With smartphones becoming an indispensable part of daily life, running out of battery when out and about has become a common nuisance for urban dwellers. Shared power bank rental services have increased in popularity in recent years, offering a flexible solution to keep your phone alive. The Consumer Council selected 8 major rental service platforms in Hong Kong to conduct trials and found that 7 of them exhibited varying degrees of inaccuracy in navigation or positioning functions when using certain maps. In addition, 5 platforms had incomplete station information, which could result in delays in returning the device and incur extra rental charges. The transparency of platform charges was also inadequate, with only 2 platforms displaying station charges in advance on the operation page. Furthermore, some platforms adopted station-specific pricing, meaning that stations within the same district, or even just a few shops apart, could have different charges, making it difficult for consumers to compare prices before arriving at a station. The Council recommends service providers to clearly list rental fees, daily caps and deposit arrangements on the operation page to enhance pricing transparency and facilitate price comparison. They should also ensure station addresses, coordinates, shop names and business hours are accurate and updated promptly to reduce disputes arising from incorrect information.
Council staff conducted 48 rental and return trials on 8 major mobile-based shared power bank rental platforms in Hong Kong between November and December last year. The trials covered weekdays and weekends, different time slots and various districts to assess the experience of rental and return processes, navigation and data accuracy, pricing transparency and customer service support.
Inaccurate GPS Navigation or Incomplete Station Data
7 Platforms Showed Deviations
Whether consumers can locate shared power banks using the navigation largely depends on whether the station coordinates provided by the platform can accurately integrate with third-party map systems. The trial results showed that although all 8 platforms had positioning and third-party map navigation functions, 7 of them experienced issues such as reversed navigation routes, target stations deviating from actual locations, or inaccurate starting points. 4 platforms operating via mini-programmes had more stable performance when using certain map systems, but were less accurate with 2 other third-party map systems; the opposite was true for the 4 platforms which mainly operated via their own apps.
5 platforms also had inaccurate station information, making it difficult for users to locate the target station. For example, in 1 trial at a Kwai Chung shopping mall, a platform only displayed the station as being on “2/F” along with a photo of the trader, without listing the shop number, and the triallist could not find it despite searching the entire floor. In another trial in Prince Edward, another platform showed the correct shop name and address, but the coordinates were incorrectly marked in Mong Kok, a considerable distance away. More serious cases involved both address and coordinates being inaccurate, for instance in a trial at North Point Ferry Pier, a platform displayed the address and coordinates as the East Pier, but the station was actually located inside the West Pier gate, inaccessible to non-ferry passengers, forcing the triallist to rent elsewhere.
When in urgent need of a power bank, consumers’ phone battery is often critically low. Inaccurate navigation not only wastes time, but may also deplete the phone’s battery, preventing the user from logging in to use the service. Incorrect station data during return could lead to fruitless trips and extra charges due to delays. The Council recommends service providers to keep station addresses, coordinates, shop names and business hours accurate and regularly updated. If multiple map options are provided, integration with different map services should be strengthened to avoid misleading consumers.
Rental Fees for 30 Minutes on the Same Platform Could Vary by Over Onefold
Check Billing Units After Daily Cap
2 platforms adopted a fixed pricing model with uniform charges across all stations, providing a more comprehensible billing method. The other 6 platforms set charges based on station location or partner merchants. On the same platform, the 30-minute rental fee could differ by nearly 1.3 times (HK$3 to HK$6.8), while the daily cap varied even more, with differences exceeding 2.3 times (HK$24 to HK$80). Stations within the same district or even on the same street, just a few shops apart, could have different charges and daily caps on the same platform. Consumers needing to rent across days should also note that after renting for more than 24 hours, 7 platforms recalculated charges based on “every 30 minutes” or “hourly” units, while 1 platform used “daily” as the unit, meaning even slightly exceeding 24 hours would incur an extra day’s cap fee.
