Imprint Reviews 185

Imprint Update: After numerous futile attempts at contact I submitted a complaint to the Florida Attorney General's office.

Impossible to get any customer service. Asking for a SSN(Not going to happen) to active a account I've had for 3yrs. Trying to cancel and even that can't be done.

I had my shell card transferred over to imprint. I got the email about my virtual card being set up and to log in to create an account. Well I got all that set up around May 5th. Then it said I could request a physical card so I did. I had no issues getting into the account I set up for the virtual card until it came time to activate my physical card. All I get is my information isn't correct. They also don't recognize my phone number. I have been round and round with AI chat and AI phone call. I just keep getting directed to one or the other and get no human. So here I am sat with a physical credit card I can't activate and a virtual card that I have no clue what's going on with it. After reading all the horror stories of imprint and not being able to get a person to talk to I have decided I'm not even worried about activating this card. Luckily I have no balance on the other card so I'm not in a bind like most whose cards with balances transferred over. It just looks like everyone's information did not transfer correctly so no one can get in to the new accounts. I'd totally cancel the card if I could, but I can't get in to do so. So I will either report this as not being my card when it shows up on credit karma and will go that route or hopefully it will cancel itself since I can't activate it anyways. Definitely never care to deal with imprint after this fiasco.

I agree with everyone on here. This company is horrible. Did anyone else receive a certified envelope that you had to sign for and it only had something saying my payment was due by the 25, which I had just paid. If they sent that letter to everyone, it was a waste of money and paper. Then I got an email today saying that I still need to make my payment.....although the website says it as paid and calling their useless phone number also said I had paid it. I will be completely paying off this card and cancelling. I don't even have any Shell stations near where I live now so only used it when traveling. Customer Service is horrible. Treating us all like we don't pay our bills every month is just unbelievable. How do you run a company like this?

So, I stopped using my shell card a year ago because their rewards are so low it's insulting. I closed my account then. Fast forward to this week, I open my Imprint app and a virtual shell card is staring me in the face. Imprint has worked fine for my HEB card, but I can't get rid of this Shell card in the app because customer service literally does not work. It even says on their website which AI number to call to close the account but the voice stops responding to any questions and just asks if I'm still there a minute later. This is incompetence at its finest and no I will not be activating a new card just because you shove it in my face. Additionally, on a computer the Shell card doesn't show as "Active" in the wallet, but in the Imprint app it does. For companies rolling in billions of dollars, you'd think they could be bothered to use a few thousand for a basic validation of the customer service workflow before dumping this hot turd on the public. If Shell and Imprint want to alienate customers and ensure anger and negativity is associated with their brands, then they're doing a fine job.

Shell switched over to Imprint credit cards. You cannot get any help from customer service. They want your full SSN even though I have the card & have used it. The email support given says that its not in service at this time. I called Shell & you get the same AI loop. Shell - why did you switch? A bad look for Shell as well.

New "Shell" Imprint Master Card is not really a 1. It's a zero. All these negative reviews are on target. Can't get them on the phone, can't reach them by email, no mailing address. Imprint is a ghost company (if a company at all). Their supposed website asks for your name, DOB and full SSN. No way! I had a Shell credit card for years but I am trying to cancel this new "Imprint" card. Problem is: I can't contact anyone to cancel. Phone numbers don't connect. Beware. I don't know if this is a scam but it has all the indicators. HORRIBLE. AWFUL. ZERO. HATE IT.

Shell Imprint sent one card only, with my deceased wife's name on it. I can only talk to the telephone robot, which told me it will not refer me to a person in Customer Service. I have been unable to resolve any issue with Shell Imprint. It's garbage.

On May 16th, I went on my Shell Account on line to pay my monthly bill of $120.15 and received a confirmation number of the payment transaction. On May 17, 2026, I received an e-mail notifying me that Shell Gas Card (utilizing Citibank) was being moved to a Shell Mastercard which would offer customers a broader purchasing experience while being able to receive discounts on certain purchases. The information in the e-mail stated if you had a Shell Card you would automatically receive the Shell Mastercard. On Tuesday, May 19th I called the Shell Customer Service line on my Shell Card and was on hold for over 2 hours. I decised to hang up and planned to call the next day. On Wednesday, May 20th, I called the Shell Customer Service again and waited on hold for an hour and 30 minutes. I explained my concern that I had not received the Shell Mastercard; however, I did make payment on my balance of $120.15. The representative shared that he could not help me and could not access my account. He shared he could transfer me to someone in the correct department. I was transferred and remained on hold for and hour and 15 minutes before I was connected with another representative who claimed she worked for the billing department. She shared that if I did not have payment in by May 17th the payment would not be processed and to cancel the transaction through my bank. She shared she did not work for the Shell Mastercard company and could not help me to acquire a Shell Mastercard.; however, she had a phone number to Imprint.co number. I wrote down the number verifying the number with the representative. I called that number and was on hold for 45 minutes and when the phone was answered I was informed that the number was a Printing Company and had noting to do with Shell or Mastercard. I then went on line and called the contact number identified on Shell Performance Elite World Mastercard. I remained on hold for over another hour and 45 minutes after listening to an AI voice asking which department I wanted with a laundry list to choose from; once selected I just listened to music playing. There was no indicator as to the time for being on hold. I decided to hang up after being on hold for another hour and a half. I will call my bank tomorrow to cancel my transaction payment of $120.15 through Shell Card Citibank. My plan is to not request a Shell Performance Elite World Mastercard because of the terrible transition of the Shell Gas Card to the Shell Mastercard. Expecting customers to wait on hold for endless hours and a web site which is useless is not where I want to spend my money. It is like a slap in the face over and over again. Do these Corporate Organizations think we are ignorant and a masochist. I would give a Zero star rating if I had that option. There should be a class action lawsuit for all Shell Card holders against Imprint.

