Successful WeChat or Alipay payment does not establish a working Shenzhen Tong ride code. If an automatic verification field rejects a Hong Kong document, follow official transport guidance instead of entering a false mainland ID number.
What to have ready
Before you start
The Transport Bureau's 10 July 2025 FAQ directs Hong Kong, Macao, Taiwan and foreign-document users to human support in the Shenzhen Tong app or Shenzhen Tong+ mini-programme for company-assisted real-name entry. It does not promise instant approval or universal self-service for every document. Check current requirements. Identity verification, funding authorisation, ride-code activation and entry/exit records are different parts of the process. A verified name still requires confirming the code works on the intended service.
What to do, step by step
- Locate the service through the Transport Bureau's Shenzhen Tong information and distinguish the ride code from a merchant-payment code. Read current use conditions before depending on it for a connection.
- If automatic verification does not support your actual document, contact human support through the app or Shenzhen Tong+ and ask for necessary information and a verified submission route rather than sending documents to an unknown chat account.
- Submit personally as instructed and wait for the outcome, then confirm funding and code activation. Keep cash or another valid transport ticket available before departure because a pending identity request does not establish a usable ride code.
- Use the same accepted medium for entry and exit. For an irregular journey or supplementary-record notice, inspect times and stations in the original service and ask support instead of guessing details across different codes.
Costs, timing, and things to check
A physical Shenzhen Tong card, mobile transport card and app ride code can have different use, refund and identity arrangements. Confirm the particular product rather than borrowing another user's instructions for a different medium.
Company-assisted real-name entry does not approve a concession. Student, child or other fare arrangements retain their own conditions and evidence, so a successfully verified overseas document should not be used to infer discounted travel.
A practical example
A Hong Kong user's permit fails automatic entry, so verified Shenzhen Tong+ human support handles the enquiry and the user tests one ride after approval. A foreign-national companion remains pending and uses another accepted ticket. Each traveller uses their own medium consistently at entry and exit; one person's approved code neither verifies the other passenger nor authorises sharing a code through the gates.
Use verified human support for document compatibility and separately confirm activation and the actual ride outcome.
Official information and enquiries
These are the reference and service entry points for this guide. Check current fees, eligibility, and schedules with the authority. The preparation date is not each source's official update date.