FAQ - HKeToll

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FAQ

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.

The addresses of Customer Service Centres are as follows:

Kowloon: Unit A, 22/F Tower A, Billion Centre, 1 Wang Kwong Road, Kowloon Bay, Kowloon
Hong Kong Island: Unit 1904, 19/F Chinachem Johnston Plaza, 178-186 Johnston Road, Wan Chai, Hong Kong
New Territories East: Unit D, 27/F, Tower 2, Kings Wing Plaza, 1 On Kwan Street, Shek Mun, Sha Tin, New Territories
New Territories West: Suite 903, The Magnet Place Tower 1, 77-81 Container Port Road, Kwai Chung, New Territories

The addresses of Service Outlets are as follows:

Kowloon: Shell Tong Mei Road (Petrol Station), 2 Mongkok Road, Mongkok, Kowloon
New Territories West: Shell Au Tau (Petrol Station), 2K Castle Peak Road, Au Tau, New Territories
New Territories East: Inside the convenience store, Shell Ma On Shan Petrol Station, 21 On Shan Lane, Ma On Shan, NT
Hong Kong Island: G/F, DCH Motor Service Building, 111 Lee Nam Road, Ap Lei Chau, Hong Kong (start service in end Jan)

Please ensure the data inputted matches with the latest E-contact Means (i.e. mobile phone number or email address) registered with the Transport Department.
If you are not sure about your E-contact Means registered with the Transport Department, you may use iAM Smartor Digital Certificate for change of E-contact Means through online services in GovHK website. The changes could normally be updated within one day.
You may also download the TD559 form from the Transport Department’s website and submit it through the channels specified in the form. However, the processing time might be much longer.
If you are certain that the data inputted matches with the E-contact Means registered with the Transport Department but the error message is still shown, please call our hotline 3853 7333.

If the intended recipient of the vehicle tag is not living in your premises or has moved out, please mark “no such person” on the envelope and drop it in any street posting boxes.

You can apply for a vehicle tag through our website or mobile applications. The Vehicle Tag will be sent to you by mail in 5 working days.
If you have already indicated to apply for a vehicle tag in the Transport Department’s licensing applications, including registration of vehicle, the applications would have been passed on to HKeToll for processing. Duplicated application is not required.
Please be informed that the first vehicle tag for every licensed vehicle is free of charge and the prescribed fee for the second or any subsequent “Vehicle Tag” would be HK$51. If your vehicle has already been issued a vehicle tag in the past and you wish to apply for another vehicle tag for the same vehicle, you can submit a tag application directly through HKeToll’s webpage or mobile app and complete the payment for the prescribed fee aforementioned.
If you have any enquiry about the application status of vehicle tag, please call our hotline 3853 7333.

After using the Government tolled tunnels where the HKeToll has been implemented, the registered vehicle owners, who have not yet signed up for an HKeToll account, should visit the "HKeToll" website or "HKeToll" mobile app by selecting "Pay Toll (without HKeToll Account)" for checking the outstanding toll balance of their respective vehicles that has been incurred at the time and completing the toll payment within 14 business days after passing through the Government tolled tunnels each time.

HKeToll has been implemented at all government tolled tunnels and Tsing Shan Control Area. All vehicles passing through the toll point are required by law to pay the toll fee for that journey. If a vehicle enters the tunnel area and needs to turn back, regardless of whether it was by mistake or for any reason, it will be charged for the round trip after making a U-turn using the tunnel.

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.

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.

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.

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.

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.

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. If the vehicle with Free Tunnel Ticket is involved in transactions of ownership transfer, de-registration or retention / assignment of vehicle registration mark, disabled driver needs to apply for Free Tunnel Ticket again for the new vehicle (even though the original registration mark is used), so that the HKeToll system can be updated and identify the new vehicle.

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.

We recommend motorists to sign up an HKeToll account to pay toll, manage the vehicle and check payment records with ease.

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.

After completing the vehicle registration or transfer of ownership at the Transport Department, regardless of whether the new car uses an old or new license plate number, the new vehicle owner needs to add again the vehicle to his/her HKeToll Account. If the vehicle has used the tunnel before the association of account, the vehicle owner needs to log in to "Pay Toll (without HKeToll Account)" to check and pay the outstanding amount of tunnel toll incurred before the association.

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.

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).

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.

The price of each Class Tag for motorcycle, private car, taxi, minibus and light goods vehicle is HK$100, which consists of HK38 prescribed fee for Class Tag and HK$62 stored value. For medium goods vehicle, heavy goods vehicle and single deck bus and double deck bus, the price of each Class Tag is HK$200, which consists of HK38 prescribed fee and HK$162 stored value. As printed on the package of Class Tag, the prescribed fee of HK$38 is not refundable. When the Class Tags are no longer used, motorists are required to present the Class Tag Account Cards at any HKeToll Customer Service Centres for application for the refund of the remaining stored value in the Class Tag.

In order to ensure the Class Tags to function properly, we had carried out testing before the Class Tags are packed and sold to members of the public. The performance of a Class Tag would be affected by a number of external factors, for example, whether the Class Tag is affixed properly to the inside surface of the front windscreen properly in accordance with the installation guide, and whether the removal or repositioning of the Class Tag has damaged the contact surface for antenna, leading it to become malfunction and unreadable. In view of the above situations, there is no exchange of Class Tags the motorists have purchased. Despite the fact that the HK$38 prescribed fee is not refundable, a holder of a Class Tag can apply for a refund of the remaining stored value in the Class Tag by presenting the Class Tag Account Card at any HKeToll Customer Service Centres.

Your vehicle may use the Government tolled tunnels where HKeToll has been implemented before you set up an HKeToll account, add the vehicle to the account and set up auto payment. For the tunnel toll incurred before you sign up for an HKeToll account, it will not automatically migrate to your HKeToll account. Therefore, you need to use the method to check outstanding amount of tunnel toll and pay the tunnel toll in arrears as those who has not yet signed up for an account. For enquiries, please contact the customer service hotline at 3853 7333.

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.

The registered vehicle owner, who has entered the toll area of the Government tunnels without paying the toll after the implementation of HKeToll, has to pay the toll within 14 business days after passing the toll area. If the toll is not paid within the 14 business days, the registered vehicle owner is liable to pay an initial surcharge of $175 in addition to the unpaid toll.
If the registered vehicle owner fails to pay the unpaid toll and the initial surcharge within the time specified in the surcharge notice, he or she is required to pay a further surcharge of the amount $350.

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.

Starting from July 22, 2024, the HKeToll system will consolidate all tolls payable on the same day for HKeToll users using a credit card auto-payment: Settlement of all toll payments will be streamlined from once per transaction to once per day, in which the total fee will be collected from the relevant user in one go on the following day.

The daily consolidated payment arrangement can reduce the number of payment transactions. Users can continue to check their detailed records of using government-tolled tunnels on the HKeToll website or mobile application if necessary.

Under the daily consolidated payment arrangement, the relevant users will receive a notification on the HKeToll mobile application stating that the toll transaction is being processed after using government-tolled tunnels each time. The system will then send a notification on the following day to confirm whether the total fee has been paid successfully.

No preparation is needed. The system will automatically implement the daily consolidated payment arrangement for users using a credit card auto-payment.

Yes. Although the system will default to the consolidated payment mode for users using a credit card auto-payment, users can log onto their HKeToll account and choose to maintain the original individual settlement method. Click here for steps on how to edit auto-payment set up.

The existing individual settlement arrangement for users who currently use bank transfers and designated stored value accounts for auto-payments will remain unchanged.

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.

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.

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.

HKeToll will collect and integrate the data of each vehicle passing through the “toll point”, including the time when the vehicle passes the “toll point”, through the detection equipment currently installed at the “toll point”, so as to charge each vehicle with its corresponding tunnel tolls.

Details of the time-varying tolls are available on the Transport Department's dedicated webpage.

Each “Toll point” is equipped with LiDARs, which is used for detecting the time when a vehicle passes the “toll point”. In addition, the times on the HKeToll on-site equipment and back-end systems are synchronized with the Hong Kong Observatory’s server to ensure the accuracy and consistency of the times among the whole system.

Details of the time-varying tolls are available on the Transport Department's dedicated webpage.

For the government tunnels with HKeToll implemented, “toll points” are installed for each tunnel bound and appropriate traffic signs are erected near the “toll points”. Upon implementation of the Time-varying Tolls at the three Road Harbour Crossings (“RHC”), a Toll Information Display newly installed at/near the existing toll points of HKeToll at the three RHCs will provide the real-time toll information and indicate the approximate locations of the toll points to the motorists.

Details of the time-varying tolls are available on the Transport Department's dedicated webpage.

Two sets of detection equipment are installed for each tunnel bound. They are positioned at different locations along the traffic lanes. When one set of the detection equipment is under maintenance or when there are roadworks nearby, the other set of the detection equipment will take over to ensure the continuous vehicle detection for toll collection. HKeToll will charge each vehicle its corresponding tunnel tolls based on the detection equipment in operation at the time the vehicle passes through.

Details of the time-varying tolls are available on the Transport Department's dedicated webpage.

Before making a trip, motorists can obtain the real-time and forecasted toll information via the HKeMobility mobile application and website. During their journeys, motorists can learn the toll information from the “Toll Information Displays” which are installed at/near the toll points at the tunnels implemented with the Time-varying Toll. After passing through the tunnels, motorists may check the actual toll to be paid/ paid on the HKeToll mobile app or website.

Details of the time-varying tolls are available on the Transport Department's dedicated webpage.

The HKeToll has participated in the SMS Sender Registration Scheme under the Office of the Communications Authority to help the public verify SMS messages issued by the HKeToll. Starting from 12 noon on 28 October 2024, the HKeToll will use “#HKeToll” for issuing messages to local subscribers of mobile services who are HKeToll users, ceasing the use of the sender ID without prefix “#” at the same time.

The HKeToll will not send SMS messages or emails to vehicle owners with hyperlinks which direct them to the websites to carry out transactions. If a vehicle owner wishes to pay an outstanding toll online, they must log in to the HKeToll website (hketoll.gov.hk) or mobile app.

Members of the public should stay alert when receiving unidentified messages and should not visit suspicious websites or disclose any personal information to avoid being directed to fraudulent websites to carry out transactions. For enquiries about the HKeToll, please call 3853 7333.

If you have signed up for a HKeToll account, you can change the SMS message language preference on the HKeToll website or mobile app by following the steps below:

Step 1: Log in to your HKeToll account and click the “Settings” icon in the upper right corner of the main menu.
Step 2: Click on the “Notification Settings”
Step 3: Select your preferred language in the “Notification Language” section.

If you are Registered Vehicle Owner and have not yet signed up for a HKeToll account, you can change your SMS message language preference by submitting an “Online Enquiry” form, calling our hotline at 3853 7333, or visiting one of our Customer Service Centres or Service Outlets to complete the necessary procedures.