2 hours and 53 minutes of wait time over 3 days to get to a person. Double billed in the amount of $97.25, Citi blames Imprint and Imprint blames City. If this is the type of service, I get from Imprint I can find a new company to deal with.

We (my wife and I) received emails about the new Shell Elite credit card transitioning from Citibank to Imprint, with links in the email for us to transition our account. Why!!!! With all of the email scams out there, I WILL NOT click on a link in an email. I took these emails as a scam and reported them. When I checked my Shell Account on line it said we could use our Shell gas cards until the expiration date on the cards, which is until 2028. Why didn't Shell simply send out new gas cards to all of it's customers? Because of all the complicated transition tech and app mess, my wife and I simply decided not to use our Shell cards anymore. Exxon/Mobile and other gas companies simply send out a new card. Simple and easy! Whoever made these decisions for Shell on the transition of the gas credit cards should be fired! Goodbye Shell!!

Unable to reach customer service! I paid my Shell credit card through Citi, and now it shows that I owe with Imprint! I was waiting for an agent over an hour. Will cancel this ridiculous card!

Made a $100.00 payment on my Shell card but Imprint charged my balance of $547.0o I have been trying to reach them at the moment it happened and have been on hold for a total of 1.45 hours. this company is a scam

Company is fully Ai ran with no way to speak to a person. Their system won't call my landlines despite me selecting it, so verification never came through. Ai told me its the only way to verify the account and won't let me speak to anyone AND it says to use the find my account part to skip verification but I enter name social and birthdate it immediately goes to a page asking me to get a code on my phone . Can't add a cell or anything to it because you have to first verify which it won't do . Walking in absolute circles and losing my damn mind . Horrible company

The company does not recognize any relevant data in order to activate our new credit card. We received a credit card in the mail with no explanation, and then when we figured it out, there was no way to set up or access the account. IF you have the patience, stay on hold for hours only to get cut off. Terrible! We will no longer be a Shell Gas Company patron.

I am a loyal Shell Credit Cardholder of 40 years. Shell recently transitioned all Shell gas credit card users from Citibank to the new Shell Performance Elite World Mastercard issued by Imprint, and the execution has been a failure. Imprint failed to deliver my new physical credit card, which was supposed to be received by May 18, 2026. Furthermore, both the online account portal and their AI assistants are completely unable to provide a shipping date or a tracking number for my card. Instead, the AI assistants repeatedly ask that I activate a card I never received, creating an impossible loop. I have spent two consecutive days on hold for over an hour each day, and it is impossible to reach a human agent. As a customer of four decades, this transition has caused a major interruption, and I have no card I can use at my Shell gas station. I filed a complaint with the CFPB who forwarded the complaint to the FDIC Consumer Response Unit.
Funny how for months they were sending us letters and emails about the transition and now that this mess has occurred- not one word from Shell or Imprint.
June 3, 2026: This article "Middle Tennessee Shell customers report double charges, service issues after credit card transition" states "Shell is asking customers to have patience during the transition. The company said cardholders needing help should email SSC @ shell.com (no spaces)

I had no problems with my HEB card, but switching my Shell Card to Imprint has been anything but smooth. Online access is easy. But, I keep getting emails that I have a payment due, but I paid last month's balance, and the online account shows that. It also shows that my payment due is $0.

When you call their "support" number you get an AI. That AI cannot access the Shell account, but keeps offering to do so. When you ask for a person, it gladly switches you to another line. I've been on hold this time for 45 minutes. I'm going to walk away and see just how long I can possibly be on hold.

The AI is poorly trained. The actual customer support is non-existent. If this continues I'll close both of my Imprint card accounts. I have over 6 other cards I can use instead.

Update: After over an hour on hold someone finally answered. Then it took them almost another hour to verify that I didn't have a payment due. They had no reasonable answer to why I was getting emails that a payment was due 13 days after I paid the balance.

You won't easily find it online, but their support email address is simply support at imprint.co

How do we go about filing a class action lawsuit against Imprint?

Received my new Shell/imprint card. Can’t activate because it doesn’t recognize any of mine or my husbands information. Can’t speak to a person because long wait times, been on hold over an hour now, and I just don’t have any more time. I am shredding my account, I can’t even get my payment due from original Shell card because they don’t recognize any of my info anymore and another hour on hold waiting to speak to person! This is an effing nightmare. I will never use Shell ever again.

They recently took over my Shell Mastercard. They deactivated my old card 3 days before they said they would. And 3 days before I could activate the new card. Then the first time I go to use it my card gets declined for not having enough funds. Yet I have a 0 balance.