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Billing, Airtime and Payment
IDD and Roaming
Mobile Services
Good!Talk Stored-Value SIM card
Value Talk Stored-Value SIM Card
Megasaver Stored-Value IDD & Roaming SIM card
SmarTone IDD & Roaming SIM card
iPhone Stored-Value SIM Card
China Tourist Stored-Value SIM Card
Repair service
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 handset, 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 handset 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 incurr. 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 may apply for a detailed bill for the cost of $25 by calling our 24-hour hotline or by visiting any SmarTone store. We will post the detailed bill to you in about seven 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". |
| 2. |
Press      on your handset. |
| 3. |
Tap ST apps on your smartphone and select "My Account". |
|
| 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 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: |
You are required to fill in an authorisation form available from any of our stores or through our 24-hour hotline via fax-on-demand. To download now, please select either bank account or credit card account. For bank account autopay, you can return the completed form directly to your bank, which will normally take one to three months for processing. Credit card autopay applications at SmarTone stores will be effective at next bill day.
 |
| 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 SmartIDD 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 SmartIDD and 1638 IDD service? |
| A3: |
SmartIDD service is available solely for SmarTone customers. It allows customers to make IDD calls in both Hong Kong and roaming countries via handsets. 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. A HK$500 IDD deposit for these services will be waived for monthly bills paid through autopay service with VISA, MasterCard, American Express Card or Diners Club Card. |
| 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 handset 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 handset. 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. Please click here for service details. |
| Q9: |
What settings should I apply to my handset to ensure the roaming service is working properly? |
| A9: |
Prior to your departure from Hong Kong, you should turn off your mobile 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 mobile 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 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. |
| 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 handset 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 do I check voice mail messages while roaming overseas? |
| A13: |
Ways to check voice mail messages:
 |
To check with a mobile phone |
|
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By *131* PhoneHome:  |
|
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By IDD call:   |
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To check with a touch-tone phone |
|
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press IDD access code, then press |
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| 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 handset if the roaming operator supports the receipt of short messages. |
Mobile Services
| Q1: |
What is MMS? |
| A1: |
MMS lets you combine picture, sound and text so you can share with the ones you care about instantly and creatively and get closer to them. |
| Q2: |
How can I register for MMS? |
| A2: |
You do not need to register MMS as it is auto-provisioned. All mobile phones purchased from SmarTone have been pre-set with the necessary settings. If your phone does not have setting, please call our hotline 2880 2688 or visit any SmarTone store for assistance. |
| Q3: |
Can I send a MMS to anyone I like? |
| A3: |
You can send MMS to any friend no matter what GSM handsets or GSM networks they use. To truly experience receiving a MMS on handset, one must have MMS supported handset with MMS setting. SmarTone customers who do not have MMS setting in their handset or using a non-MMS supported handset will receive an SMS showing the URL and they can access to view your MMS via internet.
Note: SmarTone customers can visit any of our stores and we will set up your handset right away. |
| Q4: |
Can I send a short message from my handset to mobile phone users overseas? |
| A4: |
Yes, you may send short message from your own handset to overseas mobile-phone users over 175 GSM destinations. The steps are: press and send. Please click here for more details. |
| Q5: |
Under what circumstances will the caller be diverted to my voice mailbox? |
| A5: |
When your mobile phone is switched off, unanswered, busy or unreachable, all incoming calls will be diverted to your voice mailbox where the message may be recorded. |
| Q6: |
How many voice mail messages can be recorded and how long can they be kept? |
| A6: |
The voice mailbox can store up to 10 messages, each message can be up to 60 seconds long and be kept for three days. |
| Q7: |
How do I record a personal greeting? |
| A7: |
You may visit any SmarTone store or contact us at 24-hour hotline 2880 2688 for service details.
To record a personal greeting, just press and enter the voice mailbox system. Simply press three times, and then press to reach the "Record Personal Greeting" function. You can record a personal greeting up to 30 seconds to prompt your callers to record messages in your mailbox. |
| Q8: |
Can I change the message alert mode of my voice mailbox? |
| A8: |
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. |
| Q9: |
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? |
| A9: |
Yes, and you are able to receive the voice mail messages or secretarial messages as usual. |
| Q10: |
How can I check voice messages while roaming overseas? |
| A10: |
Ways to check voice mail messages:
- To check with a mobile phone
- make use of the *131PhoneHone* service by pressing ; or
- press
- To check with a touch-tone phone
- press IDD access code, then press
|
| Q11: |
Can I receive SMS alerts / auto message delivery of my voice mail while I am roaming? |
| A11: |
You can receive "SMS alerst" 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. |
| Q12: |
How do I check my secretarial messages when I am roaming? |
| A12: |
Secretarial messages will be sent to your handset 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. |
| Q13: |
What is Download Service and how to apply? |
| A13: |
You may download ringtones, logos, picture messages, wallpaper, screensavers, MMS, and other goodies from our website to your handset anytime, or forward them to your friends.
