FAQ
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FAQ
 
Q1: 
What is the Customer Service Hotline? What are the operating hours?
The Customer Service Hotline is (852) 3853 7333 operating from Monday to Sunday, 9:00 am - 9:00 pm. After the implementation of HKeToll, 24-hour hotline service will be provided.
Q2: 
Where are the Customer Service Centres? What are the operating hours?
The addresses of Customer Service Centres are as follows:
1) Kowloon: Unit A, 22/F Tower A, Billion Centre, 1 Wang Kwong Road, Kowloon Bay, Kowloon
2) Hong Kong Island: Unit 1904, 19/F Chinachem Johnston Plaza, 178-186 Johnston Road, Wan Chai, Hong Kong
3) New Territories East: Unit D, 27/F, Tower 2, Kings Wing Plaza, 1 On Kwan Street, Shek Mun, Sha Tin, New Territories
4) New Territories West: Suite 903, The Magnet Place Tower 1, 77-81 Container Port Road, Kwai Chung, New Territories

The Customer Service Centres are operating from Monday to Sunday, 10:00 am - 9:00 pm.
Q3: 
Where are the Service Outlets? What are the operating hours?
The addresses of Service Outlets are as follows:
1) Kowloon: Shell Boundary Street (Petrol Station), 126-128 Boundary Street, Prince Edward, Kowloon
2) New Territories West: Shell Au Tau (Petrol Station), 2K Castle Peak Road, Au Tau, New Territories
3) New Territories East: Shell Tseung Kwan O (Petrol Station), 100 Po Hong Road, Tseung Kwan O, New Territories
4) Hong Kong Island: G/F, DCH Motor Service Building, 111 Lee Nam Road, Ap Lei Chau, Hong Kong (start service in end Jan)

The Service Outlets are operating from Monday to Sunday, 10:00 am - 9:00 pm. Please make reservation in advance through this website or mobile app to avoid long queueing time.
Q4: 
Can the vehicle tag be used again after removing it from the vehicle?
No. Once the Vehicle Tag is removed from the vehicle, the antenna will be broken and the Vehicle Tag cannot be used again. Please follow the instructions of the installation guide which can be found inside the package of the Vehicle Tag. Installation guide videos are also available in this website to illustrate how to install the Vehicle Tag.
Q5: 
Does the motorist need to inform Toll Service Provider if his/her Vehicle Tag or Class Tag is lost or stolen?
If the Vehicle Tag or Class Tag is lost or stolen, the motorist will need to report the lost tag to Toll Service Provider and purchase a new tag. Upon the report lost of Class Tag, the motorist will be required to present the Account card to redeem any remaining balance. Please note that once the Vehicle Tag or Class Tag is removed from the vehicle, the tag will be damaged and cannot be used again.
Q6: 
What can the motorist do if the Vehicle Tag is not functioning?
The performance of the Vehicle Tag will be affected by various external factors (e.g. touching/ cleaning/scratching/tearing off the Vehicle Tag; whether followed instructions to install the Vehicle Tag; the distance between the Vehicle Tag and other tags, etc) and temperature (e.g. exposed to the sun for a long time). If the Vehicle Tag is not functioning, the motorist can call the Customer Service Hotline for enquiry; and make an appointment to check the tag at the Service Outlets if needed. Motorist can purchase a new vehicle tag for replacement if required.
Q7: 
Will the Vehicle Owner have to pay the toll, if the vehicle passes through a tunnel without a Vehicle Tag or if the Radio Frequency Identification (RFID) equipment fails to detect the Vehicle Tag?
The Vehicle Owner needs to pay the toll. If a vehicle does not have a Vehicle Tag or the Vehicle Tag cannot be detected, the Automatic Number Plate Recognition (ANPR) technology of HKeToll system could detect the vehicle. The Toll Service Provider will issue a notification for payment to the Vehicle Owner via the e-contact means. The Vehicle Owner is required to settle the outstanding tunnel toll within a grace period of 14 working days in order to avoid any surcharge.
Q8: 
Will the Vehicle Tag of motorcycle be prone to wear and tear by sunlight or weather?
No. The Vehicle Tag of motorcycle is suitable for exterior condition which the impact of the weather conditions to it shall be minimal. Please follow the instructions of the installation guide to install the Vehicle Tag as recommended.

