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FAQ

FAQ

Service Subscription, Billing, Airtime and Payment | IDD and Roaming Service | Value Added Service | Privacy Issue| Repair Service

Service Subscription, Billing, Airtime and Payment

Q1: What is MAC00?
Q2: Where can I subscribe to SmarTone service?
Q3: Why is the amount on my first bill different from my monthly tariff plan?
Q4: Why are the roaming calls that I made last month are not yet charged on this month's bill?
Q5: Can I change the bill language?
Q6: How do I check my airtime and account balance status?
Q7: If I want to change my monthly plan, is the free airtime of the new monthly plan available immediately?
Q8: Which payment method can SmarTone customers use?
Q9: What numbers should I input when using the SmarTone customer card for first time?

IDD and Roaming Service

Q1: How do I make IDD calls from my mobile phone?
Q2: What costs are involved in making an IDD call from a mobile phone in Macau to other countries?
Q3: What is "roaming"?
Q4: How can I waive the deposit of IDD and Roaming?
Q5: What settings should I apply to my handset to ensure that the roaming service is working properly?
Q6: Why are the roaming calls that I made last month not yet charged on this month's bill?

Value Added Service

Q1: When I'm abroad, will callers in Macau be able to leave messages in my voicemail box or with the secretarial service?
Q2: Can I receive SMS alerts / auto message delivery of my voice mail service while I am roaming?
Q3: How do I check voice mail messages while roaming overseas?
Q4: How can I use international call forwarding service? Can I use it while I am in roaming?
Q5: What is international SMS service?
Q6: How can I send international SMS service?
Q7: How do I read SMS?
Q8: Why is it that sometimes I can't receive an SMS or it arrives late?
Q9: Why can't I send messages to overseas friends, and why is it that I can receive incoming call but cannot send or receive messages from my friends in Macau while I am roaming?

Privacy Issue

Q1: Does SmarTone have the right to ask me to provide my Macau Identity Card when I join SmarTone's mobile services? Can I refuse to do so?
Q2: How can SmarTone ensure that the photocopy of my Macau Identity Card and my personal information that I provide to SmarTone will not be abused for any non-mobile service related purpose?
Q3: What can I do if I don't want to receive SmarTone's promotional information?

Repair Service

Q1: What should I do if my SmarTone handset is out of order?
Q2: Can SmarTone lend me a spare phone during the repair period?

Service Subscription, Billing, Airtime and Payment

Q1 What is MAC00?
A1

MAC00 is the network code that represents SmarTone.

Q2 Where can I subscribe to SmarTone service?
A2

You can visit our SmarTone stores. Please bring your Macau ID card and proof of address with telephone number. If you are not a Macau resident, a $1000 deposit will be charged.

Q3 Why is the amount on my first bill different from my monthly tariff plan?
A3

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.

Q4 Why are the roaming calls that I made last month are not yet charged on this month's bill?
A4

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.

Q5 Can I change the bill language?
A5

Yes, you can choose your desired bill language through our SmarTone Hotline by calling us at 1628 or you can visit our stores. The new bill language will be effective from your next billing cycle.

Q6 How do I check my airtime and account balance status?
A6

You can check by calling our 24-hour SmarTone Hotline at 1628. After selecting "Account information and payment methods", press 1 to check "the airtime and account balance", and simply press 1-2-1 for checking balance at 1628.

Q7 If I want to change my monthly plan, is the free airtime of the new monthly plan available immediately?
A7

If you change your monthly plan before the billing cycle, the new subscription plan and free airtime will be counted on a proportional basis. To avoid any unnecessary calculation error, we recommend you to change your monthly plan on the billing day.

Q8 Which payment method can SmarTone customers use?
A8

Payments can be made at our stores. You can also send us a cheque, pay cash , settle the payment through debit card, VISA/ mastercard/ UnionPay credit card, WeChat Pay*, MACAU Pass, MPay , ALIPAY^ or Apple Pay. You can also pay cash at designated bank counters , apply for a bank account , credit card autopay service or you can settle payment or top-up through MPay apps, please click here for details.

