Answers to common questions about Shell Card

Shell Card is one of the simplest and most straightforward fuel cards available, however we understand that if you’re new to Shell Card or even if you’re a long-term customer, you might still have a few questions. We hope you will find the information you’re looking for here.


About_your_Shell_Card_iconAbout your Shell Card


How does Shell Card work?

Think of it like a credit card for fuel purchases. Every purchase is itemised on a single tax invoice and statement, and the cost of purchases is deducted from your nominated account weekly, fortnightly or monthly, depending on your payment terms.

What are the benefits of Shell Card?

It makes paying for fuel easy – all your purchases appear on a single tax invoice and statement, ready for tax time. You can manage your card(s) online, you can set usage controls, we offer flexible payment options, and fraud protection is built-in… to name a few!

I don’t use much fuel in my business. Is it still worth getting a Shell Card?

Yes! Shell Card makes managing your business’ fuel easy, whether you have one vehicle or a whole fleet. Plus, we offer discounts off the pump price!

What if my business has multiple vehicles?

No problem, for a small monthly fee of $2.50 per card you can have as many cards as you want.

Where can I use my Shell Card?

You can use your Shell Card at any Shell service station, Shell Coles Express, Liberty, Westside and third party accepting Shell Card sites. To find a Shell Card accepting site near you, use our fuel finder tool.

What are the Terms and Conditions when signing up with Shell Card?

Here’s where to find the Shell Card Terms and Conditions.


Setting_up_and_managing_iconSetting up and managing your Shell Card


Are there delivery delays due to COVID-19?

Yes, due to COVID-19 and its current impact on Australia Post, along with higher than normal order volumes, delivery of Shell Cards may take longer than usual. We are working hard to deliver as safely and quickly as possible.

How are PIN codes set?

Setting up your PIN is easy and can be done on your first transaction at a Shell service station or Shell Coles Express. Just select a four digit PIN and enter this three times to activate your Shell Card.

What happens if a driver forgets his or her PIN code?

A PIN can be re-set via Shell Card Online. Alternatively the authorised Fleet Manager can notify our Customer Service Team on 13 16 18 to get the PIN reset.

What account and fuel card controls are available?

You can set and modify product and purchase restrictions through Shell Card Online or via our Customer Service Team - email accountsadmin@vivaenergy.com.au or contact us on 13 16 18.

What security controls are available?

You can set Smart Alerts to identify fuel card misuse and driver inefficiencies through Shell Card Online.  


Managing_your_account_iconManaging your account


What reporting access do I get?

Shell Card Online gives you complete control over your cards and your account. You can create and download a range of reports, order extra cards, apply alerts to monitor how your cards are used, and more!

What is Shell Card Online?

Shell Card Online gives you the ability to manage your card(s) and account online. Enjoy the ease and efficiency of Shell Card Online, which includes the following tools:

- Order and cancel your Shell Card(s)
- Access your past invoices (for the previous 12 months)
- Generate detailed transaction reports between billing periods, and drill down to specific dates, cost centres or cards
- Streamline GST and fuel tax claims by using information in your monthly transaction report
- Access to a suite of other Management Information Reports
- Set free Smart Alert emails to notify you of card activity outside of your set parameters

I am not registered for Shell Card Online, how can I get access to it?

Simply register online here.

How do I reset my Shell Card Online PIN?

Our Customer Service Team is waiting to help you. Please email accountsadmin@vivaenergy.com.au with your user name or contact us on 13 16 18.

Can I transfer my Shell Cards from one business to another?

We might be able to help you with that. You will need to apply for a new account with your new ABN, but then we might be able to send new cards updated from the old account.

What if I want to close my account?

We’d hate to see you go! There’s no minimum contract period so you can request to close your account at any time. Of course, any outstanding balances must be paid in full.

Does Shell Card have accounting software integration?

While we do not currently have a direct integration to any brand of accounting software, you can extract your invoice history from our online portal for upload to your accounting software if required.

Does Shell Card integrate with my fleet management software?

While we do not currently have a direct integration with any brand of fleet management software, you can extract information about your account from our online portal for upload to your software if required.

Is there someone I can talk to about my Shell Card account?

Sure, call 13 16 18 and our team will be more than happy to help.

How do I order/ cancel cards?

You can simply log on to Shell Card Online at vivaenergycards.com.au and order new cards at your convenience. Alternatively, customers on Enterprise or Managed accounts can email or call our Customer Service Team on 13 16 18 to order new cards.


Costs_and_payments_iconCosts and payments


Are there any set-up costs?

There are no set-up costs whatsoever. How good is that?!

What fees and charges are involved?

There are no admin fees, no transaction fees and no replacement card fees. There is a small 0.8% surcharge if you pay your account with a credit card, and a monthly fee of $2.50 for each fuel card.

Can I pay my Shell Card invoice manually with BPAY?

No, you’ll need to set up a direct debit through a bank account or credit card.

Can I pay using AMEX?

Not right now but we’re working on it… stay tuned!

Are the payment terms flexible?

We offer weekly, fortnightly and monthly payment terms. The payment terms offered will be based on a number of factors, including the types of vehicles your business uses, your monthly spend and how long you have been in business. The payment terms offered are at Viva Energy’s discretion, and subject to successfully meeting Viva Energy’s credit assessment requirements.

How often will I receive invoices?

Your invoice frequency is determined by your payment terms. We offer weekly, fortnightly or monthly invoicing options. The payment terms offered will be based on a number of factors, including the types of vehicles your business uses, your monthly spend and how long you have been in business. The payment terms offered are at Viva Energy’s discretion, and subject to successfully meeting Viva Energy’s credit assessment requirements.


For more information

APPLY for shell card NOW

To enquire about Shell Card
Call 13 16 18
Email shellcardsales@vivaenergy.com.au

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Shell trademarks used under licence.