg
11
"service"
13 negative reviews mention this · 14% of all complaints
★★★★★ "Discounts are fake and customer service is useless. I’ve linked Fuel Rewards, I’ve contacted customer service, I’ve change me my payment methods… nothing I do will actually activate the discounts displayed in the app. It’s false advertising and I’m sick of it." - BigDzzy
12
"doesn work"
13 negative reviews mention this · 14% of all complaints
📋 All 92 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
Not all that
Started good but pay at the pump doesn’t 50% of the time . Pay inside failed also. Didn’t get the race day discount or credit towards platinum status a few times.
They sent an email to make you search for help that makes you more frustrated than standing at the pump trying to fuel up while other people wait in line giving you the stink eye, I downgraded my opinion of this app for adding tothe annoyance
They sent an email to make you search for help that makes you more frustrated than standing at the pump trying to fuel up while other people wait in line giving you the stink eye, I downgraded my opinion of this app for adding tothe annoyance
Absolutely the worst rewards program
I have my account linked and never ever receive my fuel rewards toward the price per a gallon. Shell is a joke please stay far far away from they lure you in with big rewards but they never apply! Such a total scam. We need to report them to the FTC for false advertising. I’ll be submitting my claim today. Here we come class action lawsuit
Junk nowadays
I’ve used this app for several years with no problems until now. Shell and Imprint have joined together to create a disaster! Shell took my card out and now I can’t add the new card. Imprint and Shell are both blaming the other company for this. Can’t get a strait answer from no one so I’ll just be done with both companies from here on out. Thanks a lot Shell for messing a good thing up! Shell has reached out to me to try and help but they never did help. I’ve been with Shell gas for years but will never attempt to go to one of their stations again unless it’s a last resort and I’m running on fumes. You made a bad choice with Imprint so that’s on you Shell. I have plenty of other cards to use and there are other top fuels out there to be had.
Pay at pump glitch
It wasn't letting me get gas and I paid with apple pay in the pump. They have my money on hold and couldn't get gas
App sucks
It keeps saying amount exceeded even though I never got any gas and I have plenty of money in my bank account. I’m switching back to speedway.
Downgrade vs Fuel Rewards
No prices on the map?
The FR shows the prices on the map. This app does not.
The FR shows the prices on the map. This app does not.
Discounts are fake and customer service is useless
I’ve linked Fuel Rewards, I’ve contacted customer service, I’ve change me my payment methods… nothing I do will actually activate the discounts displayed in the app. It’s false advertising and I’m sick of it.
This app is useless
I have had a Shell Fuel Rewards account for a long time. I have downloaded the app more than once and signed in with my Shell account. It shows my account info, but everything in a “shadow” font where I can’t select “Next” (or anything. It’s just a dead end. What’s the point of an app if you won’t let your members use it?? Useless
Worthless App
I am a member of the reward program. Every time I try to use the App it takes me in circles numerous times to sign in. Going to delete this worthless App and just get the discount on the gas.
Unable to find any Shell Recharge charging stations in Ohio
Pretty useless app for charging purposes. Doesn’t work for Shell Recharge station in New Albany Ohio. Doesn’t say for the only charging station that finds in Ohio if it is broken or just communications are down. Pretty bad.
Big lie
I got emails telling I would get 10 cents per gallon off. Didn’t happen. I got email telling me my next refill id get 20 cents off. Each time I fillled up buying more than 10 gallons . Sometimes close to 20 gallons and 5 cents is all the discount I got.
The app did not link the supposed bigger discount. I called support and they were no help.
The app did not link the supposed bigger discount. I called support and they were no help.
Garbage
Absolute garbage app. I have tried multiple times to transfer my fuel rewards account with zero success. Trash. Won’t be going to She’ll anymore I guess.
Peculiar crash times
For those of you who use T-Mobile, you know every Tuesday they give out discount codes to use for gas. Yesterday they gave out codes for $0.10 off per gallon, then later in the day at 2pm ET, they had an additional code for $0.40 off per gallon, but it was limited quantity. I had no trouble logging into the Shell app in the morning to get the $0.10 off, and lo and behold, at 2pm, the Shell app would not log me back in to redeem the $0.40 code. I even tried restarting the app, but to no avail. Maybe too many people were using it at the very same time to crash it, but what an irritating experience.
