Q1: How do I update my phone number, email, and other account info?
Simply log in your account, go to "Settings", then "My Profile", update your info then click "save". 

To update your phone number and email, please call 3563 7337 to contact our customer service centre. To change other account info, simply log in your account, go to Menu, then "My Profile", update your info and click "Save".
Q2: I would like to register more than one vehicle or Octopus card, do I need to create additional accounts?
Each account can register up to 3 car plate numbers and 3 Octopus Cards, you do not need to open an additional account. 
Q3: Can I open a joint account, or share an account with my vehicle sharer?
You cannot create joint accounts, but up to 3 Octopus Cards and  3 car plate numbers can be registered to each account. Already registered car plate numbers cannot be registered again. 
Q4: I changed my phone, how do I retrieve my old data?
Simply download the app on your new device and login again. 
Q5: Why am I getting a "Please enter a valid phone number" message?
Please check if the mobile number is correct. Only HK mobile phone numbers with 8 digits are allowed. 
Q6: Why am I getting a "Your number is already registered to another account" message?
Please check if the mobile number is correct or use another phone number to register. You may also call 3563 7337 to contact our customer service centre. 
Q7: Why am I not getting my OTP through SMS?
To keep your account safe, OTPs are valid for 60 seconds only. If the SMS is delayed or you’re late in responding, the OTP may have expired. If that happens, just request another OTP, and use it as soon as you receive it.
Q8: Why can't I register an account with my email?
Please check if your email address is correct, or register with another email address.
Q9: How can I reset my password if I forgot it?
You may hit the “Forget Password" button to reset your password from the Login page or "Settings", or call 3563 7337 to contact our customer service centre. 
Q10: How can I stop receiving WIL updates?
Please go to "Settings" in the main menu then select "Notifications", and choose the items you would like to stop subscribing under Subscription Channels.
Q11: How can I terminate my account or membership?
Please call 3563 7337 and contact our customer service centre if you want to terminate your account or membership.
Q1: How do I check what type of membership I have?
Click the "My Rewards" button on the home page. You will then see your membership category at the top right corner- "Classic" or "Prestige". 
Q2: Can I apply for family members that share my vehicle to be joint members?
Each vehicle can only be registered to one member at a given time. 
Q3: How do I know more about "Prestige" rewards after membership upgrade?
To know more about "Prestige" rewards, you can visit the "Points Balance" page and click the respective membership badges. 
Q4: If the mall has free parking, can my parking coupon still be used?
Parking coupons will only be used when selected and confirmed by members. Members can enjoy both the mall's free parking and WIL's parking coupon together. For example, if the member parked for 2 hours, he may use a WIL coupon to pay for one hour if the mall is offering one hour of free parking.
Q5: If I use membership discounts to refuel at the petrol station, would I not be able to claim their promotional gifts?
It is subject to the terms and conditions of the promotion campaign set by the fuel company and WIL. 
Q6: What are the scope and hours for member towing services and how do I access it?
WIL's towing service partner provides 24 hours service that covers most of Hong Kong. There will be extra charges for towing between 8pm to 7am. In general, Classic members can expect to pay around HK$650-1,400, while prestige members can enjoy free towing services at HK$600 value but will be required to pay any remaining difference if over HK$600.  

Please contact our towing partner if you need towing services. You will need to provide personal info including your WIL membership number, car brand and model, as well as your existing location and the destination of the tow. Any additional charges will be paid by the member.  

Please call 9697 9998
Mon-Sat 9:00am - 7:00pm

Please call 6446 5550
Mon-Sat 7:00pm - 9:00am and Sun All Day
Q7: What discounts do the WIL StarCard give?
WIL StarCard members can enjoy fuel at a discounted rate of $3.2 discount per Litre. Additionally, there will be a $0.7/L rebate ($70 fuel rebate in your StarCard account) upon every 100L consumption per month.

To enjoy the benefits, members must first apply for a WIL StarCard.
Application flow as below:
1. Members can redeem the "StarCard application form" coupon in-app with 2,500 WIL Points
2. Visit any Caltex stations to get the application form by presenting the coupon QR code
3. Members can submit the filled application form to Caltex by mail
4. Once approved by Caltex, Caltex will send out the WIL StarCard to members by mail
Q8: What is covered under Zurich's free Motor Vehicle Personal Property Protection?
Those who successfully register as a WIL member will immediately enjoy Zurich Motor Vehicle Personal Property Protection for free.

Coverage by membership tiers: 
Classic members
6 Months Motor Vehicle Personal Property Protection – Up to HK$5,000 for personal possession lost, destroyed or damaged due to the vehicle being vandalized or broken into.

Prestige members
12 Months Motor Vehicle Personal Property Protection – Up to HK$8,000 for personal possession lost, destroyed or damaged due to the vehicle being vandalized or broken into.

Members who have not yet registered for the free Motor Vehicle Personal Property Protection can do so at "Settings", and the coverage will be effective automatically*. 
You will receive an insurance certificate from Zurich by email within 21 days upon registration. Zurich will require written notice in case of cancellation of the free insurance protection.

The above insurance is underwritten by Zurich Insurance Company Ltd. and arranged by Hung Kai Insurance Brokers Company Limited. Members' personal data will be shared between both companies. 

Regarding the coverage details and T&C, please refer to https://www.zurich.com.hk/en/offer-and-promotion/wil-free-protection

*Insurability, final premium and an offer of insurance will be at the sole discretion of Zurich. All insurance benefits are subject to the terms and conditions of Zurich's insurance policy.
*WIL is provided by Let’s Go Limited, Let’s Go Limited is not a licensed insurance intermediary nor an insurance intermediary of Zurich Insurance Company Ltd (a company incorporated in Switzerland with limited liability) (“Zurich”). WIL is the policy holder of Free Motor Vehicle Personal Property Protection and you are the insured member of the policy. This Plan is arranged by Hung Kai Insurance Broker Company Limited (Hung Kai Insurance Broker Company Limited is a licensed insurance broker company with License No. FB1335) and underwritten by Zurich. The above offer is valid from now until 14 September 2022, terms and conditions apply, please refer to the material in WIL for the details. The above is for reference only and does not form part of the insurance contract. For full terms and conditions and exclusions, please refer to the policy document itself which shall prevail in case of inconsistency between the above and the policy document. Zurich reserves the right of final approval and decision.

Q9: Why can't I use credit card to gate in and out of the car parks for enjoying parking offers?
We only support the use of Octopus Cards if you want to apply parking coupons. Please ensure you use the registered Octopus Card to enter and leave the car parks while you applying parking coupons.
Q10: How do I earn WIL Points?
Members may earn points through:
1. Parking at designated car parks (HK$1=1 WIL point)
2. Engagement on the app
3. Partners' specific promotion campaign
Q11: Can I transfer my WIL Points to family and/or friends?
No, members are prohibited to exchange, transfer, sell, or purchase WIL points with any party.  
Q12: Can I earn WIL Points through by a friend to become a member?
Every member has his/ her own referral code, which can be shared with others. Both the referrer and referee can earn an extra 1,000 WIL points after the referral and referee membership registration. 
Q13: Can I buy WIL Points with money?
Members cannot buy WIL points with cash but can use certain WIL Points and cash to redeem specific rewards.
Q14: Can I earn WIL Points if I pay with coupons?
No, you cannot earn points if you use coupons for your transactions. 
Q15: Why are my WIL Points not credited to my account after a successful transaction?
The WIL Points you earned will be credited to your WIL account within five (5) working days. In rare circumstances, there may be a delay in updating your WIL points balance (for example, some transactions may have different processing times depending on the Partners), but we will endeavour to reflect the latest balance as soon as possible.
Q16: My WIL Points earned are fewer than I expected, what happened?
Please call 3563 7337 to reach our customer service centre and provide the details of the relevant interaction or purchase such as the date.
Q17: Can I still keep my points earned after I return my purchase or seek a refund?
No. WIL points will be deducted for returns/refunds. 
Q18: Will my WIL Points expire?
Yes, points do expire. The expiry date is shown when you click into the points balance page.
Q19: Can I add a new payment method?
We do not record your credit card info. Payments are all one-off for membership upgrades as well as membership renewals.
Q20: What should I do if my payment is declined?
Please contact your card insurer, or customer service centre of the related bank. 
Q21: Why is the payment button unresponsive?
Please contact your card insurer, or customer service centre of the related bank. 
Q1: How do I redeem parking coupons?
Please follow the steps below for redeeming parking coupons.
1. Click the "Rewards" button on the home page
2. Click "Explore Rewards"
3. Select parking coupon, you can apply category filter "Parking" for easy selection
4. Click "Redeem Now" 
5. Click "Confrim"
Q2: How do I use parking coupons?
There will be an orange notification bar at the homepage after entering a car park with your registered Octopus Card.

Please follow the steps below for using parking coupons.
1. Tap on the orange notification bar
2. Tap on “ Use parking coupon” on the parking info page
3. Select the parking coupon you want to use and tap “apply”  and “confirm” to use
4. The page will show the number of free parking hours entitled, and the date and time when the coupon was used.

Currently we only support the use of Octopus Cards if you wish to use parking coupons when you check out of car parks.
Q3: If the mall has free parking, would my membership's free parking quota be wasted?
Parking coupons will only be used when acknowledged by members. Members can enjoy both the mall's free parking and WIL's parking coupon together. For example, if the member parked for 2 hours, he may use a WIL coupon to pay for one hour if the mall is offering one hour of free parking. 

Members can first claim the mall's free parking, then follow the below steps to use their coupons:
1. Click the orange notification bar on the home page
2. Click "Use parking coupon" on the parking info page
3. Select "Explore parking coupon"
4. Select the coupon you want to redeem
5. Click "redeem" 

Members can also redeem their coupons in advance and use them later when they need to pay for their parking. 
Q4: How can I filter my map to display car parks that allow me to use my parking coupons?
Once in the navigation tab, you can filter different types of car parks.

-“Earn and redeem” car parks allow you to both earn WIL Points and use parking coupons.
-“Earn” car parks only allow you to earn WIL Points and you cannot use coupons there.
-“General” car parks do not allow you to earn WIL Points or use coupons.

You may also filter your map to show other facilities such as petrol stations, charging stations, or speed cam locations.
Q5: How do I search for rewards I can redeem?
Members can use the filter function located in the top right corner of ‘Explore Rewards’ to find rewards sorted by categories, favourites and redeemable rewards with current points balance.
Q6: How do I use merchant coupons?
Please follow the steps below
1. Enter the "my coupons" page and select "merchants"
2. Select the coupon you want to use, and click "QR code"
3. Show the QR code to the merchant and scan it
4. The page will show the coupon's date and time when used
Q7: Why and what should I do if I cannot use my merchant coupons?
If you encounter the following problems:
1. Unable to recognize coupons 
2. The coupon has already been redeemed or used.
3. The coupon can only be used by new customers.
4. The coupon was used but the order was canceled.
5. Other coupon-related issues.

You may try the below methods, if still unable to resolve, please call 3563 7337 and get in touch with our customer service centre. 
a. Please ensure that your phone is connected with the network 
b. Check the coupon’s expiry date.
Q8: Can the validity period of coupons be extended?
No. Each coupon has its specific expiry date which cannot be extended. 
Q9: If the quality of product/service I redeemed is questionable, would WIL intervene?
WIL does not intervene in incidences between merchants and users (whether it be regarding products, services, or coupons). To effectively resolve the aforementioned issues, we recommend users contact the involved merchant directly. 
Q10: Why can't I receive notifications from merchants via the app or email?
Members can choose to receive our promotional updates and discount info in "settings" either through phone call, SMS, or email. 
Q11: How do I stop receiving discount notifications?
You can choose to stop receiving notifications in "settings". If there are additional enquiries, please call 3563 7337 and contact our customer service centre. 
Q12: Can redeemed rewards or services be canceled or returned?
Redeemed rewards cannot be canceled or returned for WIL points. If you wish to return the redeemed product, you may contact the merchant and enquire about their refund and exchange policy.
Q1: What kind of personal data does the WIL app collect?
When you open a WIL account to become our member, you provide us with basic account information such as your full name, email address, mobile phone number, gender, address (district) and date of birth so that we can verify your identity and set up a basic profile for you. If you wish to enjoy parking offers, you need to additionally provide us with your Octopus Card number, your car brand, model, car plate number and year of purchase.

All other personal data is up to you to supply or not, these include:
- Information you provide, including personal information, membership information, vehicle information, expenses record, content your share, preference of direct communication.
- Information created when you use our channels, including location data, transaction information, log and usage 
- Information from other sources, including parking information.

For more details, please read our full privacy policy.
Q2: How are my privacy and personal data protected?
We take the confidentiality of your information seriously. We take all available steps, including the implementation of technical and physical security measures, to ensure that all your personal data held by us is kept secure and safe from any loss or unauthorised disclosure, use and modification. 

All personal data we collected about you is stored on our secure servers located in Hong Kong. We strictly comply with our security policies and standards when accessing or using your personal data and restrict access to only personnel who need to use it for the purposes specified in the Privacy Policy
Q3: Where is WIL's data centre located?
All collected personal data is stored at our secure servers in Hong Kong. 
Q4: Can I use the app without giving out any personal info?
Only members can use WIL. To become a WIL member, basic personal information, such as your name, mobile number and email address, is required to complete the registration. 

Car and Octopus Card information is optional to provide. But if it is not provided, members cannot enjoy parking benefits.
Q1: How often is speed cam info updated?
Speed cam info will be updated from time to time.
Q2: Can the Map show parking space vacancies in car parks?
The Map will only show the space vacancies of certain car parks.
Q3: In what ways can I filter what my map displays?
You may filter your map to show car parks, petrol stations, charging stations, or speed cam locations.
Q4: Why do I have to enable GPS when I am driving?
We may use this information to tailor the offers and rewards. You can choose to turn off GPS anytime at your phone settings.
Q5: Why is my app logging out by itself?
It could be due to the default setting of your phone. Someone logging in your account will also log you out. 

Member can login again if your WIL account is automatically logged out. If a member is concerned about the account safety, they are advised to update their password.
Q6: How do I contact WIL's customer service centre?
You may contact WIL's customer service centre with the following methods:
a. Email (cs@gowil.com.hk
b. WIL Facebook
d. Phone(3563 7337
Can’t find the answer? You can always contact us at:
cs@gowil.com.hk
Or you can fill in the online contact form
Contact