FAQ

1	IDD and Roaming
2	Good!Talk Stored-Value SIM card
3	Value Talk Stored-Value SIM card
4	Megasaver Stored-Value IDD & Roaming SIM card
5	SmarTone IDD & Roaming SIM card
6	iPhone Stored-Value SIM Card
7	Broadband & Voice Stored-Value SIM Extra

Copyright (Amendment) Ordinance 2022

Please visit here for relevant provisions under Copyright (Amendment) Ordinance 2022, and may submit the duly completed Notice of Alleged Infringement or Counter Notice to cr_notice@smartone.com.

IDD and Roaming

Q1	How do I make IDD calls on my mobile phone with the 001 IDD service in Hong Kong?
A1	TSimply 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 (e.g. voicemail) 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. 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.

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 minute 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, call to Hong Kong or other regions.

Q6	Will my mobile phone work in all countries?
A6	Since the mobile network standard in some countries and regions is different from Hong Kong, please check the mobile phone standard in advance. If you're travelling to Mainland, Japan, the US etc, a VoLTE support phone is eligible to use VoLTE Roaming Voice Service under designated network.

Q7	What is Stealth Roaming service?
A7	Stealth Roaming service keep your location private when roaming overseas by presenting the standard Hong Kong connecting tone to your callers. Please note voicemail service must be enabled when using Stealth Roaming service.

Q8	What settings should I apply to my phone to ensure the roaming service is working properly?
A8	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, 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.

Q9	Why are the roaming calls that I made last month not yet charged on my statement of this month?
A9	As the roaming call records are provided by respective roaming partners, the roaming charges may take one to two months before it is reflected on your statement.

Q10	What if I lose my mobile phone while I am roaming overseas?
A10	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.

Q11	When I'm abroad, will callers in Hong Kong be able to leave message(s) in my voicemail box or with the secretarial service?
A11	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 *21138# or *21198#, 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.

Q12	How can I check voice mail messages while roaming?
A12	Ways to check voice mail messages: - On mobile 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 voice mail service while I am roaming?
A13	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.

Q14	How do I check my secretarial messages when I'm abroad?
A14	Secretarial messages will be sent to your phone if the roaming operator supports the receipt of short messages.

Q15	How to disable and enable roaming in Mainland?
A15	- Disable roaming in Mainland : Press on your phone - Enable roaming in Mainland : Press on your phone

Good!Talk Stored-Value SIM card

What is the Good!Talk Stored-Value SIM card administration fee?

HK$2.5/month

What are the Good!Talk Stored-Value SIM card local call tariffs?

HK$0.25/min (Flat rate, call duration is rounded up to full charge units for computation purposes.)

What are the Good!Talk Stored-Value SIM card local video call tariffs?

HK$1.5/min (Flat rate, call duration is rounded up to full charge units for computation purposes.)

What are the Good!Talk Stored-Value SIM card IDD call tariffs?

Free IDD to 25 countries/destinations. Check here

for details.

How many other phone numbers can be registered with the Good!Talk Stored-Value SIM card for making IDD call?

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).

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

What are the Good!Talk Stored-Value SIM card SMS and MMS tariffs?

Check here

for SMS and MMS tariffs

What is the validity of the Good!Talk Stored-Value SIM card?

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.

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

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, SmarTone Online Store, Circle K, 7-Eleven, authorised resellers or vending machines displaying the SmarTone signage in Hong Kong. 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

What are the Good!Talk Stored-Value SIM card local data tariffs?

A12

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*
	* Under FUP (Fair Usage Policy), when monthly data usage reaches fair usage level of 5GB, you can continue to use the service, subsequent maximised data speed will depend on the customer ’ s chosen service plan, but access to network resources will be given lower priority and data service experience may be affected.

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 only, excluding tethering and peer-to-peer applications.

Q13

How do I turn on the data service of the Good!Talk Stored-Value SIM card?

A13

To turn on data service, press

To turn off, press

Value Talk Stored-Value SIM card

What are the Value Talk Stored-Value SIM card local call tariffs?

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.

What are the Value Talk Stored-Value SIM card local video call tariffs?

HK$1.5/min (Flat rate, call duration is rounded up to full charge units for computation purposes.)

