FRENCH VERSION: https://intercom.help/neatcar/fr/articles/5962116-si-votre-code-est-non-valide-chez-shell

IMPORTANT: First of all, specify that you are at a partner station!

If you are at a partner Shell station and when you dial your code into the keypad it shows an error such as: "Code too long", "Server error", "Invalid code", The garage door is not opening, etc. it is an issue with Shell's internal system and is beyond Neatcar's control.

1- Leave and come back later

Once your code has been purchased, it remains valid until it is used. In fact, the problem comes from the Shell servers located at the head office and it is no longer communicate with the station. So even codes purchased on their own website will not work.

2- Buy a local code

In an attempt to quickly fix the situation, you can go inside and request a new wash code (We suggest saying your code is from Hydrajet.net). In the majority of cases, the cashier will not want to give a new one. So we suggest you to buy a new code and wash your vehicle. Then you can write at support sending us the invoice of the code you purchased. We will refund your previous transaction. If your transaction had a discount, we will give you an additional discount on your next transaction to balance.

IMPORTANT: The cashier probably does not know Neatcar. We deal with the head office and not the stations individually.

We understand that this is not a pleasant situation at all. Unfortunately, Neatcar has no control over the internal systems of its partners' stations. However, we are working hard to help them to improve this kind of situation. Based on the possibilities of the company, only the 2 options above are available for the moment. Despite this type of situation is beyond our control, providing a great experience (at least with the service in this situation) is important to us. If you ever have a problem, do not hesitate to write to us, we can remove it temporarily or indicate the problem to other users.

Thank you for your understanding and cooperation.