Never works
Always asks for a log in but won’t let you log in
App fatigue: The loyalty program needs a serious rethink
The app functions well technically, but the loyalty strategy needs a serious rethink. Currently, the rewards program acts as a time trap. Consumers are facing application fatigue and do not want more administrative friction-such as linking multiple accounts, tracking specific racing calendars, or hoarding grocery points-just to clear a baseline 3-cent discount. The effort required is disproportionate to the actual economic relief, creating a disconnect with today's market reality. If Shell wants to build true loyalty, the system needs to prioritize simplicity and respect the consumer's time. Right now, the return on investment for the user's attention is simply not there.
No prices
Doesn’t show the prices for fuel, what’s the point of it app
Makes buying gas harder
App crashes, drains gift cards and doesn’t turn on the pump. What is the point if I have to call once every ten times for issue. I’ve called zero times in my life when I just buy gas the normal way.
💸💸💸🐀🐀🐀🐀
muy buenos precios pero los beneficios por llenar tu vehículo son $000. llevo tiempo supuestamente guardando puntos y ahora que los quiero utilizar se salió cambie la clave 20 veces ahora que esta bloqueada. wtf. eso huele mal
App not functioning
Tried to fill my vehicle, but the app would not function. You lost a sale to a competitor whose app is functioning.
Broken
Couldn't even long in. App does not work at all!👎👎👎
App Doesn't Work Most of the Time
App is always logging me out and always has an error when logging back in. This app is too simple to always be broken! Garbage. 🚮
Fuel Rewards sign-up not optional
Unless you tap fast enough, the sign-up page for fuel rewards pops up, and you have to close the app and start over. I personally don’t care about getting a reward, I just want to get gas, pay and go. Fix it so we don’t have to constantly close the app and hope we can get to the main page fast enough.
Cannot verify with code
I tried signing up twice. They send you a verification code that is rejected when entered correctly. They do not deserve my business with a broken system.
The employee at this Shell gas station (8775 W Flagler St) refused to refund my money when I complai
The employee at this Shell gas station (8775 W Flagler St) refused to refund my money when I complained that the car wash wasn't working. She refused to call the manager and told me to come back tomorrow. I have had to call the police.
New update???
Since shell has been bought out the app is trash, no support, my accounts been frozen for a week. Can’t talk to anyone or get help. It like they fired every human and replaced them all with trash AI. About to go to a different company for my fuel needs.
Doesn’t work on iPhone SE
Can’t complete the info screen because it doesn’t scroll down to the password box. Can’t understand your stupidity not to test this.
Can’t sign in
On an iPad you can not sign in. The app doors not allow you to scroll down to enter a password
WORST APP EVER
I literally spent three hours trying to get this app to work. I kept registering my email. It would never send me the code. It would never register. This app is absolutely stupid. It has multiple ways to login whether it shall rewards or your Shell account. neither one work. I tried to call support early on a Saturday morning. They’re not available. I’ll stick with Chevron horrible app. Horrible service horrible set up.
Unable to refer friends ….
Unable to refer friends because I cannot find my code, or section to send link. I have been through every section, every setting on profile .. nothing. I even ask “Help” which has absolutely nothing about code for referring people. The old app did. Even online web search states the app has it. But it is NOT there.
Shell is Hell
Besides being a horrible company that has the highest prices for gas or electricity of any other energy company, they also ruin other companies such as Volta. They had a good free two hour charge service here in SF and Shell bought them up and ended up closing all of them. As for the app, it also is not very good. It doesn’t show any sort of
energy/cost graph depending on time.
Not even a listing of rates at different times. I already never get gas at sHell with my gas car, now I will never get electricity from them either. Deleted my account and deleting this app. Both were merely legacies of the old Volta charging spots.
energy/cost graph depending on time.
Not even a listing of rates at different times. I already never get gas at sHell with my gas car, now I will never get electricity from them either. Deleted my account and deleting this app. Both were merely legacies of the old Volta charging spots.
Can’t add credit card
I can’t add the new shell performance elite card to the app and I’ve tried to chat with the representative and there’s no answer. I called the back of the card and I was kept waiting for 40 mins to speak to a representative which never happened.. it was simple and effective before.. now I can’t use app efficiently and lastly the customer service is awful!