* VISA/ mastercard/ UnionPay credit card, WeChat Pay and Apple Pay are also available in designated direct sales booths including Cheong Chon Koc Farmacia Chinesa, San Miu Supermarket (Estrada Governador Albano de Oliveira), Kuan Ka Tin (Supreme Flower City) and Flower City Shopping Arcade.

^ MACAU Pass, MPay and ALIPAY are also available in designated direct sales booths including Cheong Chon Koc Farmacia Chinesa, San Miu Supermarket ( Rua Cidade de Coimbra /Estrada Governador Albano de Oliveira), Kuan Ka Tin (Supreme Flower City) , Duckling (Prince Flower City), Edifício I Hoi (Rua de Pequim), Flower City Shopping Arcade, Mercadores Ctro Cml Ou Chong and Pang Yaw Food Mark (Rotunda de Carlos da Maia).

Q9 What numbers should I input when using the SmarTone customer card for first time?
A9

SmarTone customers are not required to enter their PIN when using their SIM card, but you must enter a pre-set password 1234 for activation for the first time. Then enter the 4-digit password to active the password.


IDD and Roaming Service

Q1 How do I make IDD calls from my mobile phone?
A1

Simply press "00" or "+", then input "Country Code", "Area Code" and the "Tel. No.". "+" is an international key that allows you to make outgoing international long distance phone calls using your mobile phone when you are not in Macau.

Q2 What costs are involved in making an IDD call from a mobile phone in Macau to other countries?
A2

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.

Q3 What is "roaming"?
A3

It is a service that allows you to contact the world when you are outside Macau. 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. If you would like to make outgoing calls to a local number in the roaming country using your mobile phone, you need to apply for IDD services before you leave Macau

Q4 How can I waive the deposit of IDD and Roaming?
A4

Macau residents only need to apply for a credit card direct debit, and the IDD and Roaming deposit will be waived. Alternatively, if you have no bad debt record over the previous half year, you can visit our stores to apply for exemption.

Q5 What settings should I apply to my handset to ensure that the roaming service is working properly?
A5

Prior to your departure from Macau, you should turn off your mobile phone once and de-activate any call forwarding function. When you arrive at your destination country, or return to Macau, you should turn on your mobile phone as soon as possible for network re-registration to avoid any unnecessary roaming charges.

Q6 Why are the roaming calls that I made last month not yet charged on this month's bill?
A6

As roaming call records are provided by respective roaming partners, roaming charges may take one to two months to appear on your bill. China roaming may require up to three months.


Value Added Service

Q1 When I'm abroad, will callers in Macau be able to leave messages in my voicemail box or with the secretarial service?
A1

If the roaming operator doesn't support a voicemail service and your mobile is out of coverage or is engaged, or if you didn'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 any messages in your voicemail box or with the secretarial service. If you switch off your handset or activate "Call forwarding" by (dialing **21*6640+Tel No.#) to your voice mail, the caller will then be able to leave messages in your voicemail box. In addition, the caller can avoid incurring a charge for a two-way IDD call.

Q2 Can I receive SMS alerts / auto message delivery of my voice mail service while I am roaming?
A2

You can receive SMS alerts provided that the roaming operator's network supports receiving short messages. For auto message delivery, as the alert itself is an incoming roaming call, you will need to pay for IDD call charges.

Q3 How do I check voice mail messages while roaming overseas?
A3

You can check voice mail messages by dialing +85366200138 from your handset.

Q4 How can I use international call forwarding service? Can I use it while I am in roaming?
A4

If you have applied for a call forwarding service and IDD service, you can use our international call forwarding service by dialing **21*00 "Country Code", "Area Code", "Tel. No.#" and press "YES/SEND" to active the service locally. If you have subscribed to roaming and IDD service, the way is same no matter if you are roaming or in Macau.

Q5 What is international SMS service?
A5

It is a service that allows SmarTone customer to send messages to subscribers of the GSM network in other countries. For example, the subscriber can receive your message through other networks (such as China Telecom) in other countries. No pre-application is required with no time limitation, SMS is sent and received instantly. International SMS service is available in Macau and other countries.

