Shell Malaysia Frequently Asked Questions

Explore our Frequently Asked Questions to discover the answers that you’re searching for.

Account Related

• Is there a registration fee under this program?

  No,registration for the program is free of charge.

• What should I do if I forget my password?

  You can click on “Forgot Password” on the Login page.

  A temporary password will be sent to your registered mobile phone.

  For any other enquiries,please contact us at support.my@shelladvantagerewards.com or call us at 03-6206 0399

• Can I change my username?

  Your mobile number is your username which you can use to login to Shell Advantage Rewards. You will be able to update your mobile phone number from the ‘Manage Profile’ section.

• When and how often should I update my profile information?

  You should update your profile information when there are changes to your personal particulars or to your vehicle. If you have changed vehicles,you must input its details at the ‘My Profile’ section.

  Ensure you submit the Eligible Product code,store code,vehicle registration number and current mileage for every purchase or oil change undergone by your vehicle to keep your account updated.

• How will my personal information be used?

  Your personal information obtained by Shell will be used and processed for account activation,sign up bonus,promotion notifications,oil change service reminders,administration of the Shell Helix Engine Warranty (S.H.E.W) Program and other purposes for the administration of the SHARE program in accordance with data protection legislation and our privacy policy available at www.shell.com.my/share.

• How do I delete my account?

  Please contact SHARE Customer Service at 03-62060399 to delete your account.

 

Benefits Related

• What benefits can I enjoy if I join SHARE?

  You are entitled to one free bottle Shell Helix Ultra after you have completed 3 consecutive oil changes/ purchases for the same vehicle with one Shell Helix Ultra each time at participating SHARE outlets. You also get to enjoy other benefits that include promotion notification,oil change service reminders and Shell Helix Engine Warranty (S.H.E.W).

  Number of Oil Change/Purchase	First	Second	Third	Fourth
  Number of bottles or litre (L) purchased each oil change	1 Bottle of Shell Helix Ultra 5W-40 4L	1 Bottle of Shell Helix Ultra 5W-40 4L	1 Bottle of Shell Helix Ultra 5W-40 4L	Free 1 Bottle of Shell Helix Ultra 5W-40 4L
  	2 bottles of Shell Helix Ultra 0W-30 4L	2 bottles of Shell Helix Ultra 0W-30 4L	2 bottles of Shell Helix Ultra 0W-30 4L	Free 2 bottles of Shell Helix Ultra 0W-30 4L
  	3 bottles of Shell Helix Ultra 0W-30 4L	3 bottles of Shell Helix Ultra 0W-30 4L	3 bottles of Shell Helix Ultra 0W-30 4L	Free 3 bottles of Shell Helix Ultra 0W-30 4L

  Kindly refer to the example below:

  1. How many free bottles will I receive?

     The number of bottles of Shell Helix Ultra you are entitled to will be based on:

     • the type of product you have used:Shell Helix Ultra 5W-40 4L or Shell Helix Ultra 0W-30 4L
     • and number of bottles used in your oil change service.

     The type of product must be the same in all 3 consecutive oil changes and if you have used a combination of 1 and 2 bottles in each interval. The free bottle will be based on the lower number of oil bottles used.

     Number of Oil Change/Purchase	First	Second	Third	Fourth
     Number of bottles or litre (L) purchased each oil change	1 Bottle of Shell Helix Ultra 5W-40 4L	2 Bottles of Shell Helix Ultra 5W-40 4L	1 Bottle of Shell Helix Ultra 5W-40 4L	Free 1 Bottle of Shell Helix Ultra 5W-40 4L
     	2 Bottle of Shell Helix Ultra 5W-40 4L	2 Bottles of Shell Helix Ultra 5W-40 4L	1 Bottle of Shell Helix Ultra 5W-40 4L	Free 1 Bottle of Shell Helix Ultra 5W-40 4L

  2. Can I get my free Shell Helix Ultra bottle if I buy 3 bottles at a go for the same vehicle?

     You will be eligible for the promotion when you have successfully completed the 3rd consecutive Shell Helix Ultra oil change on the same vehicle. Each oil change submission must be accompanied with a vehicle registration plate number and vehicle mileage and the interval between the oil changes must be more than 30 days. For subsequent oil changes made within the same month can be registered as oil change in the SHARE system but will not be counted towards the Frequent User Benefit.