Stupid
BS app doesn’t work. Cant add debit card. Cant pay at pump without “error” Cant redeem 10c discount In store because there is not barcode. Not to mentions the data being sold
App has so many issues
I have the App, I have a shell gas card and rewards card. The App will not let me update or add those cards to the app. In Addition, trying to reset password… gave up. The app only works sometimes. It really is useless.
Can’t ever log into account
This app hardly ever works. When it works it’s great but every time I try to use it I can’t even log in with an error code of E000A. What’s the point of an app to save money if you can’t ever use it.
It works as it should
Update May 26: the app does not work. Requires Fuel Rewards login but will not let me log in. Tried resetting password, still doesn’t work. So it’s basically useless. Too bad, I’ve been using it without problems for two years. Happy to save 25c a gallon on Sundays. I even have to new Imprint card. Will be canceling that now, I only ever wanted a gas-only card not another Mastercard. Fix this ridiculous multi-login app.
Old Review: Not sure why there are so many reviews saying this doesn’t work. I entered my Shell card. That worked. Bought gas using app at Shell station. That worked. Maybe some features are a problem, I haven’t run into any. App works fine. Just like my Mobil card app.
Old Review: Not sure why there are so many reviews saying this doesn’t work. I entered my Shell card. That worked. Bought gas using app at Shell station. That worked. Maybe some features are a problem, I haven’t run into any. App works fine. Just like my Mobil card app.
App No Good Now stay away
They changed to a new credit card company and the app stopped working it want allow you to add the new card. I called the solution number and they don’t know what to do to fix the problem. They have just been giving me the run around. Now when you call the recording is say they are closed and I am calling during the business hours. I may have to cancel and go with another gas card with a better app.
Unreliable app
The app used to work fine. Now every location I had previously used it from reports ‘app not available from you location’. Can not even log in. So the app and program is now entirely useless to me, which clearly means there is no reason for me to consistently choose shell over any other station.
Cannot add new shell card
Received the new shell card May 2026. Cannot add more cards at the time… no cards on the app now, no and customer service says sorry we can’t remove the old cards. It says you have 4 but nothing we can do. Even though both Shell and fuel rewards app show 0 cards. 🤦🏼♂️
New cards won’t link
Disappointed
Bad app
Constant app failures with paying at pump. Shell switch from Citibank to new company and it’s been total failure with account balance. Endless loop with customer service for Imprint.
Keeps asking me to login multiple times
Have never been able to utilize this app
Cannot add new Shell card to Shell app
The transition from the Citibank shell card to the Imprint shell Performance Elite card is a disaster.
Cannot add the new card as a payment method to the Shell app. Cannot activate the pump I am at because of this… IT IS FUBAR!
Customer support is a joke… cannot get past the artificial ignorance agent to get a human to talk to. Just puts you on hold forever
Cannot add the new card as a payment method to the Shell app. Cannot activate the pump I am at because of this… IT IS FUBAR!
Customer support is a joke… cannot get past the artificial ignorance agent to get a human to talk to. Just puts you on hold forever
Useless
Tried to pay at the pump the past 3 times. Goes straight to my wallet and bypasses the app altogether. Why bother trying to satisfy rewards requirements when the app is totally useless?
Hardest app I ever tried
I have tried for over an hour to get the new app set up. Never in my life have I had a more difficult time. I still don’t know if it’s right. If not I’ll use something else to get my gas. I can’t even get to a customer service rep to help
Shell: fuel
It sucks, it either crashes or doesn’t let you log in. Freaking sucks.
Having password creation issues
I'm trying to sign up using my Fuel Rewards account. I'm able to log in and enter my zip code, but there's no way to toggle to the next field to create my new password. I've tried multiple times.
Garbage
Stole my gas card balance. Completely wiped it out without and traceable transactions. Just one day it’s there, the next day gone.
Pay At Pump Never Works
I constantly have issues with pay at the pump not working, even with 5G service. It usually can’t find a station or the payment can’t be found. Works less than 1 out of every 10 attempts. Have tried reinstalling app, logging out/back in again. Still never works.
Registration
I set up a new registration and it won’t accept the password. And doesn’t send an email to reset….
Holy crAPP
It’s like this app was written by a bunch of kids in elementary school. Your developers have NO CLUE WHAT THEY’RE DOING. Can’t even register a new user account without one goddamned obstacle after another!!!
+ 42 more in the clipboard copy
Sentiment summary
95%
Positive (4-5★)
2%
Neutral (3★)
3%
Negative (1-2★)