Q6 How can I send international SMS service?
A6

Simply follow these steps:
Step 1: Type a message in your mobile phone.
Step 2: press "+", "Country Code" and "Tel. No." to send the SMS to overseas families and friends.

Q7 How do I read SMS?
A7

After you have received an SMS, you'll receive signal and a notification will be displayed on your mobile screen. Press "Read" and the SMS content will be displayed on your mobile screen.

Q8 Why is it that sometimes I can't receive an SMS or it arrives late?
A8

If your mobile phone is switched off, or if there is no network coverage, or if your SMS mailbox storage is over limit, the above situation occurs. When you restart your mobile, operate within the network coverage or delete some message (Select "Message" –> "received message" –> "Open message" –> "Delete"in the function list), you can receive SMS sent by others in real time. SMS will be kept for three days.

Q9 Why can't I send messages to overseas friends, and why is it that I can receive incoming call but cannot send or receive messages from my friends in Macau while I am roaming?
A9

As some countries have not activated international SMS service with SmarTone, the above situation may occur. For enquiries, please dial our SmarTone Hotline at 1628.


Privacy Issue

Q1 Does SmarTone have the right to ask me to provide my Macau Identity Card when I join SmarTone's mobile services? Can I refuse to do so?
A1

According to the guidelines issued by the Office of the DSRT for Personal Data, we can request customers to provide their Macau Identity Card for verification for service activation. We will also make a photocopy of the document for future verification purposes when customers request changes or inquire their account information.

Q2 How can SmarTone ensure that the photocopy of my Macau Identity Card and my personal information that I provide to SmarTone will not be abused for any non-mobile service related purpose?
A2

After we have photocopied a customer's Macau Identity Card, 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 SmarTone's promotional information?
A3

You can let us know by visiting any of our stores, or call us at SmarTone Hotline 1628.


Repair Service

Q1 What should I do if my SmarTone handset is out of order?
A1

If your handset model is Nokia, HTC , Sony Xperia™, Motorola, Samsung, LG or Apple, you can bring it, together with your proof-of-purchase invoice, to the Macau customer centre of the respective manufacturers for repair. No inspection fee is levied if the handset is within the valid warranty period:

Nokia Repair Center (Digital Essentials)
Av. Do Infante D. Henrique 31A - 31B, Macao SAR, P.R. China, WINMAN, Shop 8
Office hours: 10:00 - 19:00 (Monday to Saturday)
Tel:  2833 3666 / 2855 1379

HTC and Motorola Repair Center
16/F, Kong Fat Commercial Center, No.174 Rua De Pequim, Macau
Office hours: 10:00 - 19:00 (Monday to Saturday), 10:00 - 18:00 (Sunday)  
Tel:  2870 0010
Fax: 2870 0011

Samsung and Sony Xperia™ Repair Center
Rua de Bruxelas, 28,32,36,42, R/C, Macau (CTM Nape Shop)
Office hours: 11:00 - 00:00 (Monday to Sunday)
Tel:  +852 8203 8863

LG Repair Center
Rua de Lagos, Telecentro, R/C, Taipa, Macau (CTM TELECENTRO Concept Store)
Office hours: 9:00 - 22:00 (Monday to Friday), 10:30 - 20:00 (Saturday)

Apple Authorised Service Providers (Macau)
Wah Fung Computer Services (Macau) Ltd. (Online reservation)
Alameda Dr. Carlos D'Assumpcao No.258, Praca Kin Heng Long, 11 Andar A, Macau
Office hours: 9:00 - 12:30, 13:30 - 18:00 (Monday to Friday)
Tel:  2875 7226

Telecom Service One (Macau) Ltd (Online reservation)
Rua De Pequim No.174 , Centro Comercial Kuong Fat, 16 Andar E, Macau
Office hours: 9:00 - 18:00 (Monday to Friday), 9:00 - 13:00 (Saturday)
Tel:  2833 3111

Q2 Can SmarTone lend me a spare phone during the repair period?
A2

Sorry, we do not provide this service during the repair period.