Frequently Asked Questions
About Shell Recharge
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When do Shell Recharge charging facilities open?
Shell Recharge facility provides 24-hour service.
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What is the charging scheme of Shell Recharge?
In general, Shell Recharge charging fee will be calculated by time. Facilities with different charging speeds will be provided with different charging scheme. More details on pricing
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What is the maximum amount of electricity the Shell Recharge charging scheme will provide?
Based on Shell Recharge at a 60kW charging speed, it will provide a maximum of 20kWh and 50kWh electricity for a 30-minute and 60-minute charging plan respectively.
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If the Shell Recharge service is suspended early, or the battery is 100% full, what will happen to the remaining electricity committed within the charging period?
In any case, if the electric vehicle fails to receive the maximum electricity provided during the charging period, the remaining amount of electricity will not be accumulated for next time use.
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How do customers pay for Shell Recharge?
Customers can scan the QR code near the Shell Recharge charging facilities to pay directly on the Shell Recharge website or via the downloaded Shell Recharge app. Both the website and the app offer multiple payment options including credit card, Apple Pay and Google Pay. Please note that you must use your phone's default browser to make payments.
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Is Shell Recharge compatible with all electric vehicles?
Shell Recharge's fast charger is designed to support CCS-Combo 2 EVs in the market, meaning it’s compatible with most EVs in the market.
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How long does it take to charge an electric vehicle?
Based on Shell Recharge with a charging speed of 60kW, Shell Recharge can charge most of the electric vehicles in Hong Kong from 10% to 80% within 40-55 minutes. The new electric vehicles which support higher speed charging can be charged from 10% to 80% in as fast as 25 minutes.
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Why one charging facility is designed to serve the design of two charging parking spaces?
The number of electric vehicles in Hong Kong has been rising and there has been a shortage of charging facilities. However, the power supply of each parking lot also faces a limit. Shell Recharge hopes to distribute the energy in the most efficient way, providing the fastest charging time and meeting the needs of every EV drivers.
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Will different EV models have different charging speed and time?
Yes. Shell Recharge supports most of the electric vehicles in the market, but different electric vehicles have different maximum charging speed limits. The maximum charging speed of the car models on the market ranges from 50KW to 250KW, so the charging speed and time of each car will vary according to the limit and condition of the car battery.
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Do I have to stay in the car or near the charging station during charging?
You can choose to stay in the car or near the Shell Recharge charging station while charging, and monitor the progress through the Shell Recharge website or app. We hope every customer be considerate of other drivers needs to recharge. We suggest customer to get prepared 10 minutes before the charging is completed to ensure every customer can enjoy Shell Recharge's charging service with ease.
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Do I have to be a member to enjoy the Shell Recharge service?
You have to sign up as a member to enjoy the charging service provided by Shell Recharge, no matter using the app or web page.
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Are there any exclusive offers for Shell Bonus Card existing customers?
Shell Recharge is still focusing on the network development for the time being, there are no available offers related to Shell Bonus Card yet.
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What can I do when the network connection in the car park is not good?
If the phone connectivity in charging station is poor, customers can connect to the free 30-minute WiFi service provided by Shell Recharge (Name of the WiFi: ShellRecharge_Guest) before using the charging service before activating the charging service through the Shell Recharge app or website. If you have other questions, you can also contact the customer service hotline at +852 5506-2265 for technical support.
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Is there any Overtime occupancy fee for Shell Recharge charging service?
Yes. If the customer does not unplug the charging cable and drive the electric vehicle away within the specified time, the system will record and charge HKD 5 per minute as the occupancy fee from the 5th minute after the timeout. We hope every customer be considerate of other drivers needs to recharge. We suggest customer to get prepared 10 minutes before the charging is completed to ensure every customer can enjoy Shell Recharge's charging service with ease. In addition, the staff of the property management office may have on-site intervention and coordination.
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What can I do if there is any issue during charging?
In response to the needs of customers, Shell and its professional partner Halo Energy team have provided a 7 x 24 customer service hotline for immediate follow-up. Please contact our customer service hotline +852 5506-2265 for support.
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How can I apply for an official transaction record?
You can leave a message apply via “Need Help” for the E-Invoice with last 3 month’s transaction record.
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Where can I find the nearest location of Shell Recharge?
If you want to know more about Shell Recharge service and offer, please visit:
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Can Shell Recharge support my plug-in hybrid car?
No.
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Why does the charging speed and time will vary along the charging session?
The EV charging speed and time will be influenced by numerous factors, for example the car manufacturer’s restriction on the transfer speed and the setting on the battery protection. Normally if EV is charging from very low battery level, the charging speed will be relatively slow. When the battery is around medium level, the charging speed will be faster. The charging speed will become slower again when the battery is nearly fully charged.
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Where does the electricity of Shell Recharge come from?
The electricity comes from two electricity generation companies in Hong Kong: CLP Power and HK Electric.
Electric vehicle charging guide for Shell Recharge facility
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How to start charging at Shell Recharge charging facilities?
Connect the Shell Recharge charger to your electric vehicle, and then scan the QR Code on the charger with your mobile phone. After logging in, select the electric vehicle model and the charging plan. After choosing the payment method and completing the transaction, the charging will start immediately.
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What should I to do after Shell Recharge charging session is completed?
First unlock the charging plug of the electric vehicle, unplug the socket of the electric vehicle end and put back the charging cable to the charger.
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Is charging at Shell Recharge safe even in extreme weather?
EV charging technology is mature and safe, as electricity only flows between the charger and the car once the cables are locked in place, which makes charging is safe even in raining conditions.
Shell Recharge website and app issues
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Where can I download the “Shell Recharge” app?
You can search “Shell Recharge” at App Store or Google Play to download.
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What can I do if I cannot scan the QR code of Shell Recharge?
Please fill in the PID which is shown directly under the QR code of Shell Recharge
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Can I start or stop Shell Recharge charging session via the app or website?
Yes.
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Can I check my payment record on Shell Recharge App?
Yes. You can check past payment record, you can click the ‘time’ icon on the top right corner of the main page after login.
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What can I do if I have issues during payment in Shell Recharge website or app service?
Our Shell Recharge service only accepts online payment. If there is any issue, please contact the customer service hotline at +852 5506-2265 for technical support
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Is it able to process more than one electric vehicle within the same account?
One user account can only charge one electric vehicle.
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Is it able to register more than one car within the same account?
User can add more than one EV in the same account
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If Shell Recharge facility is not providing the charging service after I complete the payment, what should I do?
If there is any issue, please contact the customer service hotline at +852 5506-2265 for technical support
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What can I do if the Shell Recharge website or app cannot recognize my coupon code?
If there is any issue, please contact the customer service hotline at +852 5506-2265 for technical support
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What can I do if I fail to login Shell Recharge website or app?
You can try to press “Forget Password” to get back the right password first. If you still cannot login, please contact the customer service hotline at +852 5506-2265 for technical support
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Will Shell Recharge website or app show real time charging status?
Yes
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Will the Shell Recharge website or app record my energy usage?
No
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Why I cannot charge for my electric vehicle even the payment is completed in the Shell Recharge website or app?
You can check if the charging cable is connected properly, then you can check if the charging is paused on Shell Recharge website or app. If the problem still exists, please contact the customer service hotline at +852 5506-2265 for technical support
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What can I do if Shell Recharge website or app shows no response?
You can try to restart the Shell Recharge website or app first. If the problem still exists, please contact the customer service hotline at +852 5506-2265 for technical support
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