FAQ

1LogInNow
2Billing, Airtime and Payment
3IDD and Roaming
4Mobile Broadband
5Mobile Services
6Good!Talk Stored-Value SIM card
7Value Talk Stored-Value SIM card
8Megasaver Stored-Value IDD & Roaming SIM card
9SmarTone IDD & Roaming SIM card
10iPhone Stored-Value SIM Card
11Repair Service
12Privacy Issues

LogInNow


A. About LogInNow

Q1 Why should I use LogInNow?
A1 With LogInNow, our new access security control, you only need one username and password, making it simpler to access your SmarTone services online and My Account.

Both username and password can accommodate up to 30 characters each, enabling you to enhance the security strength of your login and more flexibly create a contextual login that is meaningful, known only personally to you and therefore easier to remember.

Q2 Can I not set up LogInNow?
A2 Once LogInNow is available to you, you are required to set it up in order to access My Account and SmarTone services that require login.

Q3 How do I set up LogInNow ?
A3 For customers who join SmarTone on or after 9 Sept 2013, use your username and password to log into My Account and any SmarTone service. For other customers, after receiving invitations, use your mobile number and password to log into My Account and any SmarTone service. You will be guided to setup LogInNow in simple steps.

Q4 How do I make sure I receive the invitation to set up LogInNow?
A4 Invitations will be sent via email in stages. Please ensure that you have given us your most frequently used email. If you haven't, please log into My Account and update your contact email in 'My Profile'. To prevent your email account provider mistakenly sending our emails to your spam folder, please add comms@service.smartone.com to your address book. If you are not sure how to add us to your address book, please click below to view instructions for the most commonly used email accounts:



B. About using LogInNow

Q5 What is the difference between a password and a 6-digit PIN?
A5 A password can be used for the following:

  • Accessing My Account
  • Accessing SmarTone services that require login
  • Subscribing to new services via ST apps or SmarTone website

A 6-digit PIN can be used for the following:

  • Monthly plan, HP+ and Wireless Fixed Broadband customers can make enquires and use account-related services via the hotline
  • SuperFast Broadband & Voice Stored-Value SIM Card customers can subscribe and use 1653IDD via hotline

Q6 What if I forget my username and/or password?
A6 Click the ‘ Forgot username and/or password' link on any login page, follow the simple instructions and answer the secret questions to retrieve your username and/or reset your password.

Q7 Can I retrieve my password without resetting it?
A7 To ensure no one but you know your password, we store it in an encrypted format. Therefore, even we do not know what it is, so your password cannot be retrieved.

Q8 What if I forget my 6-digit PIN?
A8 If you forget your 6-digit PIN, please log in to My Account, go to LogInNow > Settings, then follow the simple instructions to set a new PIN.

Q9 Why do I need to enter a CAPTCHA code for login?
A9 You have consecutively entered a wrong username or password. For security reasons, you will need to enter a CAPTCHA code when you attempt to log in again.

Q10 What if all my services requiring login are blocked because I forgot my password and cannot answer my secret questions?
A10 For your protection, ID verification in person is required after services are blocked due to above circumstances. Please visit one of our stores for ID verification to unblock services.

Q11 How can I change my username, password, 6-digit PIN and secret questions?
A11 Please log into My Account on our website and go into 'LogInNow' to make these changes.

Q12 How do I update my backup email?
A12 Log into My Account, go to the 'My Plan and Profile' section and then update it in 'My Profile'.



C. For accounts with multiple lines

Q13 If there are multiple users in the same account and each user managing multiple lines, what are the benefits of LogInNow?
A13 If account owners and users need to manage multiple lines of their own, they can group them under their respective username and password via LogInNow.

Account owners can also authorise users to make line-related enquires and manage matters relating to the subscription of their numbers at stores and via the hotline, thus making it more convenient for both the account owners and line users. To enjoy this convenience, account owners only have to visit one of our stores once for identity verification and to make the arrangements.

Q14 What are the rights of an authorised user and how to become an authorised user?
A14 The authorised user is permitted to act on behalf of the owner on matters in relation to the subscription of the subscriber number, except in the following circumstances:

  1. Disconnection of service (except disconnection due to lost SIM);
  2. Transfer the service number to another person;
  3. Port out the mobile number;
  4. For authorised user under 18, purchase of products bundled with fixed term contract mobile / wireless fixed service subscription are not allowed.

To become authorised users, account owners and authorised users only need to visit one of our stores once for ID verification to make the arrangement.

Q15 Can user authorisation be retracted once granted?
A15 Yes. Account owners can retract authorisation at any of our stores or via hotline.

Billing, Airtime and Payment

Q1 What is an e-bill?
A1 The e-bill service ensures that you receive your billing information promptly and efficiently. You are free to check your latest monthly invoice via phone, fixed line, fax, web, or at stores. Each month when your new bill is issued, we will automatically send you a short message to your phone with current outstanding balance for your immediate reference. If you have given us your email address, we will also email you a copy of the bill statement. For service details, please click here.

Q2 Why is the amount on my first bill differed from my monthly tariff plan?
A2 All tariff plans and mobile service charges are calculated on a 30-day billing period basis. If your service is activated in the middle of a billing period, your monthly charge will be prorated. Hence, you will see on your first bill the prorated charges from the activation date to your first bill date, in addition to a full-month's advance payment.

Q3 How do I calculate the airtime charge of a local call?
A3 The calculation starts from the moment the recipient answers the call until it is disconnected. If the line is busy or if there is no answer, no airtime charge will incur. Call durations are rounded up to the next full charge units. Each charge unit is based on per minute of airtime charge.