If the Vehicle Tag is not functioning, the motorist can make an appointment via this website or mobile app to check the tag at the Service Outlets free-of-charge.
Q9: 
Does a disabled person need to apply for a Vehicle Tag?
Yes. The disabled person can apply for a Vehicle Tag when submitting his/her vehicle license related application to the Transport Department; or apply for a Vehicle Tag through the HKeToll website or mobile app. Upon the completion of the application, Toll Service Provider will issue the Vehicle Tag to the Vehicle Owner by post in 5 working days. Information of the disabled person’s licensed vehicle will be transmitted to the HKeToll system, therefore the corresponding vehicle will be exempted from the toll automatically.
Q10: 
Is it compulsory to use vehicle tag?
HKeToll is a cornerstone for smart mobility initiative to bring motorists a smooth road driving experience. We recommend motorists to apply for Vehicle Tag to enjoy the HKeToll service with convenience.
Q11: 
Is it compulsory to sign up an HKeToll account?
We recommend motorists to sign up an HKeToll account to pay toll, manage the vehicle and check payment records with ease.
Q12: 
Does the Vehicle Owner need to apply for Vehicle Tag each at a time if he/she has more than one vehicle?
The Vehicle Owner will need to apply the vehicle tag in respect of each vehicle. The first issue of Vehicle Tag to a particular motor vehicle is free of charge.
Q13: 
Does the Vehicle Owner need to remove the vehicle tag if the vehicle is transferred to others? Can the new Vehicle Owner continue to use the Vehicle Tag that is already affixed on the vehicle?
There is no need to remove the Vehicle Tag from the vehicle even if the vehicle is sold or transferred to others, or the vehicle registration mark is changed. The new vehicle owner could continue to use the same Vehicle Tag. After updating the vehicle registration information at the Licensing Office of Transport Department, the new Vehicle Owner can associate the Vehicle Tag to his/her HKeToll account through HKeToll website and mobile app. The tolls will be deducted from his/her HKeToll account.
If there is no Vehicle Tag on your brand-new vehicle, please apply for a Vehicle Tag accordingly.
Q14: 
Where can the motorist purchase a Class Tag?
The Class Tag can be purchased at Customer Service Centres, Service Outlets and vending machines (which are located at Wong Tai Sin Sheung Fung Street Car Park, Shau Kei Wan Car Park, Tsuen Wan Car Park and Tai Po Mega Mall).
Q15: 
Why the Government provides Class Tag as another option? Why there are 9 types of Class Tag?
To meet the needs of individual motorists, Vehicle Owners can choose to use Class Tag (e.g. not able to get a new Vehicle Tag to replace the damaged one in time while have to use tolled tunnel). In order to detect and match the vehicle classes of the vehicles passing through the tunnel and charge the toll appropriately by HKeToll system, the Class Tags are classified by 9 vehicle types. The motorist must purchase the Class Tag that matches the vehicle class of his/her vehicle.
Q16: 
Will the HKeToll system and Autotoll system charge the tolls in duplication?
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.
Q17: 
What are the differences between vehicle tag and class tag in terms of payment method?
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.
Q18: 
How do the Commercial Vehicle Company and Commercial Vehicle driver split toll payment?
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.
Q19: 
How can the permit holders of vehicles and classic car with movement permits pay the toll?
Since vehicles running on road with “Movement Permit for a Vehicle/ Movement Permit for a Classic Car” are not licensed, the vehicles have to display the plates in the designated manner after the implementation of HKeToll. HKeToll system will detect the vehicle by the Automatic Number Plate Recognition (ANPR) technology and recognize the permit number on the plate. The Toll Service Provider will issue a notification for payment to the permit holder via the e-contact means. The permit holder is required to settle the outstanding tunnel toll within a grace period of 14 working days.
Q20: 
How can holder of the trade licenses pay the toll?
Since one trade licence can be used on any motor vehicles that are in the holder’s possession in the course of business, HKeToll system will detect the vehicle by Automatic Number Plate Recognition (ANPR) technology when passing through the toll tunnel. The Toll Service Provider will calculate the appropriate toll in respect of the vehicle class of the particular vehicle, then will issue a notification for payment to the trade licence holder via the e-contact means. The trade licence holder is required to settle the outstanding tunnel toll within a grace period of 14 working days.
Q21: 
How to ensure the personal data privacy?
Vehicle Tag only stores two digital information, namely “Toll Tag Identification Number” and processed “Vehicle Identification Number”. Those two numbers are serial numbers which are used to identify the vehicle but not the vehicle registration mark. Vehicle Tag does not store any information of the Vehicle Owner, such as name or the address of the Vehicle Owners. In addition, “Class Tag” stores the information of vehicle class apart from the “Toll Tag Identification Number” and processed “Vehicle Identification Number”, which also does not contain any information of vehicle owner.

All personal data collected shall only be used for collecting or recovering toll fees. The Toll Service Provider shall duly comply with The Personal Data (Privacy) Ordinance (Chapter 486), to handle the information that must be collected, held and used for the implementation of HKeToll. Only authorized Government personnel and Toll Service Provider personnel would be able to access the information for the purpose of official duties.