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Billing, Airtime and Payment
IDD and Roaming
Mobile Services
Stored-value IDD & Roaming 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-Vodafone 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. |
Access SmarTone iN! on your handset, select Customer Service and then My Bill. |
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| Q8: |
What are "Intra-Call Minutes"? |
| A8: |
This is airtime that applies to incoming and outgoing calls with other SmarTone-Vodafone 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-Vodafone 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-Vodafone stores take only one day for processing.
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| 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 , they can hear the outstanding balance and bill information. If further enquiry is required, just press 0 to contact our customer care officer for assistance. Customers are also welcome to visit any of SmarTone-Vodafone stores, our store staff will be happy to help on all billing enquiries. |
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-Vodafone 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$1,000 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-Vodafone 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, the US or Canada, you need a 3G handset. For South Korea, you need a 3G or CDMA handset. Please note that in South Korea, 3G roaming is applicable to Seoul and other major South Korean cities. Please click here for more details.
If you're travelling to more remote regions (those which are 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 visit the roaming section in our website or 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-Vodafone 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:
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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 Vodafone Business Email ? |
| A1: |
SmarTone-Vodafone's Vodafone Business Email is the smart and economical solution for customers who want to be productive wherever they are. With Vodafone Business Email, you can manage your desktop, access you Microsoft Outlook or Lotus Notes corporate email accounts, as well as access to your calendar and contacts list - all from your WAP phone, mobile digital assistant or any PC with Internet access. It also helps you to better manage your personal email communications - by enabling access to a maximum of 10 Internet POP3 email accounts. It supports Chinese language emails and does not require capital investment nor IT maintenance support. Last but not least, it works on both GSM GPRS and GSM (Circuit Switched Data) modes, which enables you to use the service all around the world. |
| Q2: |
Why do I need Vodafone Business Email ? |
| A2: |
Vodafone Business Email enables you to check your emails, calendar and contacts list anytime, anywhere. It allows you to manage both your business and personal life efficiently. While stuck in traffic or waiting in line, use the time to read and reply to your emails through your mobile phones or mobile digital assistants - which means dead time can be turned into productive time. Increased productivity also means more personal time for yourself. Furthermore, you no longer need to travel with your heavy PC notebook especially on quick and short trips. Instead, you can stay in touch with your email, and access your calendar and contacts list through your choice of wireless devices. |
| Q3: |
Is it easy to install Vodafone Business Email ? |
| A3: |
You can set up Vodafone Business Email in minutes without any IT support. No hardware purchase or on-going IT maintenance is required. SmarTone-Vodafone will provide you with 24 hours a day, seven days a week customer support. |
| Q4: |
What is picturemail? |
| A4: |
picturemail 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. |
| Q5: |
How can I register for picturemail? |
| A5: |
You do not need to register picturemail as it is auto-provisioned. All mobile phones purchased from SmarTone-Vodafone 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-Vodafone store for assistance. |
| Q6: |
Can I send a picturemail to anyone I like? |
| A6: |
You can send picturemail to any friend no matter what GSM handsets or GSM networks they use. To truly experience receiving a picturemail on handset, one must have MMS supported handset with MMS setting. SmarTone-Vodafone 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 picturemail via internet.