Only 2 Platforms Displayed Charges in Advance
Lack of Transparency Hinders Price Comparison
Even if consumers wish to compare prices beforehand, it is not easy because only 2 platforms displayed station charges on the operation page, including hourly rates, daily caps and deposit arrangements. The other 6 required consumers to physically arrive at the station to view the complete information. Even at the station, only a few platforms clearly displayed pricing details. 2 platforms’ trial stations relied entirely on scanning a QR code to obtain pricing information, and some platforms had outdated or incorrect pricing information, indicating insufficient transparency. The Council recommends service providers to clearly display pricing information on the operation page so consumers can understand costs before heading to a station.
Rental Process Generally Smooth
Inaccurate Available Slots and Business Hours for Some Stations
In terms of rental experience, most platforms completed the rental process within about 1 minute. 7 platforms offered a “free period” (ranging from 1 to 5 minutes) for consumers to check whether the power bank functions properly and return it immediately without incurring charges if unsatisfactory. However, the length of the “free period” varied between stations on the same platform, and 1 platform did not indicate any “free period”. The Council recommends platforms offering a “free period” to clearly display this, and consider standardising its length to reduce confusion and disputes over charges due to device issues. Platforms without a “free period” should consider adding a short grace period for inspection.
Although most platforms displayed the number of available units for rental and return on the operation page, the presentation and update speed varied. 1 platform only showed availability status without specific numbers, while the other 7 displayed both rental and return quantities. Besides, 4 platforms only displayed “almost full” when return slots were limited. Regarding update accuracy, 1 platform recorded 3 errors where the system failed to synchronise the return status, potentially causing wasted trips.
Many stations were located inside shops. The trial found that 2 platforms had 2 stations with inaccurate business hours. The platform indicated the station operated until late at night, but the triallist arrived about 1 hour before the indicated closing hour and found the shop already closed, requiring customer service assistance to extend rental time and complete the return at another station. Some platforms displayed vague business hours, such as “24-hour operation” or only weekday hours without specifying weekends or special closures. If station data is inaccurate and consumers do not allow sufficient time to find another station, they may fail to complete rental or return and incur extra charges due to delays. Excluding these issues, 7 platforms completed the return process within about 1 minute and immediately displayed “return successful” and stopped billing. However, 1 platform experienced delays in 2 out of 6 trials, where the system failed to recognise the power bank after insertion, requiring continuous pressing and waiting for about 7 to 10 minutes. The service provider should strengthen equipment checks and maintenance.
E-wallet Balance Non-refundable and Minimum Top-up Required
In addition to rental fees, all platforms required consumers to pay a deposit before renting, ranging from HK$99 to HK$198. 4 platforms offered deposit-free options, such as binding a credit card or using designated payment methods. The method and speed of deposit refund after return varied, with some platforms processing automatically and others requiring manual application, taking from immediate to several days. Notably, 5 platforms had e-wallets where topped-up balances could not be refunded and imposed a minimum top-up amount, generally $30, with only 1 platform requiring a minimum of $3, making it more suitable for occasional users. The Council recommends service providers remove minimum top-up requirements and offer balance refund options to avoid consumers’ funds being locked for extended periods.
Consumers should note the following when using shared power bank rental services:
- Station business hours and map locations displayed on platforms may differ from actual conditions. Check at least 1 or 2 return stations in the same area as a backup before renting to avoid wasting time, while allowing sufficient time for return;
- Use the free period provided by platforms to check whether the power bank is sufficiently charged, outputs current properly and meets your needs. If malfunctioning, return or exchange immediately;
- After completing the return, confirm that the slot indicator light is on, the app displays “return completed” and billing has stopped before leaving. If billing does not stop after insertion, try adjusting the insertion angle or applying slight pressure to secure it;
- Check whether deposit and refund processes require manual application. After completing rental and return, review the refund status in the app or mini-programme and apply manually if necessary to avoid delays;
- In case of anomalies, contact customer service to check whether flexible arrangements such as pausing billing, waiving charges or extending return time are available. In case of equipment failure, power bank not ejecting or discrepancies in shop closing times, take screenshots or photos for record to facilitate follow-up.
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