FAQ

All-new Upgraded SmarTone CARE App

An array of caring services, plus customizing their interface and staying up-to-date with the exclusive offers, curated rewards and the latest news!

All-new Upgraded SmarTone CARE App

An array of caring services, plus customizing their interface and staying up-to-date with the exclusive offers, curated rewards and the latest news!

1	Voice Roaming and IDD
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.

Voice Roaming and IDD

Q1	What is voice roaming?
A1	Voice roaming service allows you to make call with friends and family on your mobile phone when you are outside Hong Kong. SmarTone customers will be able to receive incoming call in a region with international roaming coverage. You can also make call to local, Hong Kong or other destinations.

Q2	Does my phone support international roaming?
A2	As the mobile network standards in some regions may differ from those in Hong Kong, please check if your phone supports the local standards in advance. If you are travelling to Mainland, Japan, Singapore, USA or other countries, you ’ ll need a phone that supports VoLTE to use voice roaming on designated networks. Please click here for details.

Q3	What is “ Stealth Roaming ” service?
A3	“ Stealth Roaming ” service ensures the privacy of your travels. Incoming callers will only hear the standard Hong Kong connecting tone to keep your location private, ensuring you a peace of mind while travelling. Please note that voicemail service must be enabled while using “ Stealth Roaming ” service.

Q4	How do I setup voice roaming service on my phone?
A4	i. Prior to your departure from Hong Kong, please disable all call forwarding functions (dial ##002# on your phone) and turn off your phone (or turn on airplane mode). ii. When you arrive at your destination, turn on your phone (or turn off airplane mode) and connect to designated network to start using. iii. Upon returning to Hong Kong, please restart your phone and make sure it ’ s connected to SmarTone network to avoid extra voice roaming charges.

Q5	Why aren ’ t the roaming call charges from last month shown on this month ’ s bill?
A5	As the roaming call records are provided by the roaming partners, it may take some time for the call charges to be reflected in the customers ’ monthly bill (around 1 to 2 months).

Q6	What should I do if I lose my SIM card while travelling?
A6	You can call our “ 24-Hour Roaming Service Hotline +852 27936397 ” to contact our customer service representative to handle the loss of your SIM card.

Q7	Will callers be able to leave messages through voicemail or secretarial service while travelling?
A7	If the call cannot be connected, is unanswered, or the line is busy, the caller can leave messages through voicemail or secretarial service.

Q8	If I don ’ t want to answer incoming call while travelling, how do I forward them to voicemail or secretarial service?
A8	Simply dial *21138# to forward incoming call to voicemail, or dial *21198# to forward incoming call to secretarial service. (Remark: Customers will not be able to set up while roaming with VoLTE. Please set up before departing Hong Kong if necessary.)

Q9	How do I check voicemail messages while travelling?
A9	You can call to check voicemail messages while travelling. (Remark: A HK$1 service fee will be charged each time, plus the charge of calling to HK via voice roaming.)

Q10	Will I receive SMS notifications for voicemails or automatic voice call playback if there ’ s voicemail messages while travelling?
A10	i. You will receive SMS notifications or automatic voice call playback in a roaming region with network coverage. ii. Automatic voice call playback is an incoming roaming voice call, you will be charged for the roaming voice call upon answering.

Q11	How do I check voicemails from secretarial service while travelling?
A11	Voicemail from secretarial service will be sent to your phone via SMS if the customer is in a roaming region with network coverage.

Q12	How do I enable and disable Mainland roaming function?
A12	Please set up before departing Hong Kong: i. To enable Mainland roaming function: Dial on your phone ii. To disable Mainland roaming function: Dial on your phone (Remark: Customers will not be able to set up in Mainland.)

Q13	I have registered for 001 IDD service, how do I make IDD call in Hong Kong?
A13	Simply dial or , then enter the [Country/Territory Code] [Area Code (if applicable)] [Telephone Number].

Q14	Will I be charged if I make an IDD call, but no one answer the call?
A14	No, you will only be charged after the other party answers the call; but if the call is forwarded to any voice recording systems (e.g. voicemail), you will be charged once the call is successfully forwarded.

Q15	What are the differences between 001 IDD and 1638 IDD services?
A15	i. “ 001 IDD ” Service: Make international call on mobile phones via SmarTone network. ii. “ 1638 IDD ” Service: Make international call with any telephones (including residential, commercial) or fax machine via SmarTone or other mobile networks.

Q16	What are the charges for making IDD call from Hong Kong with a mobile phone?
A16	The charges include the IDD tariff, plus the local voice minutes of the mobile service. The charges are calculated based on a per-minute basis.

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

Voice Roaming and IDD

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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