Q4 Can I check my call records?
A4 If you are the registered owner of the mobile service, you can view your call details for the past 6 months by clicking on My Account and selecting 'My Bill'. You may also apply for a detailed postal bill for the cost of HK$25 by calling our 24-hour hotline 2880 2688 or by visiting any SmarTone store. We will post the detailed bill to you in about 7 working days.

Q5 Why are the roaming calls that I made last month not yet charged on my bill of this month?
A5 As roaming calls records are provided by roaming partners, roaming charges may take one to two months to appear on your bill. China roaming may require up to three months.

Q6 Can I change the bill language?
A6 Yes, you can choose your desired bill language through our Internet site by clicking on My Account then selecting 'Change Profile' or by calling us at 2880 2688. The new bill language will be effective from your next billing cycle.

Q7 How do I check my airtime and account balance status?
A7 You may check it anytime by using one of the following methods:
1. Login to My Account and select 'Outstanding Balance' and 'View Consumed Usage'.
2. Access 'My Account' via ST apps on your smartphones.
3. Press on your phone.

Q8 What are Intra-Call Minutes ?
A8 This is airtime that applies to incoming and outgoing calls with other SmarTone customers. Different plans have different free intra-call minutes entitlements. You can use these free minute to call our 24-hour hotline and retrieve your 'voice mail' messages or check messages via our built-in secretarial service.

Q9 How can I settle my bill?
A9 Payments can be made at our selected stores, via PPS or ATM. You may also send us a cheque, or settle the payment through Direct Debit. The online bill payments services provided by PPS, Jetco, HSBC and HSB also allow you to settle your SmarTone bills if you have registered with the relevant service.

Q10 How do I apply for autopay, and how long does it take?
A10 To apply autopay, simply visit one of our stores and bring along with your credit card / bankbook or bank statement to complete the autopay application. Should you want to pay by third party bank account, you can complete the “ Bank Account Direct Debit Authorization Form ” and return it to the bank directly. Bank account autopay will take about two to five weeks to process. Credit card autopay will come into effect on your next bill. To download the “ Bank Account Autopay Authorization Form ” , please click here or through our 24-hour hotline via fax-on-demand.

Q11 Are there any special channels provided for the needy people (e.g. elderly, visually impaired) to check their bills?
A11 Customers can check their account information by calling our 24-hour hotline at 2880 2688. After selecting language and input mobile phone number, press 0 to contact our customer service officer for assistance. Customers are also welcome to visit any of SmarTone stores, our store staff will be happy to help on all billing enquiries.

Q12 How can I change my billing address and / or registered address?
A12 If you want to change your billing address and/or registered address, please come to one of our stores with your HKID/passport or Business Registration Certificate, as well as proof of address received within the last three months.

IDD and Roaming

Q1 How do I make IDD calls on my mobile phone with the 001 IDD service in Hong Kong?
A1 Simply press or , then input the , and the.

Q2 Will the IDD call be charged if the called party is unreachable?
A2 The call charges will only apply if the called party picks up the call. If it keeps ringing and no one answers it, the call will not be charged. However, if the called party has diverted the number to some voice message systems in which an automatic recording is played, the call will be charged.

Q3 What are the differences between 001 IDD and 1638 IDD service?
A3 001 IDD service is available solely for SmarTone customers. It allows customers to make IDD calls in both Hong Kong and roaming countries. For 1638 IDD service, anyone may apply and make IDD calls via any kind of phones (e.g. residential phones, office telephones, and mobile phones on other networks) or facsimile machines ; but the IDD calls can only be made from Hong Kong.

Q4 What costs are involved in making an IDD call from a mobile phone in Hong Kong to other countries?
A4 The charge includes the IDD rate of the designated country, plus the local or video calling airtime charges of your mobile services. IDD charges are calculated on a 6-second incremental basis.

Q5 What is roaming?
A5 It's a service that allows you to contact the world when you are outside Hong Kong. As a SmarTone customer, when you turn on your mobile phone in a foreign country with international roaming coverage, you will be able to receive incoming calls from anyone who dials your mobile number as usual. You can make outgoing calls to a local number in the roaming country. For calling to Hong Kong, you can either making IDD calls (pre-requisition required) or simply using *131* PhoneHome service.

Q6 Will my mobile phone work in all countries?
A6 Not necessarily.

If you're travelling to Japan, South Korea, the US or Canada, a 3G phone will suffice.

If you're travelling to a more remote region (those outside of GSM and 3G networks), you'll need to rent a satellite phone, which will automatically connect to a satellite network.

For details, please call us at 2880 2688 for enquiry.

Q7 What is *131* PhoneHome?
A7 *131* PhoneHome service allows you to make calls back to Hong Kong or other countries at a cheaper rate from participating roaming countries. No application or deposit is required. Simply input the following commands on your phone. The system will then return a call to your mobile phone to connect you to the telephone number in Hong Kong (or other country).

To call Hong Kong:
To call to other countries:

As some roaming networks may not support this service at the moment, you are recommended to call us before departure to check if you can use this service in your destination country.

Q8 What is Stealth Roaming service?
A8 Stealth roaming service enables you to maintain the privacy and confidentiality of your whereabouts. When you roam in a country with a GSM network, you can present a Hong Kong style ringtone to all callers.

Q9 What settings should I apply to my phone to ensure the roaming service is working properly?
A9 Prior to your departure from Hong Kong, you should turn off your phone once and de-activate any call forwarding functions. When you arrive at your destination country, or return to Hong Kong, you should turn on your phone as soon as possible for network re-registration to avoid any unnecessary roaming charges.

