Application & Setup
How long is the Shell Fleet Card application process?
The application process typically takes 2 to 4 work weeks after all required documents are submitted.
How long is the Shell Subsidy Card (SKDS) application process?
For subsidy (SKDS) cards, approval may take 2 to 4 work weeks as it depends on the status of approval from the relevant authorities.
What documents are required for the application?
If you are a private limited company (Sdn Bhd), you will need a copy of your business registration (SSM) and 3-month bank statements.
If you are a sole proprietor (enterprise), you will need a copy of your business registration (SSM), NRIC of the owner or director, and 3 month bank statement.
How do I activate my Shell Fleet Card?
Your Shell Fleet Card will be activated automatically upon delivery. You will receive an email to create Shell Fleet Hub account
Card Usage & Limits
Can I set a fuel limit for each vehicle?
Yes, fuel limits can be set per card based on vehicle or driver requirements. Limits can be adjusted upon request.
Can I top up or prepay my Shell Fleet Card?
The Shell Fleet Card operates on a postpaid basis. Prepaid options are not available for this card.
How long is the Shell Fleet Card valid?
The card is valid for 5 years from the date of issue, unless cancelled or replaced earlier.
PIN & Card Issues
Where can I get the PIN for my Cash Card or Fleet Card?
For cash card, the PIN will be delivered over mail via courier.
For fleet card, you need to create Fleet Hub account to set the pin inside fleet hub.
What should I do if my card is lost or stolen?
You may cancel & block your cards through Shell Fleet Hub & order new card.
What should I do if a driver enters the wrong PIN multiple times?
The card will be temporarily blocked after several incorrect PIN attempts. Please contact Shell customer service at 1300 22 8181 or generalcardrequests-my@shell.com to unlock the card.
Why does my card appear as "INVALID" at the pump?
This may happen if the card is blocked, expired, used at an unauthorized station, or if the terminal fails to recognize it. Please contact Shell Customer Service at 1300 22 8181 or generalcardrequests-my@shell.com
Blocked Cards & Failed Transactions
What should I do if my account is blocked?
A blocked account usually results from overdue payments or security issues. Settle any outstanding amount or contact Shell Customer Service at 1300 22 8181 or generalcardrequests-my@shell.com
What happens if I exceed the credit limit?
Transactions will be declined once the credit limit is reached. Consider applying for a limit increase if necessary.
How long does it take to reactivate a blocked card after payment?
Once payment is received, reactivation may take 1 to 3 working days.
What should I do if a transaction fails at a Shell station?
Ask the station to retry the transaction. If it continues to fail, report the issue to Shell customer service at 1300 22 8181 or generalcardrequests-my@shell.com with details (card number, station, date/time).
Subsidy (SKDS) Related
What’s the difference between Subsidy and Non-Subsidy Fleet Cards?
Subsidy cards (SKDS) are government-approved cards for eligible vehicles to receive diesel at a subsidized rate. Non-subsidy cards follow standard commercial rates.
How do I request a new card for additional vehicles with SKDS approval?
Submit your approved SKDS document along with the vehicle List from KPDN and request form to Shell to issue a new card.
For existing customers, how do I tag the current card with the Subsidy (SKDS) program?
You’ll need to submit the SKDS approval letter and vehicle list from KPDN. Shell will update your card profile to reflect subsidy eligibility.
Billing & Payment
How do I pay my monthly bill?
You can make payments via Direct Debit.
Is there a penalty for late payment?
Yes, late payment may result in account suspension and a late fee. It is recommended to pay before the due date to avoid interruption.
Security & Support
What if I suspect fraud or misuse of my card?
Immediately report suspicious activity to Shell customer service. They will investigate and may issue a replacement card.
How do I request a replacement card?
You can request a replacement card via Shell Fleet Hub.
General & Others
Is there a mobile app for managing my card?
Yes, Shell offers a mobile portal where you can track transactions, view statements, and manage your card settings.
What cards are not accepted or cannot be used?
Only Shell-issued Fleet Cards and Cash Cards are accepted under this program. Personal debit or credit cards are not eligible for Fleet billing.
Can I combine the Shell Fleet Card with other loyalty programs?
Currently, Shell Fleet Cards do not support linking to personal loyalty programs like BonusLink.
