Why is my account being blocked?
An account could be blocked due to several reasons which include:
- Outstanding invoices not paid on time
- Credit Limit* has been exceeded
- A substantiated concern of insolvency, bankruptcy or similar status
The account will also be blocked after the notice period following expiry of the contract.
When your account is blocked you will still be able to view, download transactions report and all the usual information, but there will be restrictions on certain activities such as Card Order, Manage Cards and Card Restrictions.
Please note: The account blocked message shown below, will be displayed on all pages.
Activities that are restricted due to a blocked account will be greyed out in the taskbar.
You will still be able to see card details, but you cannot block or cancel cards, or carry out any action at a card level.
Please note: If your Payer account is blocked then all your sub-accounts will also be restricted. You will be able to view the impacted accounts in the “Account Selector” or “Favorite Accounts” menu.
How can I unblock my account?
The account will remain blocked until all overdue invoices are paid in full and/or exposure on your account has decreased below the assigned Credit Limit*.
By paid, it is understood that payments are reflected in Shell internal systems
(Please note: payment can be delayed up to 48hours).
*Credit Limit
Credit Limit is the agreed maximum exposure that can be accumulated in your account. The exposure of your account has to be within the agreed Credit Limit at all times – otherwise your transactions may be declined.
Exposure is the sum of all invoiced and un invoiced transactions. To reduce your current exposure, please execute a payment.
You can check and control exposure of your account in Shell Fleet Hub /note: this is disabled in some countries (DE, AT, CH).
Impact on Post-Pay On-Board Units (OBU)
Please be aware that a block on your account will also apply to non-fuel transaction and/or for other services provided by Shell (e.g. Tolls, Vignettes).
Post-Pay OBU will be blocked. And you will be not able top-up your pre-pay OBU.