Q10 Why are the roaming calls that I made last month not yet charged on my bill of this month?
A10 As the roaming call records are provided by respective roaming partners, the roaming charges may take one to two months to appear on your bill. China roaming may require up to three months.

Q11 What if I lose my mobile phone while I am roaming overseas?
A11 We have a 24-hour International Roaming Toll Free Hotline service available in most major roaming destinations. Simply call the designated hotline number by using a fixed line to reach a SmarTone customer service officer to process your lost phone. This hotline service also supports other customer enquiries when you are roaming overseas. It's free of charge.

Q12 When I'm abroad, will callers in Hong Kong be able to leave message(s) in my voicemail box or with the secretarial service?
A12 Yes, providing the roaming operator supports a voicemail service.

If the roaming operator doesn't support a voicemail service and your mobile is out of coverage or engaged, or if you don't answer a call, the incoming call will be forwarded to a 'No answer' message by the roaming operator. The caller will not be able to leave messages(s) in your voicemail box or with the secretarial service.

If you switch off your phone or activate VoiceMail or Secretarial Service by dialling **21*138# or **21*198#, the caller will then be able to leave messages(s) in your voicemail box or with the secretarial service. Plus, they'll avoid incurring a charge for a two-way IDD call.

Q13 How can I check voice mail messages while roaming?
A13 Ways to check voice mail messages:
On mobile
Use the *131* PhoneHome service by pressing . *131* PhoneHome roaming charges will apply once you are connected to voicemail; or
Press . An additional HK$1 will be charged, plus roaming charges
To check with a touch-tone phone or number other than your own , press IDD access code, then press . An additional HK$1 will be charged, plus relevant IDD charge.

Q14 Can I receive SMS alerts / auto message delivery of my voice mail service while I am roaming?
A14 You can receive SMS alerts provided that the roaming operator's network supports receiving short messages. For the auto message delivery, as the alert itself is an incoming roaming call, you will need to pay for the IDD call charges. If you want to change the message alert mode of your voice mailbox, simply enter the voice mailbox system (or when you have deleted or saved the last voice message), then press to select 'Other Services' to process. This is free of charge and will be effective immediately.

Q15 How do I check my secretarial messages when I'm abroad?
A15 Secretarial messages will be sent to your phone if the roaming operator supports the receipt of short messages.

Mobile Broadband

Q1 Where could I find the performance pledge as published by SmarTone?
A1 Please click here for details.

Q2 What's the difference between mobile broadband and Wi-Fi?
A2 Wi-Fi is restricted by hotspots, so you need to be in the right place when you connect, and you may not find hotspots everywhere. Connections are only possible within about 50 meters of a hotspot. Beyond 25 meters of a hotspot, performance and speed of connection may be affected. With Mobile Broadband's seamless network, you get continuous coverage across Hong Kong, enjoying the freedom of Internet access anytime and everywhere without the restriction of Wi-Fi hotspots.

Q3 Can I use Mobile Broadband overseas? What about network coverage and quality?
A3 You can stay connected effortlessly in over 299 destinations with SmarTone Mobile Broadband. We cover more destinations than any other Hong Kong operator, with our smooth and lightning fast network.

Q4 Is my computer compatible?
A4 We support most laptops and desktops, PC and Mac. The USB Stick has these system requirements:
  • Microsoft®Windows®8, Windows®7, Windows® XP, Windows Vista™ or an Apple Mac OS X 10.4.11 or above
  • At least 100MB free disk space and 1GB RAM
  • USB interface

To learn more about the system requirements of other device models, check the detailed Installation User Guide.

Money Back Guarantee
Should you find Mobile Broadband incompatible with your PC or Mac within 7 days, you can take your computer and USB modem from us to any of our stores for assistance. If the modem (including packaging) is in good working condition and our staff still fail to set Mobile Broadband up on your computer, we guarantee to refund the cost of USB modem to you in full.

Q5 How to install USB modem in my computer?
A5 Simply follow the installation manual to install the SmarTone Mobile Connect Dashboard software. Upon completion, double click on the SmarTone Mobile Connect icon.
Click 'Connect' in the SmarTone Mobile Connect Dashboard to connect.
You will receive your password by SMS upon service activation. (Click the SMS button on the main toolbar to send your SMS password) You can use this password to manage your Mobile Broadband account.

Q6 What can do in my Mobile Broadband account? Is it easy to manage?
A6 Managing your SmarTone Mobile Broadband Account is easy, you can
  • Check your account balance
  • Top up your account
  • Check usage details
  • Change password
  • Deal with your forgotten password

Please click here to login.

Mobile Services

Q1 What is MMS?
A1 MMS messages let you combine picture, sound and text and share them at once.

Q2 How do I register for MMS?
A2 You do not need to register as MMS as automatically available. All mobile phones purchased from SmarTone have been pre-set with the necessary settings. If your phone does not have the correct settings, please call our hotline 2880 2688 or visit any SmarTone store for assistance. For details please click here.

Q3 Can I send an MMS to anyone?
A3

You can send an MMS to anyone. To receiving MMS messages, your phone must have appropriate settings. SmarTone customers who do not have MMS messages set up or are using a non-MMS supporting phone will receive an SMS showing a URL. You can click this to view the MMS online.

Note: SmarTone customers can visit any of our stores and we will set up your phone right away.

Q4 How much does MultiTalk cost?
A4 For Inter and Intra network, MultiTalk costs HK$1 with a surcharge of HK$3 (per recipient) for international numbers. One MultiTalk can be sent to up to five recipients at a time. Roaming charge apply when sending or receiving MultiTalk while roaming. Subject to relevant terms and conditions. Please click here for more details.

