1. Existing Customers
1.1 How do I replenish my Autotoll account if my autopay arrangement has not yet taken effect?
1.2 When should I top up my Autotoll account? Do I need to top up the account when the balance is "0"? 
1.3 Is there any extra charge for top up of my Autotoll account?
1.4 How do I install the Autotoll tag in my car?
1.5 Can one Autotoll tag be used on multi-vehicles?
1.6 Can I pass through the Autotoll lane when my Autotoll account balance is less than one third of the "Prepaid Toll" amount? 
1.7

What does it mean if the traffic light signal is red in colour when I am passing through the Autotoll lane? And what should I do next? 
1.8 What does it mean if there is an amber light beside the green light when I am passing through the Autotoll Lane ?
1.9 What does it mean if the traffic light signal is red with red $ when I am passing through the Autotoll lane? And what should I do next? 
1.10 Why doesn't Autotoll fix a date of autopay or inform me before autopay of the "Prepaid Amount" ? 
1.11 Why is HK$250 deducted from my Autotoll account after my tag is suspended? 
1.12 Why does it take 6-8 weeks to process the refund after I close my Autotll account?
1.13

How do I apply for an additional tag in my Autotoll account?
1.14 What should I do if I have changed my car? Can I just affix the Autotoll tag to my new car? 
1.15 Can I affix my private-car Autotoll tag to my light goods vehicle? 
1.16 How do I report loss of my Autotoll tag? 
1.17 How do I change my autopay account number? 

2. New Customers
2.1 How do I apply for Autotoll service?
2.2 Can I apply for Autotoll service if I am not the vehicle owner or the vehicle belongs to my company or vice versa? 
2.3 How can I collect my Autotoll tag? 
2.4 Which tollways in Hong Kong can I use "Autotoll"?
2.5 How much do I have to pay when I apply for Autotoll service?
2.6 What is the "Prepaid Amount" and how much is it? 
2.7 What is the administration fee for? 
2.8 Can I use other payment methods instead of autopay to top up my Autotoll account? 
2.9

How do I use PPS to top up my Autotoll account? 
2.10 How long does it take to establish the autopay arrangement?
2.11 How do I top up my Autotoll account if my autopay arrangement has not yet taken effect?
2.12 When should I top up my Autotoll account? 
2.13 Is there any extra charge for top up my Autotoll account? 
2.14 How do I install the Autotoll tag in my car?
2.15 Can one Autotoll tag be used on multi-vehicles? 
2.16

How much is the monthly statement? 
2.17 Can I pass through the Autotoll lane when my Autotoll account balance is less than one third of the "Prepaid Amount" ? 
2.18 What does it mean if there is an amber light beside the green light when I am passing through the Autotoll Lane ?
2.19

What does it mean if the traffic light signal is red in colour when I am passing through the Autotoll lane? And what should I do next?
2.20 What does it mean if the traffic light signal is red with red $ when I am passing through the Autotoll lane? And what should I do next? 
2.21 Why doesn't Autotoll fix a date of autopay or inform me before deducting the "Prepaid Amount" by autopay? 

   1. Existing Customers
1.1 How do I replenish my Autotoll account if my autopay arrangement has not yet taken effect?

If your autopay arrangement has not yet been established, you may top up your Autotoll account by the following methods:

  • Payment by Phone Service (PPS) (Merchant Code: 9198)
  • Pay by cash at Circle K Convenience Stores / VanGO Convenience Stores / CRVanguard Superstores / CRVanguard Shops
  • Bank Bill Payment Service (BBP) through the websites of banks
  • Pay cash / cheque in person at our Autotoll Customer Service Centres, designated Wilson Parking affiliate outlets
  • Mail cheque to our office

For details, please refer to Payment Methods for Autotoll Account Top-up.
1.2 When should I top up my Autotoll account? Do I need to top up the account when the balance is "0"? 
You have to top up your Autotoll account when the balance reaches a level less than one-third of the "Prepaid Amount" amount. Autopay will be activated when the balance of your Autotoll account has reached the following low balance level. Please keep sufficient money in your bank account for autopay. If you choose PPS / cash / cheque as subsequent payment methods, please top up your Autotoll account once its balance falls below the following low balance level. Please see the following table:

Vehicle Type

Vehicle Type

Basic Service

Caltex Service Included

Each Prepaid Amount Low Balance / Autopay Activation Level Each Prepaid Amount Low Balance / Autopay Activation Level
Private Car / Taxi HK$500 HK$166 HK$1,500 HK$500
Private or Public Light Bus / Light Goods Vehicle / Single-decked Bus HK$1,000 HK$333 HK$2,000 HK$666
Double-decked Bus (2 axles / 3 axles) HK$1,200 HK$400 HK$2,200 HK$733
Medium Goods Vehicle (2 axles / 3 axles) HK$1,400 HK$466 HK$2,400 HK$800
Heavy Goods Vehicle / Container Vehicle (5 axles / 6 axles) HK$3,000 HK$1,000 HK$4,000 HK$1,333
1.3 Is there any extra charge for top up of my Autotoll account?
No extra charge is needed to top up your Autotoll account.
1.4 How do I install the Autotoll tag in my car?
Two kinds of installation instructions for various vehicle types. For details please refer to the Tag Mounting Method>. If you have further questions, please contact our Customer Service Representatives at 2627 8888 (Business Hours: 8:45am-5:30pm on Monday to Friday; 8:45am-12:30pm on Saturday).
1.5 Can one Autotoll tag be used on multi-vehicles?
Sorry, an Autotoll tag can only be used on one registered vehicle. To enable toll road operators and Autotoll to follow up problematic tolls, each Autotoll tag can only be used on the vehicle you registered with us.
1.6 Can I pass through the Autotoll lane when my Autotoll account balance is less than one third of the "Prepaid Toll" amount? 
Yes, you can still use the Autotoll lane and the traffic light signal is green with amber $, but you must top up your Autotoll account as soon as possible.
1.7

What does it mean if the traffic light signal is red in colour when I am passing through the Autotoll lane? And what should I do next? 
Under the following circumstances, the red light by the Autotoll lane will be illuminated and a photo of your vehicle will be taken for the tunnel or Autotoll's follow up. Please contact our Customer Services Representative at 2627 8888 as soon as possible. :
  • Your account balance has become negative and the account has been suspended. A suspended tag can no longer be used in Autotoll lanes at toll roads. Please top up your account immediately and contact our Customer Service Hotline at 2627 8888 for reopening of your account. You may also contact the tunnel concerned to settle the outstanding toll of the trip.
  • The lane equipment may be unable to detect your Autotoll tag when : the vehicle is speeding, tail-gating, the tag is mounted improperly, RF shielding metallic windscreen is installed, the tag is under external interference, or the built-in battery is used up.
1.8 What does it mean if there is an amber light beside the green light when I am passing through the Autotoll Lane ?
It represents that the balance of your Autotoll account is less than one third of the “Prepaid Amount”. Please top up your account as soon as possible.
1.9 What does it mean if the traffic light signal is red with red $ when I am passing through the Autotoll lane? And what should I do next? 
It represents your Autotoll account balance is negative and your tag is invalid at the moment. You must stop using Autotoll lane and should contact our Customer Services Representative at 2627 8888 as soon as possible.
1.10 Why doesn't Autotoll fix a date of autopay or inform me before autopay of the "Prepaid Amount" ? 
Autotoll is done on the day that the Autotoll account balance has fallen below 1/3 of the prepaid toll amount. Autopay therefore cannot be fixed on a specific date in a month as the autopay day varies with your toll consumption. To avoid inconvenience caused by insufficient balance in your Autotoll account, please keep sufficient funds in your autopay bank account. In addition to checking your account balance through this website or our Customer Service Hotline, subscription of our SMS top up alert service will also be useful to you. Please call us at 2627 8888 for details.
1.11 Why is HK$250 deducted from my Autotoll account after my tag is suspended? 
This "HK$250" is the cost of the Autotoll tag. The amount will be credited back to your Autotoll account after your tag has been revalidated.
1.12 Why does it take 6-8 weeks to process the refund after I close my Autotll account?
It is because time is required for account reconciliation with the tollroad operators before the account balance can be refunded by cheque.
1.13

