FAQs
Shell GO+ will soon be replacing Shell Escape. Here are some frequently asked questions.
Discontinuation of Shell Escape
What is Shell’s new loyalty and rewards programme for customers
We are launching a new and revamped loyalty programme to serve you better. Our loyalty programme will be rebranded from Shell Escape to Shell GO+. To continue enjoying your membership benefits, please sign up for an account on Shell GO+.
From 1 May 2023, your physical Shell Escape card will no longer be accepted at Shell stations island-wide.
All Shell Escape points will also expire on 1 May 2023 and will not be transferred to your Shell GO+ account.
What are the key timelines to take note of
- 28 Feb 2023: Last day to EARN Shell Escape points via your physical card. From 1 March 2023, points will only be awarded via Shell Go+ app.
- 30 April 2023: Last day to REDEEM Shell Escape points on your physical card and use your physical card to enjoy discounts at Shell stations.
- From 1 May 2023: Only Shell GO+ app will be accepted at all Shell stations. All unredeemed Shell Escape points will expire and are not transferrable to your new Shell GO+ account.
Please visit shell.com.sg/shellgoplus to find out more. Look out for our on-site ambassadors and support booths that can assist you further in this migration process.
What’s new in Shell GO+
More rewards on your in-store purchases!
- Earn 1 point with every $5 nett spend at Shell Select, excluding tobacco and service items
Milestones: Track your progress and work towards more rewards!
- Check out your “Offers” tab for milestones to complete – view your progress in the “Home” tab
- Hit a minimum fill requirement to get a Shell fuels coupon
View your transactions and points history in a click
- Click on “My Transactions” to view your purchase history
- Click on “Other Activities” to check out additional bonus points you’ve received
- Points expiry information is readily available on the app (under “Home” or “Account” tab)
Redeem points anytime, anywhere with ease!
- Check out the loyalty catalogue on the “Home” tab
All redeemed items will be automatically applied to your next transaction – it’s that simple!
When is the last day of the Shell Escape programme
The last day to use your Shell Escape card on-site to enjoy discounts and redeem your Shell Escape points is 30 April 2023.
From 1 May 2023, your physical Shell Escape card will no longer be accepted at Shell stations island-wide.
All Shell Escape points will also expire on 1 May 2023 and will not be transferred to your Shell GO+ account.
What will happen to my existing Shell Escape points
The last day to redeem your Shell Escape points is 30 April 2023.
Shell Escape points are not transferrable to your Shell Go+ account. All unredeemed points will be expired on 1 May 2023.
From now till 30 April 2023, you may log in to your Shell Escape account at https://shellescape.com to view your points balance and view items/vouchers available for redemption.
Customers are strongly encouraged to redeem all their points by 30 April 2023. Please approach our staff on-site or contact our Customer Service team if you require assistance.
What are the redemption tiers available to redeem my Shell Escape points by 30 April 2023
Please look out for our on-site ambassadors who will help you to redeem your points and exchange them for physical vouchers. Our ambassadors will redeem all your existing points from your Shell Escape card and collect the card back from you, as they assist you in signing up for the Shell GO+ programme.
- *Less than 150 points: Check with our staff on-site
- 150 points: $5 Fuels voucher OR $5 Shell Select voucher
- 300 points: $10 Fuels voucher
- 1100 points: $40 Fuels voucher
*Please note that redemption of this item must be done physically at our Shell site, where our on-site ambassadors can assist you. This will be available from January 2023.
What will happen to the regular Shell Escape fuel-based bonus points offers that I have been receiving via email/SMS?
The regular Shell Escape fuel-based bonus points offers will discontinue on 1 January 2023. To continue receiving bonus rewards and offers on your fuel spend, join our new membership programme, Shell GO+, and enjoy even better perks made just for you.
What happens to my personal data stored in Shell Escape
Personal data that are currently in Shell Escape will not be transferred to Shell GO+.
General Enquiries
I want to reach Shell Customer Service
Our customer service team can be reached at ShellGoPlus-SG@Shell.com or +65 6235 3261 (Mondays to Fridays, excluding Public Holidays, 8:30am – 5:30pm). Please allow us 3 working days to respond to your query.
My app keeps crashing
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 ask that you 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.