What are the Value Talk Stored-Value SIM card IDD call tariffs?

Check here

for IDD call tariffs

What are the Value Talk Stored-Value SIM card roaming call tariffs , roaming coverage areas and dialling methods?

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 , SmarTone Network in Macau 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.

What are the Value Talk Stored-Value SIM card SMS & MMS tariffs?

Check here

for SMS & MMS tariffs

What is the validity of the Value Talk Stored-Value SIM card?

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

Press

How do I top-up the Value Talk Stored-Value SIM card?

Method		Recharge Time
Recharge Voucher	Purchase a recharge voucher at any SmarTone store, SmarTone Online Store, Circle K, 7-Eleven, authorised resellers or vending machines displaying the SmarTone signage in Hong Kong. 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

What are the Value Added Services tariffs and quick access code?

Check here

for the Value Added Services tariffs and quick access code.

Q10

What are the Value Talk Stored-Value SIM card data Tariffs?

A10

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
	* Under FUP (Fair Usage Policy), when monthly data usage reaches fair usage level of 5GB, you can continue to use the service, subsequent maximised data speed will depend on the customer ’ s chosen service plan, but access to network resources will be given lower priority and data service experience may be affected.

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 only, excluding tethering and peer-to-peer applications.

Q11

How do I turn on the data service of the Value Talk Stored-Value SIM card?

A11

To turn on data service, press *111*142#SEND
To turn off, press #111*142#SEND

Megasaver Stored-Value IDD & Roaming SIM card

What are the Megasaver Stored-Value IDD & Roaming SIM card local call tariffs?

HK$0.30/min (Flat rate, call duration is rounded up to full charge units for computation purposes.)

What are the Megasaver Stored-Value IDD & Roaming SIM card IDD call tariffs?

Check here

for IDD call tariff

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

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 , SmarTone Network in Macau 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.

What are the Megasaver Stored-Value IDD & Roaming SIM card SMS tariffs?

Check here

for SMS tariff

What is the validity of the Megasaver Stored-Value IDD & Roaming SIM card?

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.

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

Press

How do I top-up the Megasaver Stored-Value IDD & Roaming SIM card?

Method		Recharge Time
Recharge Voucher	Purchase a recharge voucher at any SmarTone store, SmarTone Online Store, Circle K, 7-Eleven, authorised resellers or vending machines displaying the SmarTone signage in Hong Kong. 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

What are the Value Added Services tariffs and quick access code?

Check here

for Value Added Services tariffs and quick access code.

SmarTone IDD & Roaming SIM card

What is the SmarTone IDD & Roaming SIM card administration fee?

HK$2.5 / 30 days

What are the SmarTone IDD & Roaming SIM card local call tariffs?

HK$1/min (Flat rate, call duration is rounded up to full charge units for computation purposes.)

What are the SmarTone IDD & Roaming SIM card IDD call tariffs?

Check here

for IDD call tariffs

What are the SmarTone IDD & Roaming SIM card roaming call tariffs, roaming coverage areas and dialling methods?

Check here

for tariffs & areas of coverage

Roaming dialling methods

1. Roaming (Direct dial)

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.

What are the SmarTone IDD & Roaming SIM card SMS tariffs?

Check here

for SMS tariffs.

What is the validity of the SmarTone IDD & Roaming SIM card?

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

Press

How do I top-up the SmarTone IDD & Roaming SIM card?

Method		Recharge Time
Recharge Voucher	Purchase a recharge voucher at any SmarTone store, SmarTone Online Store, Circle K, 7-Eleven, authorised resellers or vending machines displaying the SmarTone signage in Hong Kong. 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 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.	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

What are the Value Added Services tariffs and quick access code?

Check here

for Value Added Services tariffs and quick access code.

iPhone Stored-Value SIM Card

What are the iPhone Stored-Value SIM card local call tariffs?

HK$0.1/min (Flat rate, call duration is rounded up to full charge units for computation purposes.)

What are the iPhone Stored-Value SIM Card data tariffs?

Local: HK$38/month for 80MB^{^} (Thereafter HK$2/MB)
Roaming: HK$0.12/KB
^ This plan only covers local data usage.
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.