Simply login to My Account and select " Download Zone" to enjoy the service. No subscription is required. |
| Q14: |
How do I activate or de-activate my All Call Forward feature when my handset is not with me? |
| A14: |
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-tone phone, and after selecting your language and inputting your mobile number, press , then follow the instructions. |
| Q15: |
How do I divert my calls to another phone? |
| A15: |
Use our the call forwarding service to divert incoming calls to any designated phone number.
| Unconditional Call
forwarding |
| Activate: |
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| Cancel: |
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| Check status: |
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| Unanswered |
| Activate: |
 |
| Cancel: |
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| Busy |
| Activate: |
 |
| Cancel: |
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| Unreachable |
| Activate: |
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| Cancel: |
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Cancel all
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Good!Talk Stored-Value SIM card
| Q1: |
What is the Good!Talk Stored-Value SIM card administration fee? |
| A1: |
$2.5/month |
| Q2: |
What are the Good!Talk Stored-Value SIM card local call tariffs? |
| A2: |
$0.25/min (Flat rate) |
| Q3: |
What are the Good!Talk Stored-Value SIM card local video call tariffs? |
| A3: |
$1.5/min (Flat rate) |
| 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, 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 designated 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 |
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: $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 data tariffs? |
| A13: |
| Data service |
$8/hour for unlimited data usage*
Upon spending $24 in a day, the rest of the day is free till 11:59pm*
|
| * Monthly local data usage cycle will match that of the $2.5 monthly admin fee bill. When customer has reached the monthly data usage of 5GB, the Fair Usage Policy will be applied. Customer can still continue to use the Service. However, they will be given lower priority to access the network resources, where the Customer’s experience may be affected when the network traffic is busy. |
According to Fair Usage Policy, in any event the data access speed (upload and download) will not be restricted to less than 128kbps. |
| Q14: |
How do I turn on the data service of the Good!Talk Stored-Value SIM card? |
| A14: |
To turn on data service, press *111*142#SEND
To turn off, press #111*142#SEND |
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 |
$0.15 |
| 51 – 300 mins |
$0.10 |
| Above 300 mins |
$0.20 |
* The local minute charge counter will be automatically reset monthly |
| Q2: |
What are the Value Talk Stored-Value SIM card local video call tariffs? |
| A2: |
$1.5/min(Flat rate) |
| Q3: |
What are the Value Talk Stored-Value SIM card IDD call & IDD Video Call tariffs? |
| A3: |
Check here for IDD call and 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, 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 designated 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 mins |
| 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. |
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: $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 |
$8/hour for unlimited data usage*
Upon spending $24 in a day, the rest of the day is free till 11:59pm*
Roaming: $0.12/KB |
| * Monthly local data usage cycle will match that of the monthly admin fee bill. When customer has reached the monthly data usage of 5GB, the Fair Usage Policy will be applied. Customer can still continue to use the Service. However, they will be given lower priority to access the network resources, where the Customer’s experience may be affected when the network traffic is busy.
|
According to Fair Usage Policy, in any event the data access speed (upload and download) will not be restricted to less than 128kbps.
|
| 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: |
$0.30/min (Flat rate) |
| 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, its validity will be reset for a further 180 days and you can retain the mobile phone 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 designated 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 mins |
| 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 |
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: $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 are the SmarTone IDD & Roaming SIM card local call tariffs? |
| A1: |
$1/min (Flat rate) |
| Q2: |
What are the SmarTone IDD & Roaming SIM card IDD call tariffs? |
| A2: |
Check here for IDD call tariffs |
| Q3: |
What are the SmarTone IDD & Roaming SIM card roaming call tariffs, roaming coverage areas and dialling methods? |
| A3: |
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 |
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| Making local calls |
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| Calling other countries |
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* 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 |
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| Making local calls or calling other countries |
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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 SmarTone IDD & Roaming SIM card SMS tariffs? |
| A4: |
Check here for SMS tariffs.
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| Q5: |
How do I check the validity of the SmarTone 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, its validity will be reset for a further 180 days and you can retain the mobile phone number. |
| Q6: |
How do I check the validity and remaining balance of the SmarTone IDD & Roaming SIM card? |
| A6: |
Press |
| Q7: |
How do I top-up the SmarTone IDD & Roaming SIM card? |
| A7: |
You can check the remaining balance and expiry date of your card anytime.
| Method |
Recharge Time |
| Recharge Voucher |
Purchase a recharge voucher at any SmarTone store or designated 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. |
Within 5 mins |
| 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. |
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 |
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 SmarTone Stored-Value IDD & Roaming SIM card? |
| A9: |
Stock quote: $0.3/quote (applicable in Hong Kong only)
| Service |
Quick Access Code |
| Hang Seng Index |
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| Stock Quote |
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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: |
$0.10/min (Flat rate) |
| Q2: |
What are the iPhone Stored-Value SIM card IDD call tariffs? |
| A2: |
Check here for IDD call tariff |
| Q3: |
What are the iPhone Stored-Value 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 iPhone Stored-Value SIM card SMS & MMS tariffs? |
| A4: |
Check here for SMS & MMS tariff |
| Q5: |
What is the validity of the iPhone Stored-Value SIM card? |
| A5: |
Your card is valid for 90 days from the date you first activate it. Each time you recharge your card, its validity will be reset for a further 90 days and you can retain the mobile phone number. |
| Q6: |
How do I check the validity and remaining balance of the iPhone Stored-Value SIM card? |
| A6: |
Press |
| Q7: |
How do I top-up the iPhone Stored-Value SIM card? |
| A7: |
| Method |
| Recharge Voucher |
Purchase a recharge voucher at any SmarTone store or designated 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 mins |
| 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 |
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: $0.3/quote (applicable in Hong Kong only)
| Service |
| 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
|
China Tourist Stored-Value SIM Card
Repair Service
| Q1: |
What should I do if my SmarTone handset is out of order? |
| A1: |
For Apple, BlackBerry, Huawei and Emporia handsets 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 handset 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.
- G/F Unicorn Trade Centre, Shop 2,
No. 127 - 131 Des Voeux Road, Central
- 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:
- Through "Email Us";
- Send a fax to us (download the form now);
- Call us at 24-hour hotline 2880 2688;
- Visit any SmarTone store.
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| Q4: |
Are there any special channels provided for the needy people (e.g. elderly, visually impaired) to check their bills? |
| A4: |
Customers can check their account information by calling our 24-hour hotline at 2880 2688. Customers are also welcome to visit any of SmarTone stores, our store staff will be happy to help on all billing enquiries.
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