I have low connectivity
When you don’t have 3G or Wifi connectivity, it will take longer to load various sections on the app. Good connectivity is especially important during installation and upgrade process to ensure the app is configured correctly.
I cannot access or log in to the Shell Asia app
Please close the app and then try opening it again. If this does not work, please uninstall and then reinstall it. If you are still facing technical difficulties, please email our customer service team at ShellGoPlus-SG@Shell.com with the screenshot of your error.
Use of my location data
We use your location data only to find your nearest station, we do not store your location data. To learn more, read our Privacy Notice at shell.com.sg/privacy.
I want to 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.
My Shell GO+ Loyalty Account
How long is my membership valid for
Your Shell GO+ membership has no expiration date. However, the membership account will automatically be deleted if it is inactive for 5 years.
Please note that membership is still subject to termination or suspension should fraudulent activities be found.
How long are my points valid for
Shell GO+ points are valid for 2 years. Customers are encouraged to use their points earned within 2 years to enjoy the benefits of the Shell GO+ programme.
I want to change my membership type
To change your membership type, go to Account > View and edit account > Membership type. You can change your membership type by entering a member code or based on your vehicle type – mainly Car/Commercial vehicle or Motorcycle.
Please note that you can only hold one membership type.
If you have a member code, please go to Account > Membership type > Change membership > Enter a member code.
How do I register for an account?
- Please click on register
- Enter your phone number
- You will receive a 6 digit OTP, please enter the OTP
- Please fill up your particulars (first name, last name, date of birth, email address and referral code (if you have one))
- Please select your preferred marketing communications
- If you currently hold an existing Shell Escape card, please enter ‘Yes’ and enter your membership details to migrate your card scheme
- If you are a new to Shell member, please enter ‘No’
o If you have a member code, please enter your member code
o Please select your vehicle
I am not receiving the OTP
If you did not receive the OTP after submission, please check the following
- Ensure that you have entered the correct mobile number
- Click on “Resend” on the verification code screen to request for a new OTP
I want to update my profile
You can update all editable personal information by visiting Account > View and edit account on the app.
I want to change my communication settings
You can change your preferred mode of communication by going to Account > Settings.
Keep up to date with exclusive deals by opting-in for our marketing communications. Be the first to discover new and exciting Shell promotions and receive offers specially curated for you.
I want to delete my account
To delete your account, you may go to settings > delete account. 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.
Is the Shell GO+ account transferrable
No. Each Shell GO+ account is tagged to a mobile number and unique member ID, which will not be transferrable.
My Transactions
I want to see details of a transaction
You can see details of a transaction under ‘Transactions’ in the Account page.
I am missing transactions in Transaction History
Only transactions which are done with the Shell GO+ card will be visible in your transaction history. Please allow up to 24 hours for details of the transaction history to be updated on your account.
If you have completed a Shell GO+ transaction but it is still not reflected on your transaction tistory after 24 hours, please contact our customer service team.
I see unauthorised transactions in my Transaction History
Shell Go+ transactions require a submission of your 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 service team.
How do I earn Shell GO+ points
You may earn points by purchasing fuel and/or non-fuel products at any Shell station island-wide. Simply scan your Shell GO+ QR code upon making payment.
Shell GO+ points on fuel
- Shell V-Power = 1.2 points
- Shell FuelSave 95 = 1 point
- Shell FuelSave 98 = 1 point
- Shell FuelSave Diesel = 1 point
Shell GO+ points on spend at Shell Select
- Every $5 nett spend on in-store products = 1 point
- Not applicable to tobacco, service items and selected promotional items
- Not applicable to purchases made with Shell retail partners (links to colo page)
You may also earn points when you spend with Shell partners
- Earn 100 points each time you service your car at Shell Autoserv
- Earn 1 point on every $1 spend at Shell Car Wash
- Fill up a min. of 100 litres to be eligible to up to $30 cashback with Grab, more details here.
- Earn 1 Shell GO+ point for every $5 charged to your HSBC Credit Cards. More details here.
- Insure your vehicle with DirectAsia Insurance for up to 3,000 points. Details at directasia.com/shell
My points balance has not been updated
Points earned or redeemed is updated in real-time. However, there might be a delay due to connectivity issues, in which case this will be updated within 24 hours. If the points still have not been updated after 24 hours, we kindly request you to re-login to your Shell GO+ account. If the issue persists, please reach out to our customer service team for assistance.