  3. Does the 4th free bottle of Shell Helix Ultra benefits that I accrued have a window for redemption?

     When you complete 3 consecutive oil changes with purchase of Shell Helix Ultra product (of the same volume at each oil change) at any participating outlets within 2 years, you may redeem the Shell Helix Ultra product (of the same volume) free for the 4th oil change on the same car. Redemption must be made within 6 months from the 3rd oil change.

  4. How do I know when I am eligible for my free bottle of Shell Helix Ultra?

     You will be eligible for the promotion when you have successfully completed the 3rd consecutive Shell Helix Ultra oil change on the same vehicle. A unique promotion code and redemption details will be sent to your registered mobile number through SMS and email.

     Simply visit any SHARE workshops or Shell Retail Station to redeem your gift by providing the unique promotion code to the Workshop or Retail staff. Kindly note the redemption period opens 1 month after your qualifying 3rd oil change service.

  5. How do I redeem my free bottle of Shell Helix Ultra?

     Simply visit any SHARE workshops or Shell Retail Station to redeem your gift by providing the unique promotion code to the Workshop or Retail staff. You will be required to show a copy of the SMS or email message. Alternatively, you may log in to your SHARE account to display the redemption details.

     Please kindly note the redemption period opens 1 month after your qualifying 3rd oil change service.

  6. I am currently an existing SHARE member but I would like to sell my vehicle, will I still be able to transfer the accrued benefits to my SHARE account.

     If you sold your vehicle, the accrued benefit can only be transferred to another newly registered vehicle under the same user profile within 3 months. The accrued benefit cannot be transferred to any of the existing registered vehicle(s) under the same user profile.

  7. If my vehicle is not a Malaysia-registered vehicle, will I be entitled to the free bottle of Shell Helix Ultra on my 4th oil change benefit?

     You are entitled to the following benefits even if your vehicle is not a Malaysia-registered vehicle but you meet the following criteria:

     Benefit	Foreign-registered Vehicle	Registered Mobile Number	Entitlement
     Free bottle of Shell Helix Ultra on your 4th oil change		Malaysia	Yes
     Free bottle of Shell Helix Ultra on your 4th oil change		Foreign	No

  8. Will I receive notifications from the program?

     Yes, you will receive SHARE notifications from the program such as oil change reminders, promotions and other SHARE notifications.

  9. Can I opt out from receiving promotional offers?

     Yes, you will be able to opt out from receiving marketing notifications by changing your preference in the ‘My Profile’ section, but you may be missing out on some exciting SHARE promotions.

 

Eligibility for SHARE

• The Shell Helix product that I purchased does not have a peel-off label. How do I register the product code to complete my purchase details in the SHARE website or mobile application?

  When you purchase any Shell Helix product without the peel-off label from any participating SHARE Outlet,it would be accompanied by a coupon featuring the unique product code and instructions guiding you to complete your purchase details in the SHARE website or mobile application.

• What are the eligible products for Shell Advantage Rewards?

  The following Shell Helix products by Shell Malaysia Trading Sendirian Berhad and Shell Timur Sendirian Berhad qualify for Shell Advantage Rewards:

  • Shell Helix Ultra ECT C2/C3 0W-30 4-litre
  • Shell Helix Ultra 5W-40 4-litre
  • Shell Helix HX8 X 5W-30 4-litre
  • Shell Helix HX8 Synthetic 5W-30 4-litre
  • Shell Helix High Mileage 10W-40 4-litre
  • Shell Helix High Mileage 15W-50 4-litre
  • Shell Helix HX7 10W-40 4-litre
  • Shell Helix HX7 5W-30 4-litre
  • Shell Helix HX7 Diesel 10W-30 6-litre
  • Helix HX7 X 5W-30 4-litre
  • Shell Helix HX5 15W-40 4-litre
  • Shell Helix HX5 10W-30 3-litre

• How do I know if I’m eligible to participate in Shell Advantage Rewards?

  You are eligible to register for Shell Advantage Rewards if you purchase any of the participating products above from an authorized Shell Advantage Rewards outlet. Please refer to the Terms and Conditions for further details.

• I am driving a non-Malaysia registered vehicle,am I eligible to sign up for Shell Advantage Rewards programme and enjoy the benefits?

  You are eligible for Shell Advantage Rewards benefits except Shell Helix Engine Warranty,but you would need a registered Malaysia mobile number to sign up for Shell Advantage Rewards programme.

• I’m driving a commercial vehicle,am I eligible to sign up for Shell Advantage Rewards programme and enjoy the benefits?