Q5 Can I send a short message from my phone to mobile phone users overseas?
A5 Yes, you may send short message from your own phone to overseas mobile-phone users over 250 GSM destinations. The steps are: press and send. Please click here for more details. As for the SMS charge please click here.

Q6 When will a caller be diverted to my voicemail box?
A6 When your mobile phone is switched off, unanswered, busy or unreachable, all incoming calls will be diverted to your voicemail box.

Q7 How many voicemail messages can be recorded and how long can they be kept?
A7 The voicemail box can store up to 10 messages, each one can be up to 60 seconds long and kept for three days.

Q8 How do I record a personal greeting?
A8 To record a personal greeting, just press and enter the voice mailbox system. Simply press twice times, and then press to get to 'Record Personal Greeting' function. You can record a personal greeting up to 30 seconds to prompt your callers to record messages in your mailbox.

Q9 Can I change the alert message mode of my voicemail box?
A9 Yes, after entering the voice mailbox system, or when you have deleted or saved the last voice message, simply press to select 'Other Services'. You will then be able to change the message alert mode of your voice mailbox. The change is free of charge and will be effective immediately.

Q10 Do you have a secretarial service?
A10 Yes, SmarTone's secretarial service combines the benefits of secretarial paging and mobile phone services. When you are unavailable to receive incoming calls to your mobile phone, you can divert all calls to our secretarial service operator and the message can be displayed on your phone screen. You may also apply for a Messaging Number where all incoming calls will be directly answered by our operator, giving you greater flexibility for handling your calls. For details please click here.

Q11 While I am roaming, are callers in Hong Kong be able to leave message(s) in my voice mail box / secretarial service when my mobile phone is unreachable, unanswered or is busy?
A11 Yes, and you are able to receive the voice mail messages or secretarial messages as usual.

Q12 How can I check voice messages while roaming?
A12

Ways to check voice mail messages:

- On mobile

  • Use the *131PhoneHone* service by pressing *131* PhoneHome roaming charges will apply once you are connected to voicemail; or
  • Press . An additional HK$1 will be charged, plus roaming charges

- To check with a touch-tone phone or number other than your own, press IDD access code, then press . An additional HK$1 will be charged, plus relevant IDD charge.

Q13 Can I receive SMS alerts / auto message delivery of my voicemails while roaming?
A13 You can receive SMS alert provided that the roaming operator's network supports receiving short messages. For the Auto Message Delivery , as the alert itself is an incoming roaming call, you will need to pay for the IDD call charges. If you want to change the message alert mode of your voice mailbox, simply enter the voice mailbox system (or when you have deleted or saved the last voice message), then press to select 'Other Services' . The change is free of charge and will be effective immediately.

Q14 How do I check my secretarial messages when I am roaming?
A14 Secretarial messages will be sent to your phone if the roaming operator supports receiving short messages. You may also check the secretarial service operator by making a long distance call to your own mobile number with other phone . For example, press international access code (or ), then , and your mobile number.

Q15 How do I activate or de-activate my All Call Forward feature when my phone is not with me?
A15 You can make use of our Remote Call Forwarding function to activate or de-activate your All Call Forward feature. This is a free service. Just call our 24-hour hotline 2880 2688 with a touch phone, and after selecting your language and inputting your mobile number, press for 'Remote Call Forwarding', then follow the instructions.

Q16 How do I divert my calls to another phone?
A16 Use our the call forwarding service to divert incoming calls to any designated phone number.
Unconditional Call forwarding
Activate:
Cancel:
Check status:
Unanswered
Activate:
Cancel:
Busy
Activate:
Cancel:
Unreachable
Activate:
Cancel:

Cancel all

Q17 How much does video calling cost?
A17 Video calling services include local, IDD and Roaming video calling. local Intra network calls cost HK$1 per minute, including incoming and outgoing. Inter network outgoing calls cost HK$2.5 per minute and incoming ones cost HK$1.5 per minute. HK$0.5/min applies when receiving international video calls. For IDD video calling rates for major destinations, click here. For the areas supporting roaming video calls, click here.

Q18 How do I make an international call?
A18

To make international calls, simply enter the symbol or dial , followed by the country code, area code and telephone number.

For example: When calling Sydney, please dial: ()()(xxxx xxxx) OR()()() (xxxx xxxx)

Q19 What is Visual Voicemail?
A19 Visual Voicemail allows you to see your voice messages on your iPhone, eliminating the need to dial-in and listen to messages sequentially and making it easier for you to manage your messages.

Q20 Can I use Visual Voicemail immediately after subscription?
A20 Once you have subscribed and restarted your iPhone, and reset your password and greeting, you can use Visual Voicemail. Please make sure you are using iPhone iPhone 3GS or above with iOS 4.3 or above and carrier bundle 10.1 or above.

Q21 How to subscribe for Visual Voicemail?
A21 You can call 2281 8888 or visit our stores for registration. Upon successful registration, an SMS will be sent to you for confirmation. Please restart your iPhone before using Visual Voicemail. For details and how to use, please click here.

Q22 When I apply for the Visual Voicemail, will my existing messages be kept?
A22 Yes, you can still use your mobile and press in order to listen back the voicemail, or if you check your voice messages by calling using a touch-tone phone or number other than your own, an additional HK$1 will be charged.

Q23 When I use Visual Voicemail, will my existing password, greeting and messages be kept?
A23 Messages in your voicemail box will not be kept. Visual Voicemail requires a new password and greeting so your existing ones will be replaced.

Q24 Can I use Visual Voicemail with Wi-Fi?
A24 Visual Voicemail cannot be used with Wi-Fi. Make sure Cellular Data is on when receiving messages.

