Autotoll (Electronic Toll Collection System) and HKeToll are two separated systems that will only charge tolls from their labels or toll tags respectively. When HKeToll is implemented, its existing manual toll booths and Autotoll lanes will be decommissioned. Vehicle Owner will need to pay the toll via HKeToll. From the period of switching over to “HKeToll”, every traffic direction of each tunnel will not contain the system of “HKeToll” and “Autotoll” at the same time. Thus, it will not occur the situation of charging double tunnel tolls. Meanwhile, Vehicle Owners can install both Toll Tag of HKeToll and a tag of Autotoll on the windshield of your vehicle simultaneously by keeping them at least 10cm apart.

The payment means are different. Using a Vehicle Tag, the motorists could link a credit card, bank account etc that will have autopay function. The motorist can check the transaction and payment records in the account. On the other hand, the Class Tag can be topped up by cash in convenience store and customer service centers only.

The split toll payment could be arranged in 3 ways.
1) Mobile app: the owners / agents have to create HKeToll account and input the commercial vehicle and driver information in HKeToll account. The driver has to create their own HKeToll driver account. Matching between the commercial vehicle and the driver must be done before the driver starts working and keep connecting throughout the working hours. Tunnel toll will be deducted through the HKeToll driver account. The driver just needs to logout the HKeToll driver account when off duty.
2) Monthly statement: when the owners / agents create HKeToll account and input the commercial vehicle and driver information in HKeToll account, they could check the electronic statement with transaction of each vehicle for splitting toll payment with drivers.
3) Two-piece device: this includes a piece of commercial driver card and the card stand. There is stored value amount in commercial driver card. The driver need to insert the commercial driver card to card stand when starts working, tunnel toll will be deducted from the commercial driver card when passing tunnel accordingly. The driver just needs to take out commercial driver card from card stand when off duty. The fee is applied as two-piece device is an extra option. The commercial driver card and the card stand could be purchased separately. The commercial driver could purchase a commercial driver card for toll payment purpose while the owners / agents could purchase the card stand of each vehicle.

In the HKeToll account, there are 3 types of auto payment means available for toll payment, which are -

• Bank transfer;
• Credit card; and
• Designated Stored Value Account.

Please refer to “How To Pay” of the HKeToll website to learn more about their setup procedures.

You can add up to two auto payment means in your HKeToll account with the following combinations –

• Bank Transfer & Credit Card;
• Bank Transfer & Designated Stored Value Account (DSVA);
• Two Credit Cards; or
• Credit Card & DSVA.

When you add a new auto payment means, it will be preset as the default payment method. When you have set up two auto payment means and your default payment means does not work, we will automatically use your backup payment means to settle the toll transaction.

You can change your default and backup payment means by using the drag and drop function under “Auto Payment” of “Payment Management” –
(1) Click “Edit”;
(2) Hold the payment method that you would like to move and then drag it up or down the list. The payment method at the top of the list will be set as your default payment means.

You can remove auto payment means by clicking “Edit” and then the red “delete” icon under “Auto Payment” of “Payment Management”.

For Bank Transfer and Designated Stored Value Account (DSVA), after removal, you can reactivate them by clicking “Add / Set up Auto Payment Means” on the same page and then choosing “Designated Stored Value Account (Reactivate)” or “Bank Transfer (Reactivate)”.

If you wish to cancel your bank account's direct debit authorisation permanently, please contact your bank directly.

For DSVA, please note that it can only be closed when the associated HKeToll account is cancelled. If you would like to cancel the HKeToll account, please complete Part E “Update or Cancel HKeToll Account” of the “HKeToll Service Application Form” and return it to HKeToll by email, fax or post. You may also visit our Customer Service Centres to complete the necessary procedures.

You can set up auto top-up of your DSVA through credit card or bank transfer.
Please refer to “How To Pay” of the HKeToll website to learn more about the setup procedures.

You can add up to two auto top-up means for your DSVA with the following combinations –

• Bank Transfer & Credit Card; or
• Two Credit Cards.

When you add a new auto top-up means, it will be preset as the default payment method. When you have set up two auto top-up means and your default method does not work, we will automatically use your backup method to top up your DSVA when triggered.

You can change your default and backup auto top-up means by using the drag and drop function under “Designated Stored Value Account” of “Payment Management” –
(1) Click “Edit”;
(2) Hold the payment method that you would like to move and then drag it up or down the list. The payment method at the top of the list will be set as your default payment means.

You can remove auto top-up means by clicking “Edit” and then the red “delete” icon under “Designated Stored Value Account” of “Payment Management”.

For Bank Transfer, after removal, you can reactivate it by clicking “Bank Transfer (Reactivate)” under “Add / Set up Auto Top-up Means” on the same page.

If you wish to cancel your bank account's direct debit authorisation permanently, please contact your bank directly.

Auto payments may fail for a number of reasons, including insufficient bank account / Designated Stored Value Account (DSVA) balance, expired or invalid credit cards, etc. After addressing the reason behind the payment failure (if applicable), you can retry auto payments by removing and adding / reactivating your credit card / bank transfer / DSVA, or by topping up your DSVA. If the setup is successful, the system will automatically settle the unpaid tolls in your account (except tolls with surcharges). If the problem persists after resetting / top-up of DSVA, please call the HKeToll customer service hotline at 3853 7333 or contact your bank.

Please be reminded to settle the unpaid tolls within 14 business days to avoid any surcharge. You can log in to HKeToll, select the unpaid tolls and settle them by the payment means provided in HKeToll.

Auto top-up may fail for a number of reasons, including insufficient bank account balance, expired or invalid credit cards, etc. After addressing the reason behind the payment failure (if applicable), you can retry auto top-up by removing and adding / reactivating your credit card / bank transfer. If the problem persists after resetting, please call the HKeToll customer service hotline at 3853 7333 or contact your bank. Please note that you can also perform one-time top-up of your DSVA using the payment means provided in HKeToll.

If there is a dispute to the surcharge, you should pay the tunnel toll and surcharge in accordance with the given period of time as specified in the surcharge notice and log your dispute in the form as enclosed in the surcharge notice, the tunnel toll service provider will follow up and investigate your case. Once your claim is proved substantiated, the tunnel toll service provider will arrange refund as soon as possible.