  You are eligible for Shell Advantage Rewards benefits except Shell Helix Engine Warranty,but you would need a registered Malaysia mobile number to sign up for Shell Advantage Rewards programme.

• Will I still receive benefits if my service center is not under this program?

  You will not be able to receive any benefits from the Shell Advantage Rewards program if your service center is not under the program. Please refer to our lubricant locator to find out the nearest participating outlets.

• The QR code label on my bottle is damaged. What do I do?

  Please contact Shell Advantage Rewards (SHARE) Customer Service at 03-6206 0399 for assistance. SHARE Customer Service will reissue a new QR code to you through SMS.

• What happens if the product code scanned is previously used?

  Please contact SHARE Customer Service at 03-6206 0399 for assistance. SHARE Customer Service will reissue a new QR code to you through SMS.

 

Eligibility for Shell Helix Engine Warranty

• Am I eligible for SHEW if my vehicle is not a Malaysia-registered vehicle?

  SHEW is a benefit that is only available to Malaysia-registered vehicles and coverage is only available to locally-registered vehicles within Malaysia.

• Am I always covered under the Engine Warranty in this program?

  While your Shell Advantage Rewards membership does not expire,your Shell Helix Engine Warranty is valid for six months from your last oil change. The status of your Shell Helix Engine Warranty participation will be automatically updated in the SHARE system when you update your purchase of Shell Helix products. Please refer to the SHEW Terms and Condition for further details.

• How do I register for my Shell Helix Engine Warranty (SHEW) under Shell Advantage Rewards?

  Shell Advantage Rewards will automatically identify if you are using Shell Helix Ultra,Shell Helix HX8, Shell Helix HX7 engine oil or Shell Helix High Mileage

  • Your car is under 8 years old
  • Your car has done less than 150,000 kms

  You will also need to ensure that the OEM/Car manufacturer recommends using engine oil with the same viscosity of Shell Helix products that are included in the SHEW Program.

• What should I do in the event that my car breaks down?

  Please call the SHARE Customer Service at 03-6206 0399 who will assist you on next steps.

  The associated costs of towing the vehicle to the nearest panel workshop will be borne by you,and is reimbursable if it is determined to be a valid claim under the SHEW program.

• How do I know if my vehicle is eligible for SHEW?

  Your vehicle is eligible for Shell Helix Engine Warranty if:

  • You are using Shell Helix Ultra, Shell Helix HX8, Shell helix HX7 or Shell Helix High Mileage
  • Your car is under 8 years old
  • Your car has done less than 150,000km
  • You purchase and use a 4-litre pack of Shell Helix HX8, Shell helix HX7 or Shell Helix High Mileage 15W-50
  • The OEM/car manufacturer recommends using engine oil with the same viscosity of Shell Helix products that are included in the Shell Helix Engine Warranty Program.

• How do I know I have been successfully registered for SHEW?

  You will be able to view your SHEW validity status in the ‘My Profile’ section.

• Do I have to pay for SHEW?

  No,registration for SHEW is free.

• What does the warranty cover?

  Subject to the SHEW Terms and Conditions,the cost to repair damage to the Covered Engine Parts that fail or replace the Covered Engine Parts that fail to the extent that such failure is directly caused by Shell Helix Ultra,Shell Helix HX8,Shell Helix HX7 or Shell Helix High Mileage 15W-50 failing to provide proper lubrication to such Covered Engine Parts are covered under the Shell Helix Engine Warranty. The Covered Engine Parts are listed as follows:

  • Piston and piston rings
  • Crankshaft and bearings
  • Connecting rods
  • Connecting rod bearings
  • Gudgeon pin
  • Valves
  • Engine block
  • Cylinder head
  • Timing gear and chains
  • Camshaft and bearings
  • Cylinder liner/bore
  • Turbocharger
  • Cam followers
  • Rocker arm and pivot
  • Push rods and balance shaft

  Coverage under SHEW is up to a maximum of RM 15,000 (inclusive of applicable taxes) per claim in the case of Shell Helix Ultra users,and up to a maximum of RM 8,000 (inclusive of all applicable taxes) per claim in the case of Shell Helix HX8,Shell Helix HX7 and Shell Helix High Mileage (“Shell Helix Engine Warranty’s Maximum Coverage”).

• When am I eligible to make a claim?

  You can only make a claim 30 days and 1,000km after you received your SMS confirmation.