Q25 Can I use Visual Voicemail when I'm overseas? If so, how much will data usage be charged ?
A25 Yes, Visual Voicemail works in any country where data roaming is available, as long as Data Roaming is switched on on your iPhone. Roaming data charges will be incurred when using Visual Voicemail overseas. Data charge is around HK$14/minute (for reference only). You should consider subscribing to our Roaming Data Day Plan, please click here for details.

Q26 Can I receive messages in Visual Voicemail overseas if I am not using data roaming?
A26 If you are not using Data Roaming on your iPhone, you can't receive messages in Visual Voicemail. You will only receive SMS notifications about new voicemails.

Q27 When I turn off data usage, will I be able to retrieve Visual Voicemail?
A27 No, when data is turned off, you will not able to retrieve Visual Voicemail. When callers leave you a voicemail message, you will receive an SMS or auto alert for new voicemail.

Q28 How much data will be used for receiving messages with Visual Voicemail?
A28 Visual Voicemail uses around 100KB/minute (for reference only).

Q29 Will Visual Voicemail still consume data if there are no new voicemails and no changes to settings?
A29 No, there will be no data consumed.

Good!Talk Stored-Value SIM card

Q1 What is the Good!Talk Stored-Value SIM card administration fee?
A1 HK$2.5/month

Q2 What are the Good!Talk Stored-Value SIM card local call tariffs?
A2 HK$0.25/min (Flat rate, call duration is rounded up to full charge units for computation purposes.)

Q3 What are the Good!Talk Stored-Value SIM card local video call tariffs?
A3 HK$1.5/min (Flat rate, call duration is rounded up to full charge units for computation purposes.)

Q4 What are the Good!Talk Stored-Value SIM card IDD call & IDD Video Call tariffs?
A4 Free IDD to 30 countries/destinations. Check here for details.

Q5 How many other phone numbers can be registered with the Good!Talk Stored-Value SIM card for making IDD call?
A5 Free registration up to 3 other phone numbers to make IDD call, and all charges will be deducted from the stored value of the card.
To register the phone numbers to make IDD calls, you can enter by your Good!Talk Stored-Value SIM Card and then press >> (per minute rate applies).

Q6 What is the IDD dialling method of Good!Talk Stored-Value SIM card?
A6

Q7 What are the Good!Talk Stored-Value SIM card SMS and MMS tariffs?
A7 Check here for SMS and MMS tariffs

Q8 What is the validity of the Good!Talk Stored-Value SIM card?
A8 Your card is valid for 180 days from the date you first activate it. Each time you recharge your card at HK$50 or more, its validity will be reset for a further 180 days and you can retain the mobile phone number.

Q9 How do I check the validity and remaining balance of the Good!Talk Stored-Value SIM card?
A9 Press

Q10 How do I top-up the Good!Talk Stored-Value SIM card?
A10
Method Recharge Time
Recharge Voucher Purchase a recharge voucher at any SmarTone store or authorised resellers in Hong Kong displaying the logo. Simply follow the recharge procedure printed on the voucher to recharge your card whether you are in Hong Kong or overseas. Instant
Internet Secure online recharge with your credit card whether you are in Hong Kong or overseas. Within 5 minutes
Automated Teller Machine (ATM) You can recharge your card through 'Jet Payment' or 'Bill Payment Service' functions at JETCO or ETC terminals. Please select 'SmarTone' and enter your mobile number as the account number, then follow the instructions to complete the recharge process. Via Jetco, within 30 minutes
Via ETC, within 2 working days
Payment by PPS Dial 18031 to connect to PPS. Enter the merchant code After entering your mobile number, follow the rest of the instructions
(Minimum HK$100 is required per transaction)
Within 2 working days

Q11 What are the Value Added Services tariffs and quick access code?
A11 Check here for Value Added Services tariffs and quick access code.

Q12 How do I check stock quotes and charges via the Good!Talk Stored-Value SIM card?
A12 Stock quote: HK$0.3/quote (applicable in Hong Kong only).
Service Quick Access Code
Hang Seng Index
Stock Quote
All information provided is for reference only. SmarTone and its information provider(s) do not guarantee the accuracy of such information and accept no liability for any loss or damage arising from any inaccuracies and omissions

Q13 What are the Good!Talk Stored-Value SIM card local data tariffs?
A13
Data service HK$8/hour for unlimited data usage*
Upon spending HK$24 in a day, the rest of the day is free till 11:59pm*
* Monthly local data usage cycle will match that of the HK$2.5 monthly admin fee bill. When a customer has reached the monthly data usage of 5GB, the Fair Usage Policy will be applied. The customer can still continue to use the service; however the customer may have lower network access priority.
According to the Fair Usage Policy, the data access speed (upload and download) will not be restricted to less than 128kbps.
Local data is charged on a per-hour basis, usage duration is rounded up to full charge units for computation purposes.
Data usage on mobile phone, tablet and smart camera only, excluding tethering and peer-to-peer applications.

Q14 How do I turn on the data service of the Good!Talk Stored-Value SIM card?
A14 To turn on data service, press
To turn off, press

Value Talk Stored-Value SIM card

Q1 What are the Value Talk Stored-Value SIM card local call tariffs?
A1
Call minutes Per minute charge
1 – 50 mins HK$0.15
51 – 300 mins HK$0.10
Above 300 mins HK$0.20
The local minute charge counter will be automatically reset monthly.
Local voice call is charged on a per-minute basis. Call duration is rounded up to full charge units for computation purposes.

Q2 What are the Value Talk Stored-Value SIM card local video call tariffs?
A2 HK$1.5/min (Flat rate, call duration is rounded up to full charge units for computation purposes.)