How do I apply for an additional tag in my Autotoll account?
You can apply online or submit the documents to us in person to one of our Customer Services Centres or by mail to 7/F, Telecom Tower Wharf T&T Square, 123 Hoi Bun Road,
Kwun Tong, Kowloon, Hong Kong.
  • a completed Application for Additional Autotoll Tag Form
  • a completed Direct Debit Authorisation (DDA) Form to increase the existing autopay limit
  • a copy of the Vehicle Registration Document
  • the sum of the "Prepaid Toll" and the tag deposit for the additional tag
  • an Authorisation Notice signed by the vehicle owner (if the applicant is not the vehicle owner)
1.14 What should I do if I have changed my car? Can I just affix the Autotoll tag to my new car? 
Sorry, you cannot just affix the tag to your new car. You can update online or submit a completed form of Changing Account Particulars with a copy of your new Vehicle Registration Document by fax (2764 4338) or by mail. Account particulars will be updated within 3 working days, please visit our website for the updated information before usage. If you are not the vehicle owner, please also submit the Authorization Notice signed by the vehicle owner.
1.15 Can I affix my private-car Autotoll tag to my light goods vehicle? 
Sorry, you cannot. It is because certain tollroads charge different toll fares for different types of vehicles. Once an Autotoll tag is assigned as a certain vehicle type, the tag can only be affixed to that type of vehicle and it cannot be changed thereafter (e.g. Autotoll tag of private-car can only be affixed to a private car). Please inform us to issue another tag for your light goods vehicle.
1.16 How do I report loss of my Autotoll tag? 
You may report a lost tag via Customer Service Hotline 2627 8888 and submit to us by fax (2764 4338) a completed “Notice of Loss of Autotoll Tag” together with the police report. If you want to report your lost tag after office hours, simply select "Report for lost tag" function in our automatic telephone system. Please input your account number, Hong Kong Identity card no./ Business Registration number and the last 6 digits of your tag no. Our Customer Services Representative will get back to you on the next working day.
1.17 How do I change my autopay account number? 
You are required to fill in a Direct Debit Authorization (DDA) Form and submit the original form to us. Since the bank accepts the original form only, please post the form to us instead of sending it by fax. In general, the bank takes around 4-6 weeks to process new autopay arrangement. Our Accounts Department will notify you in writing after your autopay arrangement takes effect. If you have canceled the old autopay account while waiting for the new account to be effective, you may top up your Autotoll account by PPS, cash or cheque temporarily.

   2. New Customers
2.1 How do I apply for Autotoll service?
1) By mail or in person You should complete and return the application form together with the following documents:
  • A copy of Hong Kong Vehicle Registration Document(s) for each vehicle
  • A copy of Business Registration Document for corporate application
  • The completed Direct Debit Authorization (DDA) form (if you choose autopay to top up your Autotoll account)
  • Cash or Cheque-applicable to those who choose cash or cheque to settle first payment of Prepaid Toll
  • Then, submit the above-mentioned documents to any of our 2 Customer Services Centres, designated Wilson Parking Affiliate Outlets in person or by mail to 7/F, Telecom Tower, Wharf T&T Square, 123 Hoi Bun Road, Kwun Tong, Kowloon, Hong Kong.
2) On-line application
  • Fill in and submit the online application form in this website
  • Pay the initial payment by credit card online
  • Print the on-line application receipt and fax it to us together with the copy of Vehicle Registration Document to us at 2764 4338.

3) Quick application at sales outlets of fuel stations
You can purchase the Autotoll Tag at the designated sales outlets of the following fuel stations and activate the tag by calling us at 2627 8888 or visit this website. You do not need to fill in any application form.
Sales Outlets:
Esso
Esso Feoso
PetroChina
Caltex

