What if I couldn't receive vertification email for the first login?
First, 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 email , please register again. If still haven't received vertification email, please contact us.
Where is the ICCID which is required during first log in?
The ICCID required during first log in is the 20 digits above the barcode at the right bottom of the SIM card.
What if I forgot my password?
Customer can reset the passsword via SIMPLIFLY website/ APP again.
How to check refill records, remaining balance of local voice minutes and other purchased data package?
You can login your SIMPLIFLY mobile number & password via SIMPLIFLY website/ APP. Click "My Account Overview" to check all your records including remaining balance of your account, remaining usage of local data, remaining usage of travel data package, last 10 refill records or purchased local/ travel data package.
Why can't I receive any signal at the first time of using the SIM card?
1. Upon arrived your destination, please ensure if the SIMPLIFLY SIM has been properly plugged into SIM Slot 1 of your mobile device (If mobile device supports dual SIM function), set automatics for network selection and reboot your device.
2. Travel data package setup should be completed within 3 minutes automatically, once it is completed, SIMPLIFLY will search for the designated network automatically, your mobile device should display the signal and the Carrier Name. You can use the internet service.
3. SIMPLIFLY SIM card will connect designated roaming network automatically. If you cannot access the internet, please check if the APN is correctly set. Changing Carrier & the name of APN setup in manual may be required in some moblile devices & destinations. For details of APN & Carrier list, please refer to here.
If problem still exists, you can try to ON/OFF in flight mode, it allows SIMPLIFLY to search the network again; or you could try to restart your mobile device once. If problem still exists, please contact us.
Why can't I go online?
1. Please ensure you have purchased the travel data package for your destination.
2. Please ensure "Mobile Data" & "Data Roaming" functions have turned on.
3. Please check if SIMPLIFLY has connected the designated roaming network automatically & the APN set correctly. For details of APN setting & Carrier name, please refer to here.
4. Please restart your mobile device, and try to ON/OFF in flight mode once. If the problem still exists, please kindly contact us for enquiry.
Why can't I support 4G network only?
Please note some destinations are only supported 3G netowrk. If you cannot access 4G network (If applicable), please go to your device setting & swtich to 3G network, wait for a while and swtich back to 4G network. Meanwhile, please check if the Carrier & the name of APN have set correctly. For details of the Carrier & APN setting, please refer to here.
What can I do for the SIMPLIFLY SIM loss & replacement?
Our company will not accept or handle any return, loss report and SIM replacement of SIMPLIFLY SIM card in any circumstances.
What SIM card format does SIMPLIFLY offer？
SIMPLIFLY offers various SIM card format including Normal, Micro & Nano SIM cards, which are compatible with most smartphone models.
How long is the validity of SIMPLIFLY SIM Card?
SIMPLIFLY SIM Card must be activated on or before the expiry date stipulated on the product packing (please refer to the product packing for details of the activation steps). Upon activation, the expiry date of the SIM Card is 180 days starting from the date of activation (if the SIM card is purchased from SIMPLIFLY website or app, the expiry date of the SIM Card is 180 days starting from the date of purchased). Any refill is eligible to extend the SIM card validity 180 days automatically (the extention will take place immediately). You can login your account to view the SIM card validity. If above usage behaviour does not happen during the period of SIM card validity, SIMPLIFLY service will be terminated automatically.
Which countries/ regions does SIMPLIFLY support?
Please refer to "Travel Data" for each destination of product details, or refer to Travel Data APN setting for the destination network.
What mobile networks does SIMPLIFLY support?
SIMPLIFLY mainly supports 4G mobile network in various countries/ regions. 3G networks are supported in certain countries/ regions. Actual network connection speed is subject to data usage and local coverage. For details, pleae refer to "Travel Data" or "Travel Data APN Setting".
How is "A Day" defined for travel data package?
Except for 24 Hours Data, the daily data usage time is from Hong Kong time (GMT+8) 00:00:00 to 23:59:59. There is no pro-rata calculation regardless of the activation time of data service. 24 Hours Data is a continuous 24-hour session starting from service activation.
How many data is included in travel data package？
Unless specific stated, when data usage reached fair usage limited (varying from place to place), you can still enjoy the data services, and the data access speed will be restricted at 256kbps (varying from place to place). Travel data pakcage supports data tethering function on mobile devices, it does not support peer-to-peer applications (P2P), FTP file sharing and webcam applications.