Q3 What are the Value Talk Stored-Value SIM card IDD call & IDD Video Call tariffs?
A3 Check here for IDD call & IDD Video Call tariffs

Q4 What are the Value Talk Stored-Value SIM card roaming call tariffs , roaming coverage areas and dialling methods?
A4 Check here for tariffs & areas of coverage

Roaming dialling methods

1. Roaming (Direct dial)
Enjoy convenient direct dial service with China Mobile Network in China, MobileOne Network in Singapore, Belgacom Network in Belgium, Vodafone Netherlands Network in Netherlands, Vodafone UK Network in UK and Dialog Network in Sri Lanka*
Calling Hong Kong
Making local calls
Calling other countries
* Direct dial service applies to local calls & calls to Hong Kong only

If other operators' service is in use, please follow the instructions for International Roaming

2. International Roaming
Calling Hong Kong
Making local calls or calling other countries

After pressing the above keys, the word "Accepted" will be displayed on your mobile screen. Wait for your phone to ring and pick up the call. You will then be connected to the called party.

Q5 What are the Value Talk Stored-Value SIM card SMS & MMS tariffs?
A5 Check here for SMS & MMS tariffs

Q6 What is the validity of the Value Talk Stored-Value SIM card?
A6 Your card is valid for 180 days from the date you first activate it. Each time you recharge your card at HK$50 or more, its validity will be reset for a further 180 days and you can retain the mobile phone number.

Q7 How do I check the card validity and remaining balance of the Value Talk Stored-Value SIM card?
A7 Press

Q8 How do I top-up the Value Talk Stored-Value SIM card?
A8
Method Recharge Time
Recharge Voucher Purchase a recharge voucher at any SmarTone store or authorised resellers in Hong Kong displaying the logo. Simply follow the recharge procedure printed on the voucher to recharge your card whether you are in Hong Kong or overseas. Instant
Internet Secure online recharge with your credit card whether you are in Hong Kong or overseas. Within 5 minutes
Automated Teller Machine (ATM) You can recharge your card through 'Jet Payment' or 'Bill Payment Service' functions at JETCO or ETC terminals. Please select 'SmarTone' and enter your mobile number as the account number, then follow the instructions to complete the recharge process.

Via Jetco , within 30 minutes
Via ETC , within 2 working days

Payment by PPS Dial 18031 to connect to PPS. Enter the merchant code. After entering your mobile number, follow the rest of the instructions.
(Minimum HK$100 is required per transaction)
Within 2 working days

Q9 What are the Value Added Services tariffs and quick access code?
A9 Check here for the Value Added Services tariffs and quick access code.

Q10 How do I check stock quotes and charges via the Value Talk Stored-Value SIM card?
A10 Stock quote: HK$0.3/quote (applicable in Hong Kong only).
Service Quick Access Code
Hang Seng Index
Stock Quote
All information provided is for reference only. SmarTone and its information provider(s) do not guarantee the accuracy of such information and accept no liability for any loss or damage arising from any inaccuracies and omissions

Q11 What are the Value Talk Stored-Value SIM card data Tariffs?
A11
Data service HK$8/hour for unlimited local data usage*.
Upon spending HK$24 in a day, the rest of the day is free till 11:59pm*
Roaming: HK$0.12/KB
* Monthly local data cycle will be calculated from the card activation date, and the same date every month. When a customer has reached the monthly data usage of 5GB, the Fair Usage Policy will be applied. The customer can still continue to use the service; however the customer may have lower network access priority.
According to the Fair Usage Policy, the data access speed (upload and download) will not be restricted to less than 128kbps.
Local data is charged on a per-hour basis, usage duration is rounded up to full charge units for computation purposes.
The minimum data roaming charging unit is 1KB. Usage under 1KB will be rounded up to the nearest 1KB.
Data usage on mobile phone, tablet and smart camera only, excluding tethering and peer-to-peer applications.

Q12 How do I turn on the data service of the Value Talk Stored-Value SIM card?
A12 To turn on data service, press *111*142#SEND
To turn off, press #111*142#SEND

Megasaver Stored-Value IDD & Roaming SIM card

Q1 What are the Megasaver Stored-Value IDD & Roaming SIM card local call tariffs?
A1 HK$0.30/min (Flat rate, call duration is rounded up to full charge units for computation purposes.)

Q2 What are the Megasaver Stored-Value IDD & Roaming SIM card IDD call tariffs?
A2 Check here for IDD call tariff

Q3 What are the Megasaver Stored-Value IDD & Roaming SIM card roaming call tariffs, roaming coverage areas and the dialling methods?
A3 Check here for tariffs & coverage areas

Roaming dialling methods

1. Roaming (Direct dial)

Enjoy convenient direct dial service with China Mobile Network in China, MobileOne Network in Singapore, Belgacom Network in Belgium, Vodafone Netherlands Network in Netherlands, Vodafone UK Network in UK and Dialog Network in Sri Lanka*

Calling Hong Kong
Making local calls
Calling other countries

* Direct dial service applies to local calls & calls to Hong Kong only 

If other operator's service is in use, please follow the instructions for International Roaming

2. International Roaming
Calling Hong Kong
Making local calls or calling other countries

After pressing the above keys, the word "Accepted" will be displayed on your mobile screen. Wait for your phone to ring and pick up the call. You will then be connected to the called party.

Q4 What are the Megasaver Stored-Value IDD & Roaming SIM card SMS tariffs?
A4 Check here for SMS tariff

Q5 What is the validity of the Megasaver Stored-Value IDD & Roaming SIM card?
A5 Your card is valid for 180 days from the date you first activate it. Each time you recharge your card by recharge voucher at HK$50 or more; or by other recharge methods at HK$100 or more, its validity will be reset for a further 180 days and you can retain the mobile number.