Do the points remain in my account after reinstalling the app
Yes, the points will remain in your account after reinstalling the app in your mobile device.
The app is showing a Whoops! Error screen repeatedly
Sometimes this may happen due to lack of connectivity. Please ensure you have proper connectivity and try restarting the app. If it persists, please contact our customer service team.
My Offers and Rewards
I want 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.
When do my Shell GO+ points expire
Shell GO+ points expire 2 years from date of transaction. You may view your point expiry by clicking on Home -> Your points balance (View details)
I am unable to get the offer applied to my transaction at the site
Please check the terms and conditions of the offer. Offer applicability is subjected to fulfilment of certain conditions. If this does not answer your query, please contact our customer service team.
The reward is not available at the site
The reward redemption is subjected to availability of product at site(s). You may need to visit another site or revisit the same site once it's available within validity period
How do I unlock milestone offers
You may track progress of your Shell offer milestones in the home page, as well as under the offers page under “Shell Offers to Unlock”. Once your milestone offers have been unlocked, they will be moved to “My Available Shell Offers” where you may enjoy the offer during the stipulated offer period.
How do I select the offers that I want to use for my transaction?
All your available offers are located under “My Card”.
If you would like to use your offer, please mark your offer as “Selected” in the “My Card” page. Selected offers will be automatically applied to the transaction if the terms and conditions are met.
Offers in the unselected stage will not be applied to the transaction.
How long does my voucher take to be reflected on the app?
If you have input a voucher code, please note that the offer/voucher may take up to 48 hours to be reflected on the app’s ‘My Card’ page.
My scheme membership discounts
| Membership Type | Eligible Modes of Payment | Upfront Fuels Discount |
|---|---|---|
| GO+ for Drivers | All payment types | 10% |
| GO+ for Riders | Cash or NETS only |
16% for Shell V-Power 14% for all other Shell fuels |
| GO+ for Corporate Employees | All payment types | 12% |
|
GO+ for Bus Professionals GO+ for Taxi Professionals |
Cash or NETS only |
Bus: 20% for Shell diesel 16% for all other Shell fuels Taxi: 22% for all Shell fuels |
| GO+ for Private Hire | Cash or NETS or UOB Cards only |
24% with UOB One Credit Card 22% with Cash/NETS/other UOB Cards |
Membership Types
What are the different membership types that I can enroll into
Shell runs different members schemes to personalise rewards and offers for our customers. Learn which scheme is most suited for you in the table below.
| Scheme Name | Who is it for? | How to enrol? |
|---|---|---|
| Shell GO+ for Drivers | For individuals driving a car | Select “Car/ Commercial vehicle” as your vehicle type in the profile |
| Shell GO+ for Riders | For individuals riding a motorcycle | Select “Motorcycle” as your vehicle type in the profile |
| Shell GO+ for Corporate Employees | For individuals who are employees of Shell or Shell’s selected partners | Member codes may be obtained directly from your company, upon verification of eligibility. |
| Shell GO+ for Bus | For individuals holding a general bus driver’s vocational licence |
Member codes may be obtained from Best Petrol Diesel and Supply, upon verification of eligibility. You may email Best Petrol at enquiry@bestpetrol.com.sg or call them at 6898 2525. |
| Shell GO+ for Taxi | For individuals holding a taxi driver’s vocational licence |
Member codes may be obtained from Best Petrol Diesel and Supply, upon verification of eligibility. You may email Best Petrol at enquiry@bestpetrol.com.sg or call them at 6898 2525. |
| Shell GO+ for Private Hire | For individuals holding a professional driving vocational licence |
Member codes may be obtained from Best Petrol Diesel and Supply, upon verification of eligibility. You may email Best Petrol at enquiry@bestpetrol.com.sg or call them at 6898 2525. |
Membership Types
What are the different membership types that I can enroll into
Shell runs different members schemes to personalise rewards and offers for our customers. Learn which scheme is most suited for you in the table below.
What if I drive both a car/commercial vehicle and a motorbike
We regret that we only allow 1 membership type per account (based on your registered mobile number). We would advise customers to choose a membership type based on their most active vehicle profile type.