Frequently Asked Questions
GENERAL PROGRAM QUESTIONS
What is MyMilesMatter by Shell Rotella®?
MyMilesMatter by Shell Rotella® is a loyalty reward program offered by Shell Rotella to reward consumers using Shell Rotella® T4 Triple Protection®, Shell Rotella® T5 Synthetic Blend, and Shell Rotella® T6 Full Synthetic heavy duty diesel engine oils; Shell Rotella® ELC Coolants and Shell Rotella® Greases. Program earnings are based on the products and related services used and are accumulated by either entering Reward Codes from eligible products and services (if available) or by uploading your valid proof of purchase on the MyMilesMatter website. Earnings can be used to obtain reward items offered in the Rewards eCatalog.
Who can participate and what are the rules of the program?
Anyone who is a legal resident of the fifty (50) U.S., the District of Columbia or Canada; has a valid mailing address, a valid email address and telephone number; and is eighteen (18) years of age or older can participate. All you have to do is register. For more details, please view the MyMilesMatter by Shell Rotella® Terms and Conditions.
How do I earn Reward Codes?
The original program included Reward Codes printed under the cap of eligible products. However, as a result of improvements in technologies, the program has evolved to where the consumer can now scan or take a photo of their receipt showing the required qualifying purchase of either an eligible Shell Rotella® product or an oil change service using an eligible Shell Rotella® product and upload the image to the program website (retailer/installer name, date of purchase, brand and product required on the receipt). Once submitted, the receipt will be reviewed and, if valid, Reward Miles will be deposited directly into your account within 4 weeks.
What products are eligible for the MyMilesMatter by Shell Rotella® program?
One quart, one gallon, 2.5 gallon, 5 gallon and 5 litre containers of Shell Rotella® T4 Triple Protection®, Shell Rotella® T5 Synthetic Blend, and Shell Rotella® T6 Full Synthetic heavy duty diesel engine oil; one gallon containers of Shell Rotella® ELC Coolants; and 0.4kg tubes of Shell Rotella® Greases are eligible for the MyMilesMatter by Shell Rotella® program.
Are there other size containers that are eligible for inclusion in the program?
At this time only one quart, one gallon, 2.5 gallon, 5 gallon and 5 litre containers of Shell Rotella® T4 Triple Protection®, Shell Rotella® T5 Synthetic Blend, and Shell Rotella® T6 Full Synthetic heavy duty diesel engine oil; one gallon containers of Shell Rotella® ELC Coolants; and 0.4kg tubes of Shell Rotella® Greases are included in the program. Shell Rotella® oil change services purchased from participating installers are also included in the program. Locations must enroll to participate. For a list of participating locations, go to the Locations tab.
Are there any other ways to earn Reward Miles?
Yes, please check our Special Offers page for other earning opportunities such as watching online videos and other qualifying promotions.
Is this something Shell Rotella is doing for a month, 1 year, etc.?
This is an on-going program. However, Sponsor reserves the right to modify, rescind or terminate this program in whole or in part at any time without notice.
Who can I call with issues or questions?
Why is the program only offered online?
The MyMilesMatter by Shell Rotella® program was designed to operate in the online environment to enhance the members experience in both loading Reward Miles and accessing the Rewards eCatalog to redeem your points.
Is there a fee to join MyMilesMatter by Shell Rotella®?
No, membership in the program is free.
Can I update my personal information online?
Yes, you may update your personal information at any time by logging in to the MyMilesMatter by Shell Rotella® website and clicking on the My Account tab.
What should I do if I forget my password?
Step 1: Click the "Forgot your password? Reset it here." link on the Login page.
Step 2: Enter your email address and click Submit.
Step 3: An email will be sent to the email address you provided which includes a link allowing you to reset your password. (Note: This link will only be active for 60 minutes.)
Step 4: You will be asked a security question and will then be directed to change your password.
I am not receiving emails from MyMilesMatter by Shell Rotella®. What is wrong?
How do I request additional information about MyMilesMatter by Shell Rotella®?
ABOUT REWARD MILES
Do I get a different amount of Reward Miles based on the product I purchase?
Yes, each of the eligible Shell Rotella® products carries a unique Rewards Miles value. You receive Reward Miles based on the product purchased. To learn more, please visit the How to Earn Reward Miles page.
Do Reward Miles expire?
Beginning March 1, 2020, we may expire all of your Reward Miles in your account if your account is inactive for at least 365 consecutive days. Sponsor reserves the right to modify, rescind or terminate this program, in whole or in part, at any time without notice.
Can Reward Miles be transferred?
No, Reward Miles cannot be transferred from one account to another.
Can I pay for additional Reward Miles in order to redeem specific prizes from the eCatalog?
No, Reward Miles cannot be purchased.
It says my Reward Code is invalid. What should I do?
A message that says your Reward Code is invalid could be caused by a few things. Here are some tips for finding and entering the correct Reward Code from the bottles:
- Make sure the Reward Code you entered has 12 characters (the letters are not case sensitive)
For bottle Reward Codes:
- The unique Reward Code is printed under the cap. Do not use codes printed on the outside of the bottle. If this doesn't work, email us. Please include the product purchased and the Reward Code you are entering. We'd be happy to help!
For oil change Reward Codes:
- The unique Reward Code is printed on or affixed to the receipt.
- If you use the Scan and Send method, any concern about entering the correct coding is eliminated because we validate your purchases and make the entry into your account directly.
My Reward Miles are incorrect in my account. What should I do?
Please email us the Reward Codes or receipts that have incorrect Reward Miles awarded and describe the error. Or you may call us at 1.800.566.8979, Monday - Friday, 8 a.m. - 5 p.m. CST. One of our representatives will be happy to assist you.
How will I keep track of the Reward Miles I have earned?
You can view your Reward Miles history at any time. You will need your email address and password to log in and access your information.
Is there a limit to the number of Reward Miles I can earn?No, there is not a limit to the number of Reward Miles that you can earn.
What are the rewards?
Rewards may be updated on a regular basis. Program reward items include Shell Rotella branded merchandise, gift cards, exclusive sweepstakes entries, power tools, electronics, and more. The Rewards eCatalog can be accessed at any time through the program website.
How do you redeem Reward Miles?
You may redeem your Reward Miles by visiting the program website and accessing the Rewards eCatalog.
Can I ship a reward order to someone else or another address?
Yes, you can send the reward to anyone or any address within the United States and Canada (no PO boxes or APO addresses please). Be sure to verify or update the shipping address while placing your order online.
How can I change or cancel my rewards order?
Once your order is placed, we are unable to change or cancel it. We are processing the orders as they are placed to ensure that you receive your reward(s) as soon as possible.
How long does it take to receive the rewards that I order?
Rewards should arrive 4-6 weeks from the time that your order is placed.
What do I do if I do not receive my rewards in the mail?
If your order was placed more than six weeks ago, please email us your order information so we can research it for you.
What do I do if the gift card I received is inactive?
Email us or call us at 1.800.566.8979.
What do I do if the merchandise I received is defective or damaged?
Email us or call us at 1.800.566.8979.
What do I do if an employee collected and redeemed Reward Miles on services he got on company owned vehicles?
We are not able to control who sets up and uses a MyMilesMatter by Shell Rotella® member account. However, MyMilesMatter by Shell Rotella® reserves the right to discontinue the participation privileges of any member who engages in any fraudulent activity or uses MyMilesMatter by Shell Rotella® in a manner inconsistent with the program Terms and Conditions or any federal, state, provincial or local laws, statutes or ordinances.