FAQ
Charges/Data
Q

Can I continue to use the remaining 4G local data from this month?

A

Yes, customers can continue to use the remaining 4G local data with unlimited duration, until they terminate the service.

Q

How can I refill value and settle payment?

A

Customers can settle payment, refill value and view the account information via online only. Please click here for details. 

Q

If the remaining value balance is insufficient to settle the basic service fee($50/30 days), will the service be suspended immediately?

A

Yes.  When the basic service fees ($50/30 days) can't be charged, the service will be suspended automatically. Customers can refill the account online within 30 days after suspension, then the service will be resumed immediately after charging the basic service fees. If still not refilled after 30 days, the account will be terminated. No refund or exchange will be made for the remaining value and data.  Customers will not be able to keep or continue to use the allocated mobile number once terminated.

Purchase
Q

What if I couldn't receive any order confirmation upon completion of payment?

A

Once you settled the payment successfully, you will receive an order confirmation via email / SMS. If haven't received, please check other email folders such as trash box since it may be treated as trash mail accidentally. 

If still haven't received in 24 hours, please click here for enquiry.

Q

Can I purchase MySim in CMHK shops? 

A

MySim is only available on CMHK Online Shop. To purchase, please click here. (link to purchase flow)

Q

I need to switch to MySim with an existing number. Do I have to visit CMHK shops to go through the procedure?

A

Yes. Customers need to purchase MySim on CMHK Online Shop first, and then visit CMHK shops in person to complete port-in transaction.  

Account registration
Q

What if I couldn't receive vertification email for the first login? 

A
Please make sure you have input the correct email address.      
If haven't received, please check other email folders such as trash box since it may be treated as trash mail accidentally. 
If haven't received vertification emai , please register again.  
If still haven't received it, please contact our online staff.
Q

What if I couldn't receive SMS verification code for the first login? 

A

Please make sure you have input a correct mobile number.

If haven't received in few minutes, please try to re-send SMS verification code.                          

If still haven't received it, please contact our online staff.

Q

What if I forgot my password?

A

Customers can reset the password via online, please click here

SIM Card
Q

What if I couldn't receive the SIM card after purchase?

A

In general, MySim SIM card will be dispatched to customer via local courier post of Hong Kong Post within 1-2 working days after order placement. The delivery time will be subject to stock availability and mail scheduling.                                                

If haven't received it, please click here

Port-in customers are required to get the SIM card at CMHK shop.

Q

Why can't I receive any signal at the first time of using the SIM card?

A

Please ensure the SIM card is correctly inserted at phone's slot and then reboot the device.  

If still no signal shown, please check here to make sure the handset setting is correct.

If problem still exists, please contact our online staff.

Q

Why can't I go online?

A

Please ensure data service or data roaming service (if currently using data roaming) is on, and set the access point/APN of mobile data to CMHK.

Q

What should I do if I lost my SIM card / change my SIM card to a different size?

A

If you have lost the SIM card, please immediately report lost to our online staff to suspend mobile service.  All lost incurred will not be refunded under any circumstances.

 

To get a new SIM card / change SIM card to a different size, please bring the original card holder attached to the SIM card, and visit CMHK shops or Customer Centre for card replacement. For SIM card replacement, customers will be required to refill no less than HK$100 instantly to the card, or  pay HK$10 for card replacement handling fee.