Q6 How do I check the validity and remaining balance of the Megasaver Stored-Value IDD & Roaming SIM card?
A6 Press

Q7 How do I top-up the Megasaver Stored-Value IDD & Roaming SIM card?
A7
Method Recharge Time
Recharge Voucher Purchase a recharge voucher at any SmarTone store or authorised resellers in Hong Kong displaying the logo. Simply follow the recharge procedure printed on the voucher to recharge your card whether you are in Hong Kong or overseas. Instant
Internet Secure online recharge with your credit card whether you are in Hong Kong or overseas. Within 5 minutes
Automated Teller Machine (ATM) You can recharge your card through 'Jet Payment 'or 'Bill Payment Service' functions at JETCO or ETC terminals. Please select 'SmarTone' and enter your mobile number as the account number, then follow the instructions to complete the recharge process.

Via Jetco, within 30 minutes
Via ETC, within 2 working days

Payment by PPS Dial 18031 to connect to PPS. Enter the merchant code. After entering your mobile number, follow the rest of the instructions
(Minimum HK$100 is required per transaction)
Within 2 working days

Q8 What are the Value Added Services tariffs and quick access code?
A8 Check here for Value Added Services tariffs and quick access code.

Q9 How do I check stock quotes and charges via the Megasaver Stored-Value IDD & Roaming SIM card?
A9 Stock quote: HK$0.3/quote (applicable in Hong Kong only)
Service Quick Access Code
Hang Seng Index
Stock Quote
All information provided is for reference only. SmarTone and its information provider(s) do not guarantee the accuracy of such information and accept no liability for any loss or damage arising from any inaccuracies and omissions

SmarTone IDD & Roaming SIM card

Q1 What is the SmarTone IDD & Roaming SIM card administration fee?
A1 HK$2.5 / 30 days

Q2 What are the SmarTone IDD & Roaming SIM card local call tariffs?
A2 HK$1/min (Flat rate, call duration is rounded up to full charge units for computation purposes.)

Q3 What are the SmarTone IDD & Roaming SIM card IDD call tariffs?
A3 Check here for IDD call tariffs

Q4 What are the SmarTone IDD & Roaming SIM card roaming call tariffs, roaming coverage areas and dialling methods?
A4 Check here for tariffs & areas of coverage

Roaming dialling methods

1. Roaming (Direct dial)

Enjoy convenient direct dial service with China Mobile Network in China, MobileOne Network in Singapore, Belgacom Network in Belgium, Vodafone Netherlands Network in Netherlands, Vodafone UK Network in UK and Dialog Network in Sri Lanka*


Calling Hong Kong
Making local calls
Calling other countries

* Direct dial service applies to local calls & calls to Hong Kong only

If other operator's service is in use, please follow the instructions for International Roaming

2. International Roaming
Calling Hong Kong
Making local calls or calling other countries

After pressing the above keys, the word "Accepted" will be displayed on your mobile screen. Wait for your phone to ring and pick up the call. You will then be connected to the called party.

Q5 What are the SmarTone IDD & Roaming SIM card SMS tariffs?
A5 Check here for SMS tariffs.

Q6 What is the validity of the SmarTone IDD & Roaming SIM card?
A6 Your card is valid for 180 days from the date you first activate it. Each time you recharge your card by recharge voucher at HK$50 or more; or by other recharge methods at HK$100 or more, its validity will be reset for a further 180 days and you can retain the mobile phone number.

Q7 How do I check the validity and remaining balance of the SmarTone IDD & Roaming SIM card?
A7 Press

Q8 How do I top-up the SmarTone IDD & Roaming SIM card?
A8
Method Recharge Time
Recharge Voucher Purchase a recharge voucher at any SmarTone store or authorised resellers in Hong Kong displaying the logo. Simply follow the recharge procedure printed on the voucher to recharge your card whether you are in Hong Kong or overseas. Instant
Internet Secure online recharge with your credit card while you are in Hong Kong or overseas.
(Minimum HK$100 is required per transaction)
Within 5 minutes
Automated Teller Machine (ATM) You can recharge your card through the 'Jet Payment' or 'Bill Payment Service' functions of JETCO or ETC ATMs. Please select 'SmarTone' and enter your mobile number as the account number, then follow the instructions to complete the recharge process.
(Minimum HK$100 is required per transaction)

Via Jetco, within 30 minutes
Via ETC, within 2 working days

Payment by PPS Dial 18031 to connect to PPS. Enter the merchant code. After entering your mobile number, follow the rest of the instructions.
(Minimum HK$100 is required per transaction)
Within 2 working days

Q9 What are the Value Added Services tariffs and quick access code?
A9 Check here for Value Added Services tariffs and quick access code.

Q10 How do I check stock quotes and charges via the SmarTone Stored-Value IDD & Roaming SIM card?
A10 Stock quote: HK$0.3/quote (applicable in Hong Kong only)
Service Quick Access Code
Hang Seng Index
Stock Quote
All information provided is for reference only. SmarTone and its information provider(s) do not guarantee the accuracy of such information and accept no liability for any loss or damage arising from any inaccuracies and omissions

iPhone Stored-Value SIM Card

Q1 What are the iPhone Stored-Value SIM card local call tariffs?
A1 HK$0.1/min (Flat rate, call duration is rounded up to full charge units for computation purposes.)