Can I buy extra roaming data package when it's running out?
When data usage reached usage limited (varying from place to place), you can buy the same amount of package again & terminate the pervious package via SIMPLIFLY APP, following the instructions in order to enjoy high-speed data for the day.
How to check my puchased data package?
You can review all your purhcased local data/ travel data records after login your SIMPLIFLY account via website/ APP.
Can I use local data service in Hong Kong?
Yes. Only if you had completed real-name registration and puchase 4G Local data package via SIMPLIFLY APP, you can enjoy local data service. However, P2P application (incl. BT) will not be supported, and not be supported by per as you go charged.
Can I change the purchased travel data package start day?
Cannot. But the purchased data package can also be opened 14 days before the scheduled departure date and 30 days after the departure date, you are more flexible to use the data package.
Can I continue to use the remaining 4G local data/ local voice next month?
Yes. You can use up the remaining 4G local data/ local voice until limit reached or until SIMPLIFLY serivce supended.
How to extend the validity of SIMPLIFLY (180 Days)?
It will be extended 180 days automatically if you refill your SIMPLIFLY SIM card ($50 or above).
Can I make any voice call?
Upon completed real-name registration, SIMPLIFLY SIM supports local voice call service in Hong Kong, charge will be directly deducted from your balance, and you can purchase local voice package for the local voice service, but it does not support voice call to other countries and roaming vocial call service. You can still use third-party app (such as Whatsapp) to make roaming voice call via mobile data while traveling.
How can I purchase SIMPLIFLY SIM Card?
SIMPLIFLY is available to purchase via SIMPLIFLY APP. Upon filling in requested information & complete the payment, SIMPLIFLY SIM card will be dispatched via local surface mail service in approximately 2-4 working days generally, not applicable to the delivery of Post Office Boxes. The exact delivery time will be subject to stock availability, mailing schedule and other factors.
Why couldn't I receive the order confirmation upon completion of payment?
Once the payment is settled successfully, order confirmation will be released via email. If not received, please check all folders in the email box, including but not limited to trash box, because it may be treated as spam mail accidentally. If the email box is full or its email sending/receiving schedule is not realtime, it could cause delivery failure. If it is still not received in 24 hours, please contact us.
Why couldn't I receive the SIM card after purchase?
Upon completion of payment, generally SIMPLIFLY SIM card will be dispatched via local surface mail service in approximately 2-4 working days, not applicable to the delivery of Post Office Boxes. The exact delivery time will be subject to stock availability, mailing schedule and other factors. If you cannot receive the SIM after 7 working days, please contact us.
Above question still can't help you?
Please call us at 2211-7100 or Whatsapp to 95813388
Why do I need to register my SIM card?
The Telecommunications (Registration of SIM Cards) Regulation (“Regulation”) came into effect on 1st September 2021. Pursuant to the Regulation, SIM card users must complete registration with the respective telecommunications service operator in order to activate or continue the use of SIM card Hong Kong local service.
Do all SIM cards need to be registered?
All prepaid SIM cards that provide telecommunications services in Hong Kong are required to be registered, if you purchase after 23 Feburary 2023 and use SIMPLIFLY card for roaming services only, real-name registration is optional.
Do I have to register my SIM card immediately once the Regulation came into effect? When do I have to register my SIM card?
1. Registration of SIM cards is not required immediately on the date of the commencement of the Regulation.
2. Prepaid SIM cards and service plan SIM cards purchased on or after 1st March 2022 must complete registration in order to activate SIM card service.
3. Existing prepaid SIM cards may commence registration on or after 1st March 2022.
4. All SIM cards must complete registration on or before 23rd February 2023 (inclusive of that date) .
5. If customer purchase SIMPLIFLY after February 23, 2023 and local service is necessary, real-name registration is required. If only need to use roaming service, real-name registration is optional.
What happens if my SIM card is not registered before the statutory deadline?
All unregistered SIM cards will be deactivated on 24th February 2023 without prior notice if registration is not completed on or before 23rd February 2023 (inclusive of that date).
Can I register my SIM card ?
Click here (browsing with a smartphone) or scan below QR code to complete real-name registration.