Frequently Asked Questions

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.

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.

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.

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.

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.

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.

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.

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.

Shell Recharge is still focusing on the network development for the time being, there are no available offers related to Shell Bonus Card yet.

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.

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.

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.

You can leave a message apply via “Need Help” for the E-Invoice with last 3 month’s transaction record.

If you want to know more about Shell Recharge service and offer, please visit:

https://www.shell.com.hk/en_hk/shell-recharge.html

No.

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.

The electricity comes from two electricity generation companies in Hong Kong: CLP Power and HK Electric.

Yes. You can check past payment record, you can click the ‘time’ icon on the top right corner of the main page after login.

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

One user account can only charge one electric vehicle.

User can add more than one EV in the same account

If there is any issue, please contact the customer service hotline at +852 5506-2265 for technical support

If there is any issue, please contact the customer service hotline at +852 5506-2265 for technical support

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

Yes

No

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

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