What are the iPhone Stored-Value SIM card IDD call tariffs?

Check here

for IDD call tariff

What are the iPhone Stored-Value SIM card roaming call tariffs, roaming coverage areas and the dialling methods?

Check here

for tariffs & coverage areas

Roaming dialling methods

1. Roaming (Direct dial)

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.

What are the iPhone Stored-Value SIM Card SMS & MMS tariffs?

Check here

for SMS & MMS tariff

What is the validity of the iPhone Stored-Value SIM card?

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.

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

Press

How do I top-up the iPhone Stored-Value SIM card?

Method		Recharge Time
Recharge Voucher	Purchase a recharge voucher at any SmarTone store, SmarTone Online Store, Circle K, 7-Eleven, authorised resellers or vending machines displaying the SmarTone signage in Hong Kong. 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

What are the Value Added Services tariffs and quick access code?

Check here

for Value Added Services tariffs and quick access code.

Broadband & Voice Stored-Value SIM Extra

What is the Broadband & Voice Stored-Value SIM Extra administration fee?

HK$2.5/month

What are the Broadband & Voice Stored-Value SIM Extra local call tariffs?

Local calls	Per Minute Charge
Off-Peak ( Daily 21:00 – 11:59 )	HK$0.05
Peak ( Daily 12:00 – 20:59 )	HK$0.12

Local voice call is charged on a per-minute basis. Call duration is rounded up to full charge units for computation purposes.

What are the Broadband & Voice Stored-Value SIM Extra data tariffs?

In Hong Kong			While Roaming
Hourly Pack*	HK$10		HK$0.12/ KB
Day Pack*	HK$30
Monthly Pack	HK$45/ 250MB	HK$168/ 1GB

*Under FUP (Fair Usage Policy), when the data usage is calculated within a month from the first day of the bill cycle reaches fair usage level of 5GB, you can continue to use the service, subsequent maximised data speed will depend on the customer ’ s chosen service plan, but access to network resources will be given lower priority and data service experience may be affected.

What are the Broadband & Voice Stored-Value SIM Extra IDD call tariffs?

Check here

for IDD call tariffs

What are the Broadband & Voice Stored-Value SIM Extra roaming call tariffs , roaming coverage areas and dialling methods?

Check here

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.

What are the Broadband & Voice Stored-Value SIM Extra SMS & MMS tariffs?

Service	Charges
	In Hong Kong		While roaming
SMS	Send to SmarTone customers	HK$0.2	Send to HK mobile network	HK$7
	Send to other local networks	HK$0.7	Send to HK mobile network	HK$7
	Send international SMS to China network	HK$1.0 Note: International SMS (to China) charge will be revised to $1.5/SMS from 2 Aug 2021	Send to local or 3rd country mobile network	HK$9
	Send international SMS to other overseas network	HK$1.8	Send to local or 3rd country mobile network	HK$9
MMS	Intra / Inter	HK$1.5	Send to HK mobile network	HK$1.5, plus data roaming charge
	Send to overseas network	HK$3.0	Send to local or 3rd country mobile network	HK$3, plus data roaming charge
	Receive	Free	Receive	HK$0.12/KB

The minimum roaming MMS (receiving) charging unit is 1KB. Usage under 1KB will be rounded up to the nearest 1KB.

What is the validity of the iPhone Stored-Value SIM Card?

How do I check the card validity and remaining balance of the Broadband & Voice Stored-Value SIM Extra?

Press

How do I top-up the Broadband & Voice Stored-Value SIM Extra?

Method		Recharge Time
Recharge Voucher	Purchase a recharge voucher at any SmarTone store , SmarTone Online Store, Circle K, 7-Eleven, authorised resellers or vending machine displaying the SmarTone signage in Hong Kong. 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
By Smartphone or Tablet	Open SmarTone CARE and tap “ Top up ” icon then follow the instructions to recharge with your credit card	Within 5 minutes

Q10

What are the Value Added Services tariffs and quick access code?

A10

Check here

for Value Added Services tariffs and quick access code.

FAQ

Copyright (Amendment) Ordinance 2022

IDD and Roaming

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

Broadband & Voice Stored-Value SIM Extra

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