2.2 Can I apply for Autotoll service if I am not the vehicle owner or the vehicle belongs to my company or vice versa? 

Yes, you can apply for Autotoll service if the vehicle owner has signed an Authorization Notice.
2.3 How can I collect my Autotoll tag? 
You may collect the tag from any of our 2 Customer Service Centres. Or alternatively, you may request us to post the tag to your correspondence address by registered mail (HK$20 will be deducted from your Autotoll account as postage).
2.4 Which tollways in Hong Kong can I use "Autotoll"?
You can use your Autotoll tag at all 12 tollways throughout Hong Kong.
2.5 How much do I have to pay when I apply for Autotoll service?
You are required to settle the first payment of "Prepaid Toll" (Please also see Q6 about "Prepaid Toll" amount). The "Prepaid Toll" is to be collected on behalf of all tollways. An administration fee of HK$35 will be charged monthly per tag and a deposit of HK$150 will be deducted for each tag from your Initial Payment of Prepaid Toll. This HK$150 is refundable after you have returned the Autotoll tag to us.
2.6 What is the "Prepaid Amount" and how much is it? 
The "Prepaid Amount" is to be collected on behalf of all tollways. Its amount depends on the vehicle types. Please see the following table:

Vehicle Type

Basic Service

Caltex Service Included

Each Prepaid  Amount Each Prepaid  Amount
Private Car / Taxi HK$500 HK$1,500
Private or Public Light Bus / Light Goods Vehicle / Single-decked Bus HK$1,000 HK$2,000
Double-decked Bus (2 axles / 3 axles) HK$1,200 HK$2,200
Medium Goods Vehicle (2 axles / 3 axles) HK$1,400 HK$2,400
Heavy Goods Vehicle / Container Vehicle (5 axles / 6 axles) HK$3,000 HK$4,000
2.7 What is the administration fee for? 
Autotoll Limited is an Electronic Toll Collection service provider independant from the tollway operators. The "Prepaid Toll" is collected on behalf of all tollway operators and Autotoll does not have any sharing from it. The administration fee is the main source of income for Autotoll to provide the whole range of services to our customers.
2.8 Can I use other payment methods instead of autopay to top up my Autotoll account? 

Besides autopay through bank account, you may top up your Autotoll account by the following methods:

  • Apply Autotoll Credit Card 
  • Payment by Phone Service (PPS) (Merchant Code: 9198)
  • Pay by cash at Circle K Convenience Stores / VanGO Convenience Stores / CRVanguard Superstores / CRVanguard Shops
  • Bank Bill Payment Service (BBP) through the websites of banks
  • Pay cash / cheque in person at our Autotoll Customer Service Centres, designated Wilson Parking affiliate outlets
  • Mail cheque to our office

For details, please refer to Payment Methods for Autotoll Account Top-up.
2.9

How do I use PPS to top up my Autotoll account? 
a) Bring along your ATM card to open a PPS account at a registration terminal;

b) Call 18011 (English) / 18013 (Chinese) with a tone phone for bill registration (our merchant code is 9198);

c) For bill payment, call 18031 (English) / 18033 (Chinese)

You can also register and pay the bill through Internet at http://www.ppshk.com. For service enquires, please call 900 00 222 329 (English) or 900 00 222 328 (Chinese).
2.10 How long does it take to establish the autopay arrangement?
The bank takes around 4 to 6 weeks to process autopay arrangement in general. Autotoll will notify you in writing after your autopay arrangement has been confirmed by the bank.
2.11 How do I top up my Autotoll account if my autopay arrangement has not yet taken effect?

If your autopay arrangement has not yet been established, you may top up your Autotoll account by the following methods:

  • Payment by Phone Service (PPS) (Merchant Code: 9198)
  • Pay by cash at Circle K Convenience Stores / VanGO Convenience Stores / CRVanguard Superstores / CRVanguard Shops
  • Bank Bill Payment Service (BBP) through the websites of banks
  • Pay cash / cheque in person at our Autotoll Customer Service Centres, designated Wilson Parking affiliate outlets
  • Mail cheque to our office

For details, please refer to Payment Methods for Autotoll Account Top-up.
2.12 When should I top up my Autotoll account? 
You have to top up your Autotoll account when the balance reaches a level less than one-third of the "Prepaid Amount" amount. Autopay will be activated when the balance of your Autotoll account has reached the following low balance level. Please keep sufficient money in your bank account for autopay. If you choose PPS / cash / cheque as subsequent payment methods, please top up your Autotoll account once its balance falls below the following low balance level. Please see the following table:

Vehicle Type

Basic Service

Caltex Service Included

Each Prepaid  Amount Low Balance / Autopay Activation Level Each Prepaid  Amount Low Balance / Autopay Activation Level
Private Car / Taxi HK$500 HK$166 HK$1,500 HK$500
Private or Public Light Bus / Light Goods Vehicle / Single-decked Bus HK$1,000 HK$333 HK$2,000 HK$666
Double-decked Bus (2 axles / 3 axles) HK$1,200 HK$400 HK$2,200 HK$733
Medium Goods Vehicle (2 axles / 3 axles) HK$1,400 HK$466 HK$2,400 HK$800
Heavy Goods Vehicle / Container Vehicle (5 axles / 6 axles) HK$3,000 HK$1,000 HK$4,000 HK$1,333
2.13 Is there any extra charge for top up my Autotoll account? 
No extra charge is needed to top up your Autotoll account.
2.14 How do I install the Autotoll tag in my car?
Two kinds of installation instructions for various vehicle types. For details, please refer to the Tag Mounting Method. If you have further questions, please contact our Customer Services Representatives at 2627 8888 (Business Hours: 8:45am-5:30pm on Monday to Friday; 8:45am-12:30pm on Saturday).
2.15 Can one Autotoll tag be used on multi-vehicles? 
Sorry, an Autotoll tag can only be used on one registered vehicle. To enable toll road operators and Autotoll to follow up problematic tolls, each Autotoll tag can only be used on the vehicle you registered with us.
2.16

How much is the monthly statement? 
There are two types of monthly statement:

1) Printed Statement by Mail which costs HK$5 per month per account and

2) e-statement for the latest 3 months which can be obtained from this website for free. (If you want to get the printed statements for the previous months, the fees are: HK$10 per page for monthly records within 1 year; and HK$30 per page for monthly records earlier than 1 year.)

2.17 Can I pass through the Autotoll lane when my Autotoll account balance is less than one third of the "Prepaid Amount" ? 
Yes, you can still use the Autotoll lane and the traffic light signal is green with amber $, but you must top up your Autotoll account as soon as possible.
2.18 What does it mean if there is an amber light beside the green light when I am passing through the Autotoll Lane ?
It represents that the balance of your Autotoll account is less than one third of the “Prepaid Toll” amount. Please top up your account as soon as possible.
2.19

What does it mean if the traffic light signal is red in colour when I am passing through the Autotoll lane? And what should I do next?
Under the following circumstances, the red light by the Autotoll lane will be illuminated and a photo of your vehicle will be taken for the tunnel or Autotoll's follow up. Please contact our Customer Services Representative at 2627 8888 as soon as possible. :
  • Your account balance has become negative and the account has been suspended. A suspended tag can no longer be used in Autotoll lanes at toll roads. Please top up your account immediately and contact our Customer Service Hotline at 2627 8888 for reopening of your account. You may also contact the tunnel concerned to settle the outstanding toll of the trip.
  • The lane equipment may be unable to detect your Autotoll tag when : the vehicle is speeding, tail-gating, the tag is mounted improperly, RF shielding metallic windscreen is installed, the tag is under external interference, or the built-in battery is used up.
2.20 What does it mean if the traffic light signal is red with red $ when I am passing through the Autotoll lane? And what should I do next? 
It represents your Autotoll account balance is negative and your tag is invalid at the moment. You must stop using Autotoll lane and should contact our Customer Services Representative at
2627 8888 as soon as possible.
2.21 Why doesn't Autotoll fix a date of autopay or inform me before deducting the "Prepaid Amount" by autopay? 
Autopay is done on the day that the Autotoll account balance has fallen below 1/3 of the prepaid amount. Autopay therefore cannot be fixed on a specific date in a month as the autopay day varies with your toll consumption. To avoid inconvenience caused by insufficient balance in your Autotoll account, please keep sufficient funds in your autopay bank account. In addition to checking your account balance through this website or our Customer Service Hotline, subscription of our SMS top up alert service will also be useful to you. Please call us at 2627 8888 for details.