Q2 What are the iPhone Stored-Value SIM Card data tariffs?
A2 Local: HK$38/month for 80MB^. Thereafter HK$2/MB, maximum at HK$298/month* (The monthly maximum charge and Fair Usage Policy are not applicable to iPhone 5s and iPhone 5c Stored-Value SIM Bundle users. For charging details, please refer to the user guide in the packing. )
Roaming: HK$0.12/KB
^ This plan only covers local data usage.
* When a customer has reached the monthly data usage of 5GB, the Fair Usage Policy will be applied. The customer can still continue to use the service; however the customer may have lower network access priority. According to the Fair Usage Policy, the data access speed (upload and download) will not be restricted to less than 128kbps.
Data usage is rounded up to full charge units for computation purposes.
The minimum data roaming charging unit is 1KB. Usage under 1KB will be rounded up to the nearest 1KB.

Q3 What are the iPhone Stored-Value SIM card IDD call tariffs?
A3 Check here for IDD call tariff

Q4 What are the iPhone Stored-Value SIM card roaming call tariffs, roaming coverage areas and the dialling methods?
A4 Check here for tariffs & coverage areas

Roaming dialling methods

1. Roaming (Direct dial)

Enjoy convenient direct dial service with China Mobile Network in China, MobileOne Network in Singapore, Belgacom Network in Belgium, Vodafone Netherlands Network in Netherlands, Vodafone UK Network in UK and Dialog Network in Sri Lanka*

Calling Hong Kong
Making local calls
Calling other countries

* Direct dial service applies to local calls & calls to Hong Kong only

If other operator's service is in use, please follow the instructions for International Roaming

2. International Roaming
Calling Hong Kong
Making local calls or calling other countries
After pressing the above keys, the word "Accepted" will be displayed on your mobile screen. Wait for your phone to ring and pick up the call. You will then be connected to the called party.

Q5 What are the iPhone Stored-Value SIM Card SMS & MMS tariffs?
A5 Check here for SMS & MMS tariff

Q6 What is the validity of the iPhone Stored-Value SIM card?
A6 Your card is valid for 90 days from the date you first activate it. Each time you recharge your card at HK$50 or more, its validity will be reset for a further 90 days and you can retain the mobile phone number.

Q7 How do I check the validity and remaining balance of the iPhone Stored-Value SIM card?
A7 Press

Q8 How do I top-up the iPhone Stored-Value SIM card?
A8
Method Recharge Time
Recharge Voucher Purchase a recharge voucher at any SmarTone store or authorised resellers in Hong Kong displaying the logo. Simply follow the recharge procedure printed on the voucher to recharge your card whether you are in Hong Kong or overseas. Instant
Internet Secure online recharge with your credit card whether you are in Hong Kong or overseas. Within 5 minutes
Automated Teller Machine (ATM) You can recharge your card through 'Jet Payment' or 'Bill Payment Service' functions at JETCO or ETC terminals. Please select 'SmarTone' and enter your mobile number as the account number, then follow the instructions to complete the recharge process. Via Jetco, within 30 minutes
Via ETC, within 2 working days
Payment by PPS Dial 18031 to connect to PPS. Enter the merchant code. After entering your mobile number, follow the rest of the instructions.
(Minimum HK$100 is required per transaction)
Within 2 working days

Q9 What are the Value Added Services tariffs and quick access code?
A9 Check here for Value Added Services tariffs and quick access code.

Q10 How do I check stock quotes and charges via the iPhone Stored-Value SIM Card?
A10 Stock quote: HK$0.3/quote (applicable in Hong Kong only)
Service Quick Access Code
Hang Seng Index
Stock Quote
All information provided is for reference only. SmarTone and its information provider(s) do not guarantee the accuracy of such information and accept no liability for any loss or damage arising from any inaccuracies and omissions

Repair Service

Q1 What should I do if my SmarTone phone is out of order?
A1 For Apple, BlackBerry, Huawei and Emporia phones users plus Mobile Broadband, you may visit either one of the SmarTone customer centres on Hong Kong Island or Kowloon side for repair service, and no inspection fee is levied if the phone is still within the valid warranty period. For other models, you may bring it, along with your proof-of-purchase invoice to the service centres of the respective manufacturers for repair.
  • Units 03-06, 9/F, Soundwill Plaza, 38 Russell Street, Causeway Bay, Hong Kong
  • Rm 1701-5, 17/F, Park-in Commercial Centre, 56 Dundas Street, Mongkok, Kowloon

(Please click here for more information)

Q2 Can I have a spare phone to use during the repair period?
A2 We can arrange for a loaner phone, of whatever model - for you to use during the repair period, unless all loaner phones are out of stock.

Privacy Issues

Q1 Does SmarTone have the right to ask me to provide my Hong Kong Identity Card when I join your mobile services? Can I refuse to do so?
A1 According to the guidelines issued by the Office of the Privacy Commissioner for Personal Data, we can request customers to provide their Hong Kong Identity Card for verification during service activation. We can also make a photocopy of the document for future verification purposes whenever a customer requests changes, or to make inquiries about their account.

Q2 How can SmarTone assure that the photocopy of my Hong Kong Identity Card and my personal information that I provide to SmarTone will not be abused for any non SmarTone service related purpose?
A2 When customers apply our services in store, we will take an image of a customer's Hong Kong Identity Card / Passport and Address Proof by iPhone. The image will be digitally stamped "COPY" across and real-time uploaded to our system with data encryption. No image / data will be stored in the respective iPhone; If we make a photocopy manually, we will stamp 'COPY' across the image of the card in the presence of the customer. All of our customers' personal information is dealt with by a designated department to ensure confidentiality and security.

Q3 What can I do if I don't want to receive the SmarTone promotional information?
A3

You may let us know through any of the following means: