What mobile phones are compatible with the Esso app?
Any phone running iOS 12.1 or newer, and any phone running Android 6.0 or newer.
How can I download and login to use the app?
You can download the app from Hong Kong Apple App Store and Google Play Store. Once you have downloaded the app, you need to register for an account with your Esso Smiles card. In case you have already registered on our Esso Smiles website, you may skip registration in Esso app and use the same login email address and password. The app will be ready to use after logging in.
Can I use the app if I do not login?
Yes, you can select "continue as guest" to explore our offers and use the station locator function.
How much of the data Esso app use?
The app requires internet connection and we cannot provide any exact information on data usage because it depends on individual usage. Contact your mobile service provider for more information on mobile phone data plan.
Do I need to be connected via WIFI or data network when using the Esso app?
Yes, you would need an active connection to the internet to use the app.
Where can I get the information of Esso Smiles driver rewards™ programme?
Please visit Esso Smiles website to know more about the tempting rewards we prepared for Esso Smiles members.
Do I have to present my Esso Smiles card when I redeem eCoupons for free petrol via the Esso app at station?
No, you don't have to present your Esso Smiles card because no Esso Smiles points will be earned on free petrol redeemed with eCoupons.
I have logged-in to my Esso Smiles account via the Esso app, can I earn Esso Smiles points with the app?
Sorry, you still need to present your Esso Smiles card to earn points on fuel transactions at this stage.
Can I redeem the instant free petrol e-Coupon and use later?
Yes. You can redeem any kind of instant redemption eCoupon and save them under "My rewards" for future use.
I have redeemed my Esso Smiles points for an eCoupon, can I use it at any Esso or Feoso service stations?
eCoupons redeemed through the Esso app can be used at any Esso service stations in Hong Kong (except Feoso stations).
How can I manage my Esso Smiles account information?
You can visit "My Smiles" screen and click "Account Information" to manage your information. Alternately, you can also manage your information in Esso Smiles website after login.
How can I enable push notification from Esso app?
You can manage the Esso app notification in your mobile device setting.
Can I use Esso app to pay for fuels and convenience store product?
No. Esso app is currently limited to the loyalty functions and station locator only.
Can I use the Esso app in another country?
No, the Esso app can only be used in Hong Kong.
Where can I get information about the terms of use of each eCoupon in the Esso app?
Please refer to the terms and conditions governing the respective eCoupons.
I redeemed the wrong eCoupon and points have been deducted, can station staff return the points to me?
No. Please call Esso Smiles Customer Service Centre at (852) 3197-8188 (Press "2" for English and then press "3" for Esso Smiles card) to report this issue.
I cannot find my eCoupons in the app, what should I do?
Unused / unexpired eCoupons can be found under "My rewards". If the eCoupon has been used or has expired, they will fall into "My rewards history".
My eCoupon has expired, can I still use it?
Once your eCoupon has expired, you will no longer be able to use it.
Are Esso Smiles points and eCoupons transferrable?
No, your Esso Smiles points and eCoupons are not transferrable.
I have lost my phone, how do I block the mis-use of Esso Smiles points?
You can call Esso Smiles Customer Service Centre at (852) 3197-8188 (Press "2" for English and then press "3" for Esso Smiles card) to report your lost phone and we will suspend your account. However, we will not be liable for points that may be lost in the interim.
Who can I contact if I have questions about the Esso app?
You can call Esso Smiles Customer Service Centre at (852) 3197-8188 (Press "2" for English and then press "3" for Esso Smiles card) for app enquiries.
