Frequent Asked Questions
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How can I reach customer service?
Our customer service team can be reached at SMO-ShellGoPlusFeedback-OM@shell.com or call +968 24570200
(Sun-Thu, 07:30am-17:00pm).
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What can I do if the App crashed?
We work hard to make our app as stable as possible. Sometimes the app can crash due to lack of connectivity or other processes running on your device. To help us improve, we you to send us any crash reports. If you find that the app crashes regularly, we suggest you uninstall and re-install the app on your device.
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How to solve the low connectivity?
When you don’t have 3G or Wifi connectivity, it will take longer to load various sections of the app. Good connectivity is especially important during installation and upgrade process to ensure the app is configured correctly.
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Why I cannot access or log in to the Shell app?
Please close the app and then try opening it again. If this does not work, please uninstall and then reinstall it.
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For what Shell GO+ uses my location data?
We use your location data only to find your nearest station, we do not store your location data.
STATION LOCATOR
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Why I cannot find a specific station?
Shell service stations are spread across the Sultanate of Oman. Shell continues to improve its network of stations across the country. Sometimes this means that a new station is opened for customers before it appears in the app. We strive to have the most accurate data possible, but if you find that a particular station is missing or shown in the wrong place, please reach out to our customer service team and we will work to fix it.
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How do I know if an amenity is available at a station?
Your station locator has tagged the amenities available at a selected station. You can choose the closest station that meets your needs and search.
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Is Shell GO+ available at all service stations?
You can see Shell GO+ availability at the service stations that you want to visit in our station locator menu.
SHELL GO+ LOYALTY – ACCOUNT
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How to create a new account?
You can register for the programme by downloading the App in the mobile phone and clicking on the ‘Register’ button when prompted, and then follow the instructions as they apperar.
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How do I update my profile?
You can update all editable personal information by visiting the Profile section in the app.
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How to change my communication data?
You can change your preferred mode of communication by going to the Profile menu and choose Settings.
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How to delete my account?
To delete your account, please contact our Customer Operation team SMO-ShellGoPlusFeedback-OM@shell.com or call us on (Sun-Thu, 07:30am-17:00pm).
Once the account is deleted, you will not be able to retrieve any information related to the account, and all offers and points you might have will expire.
SHELL GO+ LOYALTY – TRANSACTIONS
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How can I see the details of my transaction?
You can see the details of a transaction by selecting the transaction in the Transaction History.
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Why I am missing a transaction in my Transactions History?
Only transactions that are completed with Shell GO+ will be visible in your transaction history. Ifyou have completed a Shell GO+ transaction but are unable to find it, please contact our customer operation team.
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What do I do if I see unauthorized transactions in my transaction history?
Shell GO+ transactions require a submission or scanning of your digital card for tagging transactions. Please ensure that you have not shared your credentials with others, to avoid unauthorised transactions. In case you still have a problem, please call our customer operation team.
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Why My points balance has not been updated?
Points earned or redeemed is updated in real-time. However, there might be a delay in case there is a connectivity issue, in which your points will be updated within 24 hours.
SHELL GO+ LOYALTY – OFFERS AND REWARDS
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How to redeem an item from the Shell GO+ Catalogue?
Select the item you want to redeem from the catalogue, and click on the ‘Redeem’ button. If you have sufficient points, the item will be displayed in your ‘My Card’ section. You can collect the item by including it in your purchase on your next visit.
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How to avail an offer which has expired?
Offers have a validity period within which you will have to use them. Even if you missed out on a particular offer, there will be other offers which will be shared with you periodically.
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Why are My Shell Go + offers not recognized when I use my Shell Fleet Solutions Card?
Shell GO+ and Fleet Solutions are unique programmes and they cannot be used simultaneously. You can choose the option that works best for you.
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When do my points expire?
Your points are valid for one year and will expire after that. The validity of your points will be displayed on the home screen.
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