Note: SmarTone-Vodafone customers can visit any of our stores and we will set up your handset right away. |
| Q7: |
Can I send a short message from my handset to mobile phone users overseas? |
| A7: |
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. |
| Q8: |
Under what circumstances will the caller be diverted to my voice mailbox? |
| A8: |
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. |
| Q9: |
How many voice mail messages can be recorded and how long can they be kept? |
| A9: |
The voice mailbox can store up to 10 messages, each message can be up to 60 seconds long and be kept for three days. |
| Q10: |
How do I record a personal greeting? |
| A10: |
You may visit any SmarTone-Vodafone 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. |
| Q11: |
Can I change the message alert mode of my voice mailbox? |
| A11: |
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. |
| Q12: |
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? |
| A12: |
Yes, and you are able to receive the voice mail messages or secretarial messages as usual. |
| Q13: |
How can I check voice messages while roaming overseas? |
| A13: |
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
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| Q14: |
Can I receive SMS alerts / auto message delivery of my voice mail while I am roaming? |
| A14: |
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. |
| Q15: |
How do I check my secretarial messages when I am roaming? |
| A15: |
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. |
| Q16: |
What is Download Service and how to apply? |
| A16: |
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. |
| Q17: |
How do I activate or de-activate my All Call Forward feature when my handset is not with me? |
| A17: |
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. |
Stored-value IDD & Roaming SIM Card
| Q1: |
What is a Stored-value IDD & Roaming SIM Card? |
| A1: |
It allows you to make and receive local calls using Dual Band, Tri-band, GSM, PCS or 3G handsets, without a contract or monthly fee. You can also make IDD calls with the card and use it while roaming. A wide range of mobile services are also available to fit your needs. You can even keep using the same mobile number by recharging the SIM card before the expiry date. |
| Q2: |
Do Stored-value IDD & Roaming SIM Cards have a validity period? |
| A2: |
All Stored-value IDD & Roaming SIM Cards have an expiry date printed on them. The Stored-value IDD & Roaming SIM Card is valid for 180 days from the date of the first call made. Every time you recharge this card, its validity will be extended for another 180 days if the recharge amount is more than $100. |
| Q3: |
If the Stored-value IDD & Roaming SIM Card expires with remaining airtime, can it be carried forward after the Card has been recharged? |
| A3: |
If you recharge the Stored-value IDD & Roaming SIM card before it expires, the remaining airtime will be carried forward automatically; otherwise, the time will be forfeited. |
| Q4: |
How do I check the remaining balance and expiry date of the Stored-value IDD & Roaming SIM Card? |
| A4: |
Simply press via your handset with the Stored-value IDD & Roaming SIM card inserted. You will then receive a short message notifying you of the remaining balance and expiry date of your SIM card. This service is free of charge. |
| Q5: |
Can I recharge my Stored-value IDD & Roaming SIM Card while roaming? |
| A5: |
Yes, either by using the recharge voucher or via our website, please click here for further instructions. |
| Q6: |
Why do I fail to make or receive calls overseas? |
| A6: |
- Your handset may not be able to log onto the local network. Please refer to your handset manual for manual network selection;
- There may be no network coverage in your area;
- The local network may be busy. Please retry later;
- The remaining balance in your card is inadequate to pay the 30-second minimum charge of the roaming service;
- Your card has expired;
- There may be something wrong with your dialing method;
- You may have to restart your handset and try redialing again.
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| Q7: |
How do I check my voice mail messages when I am roaming? |
| A7: |
You can dial:
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Repair Service
| Q1: |
What should I do if my SmarTone-Vodafone handset is out of order? |
| A1: |
If your handset model is Alcatel, Ericsson, Motorola, Nokia, Samsung, Sewon, Siemens or Sony, you may bring it, along with your proof-of-purchase invoice to the service centres of the respective manufacturers for repair. Other than these models, you may visit the following SmarTone-Vodafone store for repair service, and no inspection fee is levied if the handset is still within the valid warranty period:
Shop 7-8, G/F and 1/F, Hang Lung Mansion
46 Dundas Street, Mongkok
(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-Vodafone 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-Vodafone assure that the photocopy of my Hong Kong Identity Card and my personal information that I provide to SmarTone-Vodafone will not be abused for any non-mobile service related purpose? |
| A2: |
After we make a photocopy of a customer's Hong Kong Identity Card, we 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-Vodafone 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-Vodafone 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? |
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Customers can check their account information by calling our 24-hour hotline at 2880 2688. Customers are also welcome to visit any of SmarTone-Vodafone stores, our store staff will be happy to help on all billing enquiries.
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